HomeServe USA Corp.

Review: I paid $77.88 for 2014 contract the end of December 2013. My check cleared.I received another invoice for less money $70.09 on January 11, 2014 stating that my contract expired. When I called HomeServe (I think I spoke to a [redacted]) he wouldn't speak with me regarding my account because I had a different phone #. I had given him my name, address and Customer ID# and Statement#. I asked for a manager, he told me that one would get back to me in 24 to 48 hrs....which I did not believe him. How can they charge me one amount and then send me another invoice with a lesser amount telling me that I have no contract and then not even try to clarify the matter. Have they been taking my money all these years fraudulently. It is frustrating when you are put on hold for a lengthy time and then they don't even want to speak to you.Desired Settlement: I want to know if I have a valid contract....and want explantion of why I paid more on the first invoice and why they are even sending me a second invoice telling me that my contract expired.

Business

Response:

We have reviewed Ms. [redacted]’s complaint and regret to learn of her dissatisfaction.

Review: We have had a heating system service contract for a number of years with your company and based on the first real need for a service call we are cancelling this coverage very soonYesterday, Tuesday December we called in a report of no heatWe were told that a service repair person would be coming between and 6, but would call with a more precise time window before comingThe service person showed up without callingUpon inspection he identified the part needed and which was not on the truck but had to be orderedWe were told that we would be called when the part arrived so that installation could happen promptlyToday, in the morning on Wednesday December we called to request that our cell phone numbers be added to service ticket so that we would not have to stay home and wait for a phone call, but rather could leave the houseAdditionaly, a day was taken off from work today in anticipation of receiving the call that the part was in stock,This afternoon, since the house remains cold and the weather is getting even colder, we called again to inquire as to the status of our repairWe were told that we are scheduled for installation TOMORROW, Thursday December HOW COULD HOMESERVE SCHEDULE AN APPOINTMENT WITHOUT EVEN CONSULTING US? WHY WERE WE NOT CALLED TO BE TOLD THAT THE PART WAS IN STOCK THIS MORNING?SINCE HOMESERVE FAILED TO HAVE THE PART and FAILED TO CALL US AT ALL, WE SHOULD HAVE BEEN GIVEN A HIGH PRIORITY COMMITMENT TO COME INSTALL THE PART TODAY !Desired Settlement: Compensation requested in the form of refund of the price of an annual Heating Service ContractFailure to provide adequate service
Business
Response:
Thank you for bringing [redacted] concerns to our attentionWe are sorry to learn of his dissatisfaction

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.

Review: JUST FOUND OUT AFTER 2 WEEKS OF WAITING FOR INTIAL POLICY TO BE ISSUED THERE IS A COMPUTER PROBLEM FOR THE WATER COMPANY TO APPROVE MY OBTAINING WATER LINE INSURANCE SUGGESTED THEY ISSUE THE APPROVAL MANUALLY AND I WILLPAY DIRECTLY TO HOME SERVE TILL THEY CORRECT THEIR SYSTEM PROBLEM WAIT TILL THEY CORRECT THEIR PROBLEM MY TAKE WEEKS PLUS THERE IS A 30 DAY WAIT AFTER POLICY IS APPROVED BY WATER COMPANY THIS MEANS IT COULD TAKE MONTHS STRANGE LAST WEEK COULDNT BE TOLD ABOUT COMPUTER PROBLEM BY REP FROM HOME SERVE , NO ONE CALLS TO EXPLAIN OR INVESTIGATES TILL I CALL MORE THAN ONCE AND THEY PROMISED THEY WOULD INVESTIGATE LAST WEEKNO ONE IS ANYTHING JUST EMPTY WORDSDesired Settlement: ISSUE THE INSURANCE POLICY MANUALLY DURING THE 30 DAY WAIT FIX THE COMPUTER BILL ME MANUALLY ,ON THE QTR WITH WATER OR WILL PAY IN ADVANCE RESOLVE IT NOW!

Business

Response:

We reviewed Mr. [redacted] complaint and regret to learn of his dissatisfaction.

Review: I Purchased two contracts with company for water freeze protection and sewer freeze protection. I was charged [redacted] sales tax for both these items. I sent the vendor documentation from the [redacted] Legislature indicating that the sales tax on these items was abolished prior to my purchase and I requested a refund which did not happen.

