HomeServe USA Corp.

We are in receipt of the complaint filed by Mr. [redacted] and are sorry to learn of his dissatisfaction.
On 11/8/2014, Mr. [redacted] contacted HomeServe to report a leak in his heating system and requested a service call under his [redacted] (the “Contract”). Our technician contacted Mr....

[redacted] the same day to obtain information about the heating system. During the call, our technician determined that the issue with the heating system was due to a leaking radiator, which is not covered under the Contract, and the service call was cancelled. Mr. [redacted] informed our technician that he would have his own plumber come instead. On 12/1/2014, Mr. [redacted] contacted HomeServe and requested a $750 reimbursement for out of pocket costs incurred following the repair of his heating system and stated that he believed the issue was the heating system itself, and not the radiator.
On 12/3/2014, HomeServe deployed a technician to Mr. [redacted] home to inspect the repair work performed on the heating system. Our technician observed that a zone valve and expansion tank had been replaced. Under the terms and conditions of the Contract, only the zone valve was a covered repair. Mr. [redacted] was advised to submit certain documents pertaining to the repair for HomeServe’s review prior to reimbursement being considered.
On 5/4/2015, HomeServe received the repair invoice from Mr. [redacted]. On 5/6/2015, HomeServe contacted Mr. [redacted] and informed him that following our review of the repair invoice, a reimbursement, in the amount of $419, had been approved. Mr. [redacted] accepted this amount and was advised that the check would be mailed on 5/13/2015 and it could take 10-15 business days before it is received.
We thank Mr. [redacted] for his patience and trust that this response adequately resolves this matter. Thank you for the opportunity to respond.

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]

Complaint: [redacted]
I am rejecting this response because: On the mailing that we received it specifically stated that we did not have coverage for the external water pipes.  I think that this is misleading.  If the company does not know who has coverage then word it differently.  I am not complaining about the company's service as I know nothing about them.  I also asked that I be kept on their mailing list (when I called them) so that I can see if they make any changes.
Sincerely,
[redacted]

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]

We reviewed Mr. 
[redacted] complaint and regret to learn of his dissatisfaction.
Our records show that Mr. [redacted] did contact HomeServe on February 6, 2014, to enroll in optional Water Service Line Coverage.  Mr. [redacted] informed our agent that he is a [redacted] Water customer so his enrollment was submitted to the [redacted] Water Company for approval.  Based on Mr. [redacted]’s complaint, it appears [redacted] Water informed him that customers in his region/zip code are not eligible for the coverage offered by HomeServe in partnership with the [redacted] Water.   
Upon receipt of this complaint we attempted to reach Mr. [redacted] to offer him of HomeServe’s own Water Service Line Coverage, which is available to customers in his area.  Due to the misunderstanding, we will also waive the 30-day wait period on the coverage.  Unfortunately, we have been unsuccessful in reaching Mr. [redacted] at the phone numbers provided in his complaint.  
We would like Mr. [redacted] to contact HomeServe at his earliest convenience, at ###-###-#### x [redacted], so that we can process his enrollment in our Water Service Line Coverage.
Thank you for the opportunity to respond. We trust that this response satisfactorily resolves this matter and apologize for any inconvenience this may have caused Mr. [redacted].

We are in receipt of [redacted] rejection and are happy to report that we have resolved this matter to his full satisfaction.

According to our records, [redacted] $499.68 reimbursement check was processed and mailed on 3/14/2016. On 3/24/2016, [redacted] contacted HomeServe’ Customer Advocacy Team to advise that he had received the reimbursement check and would notify the Revdex.com that HomeServe had resolved his concerns.
We appreciate [redacted] patience and thank him for remaining a valued HomeServe customer. We trust this response adequately resolves this matter and thank you for the opportunity to respond.

