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, however, it should be pointed out that the permission to "charge my account" might reasonably be interpreted as "charge to my Home Serve account."  The request by Home Serve to have the initial payment made by personal check, in combination with the supposed permission to directly access my personal bank account, gives this company about which I know nothing, all the account information needed to directly access my personal savings account.  While the explanation provided by Home Serve indicates no illegality, it does not adequately reveal the fact that the online application for service contains vague and easily misconstrued language.  I have absolutely no doubt that this obfuscation is deliberate.Thank you very much for helping me with this matter. I hope that enough people complain about this outfit to drive it out of business.Thanks again.
Sincerely,
[redacted]

We reviewed the complaint filed by [redacted], and are sorry to learn of his dissatisfaction.
According to our records, on 4/17/2014 [redacted] was enrolled in the Exterior Sewer/Septic Line Plus Coverage and billed $19.98 on a bi-monthly basis ($9.99 per monthly billing period).  HomeServe received payments for this contract on 6/3/2014 and 8/4/2014.
On 7/28/2014, [redacted] contacted HomeServe and advised that he did not recall enrolling in a contract.  We were also unable to confirm [redacted] enrollment and the coverage plan was canceled immediately.  On 8/1/2014, we instructed [redacted]’s utility company to credit the $19.98 payment made by [redacted] on 6/3/2014.
In response to this complaint, we contacted [redacted] on 8/21/2014 and advised him that another payment, also for $19.98, had been received by HomeServe on 8/4/2014. We noted that HomeServe had contacted his utility company and instructed them to credit the $19.98 payment.  [redacted] informed us that the charge had yet to appear on his utility bill, but thanked us for taking proactive action.  On 8/26/2014, we followed up with [redacted] and advised him that the source of the enrollment error had been detected and corrective action taken with the utility to ensure that no further charges would occur.
We trust that [redacted] is fully satisfied with this resolution, and thank you for the opportunity to respond to this complaint.

We are in receipt of the complaint filed by [redacted], and regret to learn of her dissatisfaction.
According to our records, on 9/17/2017, [redacted] contacted HomeServe to report a leaking pipe in her bathroom, and requested a service call under her Interior Plumbing and Drainage System...

Coverage (the “Contract”). HomeServe deployed [redacted] (“[redacted]”), and advised [redacted] she would be contacted within 4 hours to schedule. [redacted] contacted HomeServe again later that day, and advised she had not heard from the contractor yet. HomeServe’s agent contacted [redacted] directly, and discovered that they were unable to handle a same day appointment at that time. The agent explained that HomeServe would try to find another contractor who could come out that day, which was a Sunday, as [redacted] was without water. Later that day, [redacted] contacted HomeServe again, and was advised we were still trying to find a contractor who was available for a same day appointment. HomeServe’s deployment team contacted several contractors between 9/17/2017, and 9/19/2017, and had [redacted] onsite 9/19/2017, however [redacted] was not available at that time.
In response to this complaint a member of HomeServe’s Customer Advocacy Team (“CAT”) attempted to contact [redacted] on 9/27/2017, 9/28/2017, and 9/29/2017, without success. HomeServe regrets the inconvenience to [redacted]. If [redacted] will provide us with a copy of her invoice for the out of pocket expenses she incurred for the repair, our CAT agent will promptly review it and arrange to reimburse her for all covered repairs. [redacted] may contact our CAT agent directly at ###-###-####, or submit an invoice via fax to ###-###-####.
We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond.

