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In Connecticut

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Description

Service contracts for the emergency repair or replacement of residential infrastructure, such as water service lines, and related systems.

HomeServe administers marketing, solicitation, customer service, and claims for services provided in residential service contracts issued by AMT Warranty Corp.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that HomeServe USA Corp. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that lowered the rating for HomeServe USA Corp. include:

  • Advertising issue(s) found by BBB

Factors that raised the rating for HomeServe USA Corp. include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 301 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

301 complaints closed with BBB in last 3 years | 67 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 100
Billing/Collection Issues 45
Delivery Issues 0
Guarantee/Warranty Issues 13
Problems with Product/Service 143
Total Closed Complaints 301

Additional Information

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BBB file opened: July 14, 2009 Business started: 04/19/2002 in PA Business started locally: 08/01/2008 Business incorporated: 04/19/2002 in PA
Type of Entity

Corporation

Business Management
Mr. Thomas J. Rusin, Chief Executive Officer Mr. Richard Cash, Customer Advocacy Manager Ms. Graceann Pisano, Divisional Counsel
Contact Information
Customer Contact: Mr. Richard Cash, Customer Advocacy Manager
Principal: Mr. Thomas J. Rusin, Chief Executive Officer
Business Category

Water & Sewer Line Protection Plumbing Plan Services Insurance Services Other Heavy and Civil Engineering Construction (NAICS: 237990)

Alternate Business Names
Home Emergency Insurance Solutions Home Serve HomeServe HomeServe USA Energy Services HomeServe USA Energy Services (New England) HomeServe USA Repair Management (Florida) Corp. HomeServe USA Repair Management Corp.
Additional Information

BBB recommends that consumers review the water service line coverage details to be sure they understand the conditions under which their service plan applies.

Coverage details and exclusions can be obtained by calling 1-855-696-1529 or by accessing the following website:  www.homeserveusa.com.

  


Additional Locations

  • 601 Merritt 7 Fl 6

    Norwalk, CT 06851 (855) 696-1528

  • 1
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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

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BBB reports on known significant government actions involving business' marketplace conduct.

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Additional Phone Numbers

  • (855) 696-1528(Phone)
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Additional Email Addresses

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Complaint Detail(s)

7/22/2014 Advertising/Sales Issues
7/14/2014 Problems with Product/Service
7/14/2014 Advertising/Sales Issues
7/14/2014 Problems with Product/Service
7/12/2014 Advertising/Sales Issues
6/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This morning (05/23/2014) I noticed water seeping out of the ground near my water shutoff access. After my local water company shut off the water at the meter, I called HomeServe at 10:24 am.I was told I would receive a call back in 2 hours. At 12:30 pm I called and was told I would receive a call back in 1/2 hour. I waited an extra 1/2 hour and called at 1:30 pm. I was told HomeServe did not have an authorized contractor in my area and the deployment group in *********** **, was looking in the ****** *****. I gave the representative the name and telephone number of my local plumber who has been in business for 30 + years. I was told I would receive a call back in 2 hours. I called my local plumber, ******* ********, and told them that they might receive a call from HomeServe.I called HomeServe at 3:30 pm and was told the deployment group was still trying to contact a plumber. I cancelled the service call. I called my local plumber and they had not received a call from HomeServe. My local plumber arrived in less than 1/2 hour and fixed the problem in about 20 minutes.I spent 5+ hours calling and waiting for the incompetent HomeServe deployment group to make a simple telephone call! My local plumber solved the problem in less than an hour.The customer service from HomeServe is non-responsive! I emailed Homeserve, cancelling both of my contracts, water line and sewer line services, and requested a refund of my premiums ($191.76) because I paid for service and received nothing!!

Desired Settlement: HomeServe should refund all of my premiums ($191.76) for both water line and sewer line contracts because they violated the terms of their contracts. HomeServe agreed to provide service and provided nothing, not even a call back as promised!!Note: I am only requesting a refund for 1 year of services. HomeServe has been collecting premiums for 3 years and the first time I ask for service, HomeServe becomes invisible!

Business Response:

We reviewed the complaint filed by *** *****, and are sorry to learn of his dissatisfaction.

*** ***** did contact HomeServe on 5/23/2014 due to a water leak.  HomeServe made several unsuccessful attempts to deploy one of our network service providers in *** *****’s local area.  On 5/25/2014, our agents contacted *** ***** to apologize for the scheduling delay, and that we were continuing our efforts to coordinate a local in-network plumber to deploy to his home.  *** ***** was understandably upset with the prospect of having to wait further for a plumber, and advised us that he would contact a local 3rd party plumber with whom he is familiar to repair the water service line.

We spoke with *** ***** on 6/4/2014 and offered to reimburse him for his repair ($112.70), as well as all fees paid to date for his Sewer/Septic Line Coverage and Water Service Line Coverage ($299.52).  In addition, *** *****’s contracts are due for renewal next month, so we offered to renew both contracts for the next term free of charge, as a way of saying thank you for giving us a chance to earn back his trust.   *** ***** accepted our offer and will receive the above amounts as two separate payments, both within 10-14 business days.

Thank you for the opportunity to respond.  We also thank *** ***** for staying a valued HomeServe customer, and apologize for the inconvenience.  We trust that this matter has been resolved to his full satisfaction.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Called to file a claim, the lady was nice. She put me on hold to check and see what coverage I had. Said problem was covered, but I needed to do one more thing and call them back. I did. This time I got a different lady who said she would check coverage. I told her the other lady had already checked, she said yes I see the notes. Then she came back and said I wasn't covered. Now how did I go from having coverage to not having it in less than an hour. This was the first time I tried to use it. I hadn't for almost a year before I found out it was some kind of scam.

Desired Settlement: Desired Settlement: Refund Think I should get the money I paid in back.

Business Response:

We reviewed the complaint filed by Ms. **** and are sorry to learn of her dissatisfaction.

Our records show that Ms. **** was enrolled in our Exterior Water Service Line Coverage (from 6/04/2013 until 5/21/2014), which provides coverage for repairs to the main water service line from the property boundary to the exterior wall of the home. On 5/20/2014, Ms. **** called HomeServe and told us that she had a leak underneath her home. She advised that a resident of the home heard water running underneath the home while the shower was being used. Our call center agent informed Ms. **** that because she was not certain about the source of the possible leak, it would be helpful if someone could check under the home to better identify if a pipe was leaking.

Ms. **** contacted HomeServe later that day to confirm that the leak was coming from a drain pipe under the home. Our call center agent then informed Ms. **** that her Exterior Water Service Line coverage does not cover repairing leaks under the home. Ms. **** requested that her contract be cancelled, which it was effective 5/21/2014.

We have since reviewed the recorded conversations between Ms. **** and our call center agents and confirmed that neither agent advised Ms. **** that the leak was covered under the plan. However, it was not necessary for the customer to check under her home to determine that a repair under the home is not covered by Exterior Water Service Line coverage.  As a gesture of goodwill, we offered to reinstate Ms. ****’s Exterior Water Service Line coverage for one term, free of charge, but she declined our offer.

Thank you for the opportunity to respond. We hope this response provides Ms. **** with clarity regarding the boundary limits of our Exterior Water Service Line Coverage, and continue to extend our offer to reinstate her coverage for one free term, should she change her mind in the future.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I would like to make a formal complaint against Homeserve. I called them this morning to ask to be placed on their do not contact list only to find out that that they have been billing me, through my ********** Water Company bill, since March of 2013. I called to cancel that service last March on our residence and our rental home. They cancelled the coverage to the rental home but failed to honor my request to cancel our residential coverage. They do not retain phone records and do not provide proof of confirmation when the service is terminated. I strongly recommend that you reconsider their BBB score of an A- as it does not accurately reflect their service.

Desired Settlement: A refund of all payments from March 2013 to 5/5/2014.

Business Response:

We reviewed the complaint filed by Ms. *******.

Ms. ******* stated in her complaint that on 3/21/2013, she requested that her Exterior Sewer/Septic and Water Service Line coverage at her home address, 7606 Norbourne Ave, **********, KY 40222 be cancelled in addition to cancelling her Water Service Line coverage (“WSL”) at a rental property located at **** ***** *****.  HomeServe does record all customer calls so we were able to listen to 3/21/2013 conversation.  We confirmed that Ms. ******* requested cancellation of the WSL coverage at ***** ***** only.    After being asked by the agent, Ms. ******* acknowledges that she is cancelling coverage at the rental property only, and specifically clarifies that she wishes to keep the coverage at her home address. The coverage remained active at her home address, and she received monthly billing until she contacted HomeServe on 5/5/2014 to be added to HomeServe’s internal “Do Not Contact” list. During that conversation, she was reminded of her coverage at her home address, which she then promptly cancelled.

We have made several unsuccessful attempts to reach Ms. ******* by phone, to advise her that our 3/21/13 call recording does not match her recollection of the call, and to advise her that no refund will be issued, but billing stopped effective 5/5/2014.

We trust this response will clarify any misunderstandings Ms. ******* had about her cancellation request on 3/21/2013, and invite her to return our calls and discuss the matter if she has further questions.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/16/2014 Problems with Product/Service
5/9/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was charged for a serves that I didn't authorize. When I saw the charge on my credit card I called to cancel it. The charge was made on March 31, 2014 they told me the service started on February 28th and I would be credited the money less the February charge. I wasn't aware that I even had the service until I opened my credit card bill I never received a contract of any kind.

Desired Settlement: I would like my full charge credited to my card.

Business Response:

We received the complaint filed by Mrs. *****, and regret to learn of her dissatisfaction.

We confirm that Mrs. *****’s credit card was indeed charged on March 31, 2014, in the amount of $89.75, to pay the annual fee for her LeakGuard contract.  We reviewed our records and found that Mrs. ***** had LeakGuard coverage from June 2005 through October 2010, when her coverage lapsed.  On February 28, 2012, Mrs. ***** reenrolled in the LeakGuard program via telephone, providing her credit card for payment of the annual fee, and agreeing to automatic annual renewals of the coverage.  The contract has since renewed on 3/1/2013, and on 3/1/2014.  

We contacted Mrs. ***** her on 4/16/2014 and she stated that she had forgotten that she reenrolled in the plan on 2/28/2012.  Mrs. ***** was advised that when she cancelled the LeakGuard contract on 4/4/2014, she was given a prorated refund in the amount of $78.68.  We explained that the refund automatically calculated based on the amount of days since her contract renewed.  However, as a gesture of goodwill, we refunded Mrs. ***** an additional $11.07, for a total refund of $89.75, which represents a refund for the entire year.

Thank you for the opportunity to respond. We trust that Mrs. ***** is satisfied with our resolution.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/7/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I PAID THE ANNUL PREMIUM ON 02/04/2014 IN THE AMOUNT OF $59.88. RECEIVED NOTICE THAT THE PREMIUM HAD NOT BEEN PAID AND THE COVERAGE WAS CANCELED. I HAVE THE COPY OF MY FINANCIAL INSTITUTION'S CHECK FOR PAYMENT OF THE PREMIUM. THE CUSTOMER SERVICE IS A JOKE.

Desired Settlement: RETURN OF PREMIUM.

Business Response:

We reviewed the complaint filed by Mr. ******** and are sorry to learn of his dissatisfaction.

We reviewed our records and determined that on 2/11/2014, we received the check Mr. ******** is referring to, but there was no enrollment or renewal form enclosed with it.  The bank check had the name and address of ******* *****, ** ***** ***** ** ****** ***** *****.  Upon further review of the check, it appears that the account number for a different address, **** ****** ******* ** ****** ***** was written at the top of the check and not in the memo line.  The agent processing the renewal did not see it and mistakenly opened a new account in Mr. *****’s name with the ***** **** address as the service address. We spoke with Mr. ******** on 4/14/2014, and he advised that he did not wish to renew his coverage at this point, and only desired a refund of the misapplied payment.  

Per Mr. ********’s request, we issued a refund in the amount of $ 59.88, which should be received within 7-10 business days.  

Thank you for the opportunity to respond.  We trust this resolves Mr. ********’s complaint to his full satisfaction.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Sincerely,

******* ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/6/2014 Problems with Product/Service | Complaint Details Unavailable
5/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have a contract with Homeserve Water Line Coverage. Our water line was leaking aprox 2-3 feet from the curb. Homeserve sent ***** *********** to fix the pipe. After 3 weeks they came and dug a hole in our yard and broke off the main water valve. Never came back because Homeserve claims that *****'s work is over our coverage limit and that it does not cover past the shut off valve. However there was no problem with the valve until ***** broke it. I have called Homeserve every day and ****** **** sent pics to Homeserve. They promised to call me back by Noon 4/2/14 and I have never heard anything.

Desired Settlement: We have to have the temporary pipe fixed because it is a hazard to cars and persons walking. ***** only put a board across the hole and the pipe crosses half the road about a foot in the air.

Business Response:

We reviewed the complaint filed by Mrs. ***** and regret to learn of her dissatisfaction.

Mrs. ***** contacted HomeServe on 3/11/2014 to report a wet spot at the edge of her property.  To accommodate Mrs. *****’s schedule, we arranged for a contractor to be at her home on 3/25/2014.  The contractor found that the customer’s shut off valve in her curb stop, which is located on the customer’s property, was leaking.  As a courtesy, and in order to prevent the local authorities from shutting off her water, the contractor connected a temporary water line from the city water main in the street to Mrs. *****’s water line.