Product_Or_Service: Frozen Main/Frozen Sewer insurance

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would appreciate the BB securing a refund of $16.57 for the tax erroneously charged.

Business

Response:

We reviewed [redacted] complaint and regret to learn of his dissatisfaction.

My hot water heater was leaking and I contacted HomeServe who contacted a licensed plumbing company and within 3 days I had the leaking hot water heater replaced with similar new. I was only responsible for the installation of a shut-off valve parts/labor, that should have been installed previously, but wasn't when the previous heater was installed. Overall experience was positive. The consumer needs realize that this insurance is to lessen the intensity of the overall repair costs in an emergency situation and may not completely cover all costs associated with said repair/replacement under HomeServe.

Review: Called Home Serve USA , Interior Electric Coverage, last 9/16 or 17, for a Electrical repair, in one of the bed room, The serve was schedule for 9/18/2014, but had to reschedule for Friday morning, by [redacted] from [redacted] electric. On Friday, waited all morning, and no phone calls, of why of the delay. Called [redacted], around 11:00 am, asking if there was any problem, because he didn't came or called. His respond was; the ticket was passed on to another technician, who have not called. Called the HomeServe , was given a phone number of the technician, I called, over the phone, said will be around 1:pm. He came, my son explained to him, the electrical problem in his room. He didn't even went into the room, where the problem was, didn't asked any questions, only checking outlets, went into another room, where there was some quest sleeping, without knocking or even asking, if he could go in. Was told to wait a second, for her to get dress. He didn't waited. My son asked him , what was the problem, said , he didn't know and left. I called HomeServe, and asked to speak to manager, spoke with [redacted], was told had to wait until Monday. On Monday no calls, called again Tuesday, and asked to speak to a manager, spoke with [redacted]. said for me to call around for an electrician, I did, called her back, none of them accepted. Said didn't have a tech. questioned them, why advertise a service they are unable to give. I'm paying for this service. they as a company, have poor communication skills, unresponsible, since a week calling, including today, called around 10am is 12:58 no call back.Desired Settlement: To Send a technician for electrical repair, be responsible to communicate clear with client., their advertisement should be investigated. I been paying for this service for 2 years, not once have I called. OR USE THEIR SERVICES. Now that I called, there is problem with their services. They are called; HomeServe Protecting homeowners in [redacted] is part of [redacted]. They been on service for 10 years, and have problems to hire contractor for electrical repair?Something is not right.here. Plus, the emotional situations, they have put me through, I work nights shifts, have not slept well, waiting for calls or their technicians. Today, called CUSTOMER Service, they called case manager [redacted], no return call, is 1:12 pm, I worked last night, have not slept yet, still waiting for her call. Is this fair?

Business

Response:

We reviewed the complaint filed by [redacted] and are sorry to learn of her dissatisfaction.

Review: We believe Homeserve is a company that advertises in tremendous bulk to our community (and probably many others) in order to scare residents into subscribing to their service. We signed up many years ago with this company but did not renew because their customer rep told us "when we wrote them a personal check it gives Homeserve the authority to withdraw payments from our checking account at their discretion". Since then, they have been relentless with many years more frightening monthly mailers to us that imply our water & sewer lines are in jeopardy of failing. After a 2014 pipe collapse on our property, we did subscribe again from fear, this time using a money order so they could not access our bank account. The letters address similarly worded services (ex Exterior Water Service Line, Exterior Sewer Septic, Service Line), and we fear that we have now signed for a coverage that we did not understand their nomenclature. I called the customer rep "Carla" on 10/14/2015 to complain about the aforementioned issues and also asked to be removed from their mailing list. Since then I have received more "scam" mail and are still on the mailing list. For a second is[redacted] I spoke to my insurance carrier and was told that if I buy insurance with an outside service like Homeserve, it cancels the coverage on my homeowners policy, which may cover more than this outside company. I believe this is a company that makes their profit through excessive advertising with techniques to scare innocent homeowners into signing with them. regardless of our results with the Revdex.com I also plan to bring attention to this type of scam and company to my Towns board of trustees for examination.Desired Settlement: I would like this company Homeserve, aka HomeServe USA Repair Management Corp., aka HomeServe USA Corp.,

aka HomeServe USA Repair Management ([redacted]) Corp., aka HomeServe USA Energy Services, aka HomeServe USA Energy Services (New England) to refund our money and never contact us again through any means, especially mailed advertising to our home

Business

Response:

We are in receipt of the complaint filed by Mr. and Mrs. [redacted] and regret to learn of their dissatisfaction with our optional service contract offers. Their assertion that HomeServe mailings are “scam mail” or are used to “scare residents” is wholly without merit.

