HomeServe USA Corp.

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 are in receipt of the complaint filed by [redacted]s, and regret to learn of her dissatisfaction.
According to our records, on 8/14/2017, [redacted] contacted HomeServe to report a leak under her toilet and requested a service call under her Interior Plumbing and Drainage coverage (the...

“Contract”). HomeServe deployed Drain Plumbing Service (“DPS”) and they were onsite 8/19/2017. [redacted] contacted HomeServe on 8/22/2017, as she had not received any response from DPS. HomeServe requested an update from DPA, and were advised the leak was located in the tank of her toilet. The Contract states: “WHAT’S NOT COVERED: . . .6. ANY FITTINGS OR FIXTURES, INCLUDING, BUT NOT LIMITED TO, WATER TANKS, WATER HEATERS, RADIATORS, BATHROOM FITTINGS, TOILETS, BATHS, SHOWER PANS, AND SINKS.” [redacted] was not satisfied with the diagnosis, and the HomeServe agent offered to send a master technician back to her home. The agent explained this would not be a second opinion, but anther technician from DPS.
In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) spoke with [redacted] on 8/25/2017. Our CAT agent apologized for the experience [redacted] had, and the wait for the technician. [redacted] had previously cancelled her coverage with HomeServe, and advised that her only desire was to have HomeServe improve the service level provided. Our CAT agent assured [redacted] that she would fully review the service call, and would provide the appropriate feedback to DPS. If [redacted] has any further questions, she may contact our CAT agent directly at 423-499-7815.
We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond.

I signed up for Homeserve protection in 10/2015 for a total of $59.88 annually which I paid by check. I prefer not to have outside parties with access to my account. I got my renewal notice for this year. The rate had INCREASED 20% - $71.88. There was no explanation of increased amount of claims and the cause of the rate increase. I would urge Homeserv to justify to customers why 20% rate increase is warrented. Since this went out to all residence in my city, I would imagine the inflow of preminums have actually increased greatly in the last 12 months.

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. That said, I would be curious to know if the [redacted] Water Company benefits from the Premiums paid to HomeServe.
Sincerely,
[redacted]

We are in receipt of the complaint filed by [redacted], and regret to learn of his dissatisfaction.
In his complaint [redacted] expresses his concern that having credit card information saved within the HomeServe system puts it at risk for hackers to access. HomeServe fully understands the...

concern, and have taken steps to safeguard our customer’s information. On HomeServe’s website, as well as internal systems, the only recorded data is the last 4 digits of a customer’s credit card. All other data is recorded in a secure system outside of the HomeServe system called [redacted], the information logged within internal HomeServe systems is a token/unique identifier. HomeServe is a certified Payment Card Industry Data Security Standards (“[redacted] compliant merchant since 2014. The data retained by HomeServe is in compliance with the regulations and laws regarding credit card data. Due to the measures taken by HomeServe [redacted]’s credit card information is not saved by HomeServe, nor is it stored on the HomeServe website.
In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted [redacted] on 2/17/2017, 2/22/2017, and 2/23/2017 without success. If [redacted] has further concerns regarding information security, he may contact our CAT agent directly at [redacted].
We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because having complained for two years to be told that they might add me to the do not contact list in 4 to 6 weeks is unacceptable.  The original letter used my utility and when I contacted them, they disavowed any relationship ([redacted]).  They insist in their bullying letter that I am required to maintain my system, but fail to observe either that (1) I am not required to buy their plan, or (2) they are required to stop sending me misleading and abusive letters after several years of complaints.
Sincerely,
[redacted]

Even with the existence of a known break in a sewer line, Homeserve contractors cannot fix it without creating a backup into the basement. Utterly ridiculous and stupid. Why create a health hazard in order to prove a known quantity? It is a ruse to get people to use their coverage while Homeserve can give customers the runaround while using up coverage on service calls that accomplish nothing.

We reviewed the complaint filed by [redacted], and are sorry to learn of his dissatisfaction.
On 7/21/2014, [redacted] contacted HomeServe and reported an exterior water service line leak at the stop box located on his property.  HomeServe deployed a plumbing contractor, [redacted] Excavating, on...

7/22/2014.
[redacted] contacted us on 9/10/2014 regarding a bill he received from his utility company for repairs to his exterior water service line.  [redacted] explained that [redacted] Excavating performed the repair work under the authorization of his local utility, which in turn billed [redacted] for the cost of the repairs. [redacted] confirmed with HomeServe that the local utility authorized and paid for the repair of [redacted]’s exterior water service line.
On 10/1/2014, we attempted to contact [redacted] by phone to advise him that HomeServe had approved a $930.00 reimbursement check for the repairs performed by [redacted].  HomeServe mailed the reimbursement check (Check #[redacted]) via [redacted] on 10/10/2014; the check was delivered on 10/14/2014.  
Should [redacted] have any further questions or concerns, we invite him to contact HomeServe at ###-###-####.  Otherwise, we trust this matter has been resolved to his satisfaction.  Thank you for the opportunity to respond.