Because the present water line from the water main in the street to the shut off valve on Mrs. *****’s property was made of lead, local authorities require that it be replaced and upgraded.  The work beyond our customer’s property boundary is not covered under our repair contract, and would have been an out-of-pocket expense for Mrs. *****.

We contacted Mrs. ***** by phone and email on 4/11/2014 and 4/14/2014 to update her on the situation and let her know that HomeServe was working with the contractor and the local authorities to cover the entire cost of her repairs.  On 4/15/2014, we advised Mrs. ***** that the full cost of her repair was approved.  HomeServe’s contractors completed all repairs, and local authorities reinstated the street-side excavation on 4/17/2014.   

Mrs. ***** was pleased with the repair, and our efforts to ensure that the work was done at no cost to her.  Thank you for the opportunity to respond.  We trust this matter has been resolved to Mrs. *****’s full satisfaction.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Sincerely,

  ***** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a home warranty police almost 4 years ago with Homeserve when I purchased my home. That lapsed after 1 year, and I did not renew it, since I felt it provided too little value.I learned today while preparing for taxes that Homeserve has been billing me $19.47 every 3 months since 1/8/2013 without my permission. Yes, I probably should have caught it sooner. But billing someone for services not requested seems perhaps fraudulent or at least very unethical business practice.I want a refund and this company to stop what they are doing to me and to whomever they are billing without permission.

Desired Settlement: DesiredSettlementID: Refund I want a full refund for 2013 and 2014 and for Homeserve to apologize for what it has done. I also want it to stop billing customers for services not ordered.

Business Response:

We reviewed the complaint filed by Mr. ******* and are sorry to learn of his dissatisfaction.

Our records do not reflect a customer named ******* ******* residing at *** ********** ******* ********** ** *****.  We contacted Mr. ******* at the phone number he provided with his complaint on 4/4/2014.  Mr. ******* clarified with us that he has a property at another address that is currently enrolled in our LeakGuard product, for is automatically billed as “LeakGuard” on a quarterly basis in the amount of $19.47.  Mr. ******* expressed his apologies over the confusion regarding the service address, and suggested that we provide more information in our automated billings.  We thanked Mr. ******* for his feedback, and he remains one of our valued customers.

Thank you for the opportunity to respond.  We trust that this matter has been resolved to Mr. *******’s satisfaction.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/17/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am tired of receiving mail soliciting to purchase their insurance for the repair of water and gas line repair services.It seems like every time there is a dip in the economy, people come out of the woodwork trying to make a buck off of someone.

Desired Settlement: Have me removed from their mailing list.Thankyou, ** ********.

Business Response:

We reviewed Mr. ******** complaint and regret to learn of his dissatisfaction.

Per his request, we have added his address to our internal “Do Not Contact” list.  We ask that Mr. ******** allow up to 4-6 weeks for the request to be implemented.  In the meantime, Mr. ******** may continue to receive solicitations while our system updates our files.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/17/2014 Problems with Product/Service | Complaint Details Unavailable
4/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 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 ****) 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. ******’s complaint and regret to learn of her dissatisfaction. 

HomeServe sent Ms. ****** the first of three renewal notices informing her that her optional Water Service Line Coverage was due on 12/29/13, and that the cost was $77.88 to renew.  Ms. ******’s coverage expired on 12/29/13 when no payment was received.   A fourth renewal reminder/expiration notice was mailed to Ms. ******, which offered a 10% discount if she wished to reinstate her coverage.  Unfortunately, it appears that the last renewal notice and Ms. ******’s check crossed in the mail because on 1/03/2014, we applied as payment to Ms. ******’s account her check which was dated 12/27/13, two days before the plan expired.   HomeServe advises customers to allow up to 15 business days from our receipt for mailed checks to be applied to their account. 

When Ms. ****** called HomeServe on 2/05/14 she was unable to give the account holder verification information that our representatives are required to obtain to protect our customers’ privacy.   The representative mentioned several other ways Ms. ****** could verify that she was the account holder, but Ms. ****** could not supply the information and asked for a manager.   The representative put her on two brief holds of no more than a couple of minutes each, and informed Ms. ****** that a supervisor was not available at the time, but one would contact her within the next 24-48 hours.   Ms. ****** did not accept this resolution and disconnected the call.

Upon receiving her complaint, we have attempted to reach Ms. ****** several times by phone, without success.   In an effort to ensure customer satisfaction, and in a gesture of goodwill, we will automatically provide Ms. ****** with the 10% discount in the amount of $7.79 to her next year’s contract upon her renewal.  If Ms. ****** elects to renew next year by check, she may subtract $7.79 from the amount due on the notice at that time.

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

Consumer Response:  
Complaint: *******

I am rejecting this response because:  I did not get any calls from Home Service in regards to my situation.  I did recieve a letter dated 2/24/14...whenever I call the number I get a recording to call back.  My problem is I do not have any information to give them regarding my account.  I gave him my address and the Customer ID# and the Statement#....which was not acceptable for him to talk to me.  He wanted the phone number which I had when I originally paid the agreement.  I have since had my number changed and I do not know the old number.  So, if I were to have a problem with my pipes....I still cannot talk to anyone regarding my agreement.  I have been paying this agreement for probably nine years.....I never had to call them before to find out that they won't talk to me since I didn't have correct phone number.  I would like to talk to someone to KNOW that if I were to have a problem, I can get through.

Sincerely,

***** ******

Business Response:

We reviewed Ms. ******’s rejection of our response and regret to learn of her continued dissatisfaction.

Our records show that Ms. ****** was able to speak with one of our agents on 3/14/14 and make the necessary updates her phone number.  Per her request, we also sent Ms. ****** a copy of her Water Service Line Coverage Terms and Conditions.  Ms. ****** expressed her gratitude and is satisfied.

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

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Sincerely,

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/10/2014 Billing/Collection Issues | Complaint Details Unavailable
4/10/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am receiving at least one solicitation from this company each month now and it looks so official when you first read it that you think this is a legitimate document from our water utility company. I find this consistent solicitation not only annoying but an insult to especially the elderly that live in our neighborhood since their official rating in their headquarters location is a "C" rating. They need to stop these mailings and solicit like any other third party mailing that you can easily tell is a solicitation.

Desired Settlement: Is there any way to make this company STOP what they are doing?

Business Response:

We reviewed Ms. *****’s complaint and regret to learn of her dissatisfaction.

The solicitations Ms. ***** referenced in her complaint are legitimate offers for optional Water Line Protection Insurance from Home Emergency Insurance Solutions (HEIS), a wholly-owned subsidiary of HomeServe USA.  In its introduction letter, *** **** Water Company makes it very clear that the offer is optional and services are provided by a third party, HEIS.  The first paragraph states: “[t]he optional plan described in the enclosed materials, which is offered and administered by Home Emergency Insurance Solutions, can provide you with coverage…” (emphasis in the original).  Further down, it states: [c]overage from Home Emergency Insurance Solutions in an optional, third-party service not related to the water service you receive from *** **** Water Company. As a *** **** Water Company customer, you are under no obligation to sign up for this product”.  The reader is also provided with a toll free telephone number and web address to opt out of receiving future mailings.

In the enclosed offer, Home Emergency Insurance Solutions (HEIS) states that HEIS “is an independent company separate from *** **** Water Company… All services are performed by a licenses and insurance independent contractor and not by *** **** Water Company. Your choice of whether to participate in this policy will not affect the price, availability or terms of water service from *** **** Water Company.”  That statement is not buried in fine print, but is presented in the same size type – and on the same page – as the main body of the offer. 

In addition, HomeServe is accredited with the Connecticut Better Business Bureau, with whom it maintains a rating of “A-“, not a “C” as Ms. *****’s suggests.

Per Ms. *****’s request, we have added her address to our internal “Do Not Contact” list.  We ask that she allow up to 4-6 weeks for the requested to be implemented.   In the meantime, the customer may continue to receive mailings while our system updates.  

Thank you for the opportunity to respond.  We trust that this response provides Ms. ***** with more clarity regarding our mailers and services and that it satisfactorily resolves and concludes this matter.  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have been a customer of Home Serve for years and pay for sewage and drain line insurance through them. Well, our drain lines just backed up and flooded our finished basement in raw sewage. We called HomeServe to have our pipes looked at and turns out they will only allow you to use their certified contractors. Well, I found out why.....Their plumber came out and was a nice enough fellow. He immediately started to snake our main line which I asked if that was ok. He told me that it is HomeServe standard procedure before they do anything. He also told me that he WOULD NOT run a camera in the pipe because it is expensive and against HomeServes policy. I asked him how would he know whats wrong with my sewage lines? Again, he said HomeServe would not pay for a camera unless my pipe overflows "three separate" times or unless the snake did not go through. During this time, my finished basement needs to be restored due to the sewage that backed up. The plumber left and I had three other companies out since. Now all three are telling me that my main is no longer good and needs to be replaced. I understand that these fellows obviously want to do the bigger job and make the money so I called Homeserve and told them what I was hearing from plumbers. I requested that they have a plumber of theirs come out to put a camera in the pipe and put me at ease since the other companies were telling me it is compromised and will flood again. Homeserve refused, telling me it's too expensive to have plumbers just putting expensive camera equipment into pipes. I laugh at this for two reasons. 1. Of the three companies that came out, two of them did it for free and another wanted $250.00 which was waived to $50.00. 2. Home serve does not own the equipment. I then offered to pay their "preferred" plumber out of pocket to just put me at ease and show me there is no damage with his camera. They flat refused. Bottom line, this company is crooked and they are thieves. You have 0 insurance through them. Be VERY FOREWARNED!

Desired Settlement: I would like this company to either send another plumber to out a camera in my pipes and show me there is no issue, or I would like a refund of all insurance money they have wrongly collected form me over the years. I want my situation rectified and be refunded or have my claim handled properly and proffesionally. Homeserve could not even give me the courtesy of talking to a manager. I was rudely pawned off to different entry level reps having to repeat myself many times to no avail. No care!!!

Business Response:

We reviewed Ms. **** ***********’s complaint and regret to learn of her dissatisfaction.

Our records confirm that Ms. *********** has been a valued customer of HomeServe for over three years.  On 3/4/2014, at approximately 10:17pm, Ms. *********** contacted HomeServe to report that she had a main sewer line blockage affecting all the drains of her home, causing damage to her basement.  HomeServe dispatched a plumbing contractor who was onsite at her home within 2 hours.  Upon arrival, the contractor informed us that Ms. *********** already had a 3rd-party plumber clear the blockage.  Ms. *********** advised HomeServe that she was informed by the 3rd-party plumber that the sewer line may be damaged, but our agent advised Ms. *********** that HomeServe does not authorize repairs based on outside recommendations.  Once our contractor performed a diagnostic to confirm the home’s facilities were functioning properly he left.

On 3/7/2014, Ms. *********** contacted HomeServe and reported that her sewer line is backing up again.  HomeServe dispatched the same contractor that was previously onsite.  They arrived the following morning and performed a diagnostic video procedure.  He identified the damages and repairs that were needed to be performed on the sewer line.  The contractor advised Ms. *********** that he would need to follow up with us and provide an estimate.  On 3/10/2014, Ms. *********** contacted HomeServe to inquire about that estimate.  Because our contractor had not provided the appropriate information in a timely manner, we reviewed her 3rd party plumber’s diagnostic video and approved their proceeding with the repairs  

We contacted Ms. *********** on 3/12/2014, and reminded her that HomeServe will reimburse her covered work performed by her 3rd-party plumbers up to her benefit limits, and we are awaiting invoices for review. **** ******** ********* ******************************** ****************

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: i have been a customer for a few years. Home serve insures electrical and gas linesI remit payment as soon as statement is received and always receive a second and third notice for nonpayment. This happened again regarding electrical coverage and I called after receiving a second and third notice. During most recent phone call I again provided check number and date the check cleared my account. Home serve claims no payment had been made and had cancelled my coverage without notifying me. As of this date, Feb 17, 2014 coverage has been reinstated and they are now trying to locate payment. This inefficiency is frustrating for me and as a senior citizen i should not have to deal with this aggravation

Desired Settlement: I wanted BBB to be aware of this in case others have been affected by this inefficiency

Business Response:

We reviewed Ms. ***’s complaint and regret to learn of her dissatisfaction.  Our records show that Ms. *** has been enrolled in our Interior Gas Line Coverage since 11/9/2010 and our Interior Electrical Line Coverage since 2/16/2011.  As part of our normal business practice, if we do not receive a response to the first renewal notice, a series of follow up notifications are sent to the customer to assist in the prevention of lapsed service plans, so there are times when the payment and next renewal reminder cross in the mail.  Ms. ***’s Interior Electrical Line Coverage was set to renew on 2/16/2014, so the first renewal letter was sent in December, with reminder letters following shortly thereafter.

Ms. *** contacted our office on 2/3/14 to inquire about the payment she had sent and was advised that it had not yet been received.  Ms. *** contacted us a few days later to advise that her check had been cashed.  Due to a systems error the payment had not yet been applied to her account, so the account was suspended, but not cancelled.  A case manager immediately removed the suspension based on the information provided by Ms. *** and assured her that the account was active with no lapse in coverage.  Ms. ***'s payment of 65.88 was applied to her account and a confirmation was sent to her on 3/3/14 verifying her new term of coverage through 2/15/2015. 