HomeServe is a legitimate company with operations in 48 states, and has been serving customers in North America since 2003. Over the past three years, HomeServe has provided over $192 million in services to its customers, representing 890,000 service jobs across its product lines. We serve more than 2 million customers across North America, including Canada, holding over 3 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 and has an “A” rating.

HomeServe utilizes standard direct-marketing methodologies to periodically send mailers, like the one received by the [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]. We encourage homeowners to read the information in our mailers carefully and consider the benefits before purchasing our optional service contracts.

In their complaint, the [redacted] indicated that a HomeServe agent previously informed them that HomeServe may make withdrawals from their checking account “at [our] discretion.” Following a review of our records, HomeServe was unable to find any evidence suggesting that the [redacted] were provided with this information during their prior interactions with our agents. However, we would like to take this opportunity to clarify that HomeServe only withdraws funds from a customer’s account when it has been specifically authorized to do so by the customer.

In their complaint, the [redacted] also referenced a conversation with their insurance carrier regarding “[buying] insurance with an outside service like HomeServe . . . .” Importantly, the service contacts offered by HomeServe in [redacted] are not insurance products. Rather, the service contracts sold by HomeServe provide homeowners with protection against costs associated with the emergency breakdown of the major systems servicing their homes, including water or sewer service lines. 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. The Exterior Water Service Line product offers homeowners protection from the costs associated with the repair or replacement of municipal service or private well lines.

Notably, 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. 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 is[redacted] a refund of any payments, less any claims paid.

Mr. [redacted] contacted HomeServe on 10/14/2015 and informed our agent that he had previously enrolled in the Exterior Water Service Line Coverage (the “Contract”) but was still receiving mailers for the same product. Our agent advised Mr. [redacted] that the mailers he received were for the Exterior Sewer/Septic Line Coverage, and not for the Contract. At this time, Mr. [redacted] requested for his address to be added to our internal “Do Not Mail” (“DNM”) List.

Per his request, Mr. [redacted]’s address, [redacted], was added to our internal DNM list. Our agent asked that Mr. [redacted] please allow 4-6 weeks for his request to be implemented, and noted that in the meantime he may continue to receive pre-scheduled solicitations while our system updates our files. According to our records, it appears that Mr. [redacted] may have received a pre-scheduled mailer following his DNM request. In the future, Mr. [redacted] should not receive any additional solicitations.

Further, per their request, we have cancelled the Contract and processed a refund check in the amount of $65.88, representing the full cost of the Contract for the current coverage period. The [redacted] can expect to receive the check within 10-15 business days.

We hope this response will provide the [redacted]’s with a better understanding of the offers they have received from HomeServe and the potential benefits our products and services provide for [redacted] homeowners. Thank you for the opportunity to respond.

Consumer

Response:

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], **

Review: I have a sewer line protection policy with Home Serve. In the fall of 2013 the sewer line backed up and I called a local plumber to have it cleaned out. Upon calling Home Serve I was informed that they would have paid for the service had I called and that if it happened again just to call and they would send someone out and they would have the line cleaned and send the camera down the line to see what the problem was. On July 5, 2014 my sewer line backed up again. I called and requested service around 10:50 A.M. By late afternoon I had still not heard so I called back. The rep said that the first company had not responded. I explained that I was concerned that if the sewage backed up too far it would destroy my HVAC and hot water tank. About 60 minutes later the second plumber showed up and snaked the line. I asked what about the camera and he said it would be up to Home Serve. I called Home Serve and explained my concerns. They said they would want to wait and see before making that determination. Sunday, the line backed up again and they sent the same plumber and he snaked it again and said he would send a request asking to send the camera down. Basically after he did that Home Serve denied the request. Apparently their approach is just keep having a plumber snake the line. Although that is apparently limited to 2 times a year. If the line backs up too far my HVAC and hot water tank will be ruined. In addition, I have to keep cleaning raw sewage because I can't afford to have a professional do it and if I file too many claims with my homeowners insurance they will drop me. Since this started I have had a respiratory infection which won't go aware and my home also smells like a sewer. If Home Serve is not going to honor their policy and attempt to find out what the problem is that keeps causing the line to back up I want a full refund of all premiums paid up to this point. The policy is supposed to cover replacing the line but if they won't do anything that will never happen.Desired Settlement: Either allow a camera to be sent down the sewer line to determine the problem or give me a full refund of all premiums paid to this point.