We reviewed Ms. [redacted]’s complaint and regret to learn of her dissatisfaction.
0in 0in 10pt;" class="MsoNormal">The solicitations Ms. [redacted] referenced in her complaint are legitimate offers for optional Water Line Protection Insurance from Home Emergency Insurance Solutions (HEIS), a wholly-owned subsidiary of HomeServe USA.  In its introduction letter, [redacted] Water Company makes it very clear that the offer is optional and services are provided by a third party, HEIS.  The first paragraph states: “[t]he optional plan described in the enclosed materials, which is offered and administered by Home Emergency Insurance Solutions, can provide you with coverage…” (emphasis in the original).  Further down, it states: [c]overage from Home Emergency Insurance Solutions in an optional, third-party service not related to the water service you receive from [redacted] Water Company. As a [redacted] Water Company customer, you are under no obligation to sign up for this product”.  The reader is also provided with a toll free telephone number and web address to opt out of receiving future mailings.
In the enclosed offer, Home Emergency Insurance Solutions (HEIS) states that HEIS “is an independent company separate from [redacted] Water Company… All services are performed by a licenses and insurance independent contractor and not by [redacted] Water Company. Your choice of whether to participate in this policy will not affect the price, availability or terms of water service from [redacted] Water Company.”  That statement is not buried in fine print, but is presented in the same size type – and on the same page – as the main body of the offer. 
In addition, HomeServe is accredited with the Connecticut Revdex.com, with whom it maintains a rating of “A-“, not a “C” as Ms. [redacted]’s suggests.
Per Ms. [redacted]’s request, we have added her address to our internal “Do Not Contact” list.  We ask that she allow up to 4-6 weeks for the requested to be implemented.   In the meantime, the customer may continue to receive mailings while our system updates.  
Thank you for the opportunity to respond.  We trust that this response provides Ms. [redacted] with more clarity regarding our mailers and services and that it satisfactorily resolves and concludes this matter.

We have reviewed the complaint filed by [redacted] and regret to learn of her dissatisfaction with our optional Water Service Line offer.
HomeServe is a legitimate company with operations in 46 states. We serve more than 1.7 million customers across North America, including Canada, holding 2.8...

million service contracts, and have a 98% customer satisfaction rating among customers surveyed after using our repair services. HomeServe is accredited with the [redacted] (“Revdex.com”) and has an “A+” rating.
HomeServe obtains publicly available information for our mailings through third-party vendors, as do numerous other companies. We utilize standard direct-marketing methodologies to periodically send these mailers 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 Tennessee where [redacted] resides. In fact, over the last three years, HomeServe has performed over 800,000 service jobs; providing more than $150 million in customer savings.
As per her request, we have added [redacted]’ address, [redacted] to our internal “Do Not Mail” list. We ask that she please allow up to 4-6 weeks for the request to be implemented. In the meantime, she may continue to receive 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.

We have reviewed the complaint filed by Mr. [redacted] and are sorry to learn of his dissatisfaction.
Mrs. [redacted] enrolled in our Exterior Water Service Line Coverage (the “Contract”) via postal enrollment on 3/28/2015. Our records indicate that on 4/9/2015 a welcome letter and a copy of the...

Contract’s terms and conditions were mailed to Mrs. [redacted] at [redacted].
In response to this complaint, we unsuccessfully reached out Mr. [redacted] on 7/2/2015 to provide clarification regarding Mrs. [redacted] coverage. Per his request, a copy of the Contract was mailed to the above address on 7/2/2015. If Mrs. [redacted] has questions regarding her coverage or needs to request a service call, she may call HomeServe at [redacted].
We trust this matter has been resolved to Mr. [redacted] satisfaction and thank you for the opportunity to respond.

On 10/18/14 I contacted Homeserve at 6:30am due to furnace not working.I was told I would so wine would be calling to come out between 9-11..no one contacted me.I called again at 12:30 to see what the hold up was...They said still working on getting a contractor out to my house. Few hours passed bad nothing...every tine was in touch they said we are still working on getting a contractor..they stated have calls into 11 contractors and no one can come out until Monday.I finally put it into my own hands and finally was in touch with the on call person for a local heating business. He stated he had received no calls from Homeserve and also told me Homeserve will not send anyone out until normal business hours due to not wanting to pay overtime. In meantime Homeserve calls and tells me they have located someone 50 miles away that will be here Sunday morning. That was cancelled due to finding my own person. I don't appreciate the lies from Homeserve ...It took 13 hours to get someone to my home to fix the furnace!! VERY poor customer service.

We are in receipt of the complaint filed by [redacted], and regret to learn of his continued dissatisfaction.
In his complaint, [redacted] references the pictures provided to HomeServe. The pictures presented by [redacted] were fully reviewed by our Customer Advocacy Team (“CAT”) agent and the Regional Operations Manager (“ROM”). The pictures did not reflect any issue with the reinstatement. HomeServe does not find any evidence of poor workmanship in the concrete reinstatement. We do apologize to [redacted] for any frustration he has experienced through this process.
We trust this response satisfactorily resolves this matter, and thank you for the opportunity to respond.