Thank you for the opportunity to respond to this complaint and we apologize for the frustration it caused Ms.  ***. We trust that this response satisfactorily resolves and concludes this matter.

Consumer Response:  
Complaint: *******

I am rejecting this response because:i always have paid the bill on time and on more than one occasion have been accused of not paying
thus receiving second and third notices
they are negligent  in crediting my payment


Sincerely,

*** ***

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

4/3/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Called Homeserve 3/7/14. Difficulty regulating heat for a heating zone. Repair man told us the zone valve head was stuck open needed to be replaced. He said it was not covered by the service contract. I called the service center to clarify since it lists this as a covered part in the contract. I was told by them that it is covered ONLY IF IT DOES NOT INVOLVE WATER WORK. This is not stated anywhere on the contract and further more, there is no way to service this part without it involving water since it is, after all, a water valve. What is the point in covering the part if it really will never be replaced under a contract. The exclusionary language is at the very least deceptive. The part is clearly listed as being covered and has no asterisk or anything to indicate there might be an exclusion associated with it. It's an extremely deceptive practice. I believe the part and it's replacement should be covered. I wonder what else is excluded? Perhaps they cover a circulator pump too but only if it doesn't involve water work??!! I have had this contract for a number of years and I've never used it, which means they have received thousands of dollars from me for nothing. When I do need it they manage to find some cute exclusion. Very sleazy.I have asked for a call back from their service center. We'll see.

Desired Settlement: I would like the part repaired/replaced under the warranty.

Business Response:

We reviewed Mr. ******’s complaint and regret to learn of his dissatisfaction.

Our records show Mrs. ****** called with a heating service request on 3/7/2014, and a technician arrived on site that same day.  The technician determined that the replacement of non-covered parts, namely 3 check flow valves, would be required to repair the ******’s heating system.

On 3/11/14, HomeServe contacted Mrs. ****** by phone to discuss the cost involved with the repair; she requested her appointment be cancelled.  The ******s had the repair completed by a 3rd-party contractor. 

We spoke with Mrs. ****** again on 3/14/2014, and she communicated that it was their understanding that their heating unit required the replacement of a zone valve, and we had denied coverage due to the involvement of water work.  There appears to have been a miscommunication because our technician notes reflect that 3 check flow valves needed replacing, not zone valves.  In addition, the 3rd-party contractor invoice that the ******s submitted shows that 3 check flow valves were replaced, not zone valves.  Check flow valves are not the same as either zone valves or zone valve heads, only the latter being a covered part under the Terms and Conditions (T&Cs) that the ******s attached to their complaint.

However, due to customer tenure and to ensure customer satisfaction, HomeServe extended a gesture of goodwill to issue a one-time reimbursement for the work performed by the ******s’ contractor.  Mrs. ****** accepted the offer and the ******s remain valued customers.  She was advised to expect the reimbursement within the next 5-7 business days.   

Thank you for the opportunity to respond.  We trust that this satisfactorily resolves and concludes this matter.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

While I accepted their offer and explanation I would like to share with them  some of my concerns regarding there contracted coverage language.   Given that my furnace is a forced hot water system,  it would appear that their service plan would not be particularly helpful for many, if not most things that might go wrong since anything involving the plumbing is not covered.  For example, circulator pumps are a "covered" item but if it's replacement involves plumbing then it's not covered.  Well it's part of the plumbing.  Pumps and valves are integral to the plumbing so I don't see how such things could ever be covered.   There needs to be much more clarity to the contract language around this issue.   

 
They also did not cover a electric flue damper that broke last year.  Learning what is not covered has certainly been an education.
 
Now that I know more about realities of the coverage i will likely forgo the service plan next year.  
 
 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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 WORDS

Desired 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. ********** complaint and regret to learn of his dissatisfaction.

Our records show that Mr. ********** did contact HomeServe on February 6, 2014, to enroll in optional Water Service Line Coverage.  Mr. ********** informed our agent that he is a ********* Water customer so his enrollment was submitted to the ********* Water Company for approval.  Based on Mr. **********’s complaint, it appears ********* Water informed him that customers in his region/zip code are not eligible for the coverage offered by HomeServe in partnership with the ********* Water.   

Upon receipt of this complaint we attempted to reach Mr. ********** to offer him of HomeServe’s own Water Service Line Coverage, which is available to customers in his area.  Due to the misunderstanding, we will also waive the 30-day wait period on the coverage.  Unfortunately, we have been unsuccessful in reaching Mr. ********** at the phone numbers provided in his complaint.  

We would like Mr. ********** to contact HomeServe at his earliest convenience, at ###-###-#### x ****, so that we can process his enrollment in our Water Service Line Coverage.

Thank you for the opportunity to respond. We trust that this response satisfactorily resolves this matter and apologize for any inconvenience this may have caused Mr. **********.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My service agreement number is ********. I called home-serve and the company **** *** *** Plumbing was sent on 1/24/14, job number 543967, technician *******. The work did not hold up and I contacted both Home-Serve and **** *** *** plumbing over 6 times. I was told I would have to wait 4 days for **** *** *** to return or I could pay another plumber. The cold was severe, we could not do without water for 4 days and pipes would have frozen just from the water sitting in the pipes with nothing flowing. Both Home-Serve and **** *** *** promise a warranty. The company that fixed the plumbing found that technician ******* did not clean the pipe before he put on the shark clamp so the seal was not good. I have a high water bill from the double leaks and I am requesting that the $69.00 I paid to **** *** *** be returned to me. My water bill which averages under $40 is close to $200 due to the double leaking.

Desired Settlement: Desired Settlement: Refund I've had your service for years, this was my 1st call, the work is under warranty by both Home-Serve and the company you sent. I could not wait 4 days without water, we had already been without water 2 days prior to the first repair. The temp was below freezing and with the water off, unable to flow and prevent pipes from freezing the repairs and damage would have been more expensive. My request is full refund from **** *** *** Plumbing. We called both Home Serve and

Business Response:

We reviewed Ms. *******’s complaint and regret to learn of her dissatisfaction with the contractors who performed work at her home.

Ms. ******* has an optional Water Service Line (“Contract”)  that covers repairs to the external water service line on her property. On 1/26/2014, at 10:29pm, Ms. ******* contacted HomeServe to report that her water utility company informed that based on high water bills combined with low water pressure in the home that there was a possible leak on her water service line. Because Ms. ******* had running water it was agreed that the contractor could be scheduled for the next morning, 1/27/2014.  The contractor determined that the exterior water service line was not leaking. Instead, he discovered a boiler drain inside the home that was leaking, causing there to be no water pressure inside the home.  HomeServe closed the claim because interior plumbing is not covered under her Contract.

Upon receipt of this complaint, we contacted Ms. ******* on 3/12/2012. She informed us that the complaint was not with HomeServe or our products or services, but instead with the contractor who performed non-covered work outside of her Contract with us. Ms. ******* brought this matter to our attention because we introduced the contractor to her, so she believed we should be made aware of the contractor’s conduct. Ms. ******* also confirmed that she had already received her desired refund from the contractor, which resolved her complaint with the contractor.  

To thank Ms. ******* for her helpful feedback, we provided her with a 50% discount to be applied upon the renewal of her existing contract, and also offered a 50% discount upon enrollment in our Interior Plumbing and Drainage Coverage, if she chooses to enroll. That plan would have covered the plumbing repairs she recently required.

Thank you for the opportunity to respond to this complaint.  We trust this matter has been resolved and addressed to Ms. *******’s full satisfaction.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I CALL FOR SERVICE AT 5:00 PM ON FEB 21,2014 BECAUSE MY TO FLUSH MY TOILET MY BASEMENT WOULD BACK UP I HAVE STANDING WATER IN THE BASEMENT FROM THAT AND FEES IT IS NOW FEB 22, 2914 AND THEY HAVE NOT EVEN BEING ABLE TO CONTACT A PLUMMER THEY HAVE BEEN LEAVING MESSAGES, HE DOESN'T EVEN KNOW THAT I NEED HELP BECAUSE HE HAS OWN AN ANSWERING MACHINE , I DONT BELIEVE THEY HAVE ANY ONE ELSE TO CONTACT. SO NOW I CANT FLUSH MY TOILET I HAVE 4 BOYS HERE AND WE MUST USE THE BATHROOM

Desired Settlement: JUST TAKE CARE OF THE PROBLEM ASAP

Business Response:

We reviewed Ms. *******’s complaint and regret to learn of her dissatisfaction.  Our records show that Ms. ******* contacted HomeServe on 2/21/2014, advising her sewer drains were backing up, affecting all drains in her home.  HomeServe made several attempts to deploy local contractors, but the weather had caused an influx of emergency calls.  The HomeServe agent informed Ms. ******* that the appointment would have to be schedule for Monday, 2/24/2014.  The plumber did arrive on 2/24/2014 and cleared a clog on the customer’s main exterior sewer line.

Upon receipt of this complaint we attempted twice to reach the Ms. ******* by phone using her two phone numbers on file, but were unsuccessful.  We also sent an email to the email address sent to us with this complaint, but have not received a response.  If Ms. ******* still wishes to discuss her service call, we ask that she reach out to the HomeServe Customer Advocacy Department at ###-###-####, or respond to our email at ********************************* and we will be happy to discuss it with her.

Thank you for the opportunity to respond.  We trust that this response satisfactorily resolves this matter and apologize for any inconvenience this may have caused.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had my annual boiler tuneup scheduled for October, 2013. That appointment was canceled, without notification. When I called HomeServe, I was told that there were heating emergencies in my area. At that time, we were experiencing unseasonably high temperatures in the New York area. When I received my rescheduled tuneup, I inquired about being able to heat the basement area as a separate zone. The tech called his supervisor, and we were told that we need an "aquastat". That installation would cost $500. A month later when we were ready to do the work, I called HomeServe and this time the same supervisor told me that it would cost $700. I went comparison shopping and found a reputable company that would do the work for $250. When a tech from that company examined my boiler, he told us that we already had an aquastat, it was just wired incorrectly. After fixing the wiring, and assessing for about 10 minutes he realized it wasn't reading temperatures correctly and should be changed. The option was to have him do the work for the original $250, or have HomeServe do it since it was under contract. We opted to have the tech do it, because of my lack of confidence in HomeServe. They offered to charge me $500 for something that I already had. Either the tech knew we had one and wanted to charge to install another, or he didn't know what it was. Either option doesn't instill confidence in my repair man. I contacted HomeServe before making a complaint. I was told that the supervisor would contact me within 3 business days. That was 2 weeks ago.

Desired Settlement: I'd like the repair price of $250 refunded. I never would have contacted another repair company if HomeServe would have correctly assessed my situation correctly. I already had an aquastat that needed repair. I didn't need one installed.

Business Response:

We reviewed Mrs. ******’s complaint and regret to learn of her dissatisfaction.

We confirm that Mrs. ******’s annual tune-up was scheduled for 10/31/2013. However, weather conditions caused an increase in emergency repairs, so HomeServe postponed all non-emergency maintenance requests.  Mrs. ******’s annual tune-up was rescheduled and completed on 1/7/14.  

On 2/5/14 Mrs. ****** contacted HomeServe to request a quote to reconfigure her basement heating system, which is not covered under her repair contract.  A day later, a HomeServe representative left a message for Mrs. ****** to see if she would like to schedule the non-covered work.  Our estimate was for $700, which included installation of new parts and labor. This quote was provided over the telephone based on limited information.  We did not hear back.

Upon receipt of this complaint we contacted Mrs. ****** on 3/12/2014, and we were advised that she had her own contractor perform a repair that is covered under contract with HomeServe.  We offered to reimburse Mrs. ****** for the covered repair upon receipt of her paid invoice.  Mrs. ****** submitted her invoice to HomeServe on 3/17/2014, and she will be reimbursed within the next 5-7 business days.   

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

 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Sincerely,

****** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: homeserve refuses to honor their oral and written contract to cover$2500 on internal pipe repair a licensed plumber was sent to inspect the problem,however a homeserve representative spent about an hour arguing with the plumber.The problem was not resolved and the water is turned off.

Desired Settlement: I would like homeserve to do total cash value and cover the 2500 I was told would be paid for internal repairs.

Business Response:

We have reviewed Ms. ********** complaint and regret to learn of her dissatisfaction, which appears to have come from a misunderstanding.

HomeServe never refused to honor its contract, and, in fact, all repairs were made at no expense to Ms. ********. Ms. ******** called HomeServe on 2/3/2014 to report hearing a non-visible pipe leak coming from inside or underneath her home.  HomeServe deployed a plumbing contractor to diagnose the source of the leak and make repairs.  On 2/12/2014, Ms. ******** contacted HomeServe to advise that she was having difficulties finding a mutually convenient appointment time for the plumbers to come out to her home, citing her own work schedule as the cause.  HomeServe representatives worked with Ms. ******** and the contractor to schedule an appointment on 2/17/2014. Once onsite, the plumbers diagnosed the source of the leak and were authorized to make repairs.  Ms. ******** was made aware on 2/18/2014 that the repairs were approved, and they were completed at a later date. 

Upon receipt of this complaint, we contacted Ms. ******** on 2/24/2014 to better understand her concerns because as of the date of her complaint, the repairs had been approved and scheduled to take place. She explained that her concerns were primarily with the tone of the 2/17/2014 telephone conversation between the onsite plumber and the HomeServe agents. We clarified that the HomeServe agents were negotiating repair costs with plumbing company, which would have otherwise resulted in an out-of-pocket cost to Ms. ********. We further followed up with Ms. ******** upon the completion of the repairs, and she advised us that she was fully satisfied with the repair work and the claim.