Business

Response:

We have reviewed the complaint filed by [redacted] and are sorry to learn of his dissatisfaction regarding his repair claim.

Our records indicate that on July 5, 2014. [redacted] called and reported that he had a sewage backup in his home. We deployed a plumbing contractor who was onsite the same day and cleared the blockage in the sewer line, restoring functionality to [redacted]’s drains. [redacted] called us on July 6, 2014, and advised that his sewer drains were blocked again. HomeServe redeployed the plumbing contractor, who cleared the line again, and advised that a camera inspection of the sewer line would be necessary to identify the cause of the frequent blockages.

In response to [redacted]’s complaint, we instructed our contractor to expedite the camera inspection, which was performed on 7/18/2014. We informed [redacted] on July 22, 2014 that HomeServe is awaiting the repair recommendations from the contractor based on the results of the camera inspection. [redacted] acknowledged that he filed the Revdex.com complaint unaware that HomeServe had already approved his camera inspection.

Our contractor recommended a 30-40 foot section repair to the sewer line. The cost of the repair exceeded the repair contract’s benefit limit. On 7/28/2014, we advised [redacted] of the out-of-pocket expense for the remaining balance and he accepted and authorized the repair to commence. Our contractor completed all repairs to the sewer line on 8/4/2014, and then performed basic restoration to the work area.

Thank you for the opportunity to respond. To thank [redacted] for his patience in the matter, we have discounted all the remaining fees of [redacted]’s contract so that he may enjoy the coverage for the current term free of charge. We trust this matter has been resolved to [redacted]’s satisfaction, and are pleased to keep him as a valued HomeServe customer.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: See below. The bold face item is an email from [redacted]. The other names are other plumbers that HomeServe was trying to contact to fix the issues created by the first plumber. (Damages to property creating a sinkhole ) You can call for a more detailed explanation.

Review: I have issue with the header on the solicitation to purchase insurance. I was ready to buy the insurance because the letterhead reads my local water company, [redacted] County Water District. They used the logo. I thought this was from my water company encouraging me to purchase the insurance. It wasn't for a few days and reading the print at the bottom of the letter that this company is not at all affiliated with my local government water company. Why are they allowed to use the water company's logo?Desired Settlement: I hope this company is forced to stop using local government logos to try to get people to buy their insurance.

Business

Response:

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 [redacted] Line offer.

In her complaint, Mrs. [redacted] referenced HomeServe’s use of [redacted] County Water District’s (“[redacted]”) logo. HomeServe currently has partnership arrangements with municipalities and utilities across the country, covering over 22 million households. Like many utilities, [redacted] has seen the opportunity for cooperation and partnership with HomeServe to provide an optional protection program to the homeowners they serve. Importantly, HomeServe does not present itself as affiliated with any utility. In fact, our mailers state explicitly that “Home Emergency Insurance Solutions, [redacted], with corporate offices located at [redacted], is an independent company separate from [redacted] County Water District. . . .”(emphasis supplied).

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 pre-scheduled solicitations while our system updates our files.

We trust that this response satisfactorily resolves this matter and thank you for the opportunity to respond.

If you want basic coverage to help you financially in the event something happens with your sewer line, then go ahead and pay for this. If you want half decent costumer service and people that are responsive when it matters most, do not pay these people. Very disappointed and having to spend a lot of money to replace our sewer. They are only willing to give the minimum and never went above and beyond to help us at a very difficult time.

Review: Truly I have nothing of my personal information posted, printed, or documented that I own home property. I may reside here, but giving forth my banking information to a company in Connecticut for water line protection on a home that is not my own wouldn't be (most likely) honored if something was to happen. Therefore, it seems like a phishing scam, whether legitimate or not.Desired Settlement: No more contacts from the company.

