HomeServe USA Corp.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that that the business has contacted me for additional information.  Specifically, as of 11/14/2017, my contractor has been contacted by a business CAT and is working to provide the itemized material list requested.Alet hough the issue has not yet been resolved to my satisfaction, I am confident to report the CAT has been thoroughly communicating with me in attempting to finalize this matter.Thank you for the opportunity to respond
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]

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]
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We are in receipt of the complaint filed by Mr. [redacted] and are happy to report the matter has been resolved to his full satisfaction.
According to our records, on 7/15/2016 Mr. [redacted] contacted HomeServe to report a sewage backup and requested a service call under his Sewer/Septic Line Plus...

Coverage (the “Contract”). Prior to calling HomeServe to schedule the repair Mr. [redacted] contracted with a private contractor to clear the line, the contractor Mr. [redacted] called suggested running a camera in the line. On 7/16/2016 a member of HomeServe’s leadership team contacted Mr. R[redacted] about the service request. She explained that as the line was clear HomeServe would not deploy to run a camera through the line, however if he were to have a future issue to contact HomeServe before calling his own contractor. Mr. [redacted] expressed his understanding.
On 7/22/2016 Mr. [redacted]ontacted HomeServe again to advise that he was experiencing a new leak in the sewer line, and HomeServe deployed [redacted]) to his home on 7/25/2016. On 7/27/2016 [redacted] advised HomeServe that they located roots in the sewer line, and performed a root clearing. A HomeServe repair agent spoke with M[redacted] on 7/28/2016 at which time Mr[redacted] advised that he had a camera run in the sewer line on his own, and a separation in the line was evident. HomeServe then reached out to [redacted] to clarify, and [redacted] confirmed that there was a separation in the sewer line.
On 8/1/2016 [redacted] contacted HomeServe to provide a breakdown of the required repairs for the separated sewer line. [redacted] advised that a 5 foot replacement would be required, and the work would begin in 4 days after utility markouts were completed.
In response to this complaint a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted Mr. [redacted]n 8/2/2016, without success. Our CAT agent spoke with Mr. [redacted] on 8/3/2016, and confirmed that the repairs are moving forward. At that time the expectation was set to follow up again after all repairs were completed. On 8/23/2016 our CAT agent attempted contact with Mr. [redacted]peaking with him on 8/24/2016. Mr. [redacted] confirmed that the issues were fully resolved and that he was completely satisfied with HomeServe.
We trust this response satisfactorily resolves this matter, and thank you for the opportunity to respond.

We are in receipt of the complaint filed by Mr. [redacted] and are happy to report that we have resolved his complaint to his full satisfaction.
In response to this complaint, a member of our Customer Advocacy Team (“CAT”) contacted Mr. [redacted] on 9/21/2015 to discuss his concerns relating to his...

8/19/2015 water service line service call. Mr. [redacted] expressed his dissatisfaction with being denied a full water service line replacement. Our CAT agent explained that during the initial onsite inspection, our contractor, Walter’s Plumbing, detected two leaks in close proximity to one another and recommended a spot repair. Mr. [redacted] indicated that following cancellation of his service contract, he had performed the water service line repair himself and observed several additional leaks. Our CAT agent apologized and offered to provide Mr. [redacted] a gratuity check in the amount of $400, representing the full cost of the water service line repair performed by Mr. [redacted]. Mr. [redacted] accepted HomeServe’s offer and was appreciative of the call. Mr. [redacted] should receive the gratuity check within 3-5 business days.
We appreciate Mr. [redacted]’s patience in resolving this matter, and thank you for the opportunity to respond.

We have reviewed [redacted] request to remove her from our mailing list and concern as to how we obtained her information.
HomeServe obtains publicly available information for our mailings through third-party vendors, as do numerous companies. Unfortunately, sometimes an erroneous name or address may be included in that information. Utilizing standard direct-marketing methodologies, HomeServe periodically sends our mailers to residential addresses to inform homeowners of services that have been an enormous help to tens of thousands of homeowners.
As per her request, we have added [redacted] address to our internal Do Not Mail list. We ask that she please allow up to 4-6 weeks for mailings to her address to cease.  In the meantime, it is possible that [redacted] may receive a previously scheduled mailing as our system updates our mailing lists.
Thank you for allowing us the opportunity to respond.  We hope this response provides [redacted] with more clarity about HomeServe and how we obtain mailing information.