Thank you for allowing us the opportunity to respond.  We trust this matter has been resolved to Ms. ********’s full satisfaction.

Consumer Response:  
Complaint: *******

I am rejecting this response because, the information in the response is not all factual.                                                                      First, there was no misunderstanding. I had difficulty getting Home Serve to comply with the repairs. First, the representative the plumber first spoke with, did argue with the plumber, and refused to approve certain repairs that were needed.                                                                                                     Second, I kept calling Home Serve many times to get this problem resolved.                                                                                   Third, my work schedule was not the cause. The plumber cancelled his appointment several times due to other work obligations. The work was completed on 03/01/14.                         In conclusion, I conveyed all this information to Mr. Thomas in several phone calls. Proof of the following can be found in the recorded calls as well as the plumbing company. My complaint to the BBB is valid and have not lied on my written complaint. Blame was placed on my character in the response from Home Serve. If it were not for the fact that direct accusations were not made, it would sound to me like defamation to my character.

Sincerely,

Corine ********

Consumer Response: this is not a complaint but a clarification on my behalf. I recently sent an e-mail concerning Homeserve. Although, I did not like the way you were given inaccurate information, I do give credit to the company for fulfilling their contract and oral agreement.I am fully satisfied with how the company took care of the problem at no expense to me.It was an error in my part to have sent a rejection response.I did not reject the offer from Homeserve and homeserve is a company that takes care of it's customers. Thank you,

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/12/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have received numerous requests form this company. At first it use to come with the address number as *** and now recently with *** which it the right address number on it. My main issue is I am not the homeowner and with that being said the homeowner has not nor has even receive a letter/request from this company. With that on each of their requests to pay for their services it states I only have 30 days to respond to their request. I personally am still not convince they are actually a legitimate company.

Desired Settlement: To have them stop sending me requests.

Business Response:

Thank you for bringing Ms. *****’ concern to our attention.  We regret to learn of her dissatisfaction.  

HomeServe periodically sends mailers to inform homeowners of optional home emergency service contracts available in their area that have been an enormous help for tens of thousands of homeowners.  We obtain publicly available information for our mailings, which may contain the occasional error in name or address, sometimes causing a mailer to be sent to a person other than the homeowner. 

The mailer Ms. ***** received is merely an offer to purchase optional Water Service Line Coverage, which has been an enormous help to tens of thousands of customers.  HomeServe is part of an emerging service industry that allows homeowners to purchase protection against breaks in their water or sewer service lines.  Responsibility for repairing these lines typically rests with the homeowner, not with the local utility or government, and homeowners insurance typically does not cover the costs of repairing or replacing a broken service line.  HomeServe offers a low-cost program to cover such costs.  

 

Ms. *****’ suggestion that our company may not be legitimate is wholly without merit.  HomeServe is a legitimate company with operations in 46 states.  We currently service over 1.5 million customers (over 2 million contracts) across the country with a 98% customer satisfaction rating among customers surveyed after using our repair services.  In fact, over the last three years, HomeServe has performed nearly 800,000 jobs, providing more than $150 million in customer savings. HomeServe is accredited with the Better Business Bureau and has an “A-” rating. 

We have added Ms. *****’ address to our internal “Do Not Contact” List.  We ask that she allow 4-6 weeks for our mailings to cease.  During this time she may still receive mailings while we update our files.

We hope this response provides Ms. ***** with more clarity regarding our mailers and services, and that it satisfactorily resolves and concludes this matter.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/10/2014 Problems with Product/Service
3/6/2014 Advertising/Sales Issues
3/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased the supplemental insurance on dec 22nd 2013. I thought it was a great idea and affordable. I called on feb 11 2014 and was told my issue was pre-existing. The problem was that I said I noticed slow drainage mid january and the company requires 30 days to make a claim. I was told because I said jan 20th instead of 23rd I was not covered. I was also told drainage was not covered, but it is on the website as being covered. I said fine, I have a blockage issue which is causing sewage back up. I noticed this the night before I called. I was told agai it was a preexisting problem because I mentioned the slow drainage problem, which isnt suppose to be covered. I asked the rep because I called 45 days after my purchase as oppose to 60 days I cant be covered and she said yes. Are you serious your website states 30 days from date of purchase (dec 22nd) and I called feb 11th and im still not covered. I cancelled. Then later found out a co-worker had a problem with them also regarding coverage.

Desired Settlement: I want this company to be held to their own policy. If there are underlying requirements the customer should be made aware of this before purchasing.

Business Response:

Thank you for bringing Ms. ********’s complaint to our attention.  We regret to learn of her dissatisfaction.

Our records show that Ms. ******** enrolled in Internal Plumbing & Drainage Coverage, which covers repairs to the plumbing and drainage pipes in her home, on 12/23/2013.  HomeServe sent out a copy of the contract terms and conditions on 12/30/2013.

Ms. ******** contacted HomeServe on 2/11/2014 and reported that she had a drain clog was affecting multiple drains inside her home. She stated that the symptoms began manifesting between 1/15/2014 and 1/20/2014.  Based on our experience, drain clog symptoms that affect multiple drains throughout the home simultaneously are caused by issues in the home’s main exterior drain line.  Our representative advised Ms. ******** that her Internal Plumbing & Drainage Coverage contract does not cover repairs to problems in the exterior sewer drain.   

The representative also advised that plumbing problems that already exist prior to the coverage start date of her contract, 1/22/2014, as Ms. ******** advised, are considered pre-existing, and the repairs to correct these issues are not covered.  Ms. ******** responded by requesting to cancel her contract, which was cancelled immediately.  Ms. ******** was issued a pro-rated refund in the amount of $3.00, which is being mailed in 7-10 business days.

Upon receipt of this complaint, we have been unsuccessful in reaching Ms. ******** by phone.  We trust that this response clarifies any misconceptions Ms. ******** may have regarding the denial of her service request and satisfactorily resolves and concludes this matter.  If Ms. ******** does not receive her refund by 3/14/2014, she should contact me directly at ************ and I will be happy to assist her.

Consumer Response:  
Complaint* *******

I am rejecting this response because:

Sincerely,

******* ********

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

3/3/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I, ******* ******, called Home Serve 4 weeks ago about a water pipe beursed. I called them and they said that I would have to give them $700 before they can do anything. Then they said that they was going to see if they can do away with the $700. Then they said to have someone to come out and cut the water off on 01/17/2014 and someone will come out and do the job on 01/27/2014. They didn't come out to do the job. When I called, they said that no one was coming out. So we had to pay someone to temporary fix it for us. I called them about 20 times and they keep saying that someone will call us back and didn't. They take money out of my bank account every month for coverage.

Desired Settlement: i would like for them to come out and fix my water pipe or pay for someone to fix it. On the contract states that you pay nothing for covered repairs (within the service agreement limits).

Business Response:

Thank you for bringing Mrs. ******’s complaint to our attention.  We regret to learn of her dissatisfaction.

Mrs. ****** contacted HomeServe on 1/14/2014 to report an issue with her water service line.  HomeServe deployed a plumbing contractor on 1/15/2014, who performed diagnostic procedures and determined a water service line replacement was necessary.  Local regulations require the installation of a pressure reducing valve, a backflow preventer, and an expansion tank for the customer’s water heater.  Those additional items are not covered per the Water Service Line Coverage terms and conditions. We advised Mrs. ****** of the additional fee required by the contractor, but Mrs. ****** was unable to authorize the water service line replacement due to the out-of-pocket expense.

Due to the difficulties Mrs. ****** expressed in finding a contractor to accommodate her budget, on 2/18/14 HomeServe offered to cover the cost of the non-covered repair items as a gesture of goodwill so that the replacement of her water service line could be completed.  Mrs. ****** expressed her gratitude and is satisfied with this resolution. 

Thank you for the opportunity to respond.  We trust that this satisfactorily resolves and concludes this matter. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a Water Heater Coverage insurance policy with Homeserve (policy# ******** in the name of ***** ****). On 12-14-13, my hot water heater began leaking,water ran into the catch pan and out the pipe from the pan to the outside of my house. As soon as I knew there was a problem I called Homeserve about my water heater. The service agreement states they have a 24-hr. emergency service hotline 7-days a week 24 hrs a day 365 days a year. I talked with an operator who told me that they could not send a tech. out until Monday 12-16-13 (2-days later). I was called on 12-15-13 by ****** and was told by them that Homeserve contacted them as a local contractor to replace the water heater. Person at ****** told me they would be out Monday morning 12-16-13 to fix water heater. On Monday 12-16-13 no one called or came by!! On Tuesday 12-17-13 ****** came by and looked at the leaking water heater and said they would be back tomorrow 12-18-13. What about that 24-hr. EMERGENCY _SERVICE_ HOTLINE??? On 12-18-13,****** came back and brought a 40 gal. **** heater after I specifically requested a *********. Heater was taken upstairs to the attic and after a short time they brought it back down stairs and said they had to take it back and exchange, wrong one! They returned later with another heater and finally got it installed, late on 12-18-13(5 days without hot water)! NOW!!! HERE IS THE MAJOR PROBLEM I WANT RESOLVED! THIS REPLACEMENT WATER HEATER COSTS APPROX. $25O. THE HOMESERVE POLICY SAYS IT WILL COVER UP TO $850 FOR REPAIRS! ALSO, STATES NO BILL TO PAY, HOMESERVE WILL SETTLE THE BILL! AFTER MY HEATER REPAIR WAS FINALLY FINISHED, I WAS PRESENTED A BILL FOR $625 FROM ****** PLUMBER. I GOT A QUOTE EARLIER FROM LOWE`S AND FOR THEM TO INSTALL HEATER AND I PURCHASE FROM THEM $625(HOMESERVE NOT INVOLVED). IF HOMESERVE AMT. IS $850 AND I HAD TO PAY $625, THE TOTAL AMT. IS $1475 FOR COVERED INSURANCE AND MY CHECK OF $625. HOW CAN IT COST $1225 TO INSTALL A #250 WATER HEATER! I WANT HOMESERVE TO PAY AND $625 REFUD

Desired Settlement: I was charged $625 over and above what my Homeserve policy was suppose to cover (up to $850 for covered repairs)! I did some checking and I could have *****s install same water heater and never have to leave my house, bought, delivered and installed for $625! I am 85 years old and I think this was some sort of scam or, like I told the plumber a rip-off! My Homeserve policy would of taken care of this repair well under the maximum amount that they advertise $850. I want my $625 back!!!!!

Business Response:

Thank you for bringing Ms. ****’s complaint to our attention.  We regret to learn of her dissatisfaction. 

HomeServe does indeed have a 24-hour emergency repair hotline that operates 365 days per year to take calls and dispatch contractors.  At 10:31 p.m. on Saturday, 12/14/13, Ms. ****’s son, ****** *****, reported a slow leak in their water heater, but advised that they had hot water, so he agreed to have HomeServe deploy a contractor on Sunday, 12/15/13.  On Monday, 12/16/13, at 1:58 p.m., Ms. **** informed us that a contractor had not yet arrived at her home, and for the first time reported that she also had no hot water.  The contractor made an appointment with Ms. **** to be at her home on Tuesday, 12/17/13. 

On 12/17/13 the contractor confirmed that there was a leak and that the unit was not repairable. The contractor provided Ms. **** with a replacement quote of $1,475.00, $850 of which would be covered by the annual benefit limit on her Water Heater Repair Coverage, leaving her with an out-of-pocket cost of $625.00.  Prior to the commencement of the work Ms. **** agreed to pay the out of pocket amount and authorized the repair.    However, in an effort to ensure customer satisfaction and as a gesture of goodwill due to the delay in completing the repairs, we reimbursed Ms. **** the $625.00 out of pocket expense she incurred.  She was fully satisfied with this result and our handling of her complaint.

Thank you for the opportunity to respond.  We trust that this response will satisfactorily resolve and conclude this matter. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ********* sold me a service contract on my gas heater at my new home without informing me that there was a 30 day waiting period. When I first turned on my heater, it didn't work. I called the contractor but because of the waiting period I did not receive service. I then talked to the neighbor who sold me the house and he sent someone out to look at the system. I didn't need the furnace until this morning. When I turned it on, it didn't work. I called HomeServe for repairs and they said it was a preexisting condition that was not covered and to review my contract. I reviewed the contract and did not see a preexisting conditions clause so I called *********. ********* said it was a covered repair and told me to call the contractor back. I called HomeServe again and was told that it was a preexisting condition and that it was not covered. Product_Or_Service: Service Contract

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like HomeServe to pay for the cost of repairs.

Business Response:

Thank you for bringing Mr. ********’s complaint to our attention and allowing us the opportunity to respond.  Mr. ******** enrolled in our Heating System Coverage on 10/18/13.  Under our service agreements, the customer has a 30-day waiting period from the effective date of enrollment before he can request a repair.  Our customers are typically notified of this waiting period during the telephone enrollment process. 

On 11/8/13, 21 days into the waiting period, Mr. ******** called our repair department to request a heating repair.  A representative incorrectly told Mr. ******** that if he got his own contractor to fix the issue that day, HomeServe would take care of the next repair, because he would be within his coverage period.  Mr. ******** ended the call believing that although not covered during the first 30 days, he could call back with the same issue once the waiting period was over.  A HomeServe case manager listened to the call between the call center agent and Mr. ******** and determined that Mr. ********’s confusion was understandable in view of the agent’s explanation of the waiting period.  