We reviewed Mr. [redacted]’s complaint and are sorry to learn of his dissatisfaction with our optional Exterior Water Service Line Coverage offer.
HomeServe is a legitimate company with operations in 46 states. We serve more than 1.7 million customers across North America, including Canada,...

holding 2.7 million service contracts, and have a 98% customer satisfaction rating among customers surveyed after using our repair services. HomeServe is accredited with the CT Revdex.com (“Revdex.com”) and has an “A+” rating.
Our mailers are intended to inform potential customers of the services we offer that have been an enormous help to tens of thousands of homeowners, including those in the state of South Carolina, where Mr. [redacted] resides. In fact, over the last three years, HomeServe has performed over 800,000 service jobs; providing more than $150 million in customer savings.

We encourage Mr. [redacted] to read the information carefully and consider if HomeServe’s offer will be of benefit to him. We have added his address to our internal “Do Not Mail” list. We ask that he please allow 4-6 weeks for mailings to his address to cease. In the meantime, he may receive a prescheduled mailing as we update our files. We thank him for his patience.
We hope this response will provide Mr. [redacted] with a better understanding of the offer and potential benefits our products and services provide for South Carolina homeowners like him, and that you will reassure Mr. [redacted] that the offer and our company are legitimate.

Complaint: [redacted]
I am rejecting this response because:
This is all fine & good except that the charge is stil showing up on my current bill. I did not sign up for this service-ever! If Mr. [redacted] signed for it, it should be on his bill. I want this removed from my bill once & for all. I've been told by the water company that they can turn my water off if I do not pay. I had my lawyer check in  to this matter for me & was informed of the scam, that the water co. gets a kickback of 10% on each bill, Further, HomeServe has already been charged & fined in  England for the same scam. Please stop this company from stealing from the people of [redacted]. and all the other states where they are running the scam. According to past results, even the folks who did buy the insuranced have an extremely difficult time collecting on losses.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is "partially" but not  "entirely" satisfactory to me.
I was indeed told over the telephone by a Homeserve customer rep that "when we wrote them a personal check it gives
Homeserve the authority to withdraw payments fromour checking account without notifying us", I can provide the name of the rep if required but not the date or year. Their rep most likely did not enter the information in hisnotes because I told him I would file a lawsuit against Homeserve if he didOther than this the response is accepted.
Sincerely,
[redacted] & [redacted], **

Complaint: [redacted]
I am rejecting this response because: as it is stated from the business I complained to them about the meter box not the breaker box,
I do know the difference between the two. I also made an attempt to contact [redacted] without response,  I called and left a voicemail on 3/27/17 when I got home from work stating that I work from 8:30 to 5pm and being the number that I called is on central time I thought she would still be there.  I did make several attempts once on 3/28/17 from work and left a voicemail and again 3/30/17 5 time left my cell phone number without a response back from [redacted]                
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.
My thanks to the Revdex.com for their intervention and to HomeServe for the resolution of this matter.
Sincerely,
[redacted]

We have reviewed Ms. [redacted]’s complaint and regret to learn of her dissatisfaction. 
HomeServe sent Ms. [redacted] the first of three renewal notices informing her that her optional Water Service Line Coverage was due on 12/29/13, and that the cost was $77.88 to renew.  Ms. [redacted]’s coverage expired on 12/29/13 when no payment was received.   A fourth renewal reminder/expiration notice was mailed to Ms. [redacted], which offered a 10% discount if she wished to reinstate her coverage.  Unfortunately, it appears that the last renewal notice and Ms. [redacted]’s check crossed in the mail because on 1/03/2014, we applied as payment to Ms. [redacted]’s account her check which was dated 12/27/13, two days before the plan expired.   HomeServe advises customers to allow up to 15 business days from our receipt for mailed checks to be applied to their account. 
When Ms. [redacted] called HomeServe on 2/05/14 she was unable to give the account holder verification information that our representatives are required to obtain to protect our customers’ privacy.   The representative mentioned several other ways Ms. [redacted] could verify that she was the account holder, but Ms. [redacted] could not supply the information and asked for a manager.   The representative put her on two brief holds of no more than a couple of minutes each, and informed Ms. [redacted] that a supervisor was not available at the time, but one would contact her within the next 24-48 hours.   Ms. [redacted] did not accept this resolution and disconnected the call.
Upon receiving her complaint, we have attempted to reach Ms. [redacted] several times by phone, without success.   In an effort to ensure customer satisfaction, and in a gesture of goodwill, we will automatically provide Ms. [redacted] with the 10% discount in the amount of $7.79 to her next year’s contract upon her renewal.  If Ms. [redacted] elects to renew next year by check, she may subtract $7.79 from the amount due on the notice at that time.
Thank you for the opportunity to respond.  We trust that this response satisfactorily resolves this matter.

Complaint: [redacted]
I am rejecting this response because:I have not received their check for the costs that I incurred.
Sincerely,[redacted]
  [redacted]