Complaint:[redacted]
I am rejecting this response because:
I never ever received the policy. Liar liar pants on fire. All I want is the $ back and never do service with them again. I requested the policy 3 times.
Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: It contains incorrect information regarding my account. The account was not suspended and was paid in full. Home Serve knows this and failed to admit there error. As I result I can not recommend this business to anyone. Beware if your considering HomeServe they are not an honest company. They take your money and then refuse to provide the service using the excuse that your account is somehow mysteriously suspended for some unknown reason. I thank the Revdex.com for attempting to assist in this issue. At this point I am requesting no further action.
Sincerely,[redacted]

We are in receipt of the complaint filed by [redacted] and regret to learn of his continued dissatisfaction.
[redacted]n has been added to HomeServe’s internal “Do Not Call” list. This can take up to 30 days to fully process, as there can be prescheduled calls pending in the system. HomeServe has taken action to expedit[redacted] request, the standard expectation of 30 days is given to provide a timeframe that accommodates all possibilities.
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 [redacted] and regret to learn of his dissatisfaction.
According to our records, Mr. [redacted] contacted HomeServe on 9/19/2016 to report a leak in his front yard, and requested a service call under his Exterior Water Service Line Coverage (the...

“Contract”). HomeServe confirmed the repair was completed on 10/18/2016 by Liberty Plumbing (“Liberty”). On 10/25/2016 Mr. [redacted] contacted HomeServe to advise that he was not satisfied by the quality of the concrete reinstatement. The HomeServe agent contacted Liberty to determine the status. On 10/31/2016 Liberty contacted HomeServe and advised that the boards were still in place, and needed to stay there. Liberty advised that removing the boards too early would ruin the concrete reinstatement.
On 11/1/2016 [redacted] contacted HomeServe again regarding the concrete reinstatement. Mr. [redacted] provided photos of the concrete to HomeServe. After a full review, HomeServe determined the reinstatement was properly completed. A member of HomeServe’s Repair Management Case Management department (“RM CM “) spoke with [redacted] on 11/08/2016, and advised that she would be reviewing the pictures [redacted] had provided. After reviewing the pictures, and speaking with Liberty, our RM CM determined that the concrete reinstatement was properly completed. On 11/17/2016, our RM CM spoke with [redacted] and advised of her findings.
In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted [redacted] on 11/30/2016. [redacted] advised our CAT agent that he had attempted to grind off the concrete that he felt was not properly installed, and that he saw cracks in the concrete. Our CAT agent provided the photos [redacted] had provided to a Regional Operations Manager (“ROM”) to review. Our ROM determined that the original photos provided by [redacted] did not reflect any issue with the reinstatement. On 12/30/2016 our CAT agent spoke with [redacted] again, and advised of the findings. [redacted] agreed to supply photos that he felt would show that the concrete reinstatement was not properly completed. After receiving [redacted] photos, our CAT agent provided them to our ROM for review. Our ROM determined that the photos provided by [redacted] do not show any evidence of poor workmanship. On 1/6/2017 our CAT agent spoke with [redacted] and advised that HomeServe does not find any evidence of poor workmanship on his concrete reinstatement.
We trust this response satisfactorily resolves this matter, and thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because:  I have left two more messages for the individual who's number I have.  They have yet to return my call from 5/16.  And there will be no repair on file because the agent I spoke to indicated since I had cleaned up the basement, it wasn't technically backed up.   
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
 
It is not true. I might have some dates wrong but one thing is for sure I called, was offered a service 3 days after and asked to fax the invoice to be reimbursed, which I did.
They dont want to pay they shoudl just say they changed their mind.
Sincerely,
[redacted]

I sent a check for maintenance contract a year ago (March 2015). I was sent a renewal form for twice the money 2 months
ago. I did not renew. They went ahead and charged my bank account anyway. I called them, asked them to
cancel the contract I did not agree with and I want the money back to the account. I also asked that they delete my bank account they had on file but they refused to do it.