The case manager contacted Mr. ******** again to clarify the details of his waiting period, and as a courtesy waived the waiting period providing immediate coverage for his heating issue. Mr. ********’s heating issue was fixed on 11/19/13.  We contacted him after the repair to be sure that he was satisfied, which he was, and noted that he is grateful to us for fixing his heating issue. 

We trust that this response satisfactorily resolves this matter.

Business Response:

Thank you for bringing Mr. ********’s complaint to our attention and allowing us the opportunity to respond.  Mr. ******** enrolled in our Heating System Coverage on 10/18/13.  Under our service agreements, the customer has a 30-day waiting period from the effective date of enrollment before he can request a repair.  Our customers are typically notified of this waiting period during the telephone enrollment process. 

On 11/8/13, 21 days into the waiting period, Mr. ******** called our repair department to request a heating repair.  A representative incorrectly told Mr. ******** that if he got his own contractor to fix the issue that day, HomeServe would take care of the next repair, because he would be within his coverage period.  Mr. ******** ended the call believing that although not covered during the first 30 days, he could call back with the same issue once the waiting period was over.  A HomeServe case manager listened to the call between the call center agent and Mr. ******** and determined that Mr. ********’s confusion was understandable in view of the agent’s explanation of the waiting period.  

The case manager contacted Mr. ******** again to clarify the details of his waiting period, and as a courtesy waived the waiting period providing immediate coverage for his heating issue. Mr. ********’s heating issue was fixed on 11/19/13.  We contacted him after the repair to be sure that he was satisfied, which he was, and noted that he is grateful to us for fixing his heating issue. 

We trust that this response satisfactorily resolves this matter.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/14/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: HomeServe issued an adverting piece to many customers of the ****** Utilities. I am the Office Manager at the ****** Utilities and our staff received many phone calls questioning HomeServe's mailing. Customers were upset by the mailing. I called HomeServe to find out where they obtained the mailing addresses. HomeServe's Customer Service Representative told me that HomeServe partnered with the local utility. I asked to speak to his manager and the Manager told me the same thing. When I told him that that was untrue and asked him that they change this false advertising, he said they do partner with some Utilities but maybe they got our customers' information from a mailing list. The advertising also states a local contractor does the work. I called their service department and they said that they couldn't find any contractors in our area. I do not want them lying to our customers to sell their insurance. I feel this is very deceptive.

Desired Settlement: I would like them to correct their response as to where they received the mailing lists. Our Utility does not sell or provide our customers data. And they should provide a specific contractor list for their customers to see before they purchase this insurance. I feel they defamed our Utility when they stated several times that we provided our customer information to them.

Business Response:

Thank you for bringing to our attention the complaint from ***** *******, Office Manager of ****** Utilities, describing a phone call in which a HomeServe representative told her that HomeServe was partnering with her local utility and that the mailing list used in ****** came from the local utility. 

            This is a matter of significant concern to us because we take care to provide our phone representatives with accurate information about our company, and we instruct them to provide that information to callers requesting it.  If there was a deviation from this policy, we want to know about it.

Our in-coming phone calls are recorded, and they are searchable by time of call as well as by phone number, and we have searched our database using the information we have been provided about the phone call at issue.  We have been unable to locate any record of a phone call in which a HomeServe representative provided the erroneous information that Ms. ******* describes.

We were able to locate a phone call from Ms. *******, which was answered by a HomeServe representative, ******, at 7:40 p.m. on January 6, 2014.  In that phone call, ****** can be clearly heard telling Ms. ******* that HomeServe does not partner with ****** Utilities and that mailing addresses are obtained from “different sources” and in “different ways.”  There is absolutely no suggestion that HomeServe obtained addresses in ****** from the local utility there. 

The answer provided by ****** was correct.  Except in certain cases where HomeServe partners with local utilities to market its services, HomeServe’s mailing information comes from various sources of public information and from third party vendors.  HomeServe’s solicitations also inform readers that our repair warranty coverage is optional and clearly state that HomeServe “is an independent company separate from your local utility or community…..”

Ms. ******* also mentioned that she was concerned that, although HomeServe’s mailers state that one of the benefits of our plans is the use of local, licensed contractors, when she asked one of our representatives to identify the local contractors who would be used in her area, the representative was unable to do so. 

We were able to find a phone call from Ms. ******* in which she says she is “thinking about purchasing” coverage from HomeServe and wanted to know who would perform the work. This call was received at 6:26 p.m. on January 6, 2014, and was answered by a HomeServe representative, ******.  During the phone call, Ms. ******* provided her zip code, 54201, and ****** told her that she was “not able to pull up anything” from that particular zip code. 

Ms. ******* then asked about another zip code, ***** (identified by Ms. ******* as ***** ***), and ****** told her that she was “not pulling up anything” for that zip code either.  (As it turns out, we later learned there is no such thing as zip code *****.  See **********************/*******************************.)  At that point, Ms. ******* told ****** that she would not be getting the coverage and the conversation ended. 

When HomeServe begins marketing in a new area – as it has done in ****** – it seeks to identify reliable, licensed and insured local contractors with which it can partner to provide service on an on-going basis.  It sometimes takes time, however, to develop and vet a list of contractor partners, as is our standard practice around the country.   Until such a list is developed, if a customer needs service, there are several ways in which HomeServe may respond:

·         We can provide a contractor from a nearby area where our network is already established.  In the case of ******, HomeServe has contractors available from ********, *********, about 67 miles away.

·         Or, we can find a local, licensed and insured contractor on an ad hoc basis, looking in local listings and being particularly alert to whether a prospective contractor is accredited by the BBB.  

 

·         Or, we can authorize the use of a local contractor of the customer’s choice.  We prefer to deal directly with the contractor (even when selected by the customer), but sometimes, in extraordinary circumstances, arrange with the customer for him/her to pay the contractor and receive reimbursement from HomeServe.

The choice among these options depends, in part, on the distances involved and the urgency of the situation.  Thus, while Ms. ******* was correctly informed by the sales representative with whom she spoke that HomeServe does not yet have a list of contractor partners in ******, this does not mean that a local contractor would not provide service under a HomeServe contract. 

The answers provided by ****** and ****** were correct and in keeping with the training HomeServe’s telephone representatives receive. If another representative in another phone call provided Ms. ******* with incorrect information, we have not been able to confirm that error based on the information Ms. ******* provided.  Nevertheless, we will remind our call center representatives about the proper responses to questions like the ones raised by Ms. *******.

Thank you for the opportunity to respond to the inquiry from Ms. *******.  We trust that this response will satisfactorily resolve and conclude this matter. 

Consumer Response:

 
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

 It is unfortunate that they were unable to locate our FIRST phone call that was answered by a gentleman (I am sorry, we did not record his name).  This is the phone call that prompted our complaint.  When the employee told us that Homeserve partnered with our utility I asked to speak to his manager.  His manager told us that his name was John and said his employee ID *******. This call was also placed on 1/6/14 (before the other phone calls).  We have several phone lines, but it was placed through our office.  Thank you for your response, I hope you find this additional information helpful. 

Sincerely,

***** *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 12/22/13 I placed a service call due to no hot water. It was my understanding under the contract a service tech would be sent out within a 4 hr window. Not the case. However, a tech was at my home Mon morning. I went all day Sun with no hot water. Mon the unit kicked on and off. The tech determined it needed a new gas valve and said someone would be in touch with me. I told him I was puzzled with his response since parts and labor was covered under the contract. He said that is another department and he very nicely wished me a Merry Christmas. Later that day I received a v/m from someone named ***** stating that the part would cost approx $216.00 and to contact the call center if I wanted to move forward with the repair. Meanwhile my h/w unit goes on and off and if you are lucky you might get a hot shower. Very inconvenient with out of town relatives visiting for the holidays! I called back to find that the part was covered but because the person entered the info mistakenly processed it as not covered the supervisor had to dispute it. This took me over an hour to figure out and had to speak with three different people to get an answer. The Supervisor told me she would email the manager and I would instantaneously receive a call. Reluctantly I took her word. The end of the day came and no call back. Tues came and went no call and I could not get through to anyone. Most likely because it was Christmas Eve. Thurs morn I start all over again speaking yet to another Supervisor named ***** *. She tells me the same exact thing but leaves me her contact info (***** * ** *** ********). Thurs comes and goes no resolution. Today I start over again! Have spent over 4 hours on the phone with these people and six days later hot water heater still not fixed. How is that emergency 24/7 service?

Desired Settlement: I would like my hot water heater fixed immediately and I would like to receive a refund of the annual service plan charge of $239.00 and still receive the benefits of the plan for the year. Homeserve did not uphold their end of the service plan in any way shape or form in my opinion. They take your money year after year but when you need to use their services you have to fight until you are exhausted to get what is rightfully due. I missed half day from work and several hr from work on phone.

Business Response:

Thank you for bringing Ms. *******’s complaint to our attention and allowing us the opportunity to respond.  We reviewed her complaint and regret to learn of her dissatisfaction. 

Our records confirm Ms. ******* contacted HomeServe on Sunday afternoon, 12/22/13, at 2:59 p.m., because she had no hot water.  Ms. ******* was advised that the next available appointment was the following morning, Monday, 12/23/13, between the hours of 8 a.m. and 12 noon.  This is the four hour window that she was told about.  Our technician arrived at her home at 8:16 a.m. and determined that the water heater had a faulty gas valve. Although that part is covered  under Ms. *******’s Premier Heat Plan, our representative misread Ms. *******’s plan information and incorrectly advised her that the part was not covered, stating it would cost $216.00.  There were phone conversations during the next couple of days as our call center and repair management representatives reviewed the matter (the repair line was open Christmas Eve and Day as it is open 24 hours a day, 365 days a year).   On 12/23/13 HomeServe determined that the gas valve on Ms. *******’s water heater was covered. The covered repairs were completed on 12/27/2013 at 9:33 a.m. at no charge to Ms. *******.

We spoke with Ms. ******* on Monday, 1/6/14, to follow up on her claim and apologize for her customer experience.  As a courtesy and in an effort to ensure customer satisfaction, HomeServe refunded to Ms. *******’s credit card $239.00, the Premier Heat Plan contract fee for the year.  Ms. ******* advised that she was pleased with our handling of her concerns.

We trust that this response satisfactorily resolves this matter and apologize for any inconvenience it may have caused. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/31/2014 Problems with Product/Service
1/29/2014 Problems with Product/Service | Complaint Details Unavailable
1/8/2014 Advertising/Sales Issues | Complaint Details Unavailable
1/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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 soon. Yesterday, Tuesday December 12 we called in a report of no heat. We were told that a service repair person would be coming between 12 and 6, but would call with a more precise time window before coming. The service person showed up without calling. Upon inspection he identified the part needed and which was not on the truck but had to be ordered. We were told that we would be called when the part arrived so that installation could happen promptly. Today, in the morning on Wednesday December 13 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 house. Additionaly, 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 repair. We were told that we are scheduled for installation TOMORROW, Thursday December 14. 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 Contract. Failure to provide adequate service.

Business Response:

Thank you for bringing *** ******** concerns to our attention. We are sorry to learn of his dissatisfaction.

Our records confirm the first service date was 12/10/13 between 12-6pm.  Our records indicate the service technician did attempt to contact Mrs. ****** prior to his arrival using the number noted on file as the “best contact” number, but when called it went directly to voicemail.   When our technician arrived Mrs. ****** was outside the home and questioned why he had not called prior to arrival, to which the technician advised of his prior attempt going directly to voice mail.  Our technician even dialed the number for Mrs. ****** so that she could hear what happens. 

Upon inspection of the Heating unit, our technician determined it needed a fan control part which needed to be ordered.   The part was ordered and Mrs. ******’s home was left with the heat working. 

Our parts department received the fan on 12/11/13 at 1:12pm.   At 2:47pm, prior to our opportunity to call for scheduling, Mrs. ****** called into the call center to follow up on part availability.  Mrs. ****** was informed of the part’s arrival just a short time earlier and while on the phone scheduled the installation for 12/12/2013 between 12-6.   It appears Mrs. ****** expressed dissatisfaction at that time with the installation date, and we apologize that is was not handled during that call.   We believe this to be an isolated matter and assured her that customer concerns are addressed immediately when they are expressed. We confirm the part was replaced on 12/12/13 and the unit was left on and operational.

After several unsuccessful attempts to reach Mr. ****** and voicemails left, we finally connected with Mrs. ****** on 12/20/13 and apologized for the inconvenience.  As a measure of goodwill, HomeServe extended a gratuity check to Mrs. ****** refunding all monies paid towards the current Premier Heat Plus contract due to expire on 1/22/2014.  We also offered to apply a discount towards the remaining balance.  Mrs. ****** was appreciative and was advised to expect the refund check in the amount of $264.50 within the next 7-10 business days.  

We trust this response resolves the matter.  Thank you for allowing us the opportunity to address Mr. ******’s concerns.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.
The facts are not accurately reflected in the description, however we are satisfied with the monetary refund offered. 
Sincerely,

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My aunt ****** ******** took out a policy with Homeserve for a house she owned but was uninhabited at the time. I became her Power-of-Attorney several months ago and didn't know about the policy. We rented the house and discovered that the water pipes were leaking. I called a plumber and spent $1,300 in repairs. Then after my aunt went into a nursing home, I went through her bills and found out that she had an insurance policy to cover this event but because I didn't call them first, she isn't being reimbursed for the cost. My aunt is 89 and sometimes gets confused. I feel that the company should at least pay a portion of the cost.

