HomeServe USA Corp.

We are in receipt of the complaint filed by [redacted] and regret to learn of his dissatisfaction.According to our records, [redacted] enrolled in HomeServe’s Exterior Water Service Line, Exterior Sewer/Septic Line and Interior Plumbing and Drainage System coverage (the “Contracts”) by phone on...

December 26, 2017.  On March 9, 2018, [redacted] called HomeServe to cancel the three contracts and to request a refund of the two months of payments he paid.  We advised [redacted] he was not eligible for a refund and processed his cancellation request immediately.  In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) called [redacted] on March 14, 2018.  The CAT team member listened to [redacted]’s concerns and apologized for the situation.  The CAT agent confirmed that [redacted] did not have duplicate coverage and was not eligible for a refund but, as a good will gesture, offered to refund the $45.94 he paid to HomeServe since his enrollment.   The CAT team member advised [redacted] please allow up to twenty (20) business days for the courtesy check to arrive by mail. We trust this response satisfactorily resolves the matter to [redacted]’s 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.
According to our records, [redacted] contacted HomeServe at approximately 7:33PM on 5/8/2016 to report no heat at his residence and requested a repair under his Premier Heat Plan (the “Contract”). ...

Following a review of our scheduling system, our agent informed [redacted] that there were no same-day appointments available due to other previously scheduled repair appointments. Our agent placed [redacted] on hold and attempted to schedule a same-day appointment directly with our dispatch office, but was informed that they would be unable to have a technician out to [redacted]’s home that evening.
At this time, [redacted]’s call was transferred to a HomeServe supervisor. Our Supervisor re-contacted the dispatch office, but was unable to provide [redacted] with an earlier appointment. Our Supervisor did inform [redacted] that he could be scheduled for an appointment for first thing the following morning. Our Supervisor also offered to reimburse [redacted] the cost of a space heater in the interim; however, [redacted] declined this offer. Following a brief conversation with [redacted]’s daughter, [redacted] elected to cancel the Contract.
Per his request, [redacted]’s Contract was cancelled the following business day, and a refund in the amount of $231.85 was processed to account on file.
In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted [redacted] on 5/12/2016 to discuss his concerns. Our CAT agent reviewed the above and noted that every effort was made to provide him with a same-day repair appointment on 5/8/2016. Our CAT agent also explained that HomeServe’s repair hotline was available 24 hours a day, 7 days a week, and that repair appointments were subject to technician availability. Our CAT agent apologized for any inconvenience that [redacted] experienced that evening, but added that a technician could have been at his residence the following morning. [redacted] indicated his dissatisfaction and disconnected the call. Should [redacted] wish to discuss this matter further, he can contact our CAT agent directly at ###-###-####.
We trust this response satisfactorily resolves this matter and thank you for the opportunity to respond.

Complaint: 11607016
I am rejecting this response because:  I have left several messages for the lady who has called me.  She only left a message 1x in which I returned the phone call around Labor Day weekend.  I have spoken to the city ([redacted] has to told me there was no problem with the sewer this day. Funny how [redacted] is stating I had 2 inches of water in basement when they arrived.  I was told by Homeserv that they would not have entered my home if my home was under water.  This was not the first time [redacted] was at my house for this problem.  When they came this time the approach was different from the previous service call, they tried to snake the cap that should have never have been opened, the water comes out of this like [redacted]  I am not sure how they attempted this with 2 inches of water that was supposedly in my home.  The cap is not that easy to come off.  This is why it states on my claim that the most damage done to my home was in the laundry room where the cap is located.  The funny part the least damage was in the bathroom.  Homeserv, has stated many different things to me when this has happened.  They have stated the supervisor from [redacted] was going to call me never happened.  Supervisor from [redacted] was going to stop by never happened.  They have stated this happen because of the tremendous amount of rain.  If this was there procedure or policy “D [redacted] advised that when there is standing water in a home, a toilet should not be removed to snake the line” why did they try to do anything to my home.   The technician stated I needed to wait until it stop raining and place another call to get the service done.  I had a problem with [redacted] before I went thru Homeserv because water was leaking from my bathroom into my bedroom.  The service tech told me to make sure I close the door when I shower.  Honestly, I told him you have to be kidding me right.  Then he looked a little further and stated I need a new shower body.  Honestly, that was not what I needed fixed.  I started getting water in my living room.  I called HomeServ and they dispatched another Plumbing Company who actually found the problem, I was standing on pile wood in my shower. No fault of anyone that the previous home owner did not have the shower done properly.  So the moral of this point is they are not a reliable company to me.  HomeServ should have this entire document also. My home is in a flood zone.  I have only been flooded when there was [redacted] was flooded. The previous home owner in 2007 (I believe).   I have never had water in my home because of the city sewer being backed up.  If the city sewer was backed up several other homes in the surrounding area would have had the same problem as I did. The city sewer is not connected just to my house.  The DPW keeps all this on file.  There is no record of my sewer being the problem.  At this point we can go back and forth but the fact is [redacted] was contracted by HomeServ who cause damaged to my home.  A police report is on file and DPW is well aware of the situation.  HomeServ is responsible for the damaged done to my home. The $4000.00 is my $1000.00 deductible and $3000.00 is what the insurance did not cover.  
Sincerely,
[redacted]