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.
  I did receive a phone call yesterday advising me that in addition to the refund of $71.88 , Home Serve USA will refund me that $12.50 overdraft bank fee.  I am very happy with this outcome, & happy it didn't cause any other checks to bounce on my account.  I want to thank you very much for all you did to help me resolve this issue .   
Sincerely,
[redacted]

We are in receipt of the complaint filed by [redacted] and are happy to report the matter has been resolved to his satisfaction. According to our records, [redacted] enrolled in HomeServe’s Exterior Water Service Line Coverage on March 15, 2003. Charges for the Water Service Line coverage...

are added to [redacted]’ water utility bill monthly. [redacted] also has HomeServe’s Exterior Sewer/Septic Line coverage and was enrolled in January 21, 2015. On February 15, 2018, [redacted] called HomeServe and spoke to an agent about cancelling his coverage. The agent offered to transfer [redacted] to cancellations, but [redacted] declined. [redacted]’s Sewer/Septic Line coverage expired on January 20, 2018, at the end of its previous coverage period. Because [redacted]’ Exterior Water Service Line coverage is attached to his water utility bill, when the home was sold and the utility bill is changed to the new homeowner’s name, the charges will automatically stop for [redacted]. In response to this complaint a member of HomeServe’s Customer Advocacy Team ("CAT") called [redacted] on February 26, 2018. The CAT agent listened to [redacted]’s concerns and advised [redacted] that the Sewer/Septic Line coverage was not on any kind of automatic renewal and the Water Service Line coverage would automatically cancel. The CAT agent advised that he had gone ahead and manually cancelled the Water Service Line coverage per [redacted]’ request. [redacted] was satisfied with the resolution. 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 are happy to report the matter has been resolved to her satisfaction.
According to our records, on 10/16/2016, [redacted] contacted HomeServe to report an issue with her sewer line and requested a service call under her Exterior...

Sewer/Septic Line Coverage. HomeServe deployed [redacted] to [redacted]s home, and they were onsite 10/25/2016. [redacted] identified that the issue was not with the sewer, the issue was with the water service line and would be covered under [redacted]s Exterior Water Service Line Coverage (the “Contract”). The technician from [redacted] advised they would need to run a leak detection test to locate the exact location of the leak.
On 11/14/2016, [redacted] requested that HomeServe deploy a different contractor, as [redacted] had not provided the results of the leak detection. HomeServe deployed [redacted] ([redacted] and they were onsite 11/16/2016. [redacted] advised that the entire water service line would need to be replaced, and the work could commence within 3 days.
In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted [redacted] on 11/15/2016, 11/23/2016, and spoke with her on 11/28/2016. At that time, [redacted]h was satisfied with the time frame presented by [redacted] Due to weather delays, [redacted] could not perform the repair on the originally scheduled date of 11/19/2016. On 12/12/2016, our CAT agent spoke with [redacted], and was advised they still had not been to Ms. S[redacted]s home to complete the water line replacement. She spoke with [redacted] on 12/14/2016, who requested to use a third party contractor[redacted] request was approved and our CAT agent asked [redacted] an invoice once the work was completed. Our CAT agent received [redacted] invoice on 1/16/2017, and provided a full reimbursement in the amount of $1,460.00. The reimbursement check was sent to [redacted]h via Federal Express. Our CAT agent spoke with [redacted] on 1/16/2017 and [redacted] expressed her satisfaction with the resolution to the complaint.
We trust this response satisfactorily resolves the complaint, and thank you for the opportunity to respond.

We have reviewed the complaint filed by Mr. [redacted] and regret to learn of his dissatisfaction with our optional 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 ** Revdex.com (“Revdex.com”) and has an “A+” rating.
Mr. [redacted] assumption that HomeServe uses “fraudulent practices” is wholly without merit. 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 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.
As per his request, we have added Mr. [redacted] address, [redacted], to our internal “Do Not Mail” list. We ask that Mr. [redacted] please allow up to 4-6 weeks for this request to be implemented. In the meantime, Mr. [redacted] may continue to receive solicitations while our system updates our files.
We trust that this response provides Mr. [redacted] with more clarity regarding our mailers and services, and thank you for the opportunity to respond.