Desired Settlement: I feel that the company should help us pay the bills for the leaking pipes. The address of the property was *** ******** **** ********* ** ***** and her service agreement # was ********.

Business Response:

Thank you for bringing Ms. ****** concerns to our attention.

We spoke to Ms. ***** ****** on October 29, 2013, regarding plumbing work performed at her aunt ****** ********’s home at *** ******** ******* *********, **.  Ms. ****** requested reimbursement for plumbing work she had performed by her own contractor without HomeServe’s prior approval.  Our representative advised Ms. ****** that per the terms and conditions of *** ********** optional Exterior Water Service Line contract, HomeServe should have been notified upon discovery of the breakdown so that they could determine whether the repairs were covered, and provide approval.

Upon receipt of this complaint we contacted Ms. ****** on November 4, 2013, so that she could provide further details about the repairs, which were made to water pipes under the home.  We explained that the Exterior Water Service Line contract only covers repairs to the exterior water service line from the property boundary to the water service line’s point of entry into the home.  Ms. ****** stated that the repairs were indeed made on the water service line.  As a courtesy, we agreed to review the plumber’s invoice to determine if any of the repairs would have been covered.

The plumber’s diagnosis and work description clearly indicated that the repairs were not performed on the covered exterior water service line of her aunt’s home.  Based on that information, we advised Ms. ****** on November 7th that the repairs would not have been covered, so we could not reimburse her.  Ms. ****** requested cancellation of her aunt’s optional Water Service Line and Sewer/Septic Line contracts, which we did on November 8, 2013.

We trust Ms. ****** was provided clarity regarding her concerns, and consider this matter to be closed.  Thank you for the opportunity to respond.

Consumer Response:

 
Complaint: *******

I am rejecting this response because:  I don't think that when a person takes out insurance on their water lines that they understand that only the lines from the meter to the house are covered.  Why would you take out insurance on 30 feet of line that's underground?  I wonder how much they actually pay out in claims?

Sincerely,

***** ******

Business Response:

We are sorry that Ms. ****** is dissatisfied with our response. All of our marketing materials provide specific information as to the coverage, including informing the homeowner that “coverage is for the repair of an emergency breakdown of the exterior water service line on your property, from the foundation to the property line or well casing”.  In addition, as part of our Welcome Package, we provided Ms. ****** with Terms and Conditions that state HomeServe covers breakdowns to the homeowner’s “external water service line from the boundary of Your property to the point of entry into the building within Your property for which You have responsibility”.

HomeServe is not the only provider of this valuable service, but is part of an emerging service industry that allows homeowners to purchase protection against breaks in their water service lines, specifically the portion on their property.  Responsibility for repairing these lines typically rests with the homeowner, not with the local utility or government, and homeowners insurance typically does not cover the costs of repairing or replacing a broken service line. HomeServe offers a low-cost program to cover such costs.  We currently service over 1.4 million customers across the country and have over a 97% satisfaction rating among customers surveyed after using our repair services.

We encourage our customers to read the information in our mailers carefully and consider the benefits before purchasing our optional service contracts. However, it is important to note that customers may cancel at any time. If cancelled within 30 days of the effective date, the customer receives a full refund; customers who cancel after the first 30 days will receive a pro-rata refund less any claims paid.

We left messages for Ms. ****** on both December 9th and 10th, but have not heard back.  We hope to hear from Ms. ****** so that we can clear up any additional concerns she may have. Thank you for the opportunity to respond.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/17/2013 Advertising/Sales Issues | Complaint Details Unavailable
12/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: HomeServeUSA on their website states that"coverage as roadside assistance for your home.It's there for you24/7/365, providing help, expert repair services" My 89 year old Mother called for service to get her heat back on and she was tod that they would come the next day ,some 16 hours after her call. When I called out of concern that she would be without heat all night when the tempertue was in the low thirtys,i was told that the phone line is 24hrs but the repairs stop at 8pm . Who cares about the phone line being open, my Mother needed heat. It is clear to me that this is deceptive advertising stating that repair service is 24 hrs a day.They need to be called out and state that repair service is not 24 hrs a day but primarily a day service. Thank you for addressing this issue.We need to avoid having others fall for this same lie as my very cold 89 year old mother has. *** ******

Desired Settlement: My mother, ****** ******,should get a refund of the $300 she spent on the contract to have 24hr service. It is clear that she never had 24 hr service.

Business Response:

Thank you for bringing Mr. ***** ******* ******’s concerns to our attention.

We have reviewed the complaint filed and are sorry to learn of the dissatisfaction expressed by *** ****** on behalf of his mother (our customer), Mrs. ****** ******.  HomeServe USA Repair Management Corp (“HomeServe”) administered the services in connection with **** ******’s optional ******* **** **** Plan and is appreciative of the opportunity to respond.

In response to the concerns raised by *** ****** in which he states, “I called out of concern that she (**** ******) would be without heat all night…and (I) was told that the phone line is 24hrs but the repairs stop at 8pm…this is deceptive advertising stating that repair service is 24 hrs. a day”; this allegation is not true and is without merit.  The terms and conditions of the ******* **** **** plan clearly state that HomeServe’s call center is available for calls 24 hours each day, seven days a week; however, HomeServe will perform service under the Plan seven days a week during the hours of 7a.m. to 10p.m. with seasonal modifications.  Outside of the winter season, HomeServe provides service to homeowners during the hours of 7a.m. through 8p.m.  During the winter season we extend the service hours to 10 p.m.  This year’s winter season began on 11/17/13.  It is our goal to service all No Heat service requests within 24 hours of reporting.

Our records show **** ****** called on 11/13/2013 at 5:17 p.m. for a no heat issue and was scheduled to be serviced on 11/14/13 between 12-6 p.m. Our technician arrived at her home on 11/14/2013 at 12:19 p.m. and determined the damper motor needed to be replaced.  A new damper motor was installed and operation was restored to **** ******’s heating unit.  

On 11/21/13 a member of our Customer Advocacy team spoke with **** ****** and obtained confirmation that heat had been restored to her home. It was also explained to **** ****** that while we are not always to service all no heat situations on the same day as reported because of other scheduled and emergency repairs that occur during the same day; she can be assured her home would be serviced within 24 hours after having reported a no heat situation. **** ****** understood and was appreciative of the explanation. 

**** ****** has been a long standing customer of HomeServe’s since 2007 and we are most appreciative of her loyalty.  In an effort to exceed customer satisfaction, HomeServe offered a reimbursement of the annual paid towards this year’s ******* **** **** service contract term.  **** ****** accepted the offer and was pleased with the courtesy extended.  **** ****** was told she could expect to receive a check within the next 2-3 weeks.

We trust this response resolves the matter, and thank you for allowing us the opportunity to respond.

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/11/2013 Problems with Product/Service
12/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Iam continuing to receive a sign up plan for insurance that I already am cover for with my home owners insurance, but the flier they send starts out saying Iam not covered, This is out right fraud,and manipulation,, for countless Iowans who are elderly , and disabled like me, I live on a fixed income and these parisites will not stop trying to defraud me and others in my neighborhood,The address and phone number you have for home serve is incorrect, PH# **************,address is not stamforn CT. it is ** *** ***** ********* **** ************ whitch means this is a fedral crime

Desired Settlement: Please contact the Attorney General and put these people out of buisness, they are using the US mail for this scam and federal laws should apply,, Iam avalible for any court date or deposition, and have saved the missinformation I have been sent over and over by them

Business Response:

Thank you for bringing *** ******** concerns to our attention. However, Mr. ****** has no basis for accusing HomeServe of fraud or alleging that our marketing practices are a scam.

The mailer Mr. ****** received clearly states that his exterior water service line is not covered with Water Service Line Coverage from us. In City Rapids, Iowa, the responsibility of repairing water service lines rests with the homeowner, not with the local utility or government, and most basic homeowners’ insurance policies do not cover the costs of repairing or replacing a broken service line.  HomeServe is a part of an emerging service industry that offers homeowners a low-cost program to cover such costs.  In fact, HomeServe has provided over $100 million in services to its customers, representing more than 600,000 service jobs, over the last three years.      

Utilizing standard direct-marketing methodologies, HomeServe periodically sends mailers to residential addresses to inform homeowners of home service contracts available in their area.  These mailers are not intended to alarm homeowners, but to inform them of services that have been an enormous help for tens of thousands of homeowners to date.  HomeServe does not target recipients of these mailers on the basis of age, physical capabilities or their socioeconomic status. 

We encourage all homeowners who receive our mailings to read the information carefully and consider the benefits before purchasing coverage. A toll-free number (**************) is provided for those who may have additional questions.  Homeowners who purchase the coverage have 30 days to review the plan to decide if it is right for them.  If they choose to cancel within that time frame, or if they have duplicate coverage provided by others, they are entitled to a full refund.

                                   

Lastly, the telephone number and address are not incorrect. HomeServe USA, which has been in operation since 2002, was headquartered in Stamford, Connecticut until November 25th when we moved our corporate office to Norwalk, CT. HomeServe’s mailers contain return addresses to state-specific post office boxes that we maintain to properly sort and direct the thousands of parcels we receive every month nationwide from prospective customers like Mr. ******.

We regret that the mailer may have caused Mr. ****** any inconvenience.  As a courtesy, we have removed Mr. ******’s address from our mailing lists. Please note that, although the address has been removed from our list, it may take up to 30 days for the information to be completely removed from all mailing files.

We trust this response satisfactorily resolves the matter.  Thank you for allowing us the opportunity to respond.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Sincerely,

Donald ******  and it totaly disreguards any of the major fraud , and out right manipulation , they call buisness common practice,, you are dooping the poor and the ederly ,, you will not stop untill you are fined ,, I vote they beheal finacialy reponcible for the interstae traficing of knowingly fraudulent material by federal mail,,I am ready to go to court, to stop this once and for all

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/11/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I do not wish to renew the Exterior Sewer/Septic Line Coveragethat I paid for 10/1/12. This was paid by check at that time.I have not responded to renewal notices because I did notwish to renew. This company used my account number from thecheck written a year ago and withdrew an amount of $119.88.I stopped payment at the bank and they have red tagged thiscompany on my account.There was a second coverage for the water line paid bycheck in July, 2012 for $59.88. I do not wish to renewany coverage with this company.I will appreciate your service at this time.Thank you,***** * ****

Desired Settlement: Amount paid to company.

Business Response:

Thank you for allowing us the opportunity to respond to *** ****** complaint. 

*** **** states an unauthorized charge in the amount of $119.88 was deducted from her bank account for the renewal of her Exterior Sewer/Septic Line Coverage (“SSL Coverage”).  

In reviewing *** ****** SSL Coverage acceptance form from October 2012, she checked 2 payment type boxes: E-Z Pay and One-Time Check, and included her signature authorization under each option.  *** **** was enrolled under the E-Z Pay payment option, which states: “[s]end a check payable to HomeServe for your first payment and HomeServe will automatically charge all future payments at the frequency specified to your checking account” and “[t]his authorization is to remain in effect and coverage will be automatically renewed at the then-current rate unless I cancel by calling….” 

HomeServe then mailed a letter to *** **** on 9/9/2013 notifying her that coverage would be automatically renewed on 10/14/13 unless she called to cancel.  Because *** **** did not contact us to cancel her coverage, the payment for her SSL Coverage was processed on 10/15/2013.  Per her request, however, we have canceled *** *****s SSL Coverage.  We reviewed our records and confirmed that *** **** arranged with her bank to stop payment to HomeServe so no refund is due.

*** **** also requests cancellation of her Water Service Line Coverage.  We processed this request on October 22, 2013.

We were unsuccessful in attempting to contact *** **** by phone to discuss this matter and confirm cancellation of her coverage.  

We apologize for any inconvenience this may have caused and trust this response resolves this matter.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/1/2013 Advertising/Sales Issues | Complaint Details Unavailable
10/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: trying get through to the customer service; I think the pilot is out within my household and I am not receiving heat; would like to get someone to come out and fix the issue but cannot get through to anyone.

Desired Settlement: to receive a call back or my situation handled

Business Response:

Thank you for bringing Ms. *****’ concerns to our attention.

Ms. ***** states that she called HomeServe on 10/9/13 and was unable to get through to our Customer Service Department to report an issue with the pilot light on the heating unit. As a result, she had no heat in her home. 

Our records do reflect that several calls were made from Ms. *****’ number on 10/9/13.  The majority of Ms. *****’ calls failed due to the inability of our system to recognize her selections.  HomeServe’s telecom system requires  callers to select an option, and  if the option is not selected or received, the call is released due to the system’s inability to recognize phones that have problems sending DTMFs (dual-tone multi-frequencies), or rotary phones.  We apologize for the inconvenience this has caused.

Once HomeServe was made aware of Ms. *****’ need for service on 10/9/13, a service call was promptly scheduled and completed that evening. HomeServe replaced the heating unit’s pilot light, performed an annual maintenance check on the unit, and ensured the unit was functioning properly.

We trust this satisfactorily addresses Ms. *****’ concerns.  Thank you for allowing us the opportunity to respond.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Although I enrolled this morning, I wanted to cancel the enroll me and was told they couldn't any enrollment. I was that a employee get the enrollment and manual setup the account so I would need to wait.