We have reviewed [redacted]’s complaint and regret to learn of her dissatisfaction with her service call.
According to our records, on July 16, 2014, [redacted] reported a water leak at her parents’ home. HomeServe dispatched a plumbing contractor who arrived on site on July 17, 2014, and discovered that the water service line was indeed leaking. The contractor provided a repair recommendation and cost estimate, but it was higher than the coverage amount, so we sought a second opinion in order to lower the repair costs and prevent our customers from having to pay anything out of pocket for the repair.
The second contractor advised us that they could provide an estimate within a few days, but did not do so as promised.  In the interest of expediency, we went back to the first contractor and secured a lower overall cost of the repair, resulting in no out-of-pocket costs to our customer.  All repairs were completed on July 19, 2014.
We also confirmed that [redacted] was misinformed when the agent advised her that the first contractor was dismissed due to licensing issues. We spoke with [redacted] on July 18, 2014, to inform her of that, and as a gesture of goodwill, we refunded [redacted]’s contract fee for the current term.
Thank you for the opportunity to respond. We trust this matter has been resolved to [redacted]’s satisfaction.

[redacted] To: [email protected] Subject: Complaint [redacted]     Thank you very much for your help! Just spoke to company's representative and the problem was resolved to my satisfaction. Thanks again for your...

quick response. Sent from my iPad

Thank you for bringing Ms. [redacted]’s complaint to our attention.  We regret to learn of her dissatisfaction.
Our records show that Ms. [redacted] enrolled in Internal Plumbing & Drainage Coverage, which covers repairs to the plumbing and drainage pipes in her home, on 12/23/2013.  HomeServe sent out a copy of the contract terms and conditions on 12/30/2013.
Ms. [redacted] contacted HomeServe on 2/11/2014 and reported that she had a drain clog was affecting multiple drains inside her home. She stated that the symptoms began manifesting between 1/15/2014 and 1/20/2014.  Based on our experience, drain clog symptoms that affect multiple drains throughout the home simultaneously are caused by issues in the home’s main exterior drain line.  Our representative advised Ms. [redacted] that her Internal Plumbing & Drainage Coverage contract does not cover repairs to problems in the exterior sewer drain.   
The representative also advised that plumbing problems that already exist prior to the coverage start date of her contract, 1/22/2014, as Ms. [redacted] advised, are considered pre-existing, and the repairs to correct these issues are not covered.  Ms. [redacted] responded by requesting to cancel her contract, which was cancelled immediately.  Ms. [redacted] was issued a pro-rated refund in the amount of $3.00, which is being mailed in 7-10 business days.
Upon receipt of this complaint, we have been unsuccessful in reaching Ms. [redacted] by phone.  We trust that this response clarifies any misconceptions Ms. [redacted] may have regarding the denial of her service request and satisfactorily resolves and concludes this matter.  If Ms. [redacted] does not receive her refund by 3/14/2014, she should contact me directly at [redacted] and I will be happy to assist her.

Complaint: [redacted]
I am rejecting this response because: Home Serve refused to divulge how many contractors they have in our area and how many were contracted to accept the job during the 9=hour time frame that they delayed in getting a worker to my home.  I will repeat my position that when I first HomeServe about the sewer back up, the water in my basement was a puddle about 24 inches in diameter. In four hours, it was 1 inch deep and the water was all around my basement. Nobody at HomeServe ever mentioned that it may take up to 48hrs for someone to come to the house. Had I known that "fast and reliable service means 48 hours and my basement potentially in 6 feet of sewer water by the time a "same day appointment " was fulfilled, I would have called a plumber myself and handled the problem earlier than even the four hours that HomeServe initially told me to wait for someone to call.  The burden is on HomeServe to prove that they have contracts with enough contractors in the area to handle emergency callers and to show that they did their best to get help to me, considering that I told them over and over how fast the water was rising. If they could not get a contractor to accept the job to come to my house when the water was 2 inches deep, why did they refuse my request to contact my own plumber and reimburse me for the work?                                    
Sincerely,
[redacted]