We have reviewed the complaint filed by [redacted], and regret to learn of his dissatisfaction with our optional protection plan offers. 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 Canada. 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. HomeServe is part of an emerging service industry that allows homeowners to purchase service contracts protecting against water service line emergencies at their homes. Responsibility for repairing the water service line typically rests with homeowners, not with the local utility or government, and basic homeowners insurance typically does not cover the costs of repairing damaged exterior line components. The optional Line products offers home owner’s protection from the costs associated with the repair or replacement of the non-covered lines. Further, in his complaint, [redacted] referenced our affiliation with [redacted]. Our mailers explicitly state: “HomeServe USA Repair Management Corp. ("HomeServe"), with corporate offices located at [redacted], is an independent company separate from your local utility or community and offers this optional service plan as an authorized representative of the contract issuer. This disclosure is prominently displayed on the front page of the letter in the same size and type font as the other information on the page. HomeServe currently has partnership arrangements with over 60 utilities across the country, covering over 22 million households. HomeServe’s use of the [redacted] logo and name is the subject of a licensing agreement between the parties. All mailing materials are reviewed and approved by [redacted] prior to use. Per his request, we have added [redacted]’s address to 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 satisfactorily resolves the matter, and thank you for the opportunity to respond.

We have had 3 contracts with Home Service for approx. 3 years now. And yes, there have been times that I thought I was wasting money. But this past year if we had not had the contracts we would probably be in bankruptcy by now. It seems that everything fell apart at once. Perhaps one problem caused another or something. BUT....never once when I called Home Serve was I put off or unhappy with their service. The customer service people you talk with have all been professional and very helpful, and they seem to really care about your problems. The only negative thing I could say is we were unhappy a couple of times with the plumbers, etc. they sent. But still, I can't imagine the amount of money we saved because of Home Serve this past year. I certainly would recommend them.

We are in receipt of Ms. [redacted]’s complaint and are happy to report that we have resolved this matter to her full satisfaction.
In response to this complaint, a member of our Customer Advocacy Team (“CAT”) contacted Ms. [redacted] on 10/16/2015 to discuss her concerns. Ms. [redacted] expressed her...

dissatisfaction regarding the price increase during the current term for her Exterior Electrical Line Protection Plan (the “Contract”). Our CAT agent informed Ms. [redacted] that per the terms and conditions of the Contract, HomeServe reserved the right to assign, amend or adjust the price of the Contract. The CAT agent explained that price increases occur in order to maintain the quality of service when there is a high repair frequency or increase in costs in the area, and that HomeServe will notify customers by mail of any pending increases. Ms. [redacted] understood and appreciated the call from our CAT agent.
We thank Ms. [redacted] for her patience 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 [redacted] had a Water Heater installation completed by a HomeServe network contractor on 10/20/2017.  [redacted] called in to HomeServe for a gas leak on 10/24/2017,...

HomeServe dispatched out a network contractor for the gas leak. Upon inspection of the gas leak on the water heater the network contractor deemed the leak to be damaged due to the gas company that [redacted] called out to shut the gas off. A member of HomeServe’s Customer Advocacy Team (“CAT”) reached out to [redacted] on 10/27/2017 regarding the gas leak not being covered by HomeServe. [redacted] advised she has a tech coming to the home to address the leaking gas valve on the water heater. The CAT agent offers to reimburse [redacted] for her own contractor to come to the home for the repair. [redacted] accepted the reimbursement consideration from HomeServe.  Our CAT agent received the invoice on 11/9/2017.  The CAT agent reached out to [redacted] and advised the reimbursement has been approved in the amount of $374.00.  [redacted] will receive the reimbursement no later than 11/20/2017.   We trust this response satisfactorily resolves the matter, 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]

Complaint: [redacted]
I am rejecting this response because:
How long does it take not to stop the calls?  We do not feel it should take 30 days for the calls to stop.
Sincerely,
[redacted]