Business

Response:

We have reviewed the complaint filed by [redacted] and regret to learn of his dissatisfaction with our 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.

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]' address, [redacted], to our internal “Do Not Contact” 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.

Review: We bought Outside Electrical Insurance Coverage in October of 2013 through [redacted] (our Electric Company)and Home Serve USA. In June a problem occurred. We called [redacted] and they confirmed outside coverage and gave us the Home Serve phone number. We called them, our electrician (who fixed the problem in the outside box temporarily) and a [redacted] rep. came and filed a report. We did not receive a call back from Home Serve. Two weeks later, the problem recurred. The insurance was called. They verified $3,000. of outside coverage.They notified their agent who was to come by 12:00 noon the next day. The agent did not phone or come and after several more calls and emails did arrive near the end of the day. We were told that the outside would be covered not the inside, that would be needed as a result of the outside repairs. An estimate would be ready within the week. Estimate has not been received. I have called several times and now the insurance is refusing to pay. They say the box needs upgraded. That was not in our agreement and no such notification was given with the application.Desired Settlement: The outside repairs should be covered as contracted and paid for and verified by both [redacted] and Home Serve. The inside has no problem at present. If changing the outside box requires a change in the inside electric it would seem that should also be covered.

Business

Response:

We reviewed the complaint filed by [redacted], and regret to learn of his dissatisfaction with his service call.

Review: HomeServe USA sent a letter regarding their water service line insurance to my 14 month old baby. In addition their letter is obviously designed to prey on individuals who don't realize that their business is not affiliated with the local water municipality, which makes it predatory in nature. I have no idea where these guys are buying their direct mail marketing list from, but they should probably consider finding a new vendor. Please remove my address AND my daughter's name from your database immediately.Desired Settlement: Take my address and daughter's name off your list immediately

Business

Response:

We have reviewed [redacted] complaint and regret to learn of his dissatisfaction with our Water Service Line offer.

Review: I signed up for exterior electrical line protection plan coverage to cover March 2015 thru Mar 2016 for a fee of $5.49 per month. I just received a letter that my fee is being raised to $5.99 as of Nov. 1, 2015. This is unfair business practice because my agreement is for 1 year, not for 7 months. They should not be allowed to do this. I contacted the company and they told me "that's what they do" and gave no other reason or explaination.Desired Settlement: The increase should not be in effect until April 2016 as per our agreement.

Business

Response:

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.

Consumer

Response:

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,

Review: I signed up for a service plan it took 3 months to finally get a date for a tune up for my ac unit. Spoke with agents several times to call cell phone when the technician was in route bc I was having my father let them in because I was at work. They assured me they would have technician call when he was in route which never happened. They must have knocked on door once and left quick and told me I would need to schedule another appointment bc nobody was home. Awful experience dealing with the agents and supervisors! Took my monthly payments and did not provide any services for 3 months I had them!Desired Settlement: I would like my monthly payments refunded. Never used there service and they couldn't provide timely appointments or even contact customers when they finally get an appointment.

Business

Response:

We are in receipt of the complaint filed by Mr. [redacted] and regret to learn of his dissatisfaction regarding his recent service call.

In response to this complaint, a member of our Customer Advocacy Team (“CAT”) attempted to contact Mr. [redacted] on 8/11/2015, but was unable to speak with him. We apologize to Mr. [redacted] for the miscommunication relating to his service call and any resulting inconvenience it may have caused him. As per his request, his service contract was cancelled on 7/22/2015. HomeServe has issued a refund check in the amount of $31.24, representing the full amount paid to HomeServe by Mr. [redacted] for his service contract. Mr. [redacted] should expect to receive the check within 10-15 business days.

We trust this response satisfactorily resolves this matter and thank you for the opportunity to respond.

Review: HomeServe promised LOCAL plumbing contractors. Instead, they contracted an out-of-county plumber

not licensed for my area, causing long delays.

The water service to my house was shut off on June 17, 2013. Homeserve's contractor, [redacted] of [redacted] Ohio has given us an "appointment" of June 27, 2013 to do the necessary repairs to restore water service to our

Dover, Ohio home. This out-of-county plumber blames the delay on the City of Dover. However, the superintendent of the Dover Water Dept. states that they are waiting for the contractor to begin work. These delays are causing a hardship and possible health issues for residents.