We have reviewed the complaint filed by [redacted] and regret to learn of his dissatisfaction with our Water Service Line offer.
HomeServe Emergency Insurance Solutions (“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 CT Revdex.com (“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 [redacted], 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 his request, we have added [redacted], to our internal “Do Not Mail” list. We ask that he please allow up to 4-6 weeks for the request to be implemented. In the meantime, he 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 are in receipt of the complaint filed by [redacted] and regret to learn of her dissatisfaction.
On 1/15/2016, [redacted] contacted HomeServe and requested for her Exterior Water Service Line and Exterior Sewer/Septic Line Coverage’s (the “Contracts”) to be cancelled. [redacted] stated that...

she had previously sent a letter to HomeServe requesting cancellation of the Contracts. Our agent apologized to [redacted] and advised that HomeServe had not received any cancellation letter from her. Unfortunately, [redacted] was unable to recall what address the letter was mailed to. Per her request, the Contracts were cancelled on 1/20/2016. A pro-rata refund (with an effective cancellation date of 1/15/2016), in the amount of $11.42, was processed into [redacted] bank account on 1/21/2016.
We thank [redacted] for her patience and trust this response adequately resolves this matter. Thank you for the opportunity to respond.

We are in receipt of Mr. [redacted] complaint and regret to learn of his dissatisfaction.
Our records indicate that Mr. [redacted] enrolled in our Exterior Water Service Line coverage (the “Contract”) by mail on 4/25/2014. On his enrollment form, Mr. [redacted] selected the “EZ-PAY” billing option...

and elected to make annual payments for the Contract. Notably, the authorization in the EZ-PAY billing section provides: “I authorize HomeServe to charge my account for Water Service Line Coverage at the frequency specified above and my financial institution to debit these payments from the account provided. I understand that, regardless of the payment frequency I select, my coverage is based on an annual contract and will be renewed annually on the same payment terms selected at the then-current price” (emphasis added). A copy of Mr. [redacted] Acceptance Form is enclosed for your reference.
HomeServe mailed a renewal notice (enclosed) to Mr. [redacted], notifying him that the Contract would automatically renew on 4/25/2015 at the then-current contract price, $65.88. The renewal notice also provided a toll-free number Mr. [redacted] could use should he desire to cancel the Contact. On 4/25/2015, Mr. [redacted] coverage automatically renewed and on 5/1/2015 HomeServe processed Mr. [redacted] $65.88 annual payment.
In response to this complaint, a member of our Customer Advocacy Team spoke with Mr. [redacted] to provide clarification regarding his enrollment. Mr. [redacted] stated that he had forgotten about enrolling in the Contract and apologized for the complaint. He requested that the Contract be cancelled, which we did on 5/12/2015 and a $65.88 refund was processed. According to our records, Mr. [redacted] refund was returned to his checking account on 5/14/2015.
We trust this matter has been resolved to Mr. [redacted]‘s satisfaction, and thank you for the opportunity to respond.

We are in receipt of the complaint filed by [redacted] and are happy to report that we have resolved this matter to his satisfaction.
According to our records [redacted] spoke with a HomeServe agent at our contact center and enrolled in the Exterior Sewer/Septic Service Line Plus (the...

“Contract”) on 3/31/2014. During the enrollment process, our agent informed [redacted] that the contract would automatically renew following the end of the first year of coverage.
On 4/18/2015, [redacted] contacted HomeServe after receiving a suspension notice for the Contract. Our agent explained that the payment method on file had expired and required updating. [redacted] advised she would re-contact HomeServe to provide payment information. On 4/28/2015 [redacted] contacted HomeServe and provided updated payment information and the Contract was removed from suspended status.
In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) attempted to contact [redacted] to discuss his concerns but was unable to reach him. On 4/19/2016, our CAT agent was able to contact [redacted] and explained that the subject charge was for the renewal of the Contract. [redacted] indicated his understanding, but requested that the Contract be cancelled nonetheless. Per his request, the Contract was cancelled effective immediately and a full refund issued to the payment card on file. While we regret to lose [redacted]’s business, we are happy that we were able to resolve this matter to his full satisfaction.
We trust that this response adequately resolves this matter and thank you for the opportunity to respond.