[redacted]] [redacted]
[redacted] Subject: complaint   complaint was taken care of by the company I made complaint on after Revdex.com contacted them thank you for your help

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]

Very disappointed in HomeServe. I didn't know I was supposed to call them first so I called the repair people to come fix the problem. Now Home Serve will not reimbursement me the full amount I paid ($241.02) - they want to pay me $75.00 less. When I call them they are rude and say they will get back to me but they don't. I've probably talked to 6-7 people trying to get help.I asked for a phone number for the reimbursement dept. and the guy refused to give it to me. I just want to be reimbursed the amt. I paid. I live on Social Security so that $75 is a lot of money to me.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find this resolution will need be the final reply.  While not everything in the response is accurate I'm tired of going back and forth with them.  They are not a reputable company and did not live up to their contract.  Their own agent and service rep agreed with the reasoning of our dissatisfaction and confirmed that HomeServe under manned for the night we called for service because of the fact that the weather has been so good.  Again, HomeServe is not a company that lives up to their contract or advertisements.  Thank you for your time in this matter.
Sincerely,
[redacted]

We reviewed the complaint filed by Mr. [redacted] and are sorry to learn of his dissatisfaction.
On 10/10/2014 Mr. [redacted] enrolled in our Premier Heat PLUS Plan via the HomeServe website. Although the price shown is $12.87, the online checkout screen clearly states: “If applicable, local sales...

tax will be applied when your payment is processed.” Accordingly, the charges which Mr. [redacted] observed represent the contract price plus applicable sales tax.
As a gesture of goodwill, however, HomeServe has applied an $18.52 credit on Mr. [redacted]’s account. This credit exceeds the amount of sales tax that he would have otherwise paid toward his plan during the entire first year of coverage. In addition, we have updated Mr. [redacted]’s mailing address and he has since received a copy of his contract documentation.
We trust this matter has been resolved to Mr. [redacted]’s 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]

We are in receipt of Mr. [redacted]’s complaint and are happy to report that we have resolved this matter to his full satisfaction.
According to our records, Mr. [redacted] received a mail offer from HomeServe for a Heating System Repair plan (the “Contract”). Mr. [redacted]’s signed enrollment form was...