From: us c [mailto:[email protected]] Sent: Thursday, June 30, 2016 8:04 PMTo: [email protected]: Fwd: Complaint# ID [redacted]
---------- Forwarded message ----------From: us c [redacted]Date: Thu, Jun 30, 2016 at 7:59 PMSubject: RE: Complaint# ID [redacted]To: [email protected]...

complaint has been tentatively resolved, pending a release from HomeServe.  Please close this complaint.  Thank you.  **

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, on 5/19/2017, [redacted] contacted HomeServe to request a reimbursement for plumbing work he had completed. [redacted] obtained his own...

contractor after he disputed the out of pocket expense presented by HomeServe’s contractor Total Plumbing for a repair under his Interior Plumbing and Drainage Coverage (the “Contract”).
On 6/26/2017, HomeServe’s reimbursement department received [redacted]’s invoice, and our reimbursement agent contacted [redacted] to advise the reimbursement had been approved in the amount of $2,400.00. [redacted] was advised that the estimated arrival time frame is 30 days, and he expressed his understanding.
In response to this complaint, on 7/13/2017, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted [redacted]. Our CAT agent advised the finance team had confirmed the reimbursement check mailed on 7/12/2017, and arranged to follow up with him to confirm receipt of the check. On 7/28/2017, our CAT agent spoke with [redacted] and confirmed his receipt of the reimbursement check. [redacted] expressed his satisfaction with the resolution.
We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond.

We reviewed the complaint filed by [redacted] and are sorry of learn of his dissatisfaction. On 2/17/2018, [redacted]’s coverage expired. On 3/23/2018, [redacted] called to confirm his account status was still active, stating he had mailed a check on 2/28/2018 for $83.88. We advised [redacted]...

[redacted] due to a current processing delay manual checks can take 4-6 weeks to post. On 3/29/2018, [redacted] called again to see if his check had been posted to his account. [redacted] was advised to wait an additional two weeks to see if the check was received and processed.In response to this complaint, a member of the Customer Advocacy Team (“CAT”) attempted to reach [redacted] on 4/4/2018, and twice on 4/5/2018. The CAT team member was unsuccessful in contacting [redacted]. In response to [redacted]’s question on whether HomeServe is reputable and can be relied on.   [redacted] can rest assure knowing that HomeServe USA serves more than 3.5 million customers across North America, including Canada, holding 5.5 million service contracts.  In just the last three years, HomeServe has performed over 800,000 service jobs; 98% of customers surveyed after using our repair services would recommend HomeServe to friend and family.  We are a Revdex.com (“Revdex.com”) accredited business, which means HomeServe has met the standard of trust the Revdex.com upholds, with an “A+” rating.  We ask that [redacted] contact us at his earliest convenience at ###-###-#### so that we may assist with resolving this matter.   We thank [redacted] for his continued patience and thank you for the opportunity to respond.

We are in receipt of the complaint filed with your office by Mrs. [redacted] and are sorry to learn of her dissatisfaction with our optional Exterior Water Service Line offer.
HomeServe offers homeowners the option to purchase protection against breaks in the service lines on their property, including...

the exterior water service line. Responsibility for repairing these lines typically rests with the homeowner, not with the local utility or government, and basic homeowners insurance typically does not cover the costs of repairing or replacing a broken service line.
HomeServe utilizes standard direct-marketing methodologies to periodically send mailers, like the one received by Mrs. [redacted], 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]. As noted by Mrs. [redacted], our mailer bears the red [redacted] logo. HomeServe currently has partnership arrangements with municipalities and utilities across the country, covering over 22 million households. Like many municipalities and utilities, [redacted] allows HomeServe to market to their members, knowing that our goal is to free customers from the worries of home emergencies. We encourage homeowners to read the information in our mailers carefully and consider the benefits before purchasing our optional service contracts.
In addition, prior to offering a product in a specific zip code, HomeServe communicates with the local utility and municipality to verify that homeowners are responsible for the maintenance of the service lines on their property. Importantly, in the event a HomeServe customer finds that they have similar coverage, or that their local utility company or municipality is responsible for the maintenance of their service line(s), they can contact HomeServe to cancel their coverage. In such a situation, the customer would be entitled to a full refund of payments made, less any claims paid by HomeServe. Further, should HomeServe discover that the customer has overlapping coverage, or that a utility or municipality has responsibility for the maintenance of a customer’s service line(s), we will cancel the customer’s coverage and issue a refund of any payments, less any claims paid.
We have added Mrs. [redacted]’ address, [redacted], to our internal “Do Not Mail” list and ask that she please allow 4-6 weeks for her request to be implemented. In the meantime, Mrs. [redacted] may continue to receive solicitations while our system updates our files.
We hope this response will provide Mrs. [redacted] with a better understanding of the offer and potential benefits our products and services provide for [redacted] homeowners, and thank you for 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]