Meanwhile, Homeserve has failed(on many occasions)to return phone calls despite promises to the contrary. They fail to " serve " in many ways. No water is an EMERGENCY and should be treated as such. They promise LOCAL contractors, which they do NOT provide. And will not hire others when their plumber does not respond.Desired Settlement: I have been told by call center employees that the decision of whom to hire in each location is done by " corporate ". In my particular situation they insist that only one contractor is available for two counties of Ohio. This policy needs to be changed because emergency needs are not met and their promise of " many local contractors " is untrue. Their deceptive practices must end.

Business

Response:

Consumer Response /* (3000, 13, 2013/07/22) */

COMPANY HAS RESPONDED TO MY COMPLAINT.

Review: I have been a customer of Home Serve USA, for close to yearsMy payments are automatic drafts from the time I signed up with themIn late January 2015, and Feb, I contacted Home Serve, because of an issue with my water lineHome Serve, contracts their jobs to inferior,mediocre companies, (namely [redacted], who in terms subcontracted the job to A-1) They could pay less for the repairs rather than use a reputable companyThe company repaired, the water line, but damaged my sprinkler system in the processI spoke with Manager [redacted], on May 16, and was advised that the subcontractors would contact me, (he assumed that the company had already contacted me)I pay my premium to Home Serve USAIt is not my responsibility to contact other compamies, when my contract is with Home ServeMy system was installed by a reputable company, and I want that company to repair my system, and bill Home Serve, [redacted], or [redacted]It's often said, "You get what you pay for." cheap contractors, does cheap shabby work, and tear up other equipment in the process.Desired Settlement: repair to damaged property, due to subcontractors knowingly damaging propertyTo use the company that professionally installed my system, and bill Home Serve, or their subcontractors
Business
Response:
We have reviewed Ms[redacted] complaint and are sorry to learn of her dissatisfaction
On 1/16/2015, Ms[redacted] contacted HomeServe and reported water in her yard and requested a service call under her Exterior Water Service Line coverage (the "Contract")HomeServe deployed the service call to High Priority Plumbing ("High Priority") who diagnosed a leak in the water service lineDue to weather conditions and equipment availability, High Priority was delayed in performing the repair, but ultimately completed the job on 2/5/
On 5/1/2015, Ms[redacted] contacted HomeServe and stated that her sprinkler system was not functioning properly and informed our agent that the issue was attributable to the repairs performed by High PointA HomeServe supervisor attempted to assist Ms[redacted] with the resolution of this matter prior to HomeServe's receipt of this complaint
In response to this complaint, a member of our Customer Advocacy Team ("CAT") contacted Ms[redacted] on 5/20/Ms[redacted] informed our CAT agent of the issues surrounding her sprinkler system following the 2/5/service callUltimately, Ms[redacted] consented to High Priority returning to her residence to assess the issue
On 5/29/2015, High Priority located a break in the sprinkler line at Ms[redacted] residence and made a repair the same dayMs[redacted] informed our CAT agent that she was satisfied with the repair and appreciated HomeServe's efforts to resolve the issue
We trust this matter has been resolved to Ms[redacted] satisfaction, and thank you for the opportunity to respond

Review: HomeServe offered water line insurance for $12.00 a year on an annual basis. We signed up last year in good faith that we would be notified of our upcoming renewal and pay our additional $12 a year. Last week I noticed a checking account debit for $65.88 that we did not authorize. On our Declaration Page that we had received after signing up last year it reviews our coverage, what is and what is not covered as well as where to call to make claim and the payment details for the service which state, "The annual rate of $12.00 will be charged on an annual basis." Nowhere does it disclose this is a one time payment and next year we will debit you more or anything thereof.Desired Settlement: I want a full refund back to my checking account and a change on their form for future customers.

Business

Response:

We are in receipt of Mrs. [redacted] complaint and regret to learn of her dissatisfaction.

Our records indicate that Mr. [redacted] enrolled in our Exterior Water Service Line coverage (the “Contract”) by mail on 4/23/2014. 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 Supplied).

HomeServe mailed a renewal notice (enclosed) to Mr. [redacted], notifying him that the Contract would automatically renew on 4/23/2015 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 Contract. On 4/23/2015 Mr. [redacted] coverage automatically renewed and on 4/29/2015 HomeServe processed Mr. [redacted] $65.88 annual payment.