We are in receipt of the complaint filed by [redacted] and regret to learn of her dissatisfaction.According to our records, [redacted] enrolled in HomeServe’s Water Heater Repair and Replacement coverage (the “Coverage”) on July 24, 2017.  On January 26, 2018, [redacted] reported a breakdown...

with her water heater.  [redacted] requested a service appointment on February 20, 2018.  HomeServe sent a technician to [redacted]’s home, who called HomeServe to report that the water heater’s damage was due to wet animal bedding pushed against the base of the water heater, causing it to rust.  HomeServe received pictures of the damage from the technician and a HomeServe agent called [redacted] to advise her that, based on the technician’s diagnosis and the photographs of the water heater, the breakdown discovered by the technician was not the result of normal wear and tear.  On March 7, 2018, [redacted] called HomeServe back and requested to cancel the Coverage.  [redacted]’s request was processed, effective immediately.In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) called [redacted] on March 8, 2018, and advised that we would investigate her case and corroborate the onsite technician’s diagnosis about the cause of the breakdown.  On March 15, 2018, the CAT member followed up with [redacted], and advised that his investigation confirmed the validity of the original technician’s diagnosis that the breakdown observed on her water heater was not the result of normal wear and tear.  However, the CAT member offered to reimburse [redacted] for the cost of her own second opinion, up to the Coverage’s benefit limit, should she get one from a qualified, licensed technician that refutes the findings of our technicians, and finds that the cause of the water heater’s observed breakdown was the result of normal wear and tear.   [redacted] declined this offer, and instead requested a full refund of all fees paid for the coverage to date.  The CAT member advised [redacted] that she was not eligible for a refund of this kind, considering that this claim existed under the Coverage.  Upon further consideration, HomeServe has decided, as a matter of customer courtesy, to issue a full refund to [redacted] for $44.88.  This provides [redacted] with the relief she requested in her recent conversation with our CAT member and will, we hope, resolve this matter to her satisfaction. We thank you for the opportunity to respond.

The work order was initiated in Feb of 2016. The not only used a contractor that did not get a permit, or inspection, but also caused damage to my outside front siding & foundation. On July 21, 2016, the contractor finally came out, but just started. They advised that they would be out the next day to complete the job order, & repair the damage caused by their contractor. Not only did they not show up the next day, they didn't even have the common curtesy to call & reschedule. I would definitely not ever refer this Company.

Complaint: [redacted]I am rejecting this response for two reasons:  First, the company should notify a policy holder of any intent to discontinue a policy in time for the holder to take remedial action.  Homeserve gives no indication that this will be done in the future, nor do they accept any responsibility for omitting this step.  I have no other policy in which the intent to terminate is not make clear well in advance.   
Second, I have attached the flier given to me by HomeServe, which states, in prominent, large, bold print:  FOR FAST. AFFORDABLE, 24-HOUR EMERGENCY HOME REPAIRS.  This was exactly the pitch that was told to me when I purchased this policy.  For HomeServe to hold that  they are not responsible because their contract is at variance with their distributed flier smacks of downright fraud.  Had I known that their 24 hour service refers only to a call center, I NEVER WOULD HAVE SIGNED UP FOR THIS SERVICE.   I speculate that the majority of their customers are unaware that the only "emergency" service is a 24 hour call center.  
As HomeServe states in their response:  my original call for no heat went in at about 2:30 AM, and the technician arrived at the house at 5:40 PM, a time exceeding 15 hours., and more than sufficient time for the water pipes to have frozen.  II was able to "jury rig" the heating system and get the heat running but only by luck.  Furthermore, it is terrifying for an untrained person to rig a natural gas system, and indeed, a friend has his home destroyed a number of years ago by a natural gas explosion.  But I had no choice in this due to Homeserve's purposeful misrepresentations.  
I informed the HomeServe caller that if they want to send me the $50, that's fine but it was not to be construed as an indication that I am satisfied with the response or that I am thereby agreeing to withdraw any complaints.
Sincerely,[redacted] %