Desired Settlement: I do not want the enrollment processed for their service. If a payment has been processed, I want it refunded back to my account.

Business Response:

Thank you for Bringing Ms. *********’s concerns to our attention.

Ms. ********* states that on 10/04/2013 she contacted HomeServe to cancel her recent online Water Service Line enrollment request. However, she was unable to cancel at that time, because her enrollment information was not yet populated within our system. 

Ms. ********* states that she does not want HomeServe to process her Water Service Line enrollment request, and if payment has been processed, she wants the payment refunded.

In an attempt to address Ms. *********’s concerns, HomeServe contacted Ms. ********* on 10/4/2013.  During the call, we assured Ms. *********, that her online enrollment request would be cancelled, and if a payment had been captured we would refund it promptly.

On 10/04/2013, Ms. *********’s online Water Service Line enrollment request was deleted from our system, and no payments were captured or deducted from her credit card.  We called Ms. ********* on 10/04/2013 to communicate the resolution.  Unfortunately, we were unable to reach her, and left voice mail messages with our direct phone number, requesting she return our call.

We spoke with Ms. ********* on 10/10/2013, and confirmed that her enrollment request had been cancelled.  Ms. ********* confirmed that no charges to her credit card had been applied.

We trust this satisfactorily resolves the matter. Thank you for allowing us the opportunity to respond.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have a contract with Homserve which covers internal plumbing issues. We had a major problem with leakage from an internal pipe. We called home serve which sent a contractor to our home. He provided no assessment of the problem and no further instructions about the process. He simply said he would report back to home serve. After hearing nothing from the contractor or Homeserve, we got estimates for the work. After 3 weeks, I called home serve and was told that they had no further information on record and didn't know why we were not contacted. We had the work done which involved opening up the wall and replacing a portion of the pipe. When I talked with the Homeserve representative to advise that we felt this problem needed immediate attention, her response was, well you have more than one bathroom don't you? She also told me that Homeserve would not pay for the work we had done. I later called Homeserve to a cancel our service and spoke with a representative who asked why we wanted to cancel the service. She said that due to the circumstances, we could possibly be paid for the work and that she would look into it. She later contacted me to say that homeserve would pay the expenses we incurred. i did hot hear from her for a couple of weeks. She left me a message saying that a supervisor should have been in touch with me. I called to let her know that no one had contacted me. She again agreed to get back to me. After hearing nothing, i called again. This time she said that the company would pay us $425, the amount that their contractor said he would have charged for the job ( approximately 3/4 less than the amount we paid). This was the same contractor who originally came to our home, never filed a report with Homeserve, never gave us any information, never got back to us and never saw the pipe once the wall had been opened). I asked them to send that amt. since they would not pay amt. due. It has been 2 weeks and the payment they promised to expedite has not come.

Desired Settlement: Payment for the repairs we made that should have been covered by our contract.Please note that dates for occurrence and notification are approximate.

Business Response:

Thank you for bringing our customer’s concerns to our attention.

Our records show that Ms. ***** is enrolled in out optional Internal Plumbing coverage.  On 6/28/2013, she called to report a leaking pipe beneath a bathroom.  The service call was deployed to one of our network contractors.  Upon receipt of this complaint, we spoke with the contractor and were advised  that they were onsite on 6/28/2013, and made a preliminary diagnosis, confirming the location of the leak, and that they informed our customer that they would schedule a follow up appointment to repair the pipe.  The contractor stated he was unable to reach the customer to schedule the appointment, despite several attempts by phone. 

The customer contacted us on 7/15/2013, and stated that she was still waiting for our contractor to schedule an appointment.  HomeServe claims management made several attempts to arrange a follow up appointment with our contractor and our customer. We were not informed that the repairs had been completed by a third party contractor, until the customer contacted us on 8/22/2013, seeking reimbursement for her expenses.  HomeServe claims management advised Ms. ***** that the terms and conditions of her  optional Internal Plumbing and Drainage Coverage states that we do not pay for unauthorized repairs.  However, on 9/08/2013 we authorized reimbursement in the amount of $490.00,  the equivalent to the amount our contractor would have charged for an identical repair.  HomeServe forwarded a check  to Ms. ***** on 9/20/2013, in the amount of $490.00, via ** ****.  Our records show that Ms. ***** called HomeServe on 9/18/2013, and cancelled her Internal Plumbing and Drainage Coverage, as well as her Exterior Water Service Line Coverage and Exterior Sewer/Septic Line Coverage plans.

In response to this complaint, HomeServe contacted Ms. *****, and she confirmed that she received the check for $490.00, but  was still seeking reimbursement for the remaining balance on her  contractor’s invoice.   As a courtesy, due to Ms. *****’s overall experience, HomeServe claims management authorized reimbursement for the remaining balance of Ms. *****’s contractor invoice, and reinstated her cancelled Coverage plans for one non-renewable term, free of charge.   Ms. ***** conveyed her gratitude to HomeServe for authorizing the additional reimbursement and gladly accepted the free Coverage plans.

Ms. ***** was advised to please allow up to 10-14 business days to receive her additional reimbursement.  We trust that this matter has been resolved to the customer’s satisfaction.  Thank you for allowing us the opportunity to respond.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/18/2013 Problems with Product/Service
10/4/2013 Problems with Product/Service | Complaint Details Unavailable
10/2/2013 Billing/Collection Issues | Complaint Details Unavailable
10/2/2013 Advertising/Sales Issues | Complaint Details Unavailable
10/1/2013 Problems with Product/Service | Complaint Details Unavailable
10/1/2013 Problems with Product/Service | Complaint Details Unavailable
9/24/2013 Billing/Collection Issues | Complaint Details Unavailable
9/9/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have received two solicitations from them with the official looking info from ******* ****** Utilities on the top and their please respond by date. They are trying to get me to purchase Interior Gas Line Coverage for $4.99 a month which will cover $3,000 of repairs. I am always skeptical when I get this type of mail. The envelope says it is mailed from zip code 06101 which is Hartford, CT, but there is nothing else in their solicitation about where they are located, just a telephone number. Their return envelope lists a post office box which I found out belongs to a local doctor.

Desired Settlement: DesiredSettlementID: No settlement requested - for I would like to be eliminated from their mailing list.

Business Response: Business Response /* (1000, 6, 2013/09/03) */ Thank you for bringing Ms. *****'s concerns to our attention. As you know, utilizing standard direct-marketing methodologies, HomeServe USA Corp. ("HomeServe") periodically sends mailers to residential addresses to inform homeowners of optional home service contracts available in their area. We obtain publicly available information for our mailings through third party vendors, as do numerous companies. These mailers are intended to provide information about services that have been an enormous help for tens of thousands of homeowners. HomeServe currently services over 1.3 million customers across the country; ninety-six percent of customers surveyed after using our repair services would recommend HomeServe USA to friends and family. More information, including customer testimonials, can be found on our website at www.homeserveusa.com. HomeServe currently partners with over 30 utilities nationwide, covering over 22 million households. HomeServe's use of the ******* ****** Utilities logo is the subject of a licensing agreement between the parties. HomeServe never uses a partner logo or name without permission and each partner reviews and approves every mailing, as was the case with the mailing Ms. ***** received. HomeServe never attempts to present itself as a utility. HomeServe made clear in its mailing to Ms. ***** that it is an"independent company separate from ******* ****** Utilities", that the service plan is "optional" and that "Participation in this service plan will not affect the price, availability or terms of service from ******* ****** Utilities." HomeSeve has corporate offices in Stamford, CT, as well as customer contact centers in Chattanooga, TN. All our local and regional mailers contain return addresses to state-specific Post Office boxes that HomeServe maintains to properly sort and direct the thousands of parcels we receive every month nationwide from prospective customers like Ms. *****. We regret to learn that the mailings may have caused Ms. ***** any inconvenience. Please be assured Ms. *****'s address, has been removed from our mailing list. Our mailing lists are prepared in advance, and it is possible that she *** receive one more mailing. We trust this response satisfactorily resolves the matter. Thank you for allowing us the opportunity to respond.

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dear Sirs,I recently sent a payment in and was surprised to receive the payment back.I am not interested in this service at this time.Reason being is that the first notice I received I sent in a payment of $59.88. The second notice I received I sent in a payment of $26.97 The last payment I received I sent in a payment of $26.97 and that was the payment returned with a notice saying that I need to make a payment in full.When I totaled all of these payments together the total I sent was for $113.82 what I dont understand is the following.1. I am a city resident with water coverage through the city and was told that if I have any septic issues it would be covered through the city.2.I do not know anyone that is paying for a service with your company.3.When checked through the Better Business Bureau you are not an accredited company.4.For all the years Ive resided in this residence I have never paid for septic service.Now I will not be making any other payments to your company and expect to receive a full refund for all money I have paid for in the past. Product_Or_Service: Septic Service Account_Number: Reference#1306XHSHJB

Desired Settlement: DesiredSettlementID: Refund Now I will not be making any other payments to your company and expect to receive a full refund for all money I have paid for in the past.

Business Response: Consumer Response /* (-5, 8, 2013/08/14) */ Consumer indicated they have heard from the company, but the issue has not been resolved. Comments follow below: Business Response /* (1000, 11, 2013/08/27) */ Thank you for bringing Ms. *****'s concerns to our attention. Our records show that on March 21, 2013 Home Serve received a postal request for enrollment in our Water Service Line Coverage from Ms, *****, including a money order in the amount of $59.88. Ms. ***** was enrolled in the Water Service Line Coverage at that time. On June 11, 2013 we received a postal enrollment request for Sewer/Septic Line Coverage, including a money order in amount of $26.97. Unfortunately, this was not the total amount required amount for enrollment in this plan, and on July 9, 2013, Home Serve returned the money order to Ms. *****, with a letter stating this was an underpayment of the total amount of $119.88 due for enrollment in the Sewer Septic Line Coverage plan. On July 24, 2013 we received another postal enrollment request for Sewer Septic Line enrollment, with yet another money order in the amount of $26.97. Again, as previously explained to Ms. *****, this was an underpayment of the total amount of $119.88 due for enrollment. Home Serve periodically sends mailers to residential addresses to inform homeowners of optional home service contracts available in their area. Our company currently services over 1 million customers across the country; ninety-six percent of customers surveyed after using our repair services would recommend Home Serve USA to friends and family. More information, including customer testimonials, can be found on our website at www.homeserveusa.com. We are part of an emerging service industry in the US that allows homeowners to purchase protection against breaks in their water or sewer service lines. The development of this new industry is, in part, the result of deteriorating infrastructure in the US, where breaks in homeowner water or sewage service lines are a common daily occurrence. The responsibility for repairing these service lines typically rests with the homeowner, not with the local utility or local government, and homeowners insurance typically does not cover the costs of repairing or replacing a broken water or sewer service line. We offer an optional, low-cost program to cover such costs. Regarding Ms. *****'s concern that we are not accredited by the Better Business Bureau ("BBB"), a business does not have to be accredited by the BBB in order to receive a graded rating. Currently, Home Serve does carry an A- rating with the BBB. We have made several attempts to reach Ms. ***** at the phone number she provided. To date, we have been unsuccessful. We have left voice mail messages with include the name of a direct contact at Home serve, with whom to discuss her concerns. Presently, we have cancelled Ms. *****'s existing Water Service Line Coverage, and will forward a refund in the amount of $85.85 as requested, stating her home is protected by other sources. This amount consists of the total of both money orders received: $59.88 (3/21/2013) and $26.97 (7/24/2013). She will receive a check within 10 business days. We trust that this satisfactorily resolves the matter for Ms. *****. Thank you for allowing us the opportunity to respond.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/3/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Solicitation from them--IMPORTANT INFORMATION,YOUR WATER SERVICE LINE--is the statement on letter head. Appears to be from the city government related to an important need. My concern is, this is being sent to our homestead which is not in My Dad's name He is deceased since 1997. Presently it is for sale and in an estate no one lives at **** ** ********* **** However to my real concern.1.If Dad or Mom be alive and receive is mail which appears to be a SCAM they would have bought the service.2. The information is misleading and is such small print. If this is sent to many elderly people this company is giving misleading information. I can imagine that many can be taken esp sine the bottom has ---PLEASE COMPLETE AND RETURN BY AUGUST--and they ask for credit/debit card information as method of payments

Desired Settlement: DesiredSettlementID: Other (requires explanation) I realize there has been compliant and issues to BBB and somehow the Miamioffice needs investigated because my call to them left me thinking there is something not right. They have "No email" I was told.