On 5/6/2015, Mr. [redacted] wife contacted HomeServe regarding the $65.88 charged for the Contract. Our agent explained the above to Mrs. [redacted]; at this time, Mrs. [redacted] requested that our agent cancel the Contract. Per her request, the Contract was cancelled effective immediately, and on 5/11/2015 a $65.88 refund was processed into the bank account on file for the [redacted]s’.

We trust this matter has been resolved to Mrs. [redacted] satisfaction, and thank you for the opportunity to respond.

Review: I was charged for having my septic tank flushed out. The advertising and pamphlet I received that I was to be covered for this. However, your extremely rude personnel advised me it was only to cover the a wire which is not stated in my policy.

This amount should be refunded to me and I will file an FCC report.Desired Settlement: My desired outcome is that this is resolved asap. As I said I will file a complaint. I am tired of your false advertising. I want this resolved asap and my money refunded to me.

Business

Response:

We reviewed the complaint filed by Ms. [redacted] and are

sorry to learn of her dissatisfaction.

Ms. [redacted] called HomeServe on 12/27/2014 regarding sewage

backing up into her bathtub and requested a service call under her Exterior Sewer/Septic

Line coverage (the “Contract”).

HomeServe deployed a plumbing contractor, [redacted] (“[redacted]”),

who advised the sewer line back up was due to debris in the sewer line and a

full septic tank that would require pumping.

Our agent informed Ms. [redacted] that HomeServe would cover the sewer

line snaking, but the pumping of the sewer tank would be her sole

responsibility. Following the call, [redacted] successfully

snaked the sewer line at Ms. [redacted]’s residence. On 12/29/2014 Ms. [redacted] called HomeServe

and cancelled her contract.

In response to this complaint, we have reviewed the Contract,

our Sewer/Septic Line direct mail solicitation, and Ms. [redacted]’s request

for reimbursement. Both the solicitation

and the Contract that Ms. [redacted] received clearly state that septic tanks

are not covered.

The solicitation states on the front that “Septic tank and

leaching field are not included in this coverage.” Per the terms and conditions of the Contract,

coverage is limited to “the external sewer drains from the point at which they

cross the outer vertical wall of the building on Your property to the point of

connection with Your septic system on Your property for which You have

responsibility. Coverage does not include the septic system itself” (emphasis

added).

Further, the Contract provides that in the event of

cancellation, the contract holder is entitled to a pro rata refund for the

contract year less any claims paid. As it

relates to Ms. [redacted]’s contract and claim, HomeServe has already paid [redacted] for the snaking of the sewer line as well as a call out fee for the service

call. Because these fees are in excess

of the total monthly payments we have received for the Contract this contract year,

$62.93, she is not due a refund.

We trust our response clarifies HomeServe’s position and

adequately resolves this matter. Thank

you for the opportunity to respond.

Consumer

Response:

Review:[redacted]I am rejecting this response because:Sincerely,

I a 70 year old widow, no children , live alone. I also have myasthenia gravis, which is a auto-immune system disease, which can cause blurred vision or double vision. I can only assume I could not read the brochure which is not printed in large text

and assumed the brochure was correct. Istill feel I should be reimbursed and feel the FCC should take my view of the situation. These people have been citied many times for their confusing information ad feel they should have contacted me and asked

if I understand and agree to the terms of the brochure.

Business

Response:

We reviewed the response filed by Ms. [redacted] and are sorry to learn of her continued dissatisfaction.

While HomeServe is sympathetic to Ms. [redacted]’s concerns, we stand by our initial determination regarding her claim and initial complaint. As previously noted, Ms. [redacted]’s contract and our direct mail solicitation clearly state that Sewer/Septic Line coverage does not include the subject property’s septic system.

Further, HomeServe has paid [redacted] (“[redacted]”) $62.93 for costs associated with the snaking of Ms. [redacted]’s sewer line. The payments to [redacted] were in excess of the total monthly payments we had received this contract year for Ms. [redacted]’s Sewer/Septic line coverage prior to its cancellation. Accordingly, Ms. [redacted] is not due a refund.

We trust our response clarifies HomeServe’s position and adequately resolves this matter. Thank you for allowing us the opportunity to respond.