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, there were some mistakes in their response.  The complaint was due to them charging MY credit card for MY insurance policy that was cancelled, not [redacted]'s.
I have a house at [redacted] that the complaint was revolving around.  They charged my credit card even though the service was cancelled long before.
I called to discuss it and I see that they have reversed the charged on MY credit card, so it seems the matter has been resolved.
But this had nothing to do with [redacted]'s account.
Sincerely,
[redacted]

We are in receipt of the complaint filed by [redacted], and regret to learn of her dissatisfaction. According to our records, on August 1st, 2017 we sent [redacted]’s father, [redacted], a mailer offering Exterior Water Service coverage. [redacted] did not have coverage with HomeServe at the time...

the mailer was received. The mailer was sent to [redacted] to offer him protection against emergency breakdowns to his Exterior Water Service Line. In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) called [redacted] on September 25th, 2017 and left her a voicemail. The Customer Advocate also emailed [redacted] at the email address she provided with her Revdex.com complaint, asking for her father’s address, to put him on HomeServe’s Do Not Mail list. [redacted] replied and provided us her father’s address, authorizing us to add him to our Do Not Mail list. [redacted] has been added to the list, and we that [redacted] please allow 4-6 weeks for their request to be implemented.  In the meantime, [redacted] may continue to receive solicitations while our system updates.  We thank [redacted] for her patience.  If [redacted] has further questions regarding this matter, she may contact our Customer Advocate at ###-###-####.We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond. Tell us why here...

We reviewed the complaint filed by Mr. [redacted] and are sorry to learn of his dissatisfaction.
On 11/19/2013, HomeServe was contacted by the [redacted] who reported water pooling in their yard, indicating a possible water service line leak.  HomeServe deployed contractors who confirmed a...

water service line leak.  The contractor provided HomeServe with a repair estimate, but failed to begin the repair in a timely manner.
On 2/7/2014, HomeServe deployed a second plumbing contractor to diagnose the water service line and perform necessary repairs.  We found that the second plumbing contractor also delayed in assisting our customer, arriving on site on 3/24/2014.  The contractor advised HomeServe that they would follow up with an estimate for repairs.  According to our records, no estimate was ever received by HomeServe from the second contractor assigned to this claim.
In response to this complaint, we spoke with Mrs. [redacted] on 10/22/2014 and apologized for the process failures identified in our investigation of this matter.  HomeServe offered the [redacted] reimbursement for any covered repair expenses they may have incurred.  However, Mrs. [redacted] advised that no repairs had yet been performed on their water service line.  In response to this information, we immediately deployed a new plumbing contractor and assured Mrs. [redacted] that her claim would be closely monitored by our Repair Management department to ensure prompt resolution. 
As a gesture if goodwill, and to thank the [redacted] for their extraordinary patience, HomeServe has offered them a free year of Exterior Water Service Line coverage for the following year, beginning on 11/26/2014). Ms. [redacted] thanked us for the resolution and thorough investigation of this complaint. In Our contractor has advised us that they have scheduled an on-site repair for 10/31/2014. 
We trust our customers are satisfied with this resolution.  Should they have any additional questions regarding their repair, they may feel free to contact us at ###-###-####.  Thank you for the opportunity to respond.

Dear [redacted]:
Thank you for bringing this matter to my attention.  I sincerely apologize for the inconvenience this matter has caused you.  Enrollment and cancellation in the warranty programs that we bill for should be simple and stress free.  I have followed up with...

the telephone representatives that you spoke with and re-trained on appropriate handling of such issues.
I have also contacted Home Serve on your behalf and requested that the service be cancelled and all charges refunded.  It is important that we get Home Serve involved as the warranty program is something they manage.  L[redacted] simply acts as a billing agent for ease of payment.
You should receive a credit for the full amount of the charges so feel free to pay your current bill less the Home Serve charges.  If you have any questions or concerns, please do not hesitate to contact me directly.
Sincerely,
[redacted]
Manager, Customer Care

I called my electric provider [redacted] because the information for this policy arrived in a [redacted] envelope on [redacted] letterhead. [redacted] says that they have NOTHING to do with these people -- that they are just "partners"... What kind of crooked deal is this that they would "partner" with a company with such horrible reviews? How can this company stay in business with such horrible problems?