We have reviewed the complaint filed by [redacted] and are sorry to learn of his dissatisfaction.
As a gesture of goodwill, HomeServe has processed a check in the amount of $4,372.00 to cover expenses [redacted] incurred as a result of a septic line issue on his property.  Per the [redacted]...

tracking information, [redacted] should receive the check by 2/14/2015. 
We hope this adequately resolves this matter to [redacted] satisfaction and thank you for the opportunity to respond.

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]

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 have reviewed the complaint filed by [redacted] and regret to learn of his dissatisfaction.
justify; MARGIN: 0in 0in 10pt">On 1/28/2015, at approximately 2:31AM, [redacted] contacted HomeServe and requested service call for a malfunctioned heating under his Premier Heat Plus plan (the “Contract”).  Our agent observed that [redacted] coverage was in a suspended state due to non-payment.  Upon further inspection, it was discovered that the credit card [redacted] had on file with HomeServe had expired and his monthly payment had not been processed.  [redacted] was advised to callback at 8:00AM to update the credit card information.
On 01/28/2015, at approximately 8:10AM, [redacted] called HomeServe to update his credit card information.  A service call was scheduled and a contractor arrived at his residence at 5:41PM that evening.  Onsite, the contractor was able to restore the functionality of [redacted] heating unit.
In response to this complaint, a member of our Customer Advocacy Team (“CAT”) spoke with [redacted] by phone regarding his concerns. Our CAT representative apologized for any confusion [redacted] had regarding the availability of service technicians and explained that the terms and conditions of the Contract provided: “Customers can obtain service under the Plan by call toll-free 24/7 at [redacted]. HomeServe will perform service under the Plan Monday through Saturday during the hours of 8 a.m. to 5 p.m.” 
 
In an effort to exceed customer satisfaction, HomeServe offered a gratuity in the amount of $50.00 for any inconvenience [redacted] may have experienced while scheduling the service call.  [redacted] accepted the gratuity and should receive his check by mail within 10-14 business days.
We trust this response satisfactorily resolves this matter and thank you for allowing us the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because: half of the information is false.  While I spoke with two (2) agents - one with the screw up on the appointment schedule change in the middle of a work day (had HomeServe told me they would be to my home early I would have taken a day off from work, but they didn't they scheduled me between 6 and 10 PM).  The statement that we waited so long "due to high volume of emergency heating jobs in the area" - really, what was the reason for the same treatment by HomeServe the only other time I called them for help?  And why is that reason being input here but never told to me when I called, never told to me when I spoke with your agents, etc.?  The second agent or CAT specialist I spoke with did apologize for our inconvenience but NEVER explained what a Premiere account is, never stated that the hours of service are Monday - Saturday 8AM - 5PM - what good is having a contract with HomeServe if a problem occurs between 5:01 PM and 7:59AM??, OR mentioned anything about a check being sent to us - does this "gratuity check" for the balance of our contract cancel our contract?  
Also please explain how you can claim 24 hour service  if your hours are so limited?
Sincerely,
[redacted]

[redacted] Sent: Tuesday, August 09, 2016 4:04 PMTo: Revdex.com <[email protected]>Subject: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #[redacted]Please note that I received a check today from...

HomeServe USA for $125.00 by FederalExpress.  It seems as though once I put this issue on their Facebook page they immediatelycut the check yesterday on 8/8/16 and sent it overnight.Thank you for your help.

We are in receipt of the complaint filed by Mr. [redacted] and are happy to report that this matter has been resolved to his full satisfaction.
On 10/18/2015, Mr. [redacted] contacted HomeServe to report a backup in his plumbing system and requested a service call under his Internal Plumbing and...