processed on 12/31/2014. On 9/11/2015, Mr. [redacted] called HomeServe to advise our agent that after observing that his water heater was leaking, Mr. [redacted] had his own contractor replace the water heater and was seeking reimbursement. Our agent advised Mr. [redacted] that water heaters were not covered under the Contract.
On 10/1/2015, a member of our Customer Advocacy Team (“CAT”) contacted Mr. [redacted] to discuss his concerns. There was some confusion as to what was covered and due to his dissatisfaction, Mr. [redacted] requested for the Contract to be cancelled. Per his request, the Contract was cancelled on 10/1/2015 and a refund check in the amount of $83.93, representing the full cost paid toward the Contract, was issued. Mr. [redacted] should receive the gratuity check within 3-5 business days.
We appreciate Mr. [redacted]’s patience in resolving this matter, and thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because the statement is false.  The incident of what happened makes HomeServe look like they did nothing wrong, and I just "exaggerated" the details.  First, when speaking with HomeServe's Customer Advocacy Team, I informed the individual how I felt.  Over the years, the service of the HomeServe technicians have declined.  The technicians are not as knowledgeable as they once were, and rush through the job to get to the next job.  The details of the incident are incorrect. I will, therefore, repeat the details of the incident.On the evening of February 23, 2016, a heating system in my home stopped working.  We had no heat or hot water in the house. Being that I have a Service Plan with HomeServe, I placed a call to HomeServe. I informed the customer representative the problem with my heating system. The customer representative scheduled a service call and a technician was dispatched to my home that evening on February 23, 2016. After taking a look at my heating system, the technician informed me that a new part needed to be ordered and he could not make any repairs. He further informed me that he would order the part and someone would come out to the house the next day to make the repair. On February 24, 2016, I did not receive a call from the HomeServe Parts Department.  In calling HomeServe in the morning to inquire if the part for my heating system was ordered, I was informed that the technician never logged in his report.  Therefore, no part was ordered and no technician will be coming out to the house to make the needed repair on the heating system. A new service call was issued for that day, February 24, 2016.  The two technicians who arrived at the house did not have the integrated control board to the heating system.  They "rigged" the heating system, informed my husband that the heating system was fixed, and left.  Unfortunately, there was only hot water; no heat. I called HomeServe again regarding this problem. A new service call was issued on the evening of February 24, 2016. The technician that arrived at the house an hour later did not replace a malfunctioning transformer on the heating system.  The technician informed my husband that the prior technicians had "rigged" the heating system, he did not know what was done,  and did not feel comfortable touching anything in the heating system.  He made a call to his dispatcher and informed him that the "lead" technician should be dispatched to my home the next day, February 25, 2016, to take a look at the "job" that was previously done on the heating sysgtem. There was an electrical smell in my home that night after the heating system was "rigged."On February 25, 2016, I called HomeServe after two days of no heat in my home.  I informed the customer representative regarding the problem with my heating system. The customer representative informed me that she did not see a service call scheduled for February 25, 2016 and would place a new service call. I was very upset and asked to speak with a supervisor. The customer representative placed me on hold and never returned to the telephone. I hung up the telephone and called HomeServe again. I informed the new customer representative of the problem I was having and what the prior customer representative had done to me (left me on hold and never returned to the phone). The customer representative repeatedly apologized and informed me that there was a service call scheduled between 8:00 a.m. and 12:00 pm on February 25, 2016.  At this point, I finally had a wonderful customer representative named Tameka who helped me.  Tameka was able to connect me with a Manager, Kelly J[redacted], who helped me tremendously.  Thanks to Tameka and Kelly J[redacted] I had a "Master Technician" dispatched to my home for repair of my heating system.On February 25, 2016, in the late afternoon, the heating system was repaired.  The Master Technician, Joe, dispatched to my home to make the repair is professional and has knowledge of how to fix the heating system.  Joe took his time to make the needed repairs, replaced old parts, and made sure that the heating system was working properly before leaving my home.On March 9, 2016, I spoke with the HomeServe Customer Advocacy Team, Laurie R[redacted].  I stuck to my story regarding the problems I experienced with my heating system from February 23rd through February 25th, 2016.  Ms. R[redacted] offered me a discount, which I accepted.  I was not aware at the moment that my story would be "twisted" so that HomeServe appeared in the right and I appeared like a liar.  That is unprofessional.  If taking a discount on my annual contract makes HomeServe feel that it can report a false report, please take back your discount.  I am not a liar and do not wish to be "paid" to look like a liar.  
Sincerely,
[redacted]

We are in receipt of the complaint filed by [redacted] and are pleased to report the matter has been resolved to her satisfaction. According to our records, on 7/15/17, [redacted] contacted HomeServe to report a burning smell coming from her washing machine, and requested a...

service call under her Home Appliance Repair Plus Coverage (the “Contract”).  HomeServe called upon the services of our network service provider, [redacted] Home Warranty Services Inc. (“[redacted], to assign a contractor to go onsite and determine the source of the smell and advise of the needed repairs.  According to our records, there were scheduling and communication challenges due to [redacted] limited availability (phone use restrictions) during her working hours and [redacted] hours of operation which resulted in multiple technicians being tasked to service the home and unexpected delays.   However, upon receipt of the replacement diagnosis on 8/8/17, steps were initiated to seek replacement authorization.  Authorization was granted on 8/14/17 and was followed up by several failed contact attempts to advise [redacted] of the same. On 8/18/17, [redacted] called to advise of her acceptance of the offer. On 8/22/17, the washer was ordered and [redacted] was advised to anticipate arrival within 3-5 business days. In response to this complaint, our Customer Advocacy Team placed several unsuccessful contact attempts to [redacted] on 8/15/17, 8/17/17, and 8/22/17 to discuss her customer experience and to be certain all matters were being addressed to her satisfaction.  On 8/24/17, HomeServe made contact with [redacted]d and she confirmed all matters were now proceeding to her satisfaction.  On 8/26/17, HomeServe placed a follow up call to [redacted] and she confirmed the washing machine had been delivered and she was pleased with the outcome.     We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond.

The word that comes to mind is "[redacted]." And theft. And incompetence. And junk-mail--lots of it. Complete lack of interest in performance. It's so bad, I'm considering self-insuring. We have a few properties insured & they cannot keep them straight, and due to the incompetence on the front end, I dread ever having to hope they perform. They won't rectify a $60 situation--I have little confidence they'd perform as insurers.