Drainage Coverage (the “Contract”). Mr. [redacted] advised HomeServe’s agent that he did not want a contractor working on Sunday and asked for a contractor to be on site the following day. Per his request, the job was deployed to [redacted] (“[redacted]”), and he was advised that [redacted] would contact him to schedule on 10/19/2015 between 8-12PM. On 10/19/2015, Mr. [redacted] contacted HomeServe and advised that [redacted] had not yet arrived at his residence. HomeServe conferenced in Mr. [redacted] with [redacted] and he was informed that their technician would be onsite in the afternoon and that Mr. [redacted] would be contacted approximately 30 minutes before their arrival; Mr. [redacted] accepted.
In response to this complaint, on 10/21/2015, a member of our Customer Advocacy Team (“CAT”) contacted Mr. [redacted] to discuss his service call. Mr. [redacted] informed our agent that [redacted] was onsite on 10/19/2015 and remedied his plumping issue; however, Mr. [redacted] expressed dissatisfaction with the call handling on the date of his service call. Our CAT agent apologized for the inconvenience and frustration he experienced and indicated that his concerns regarding call handling would be reviewed internally. Mr. [redacted] indicated his satisfaction with our agent’s resolution of his complaint and thanked them for the call.
We thank Mr. [redacted] for his patience and trust that this response adequately resolves this matter. Thank you for the opportunity to respond.

We have reviewed the complaint filed by [redacted] and are sorry to learn of her dissatisfaction. On 01/14/2015, [redacted] contacted HomeServe and requested that a copy of his Premier Heat Plus plan (the “Contract”) be mailed to him. Per his request, a copy of the Contract was sent to the...

address HomeServe had on file, [redacted] In response to this complaint, we reached out to [redacted] and verified her mailing address. We have updated the [redacted] account information and have forwarded a copy of the Contract to [redacted]. We trust this matter has been resolved to the [redacted] satisfaction and 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]

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] I have not tested the unit yet because it's too cool. I have not received the 250.00 check yet either but their response is ok pending the correct function of the unit and the check

We have reviewed the complaint filed by [redacted] and regret to learn of her dissatisfaction with our Exterior 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 CT Revdex.com (“Revdex.com”) and has an “A+” rating.
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 [redacted], 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]’s address, [redacted], to our internal “Do Not Mail” list. We ask that [redacted] please allow up to 4-6 weeks for this request to be implemented. In the meantime, [redacted] may continue to receive solicitations while our system updates our files.
We trust that this response provides [redacted] with more clarity regarding our mailers and services, and thank you for the opportunity to respond.

We reviewed the complaint filed by [redacted] and regret to learn of his dissatisfaction.
[redacted] contacted HomeServe on Saturday, 12/21/2013 to have his water heater drained so that a plumber could isolate the source of a leak. Due to an issue with his account he was advised to contact our Customer Service department on Monday, 12/23/2013, to discuss his account. On 12/23/2013, [redacted] informed us that he had the work performed by his plumber and asked that HomeServe reimburse him $385.70.
When reviewing the invoice provided by [redacted], our case manager could not reach [redacted]’s plumber to verify some of the information. The phone number on the invoice was a fax line, and the business address listed on the invoice belonged to another business. However, as a gesture of goodwill we advised [redacted] on 8/13 that his reimbursement was approved and to please allow 7-10 business days to receive his reimbursement.
We trust [redacted] is fully satisfied with this response, and thank you for allowing us the opportunity to respond.

We have reviewed the complaint filed by Mr. [redacted] and are sorry to learn of his dissatisfaction.
According to our records, on 9/17/2014 we processed Mr. [redacted] personal check with his signed enrollment form for our Water Service Line Coverage.   Mr. [redacted] chose the ‘E-Z PAY” option, with quarterly payments in the amount of $16.47.
Mr. [redacted] contacted HomeServe on 9/16/2014, and our agent informed him that his account was not yet entered into HomeServe’s system.  She also explained that it generally takes between 2 -3 weeks to process an enrollment form submitted by mail.
In response to this complaint, HomeServe contacted Mr. [redacted] and advised him that, we would cancel his contract immediately, and  because his enrollment check had not yet been cashed, it would be safely destroyed and his banking information had been deleted from our records.    
We trust this matter has been resolved to Mr. [redacted]’ satisfaction, and thank you for the opportunity to respond.