Business Response: Business Response /* (1000, 11, 2013/08/29) */ Thank you for bringing Ms. **********'s concerns to our attention. Ms. ********** alleges that our mailer appears to be from a city government related to an important need. HomeServe never attempts to present itself as a utility or government entity. In fact, our mailers state explicitly that HomeServe is "an independent company separate from your local utility or community." This appears in our mailings in italics, adding emphasis. We also include the word "optional" in our mailings, not just once, but 3 times. We do not believe that any consumer who reads our solicitation can reasonably claim to believe that the mailing is from either a local utility or a government entity. We are part of an emerging service industry that allows homeowners to purchase protection against breaks in their water or sewer service lines. Responsibility for repairing these lines typically rests with the homeowner, not with the local utility or government, and homeowners insurance typically does not cover the costs of repairing or replacing a broken service line. HomeServe offers a low-cost program to cover such costs. Ms. ********** also notes that we sent this mailing to her deceased father. We obtain 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 mailers to residential addresses to inform homeowners of home service contracts available in their area. Please be assured that in no event does HomeServe target recipients of these mailers on an age basis. The mailers are not intended to alarm homeowners, but to inform them of services that have been an enormous help for tens of thousands of homeowners. Ms. ********** alleges our company is a scam, but that is wholly without merit. HomeServe services over 1.3 million customers nationwide; 96% of customers surveyed after using our repair services would recommend HomeServe to friends and family. We are currently rated "A-" by the CT BBB. More information, including customer testimonials, can be found on our website at www.homeserveusa.com. We encourage all homeowners who receive our mailings to read the information carefully and consider the benefits before purchasing coverage. A toll free number is provided for those who may have additional questions. Ms. ********** states we ask for credit/debit card information. HomeServe offers several payment methods upon enrollment, which include credit/debit card, check or money order, as well as an ez-pay option. These options allow homeowners to choose the payment method that is best for them, should they decide to enroll in one of our plans. We regret to learn that the mailing may have caused Ms. ********** any inconvenience, as a result of her father's name appearing on the mailing sent to **** ** **** *** ****** ** XXXXX. As stated above, this information was received from a third-party vendor. Please be assured Mr. ****** ********* name, as well as the subject address, have been removed from our mailing list. Our mailing lists are prepared in advance, and it is possible that one more mailing may be forwarded to this address. We trust this response satisfactorily resolves this matter. Thank you for allowing us the additional time to respond

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our situation began with a collapsed sewer line back in March/April timeframe. Through no fault of Homeserve we were unable to get written permission for them to access our neighbors property to bring in their equipment because our property does not have sufficient space for the digging equipment. It took us until end of June to get written permission which Homeserve required, mainly due to a neighbor who we could not find home, over weeks. Once this was resolved we got back in touch with Homeserve and the plumber, who came out to get an exact estimate for the work. The problem came in when they had an issue with removing the fence because of trees grown around it. It took days for Homeserve to get back with us on if they would cover it. The answer was yes, but an estimate was made for #3,800, $800 over the covered amount. We made a reasonable request for a breakdown of the quote to see exactly where the money was being quoted, mainly because I am more than capable of tearing down a fence and some trees, and can do that work myself because it is incidental to the actual problem. Homeserve absolutely refuses to release this information, merely sending me a very general list with descriptions of Labor, Debris etc which provides no clear indication of what is actually being done. Their reasoning given has been that "THEY" Homeserve are the client to the plumber not us so they cannot reveal this information. The only information was mistakenly released by a Homeserve phone operator saying removing the fence was $380, which upon later conversations with a supervisor turned out to be something she will be punished for. It has been frustrating to deal with them refusing to tell us what we are paying the $800 for, something they would not allow for themselves. We dont even know what method we are being quoted for, or if we could opt for a different cheaper mothod. Every time we talk to someone different, the last person doesnt seem to know whats going on. 5 months living with sewage and counting. Product_Or_Service: Sewer Line Warranty

Desired Settlement: DesiredSettlementID: Other (requires explanation) We are desiring the information we need to make an informed decision on which way to proceed. Obviously we are in a hard place because we are living in sewage spewing into our backyard causing mosquito and health issues in my family. In the end, if it is a REASONABLE requirement for the #800 I would gladly pay. I just expect the same treatment as this company would demand of their contractors and know why I am paying what I am having to pay.

Business Response: Business Response /* (1000, 8, 2013/08/15) */ Thank you for bringing Mr. *****'s concerns to our attention. Mr. ***** contacted HomeServe on 05/10/2013 to request service, stating there was sewage and waste water seeping out of a "cleanout" access point on the home's exterior sewer line. HomeServe deployed a plumbing contractor to assist Mr. ***** that same day, and diagnostic procedures were performed on the sewer line. The contractor reported to HomeServe that Mr. *****'s exterior sewer line needed to be replaced, due to existing separations between several sections of the line. He further stated that this was the cause of the blockage that allowed sewage and waste water to seep out of the access point. It was further determined that a portion of Mr. *****'s exterior sewer line was located in a neighboring property. As a result, HomeServe needed the neighbor's written consent in order to proceed with the line replacement. The contractor provided HomeServe with an estimate for the proposed sewer line replacement, and a HomeServe claims agent informed Mr. ***** of the findings and recommended repairs, and requested he obtain written authorization from his neighbor in order that we could proceed. HomeServe suspended the claim process, pending receipt of the authorization, as we could not legally proceed with the repair without the authorization. Our records show that HomeServe had no further contact with Mr. ***** until 06/24/2013, when we called him for an update on the neighbor's authorization. Mr. ***** stated he did not have a written authorization, and would follow up once he acquired consent from the neighbor's property owner, as the neighbor is not the owner. On 07/16/2013, Mr. ***** contacted HomeServe and advised that he had obtained written authorization from the property owner to perform the repairs. HomeServe contacted the plumbing company and advised that the *****'s repair could now be rescheduled. The plumbing company stated there would be additional labor and equipment costs to perform the line replacement, plus additional costs to remove a chain link fence and some trees from the excavation area. This procedure is not covered under the *****'s optional Exterior Sewer Line Coverage. HomeServe informed Mr. ***** of the additional costs, which were $820 above the coverage's benefit limit. Mr. ***** then asked our agent for a more detailed breakdown of the costs. In response to this complaint, we contacted Mr. ***** on 08/02/2013, and advised him that our agents are not authorized to provide contractor cost breakdowns without managerial authorization, due to contractor agreements we have with our service providers. Mr. ***** stated that our agents had already provided him the cost breakdown he had requested. We further discussed ways to reduce his out-of-pocket costs, by having him perform the fence and tree removals himself. At present, HomeServe has contacted another plumbing company to provide a second opinion on the repairs, as a means of hopefully lowering the overall repair costs. Mr. ***** stated he is satisfied with the information he was provided, as well as with our efforts to assist him by getting a second opinion on his repairs. We will continue working with Mr. *****, and trust his concerns have been satisfactorily addressed. Thank you for allowing us the opportunity to respond.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had purchased a home protection plan with our local **** utility company, in 2011. Home serve USA took over the plan early this year. This is the 1st time trying to make a claim on this coverage. The thermostat that regulates the heat and ac for my house stopped working a couple of days ago. Basically It will turn both on or off but won't regulate according to temperature. I contacted homeserve today to get someone out to fix it. I spent an hour on the phone with them to find out that I don't have cooling coverage and since it is the summer that it would not be covered and that I would have to wait till the fall or winter to get the claim covered. I have since cancelled the coverage and will be getting this repaired out of my pocket. Product_Or_Service: homeserve home protection Account_Number: XXXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like homeserve to either pay for the repair or to refund the money paid to them for coverage that is not there. Any help would be appreciated.

Business Response: Business Response /* (1000, 9, 2013/07/18) */ Thank you for bringing Mr. *******'s concerns to our attention. Our records show that HomeServe acquired Mr. *******'s Preferred Service Plan from ************** ********* Company on March 31, 2013. This plan covers the cost of repairs to the primary home heating appliance and one water heater. On 6/24/13 Mr. ******* called to report a problem with his air conditioning unit. During the call, we assured Mr. ******* that a contractor would be dispatched promptly. We also explained that if it was determined the issue was with the air conditioning unit, the repair would not be eligible for coverage under his plan, due to the fact that this plan does not cover the repair of air conditioners. Unfortunately, Mr. ******* declined service at that point, and cancelled his contract. Upon receipt of this complaint, we tried unsuccessfully to reach Mr. ******* to discuss his concerns. Please be assured that we will gladly review Mr. *******'s repair invoice, and in the event covered repairs were performed, we will reimburse him in accordance with the terms and conditions of his contract. We encourage Mr. ******* to contact us at the number listed below as soon as possible. We trust this response will address the matter. Thank you for allowing us the opportunity to respond. Consumer Response /* (3000, 11, 2013/07/23) */ (The consumer indicated he/she DID NOT ACCEPT the response from the business.) I called to describe a problem with my thermostat which is part of the heating system in the home. I explained earlier how homeserve would come to the conclusion that it would be part of the cooling system. They told me since it is the summer it would not be covered under my plan. Fortunately I myself am pretty handy and was able to repair it myself by reattaching a loose wire. I believe a standard fee that they would pay a technician to come out would be an appropriate settlement to the dispute. Business Response /* (1000, 14, 2013/08/12) */ Following our review of Mr. *******'s original complaint, we determined that an issue with his air conditioner thermostat is not covered under the Preferred Service Plan. This decision was based on the information that Mr. ******* provided, stating the problem was with his air conditioner. However, since Mr. ******* believed that his issue was covered under his contract, we offered to send our licensed contractor to his home to diagnose the issue. Had the contractor found that the issue was covered under the contract, we would have gladly performed the necessary repairs. Mr. ******* declined our offer after he was advised that if the issue was not covered under the contract, he would be responsible for any fees due to the contractor. In response to Mr *******'s original complaint, we offered to review the invoice for reimbursement consideration for any covered repairs. Mr. ******* now states he made the repairs himself, and is asking that we pay him for the repair. Although we do not have an invoice, or an estimate of cost of the repair performed, as a gesture of goodwill, we are willing to reimburse Mr. ******* the amount of $120.00 which is what it would have cost to send a contractor to his home. Unfortunately, we have not been able to reach Mr. ******* to extend the offer. We encourage Mr. ******* to contact us at his earliest convenience to inform us if the offer is acceptable to him. If so, we will forward a check to his attention promptly. Mr. ******* may contact HomeServe directly at XXX XXX-XXXX. We trust this response satisfactorily addresses the matter. Thank you for allowing us the opportunity to respond.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/15/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We have carried HomeServe USA since 2010. My water heater was leaking, so I called them to have it looked at. They called in ****** ******* & ******* of ******* ** to look at it. The service person came the next day. We told him that our son-in-law installed the water heater. He has a license for cooling & heating & installs them reguarly. The service person said he thought the leak came from a valve & replaced the valve. Two days later we went down in our basement & part of the area was all wet again. We found out that the service person had not plucked in a electrical cord needed for the water heater, this was the reason for the new leaks, we assumed.. We called ****** ******* & they had the service person bring in a fan, to try the carpet and floor. I assumed they would have sent in a professional fan, but just brought a floor model, anyone can purchase. We went down a few days later & it was dry again. So we CANCELLED the service with HomeServe, becasue we asumed the leak had been taken care of. A few days later we went down to the basement & it was still leaking. We had a plastic holder on the bottom of the heater, which caught most of the water this time. We called or son-in-law back over & he said there was a leak in the bottom of the heater & it could not be repaired. It would need to be replaced. We phoned HomeServe & they said they could not do anything about it, because we had cancelled the contract. We argued & said when the inital problem was found, we were still under contract. After not giving up, they said they would forward the complaint higher up & get back to us. About 2-3 days later I got a call from Tania @ XXX-XXX-XXXX, who said she understood what we were saying & get with her Supervisor & get back to us. She called a few days later, to say she was still workin on it & that she had to get with the **************** to see what they had to say. Approx 2 days later she called to say they spoke to Munier & could not do anything about it. This is crazy!

Desired Settlement: DesiredSettlementID: Replacement I would like for them to pay for a new hot water heater.... When we initally called with the problem, we did have their service. We thought the problem had been taken care of, cancelled the contract, then had more problems because it wasnt taken care of correctly the first time. I called Munier this morning & they said there is nothing they can do about it. I feel like I have totally been taken advantage of by a large busines...

Business Response: Business Response /* (1000, 5, 2013/08/12) */ Thank you for bringing Ms. *******'s concerns to our attention. We regret to learn that Ms. ******* expressed dissatisfaction with her water heater repair. According to our records, Ms. *******'s water heater was serviced by a HomeServe network contractor, for repair of a leak on 6/21/2013. At the time of service, the contractor reported that the drain pan was full with water, and that the leak had been repaired. On 6/24/2013, Ms. ******* called HomeServe to cancel the water heater contract, stating that she no longer wanted the coverage. On 7/18/2013, Ms. ******* called our call center and requested that HomeServe pay $300 toward a replacement water heater, based on her previous contract with HomeServe. She was advised that due to the fact her contract was cancelled, we were unable to honor any benefits of the contract. After further review of the claim, we noted some missed opportunities by the contractor during the diagnosis of the water heater's condition, which were not reported to us at the time of service. We contacted Ms. ******* and offered to send a different contractor to her home to re-assess the condition of the water heater. Ms. ******* informed us she had replaced the water heater, and we requested she forward the invoice to us for review and possible reimbursement. Following our review, we agreed to reimburse Ms. ******* the total invoice amount of $335, as a goodwill gesture, and for the missed opportunity to provide the level of service expected of our contractors. We have since addressed this matter with the contractor, and believe it to be an isolated issue. Ms. ******* is satisfied with the resolution of the matter. We trust that this response provides clarity. Thank you for allowing us the opportunity to respond. Consumer Response /* (-5, 11, 2013/08/15) */ I did receive the reimbursement check today. thank you so much for your help...

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/15/2013 Advertising/Sales Issues
8/9/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In my opinion this company uses a DECEPTIVE SALES STRATEGY; sending a "junk mail" that is designed to make the recipient think that they are important documents relating to one's mortgage, refi, etc. It is often very ambiguous who the mail is from as the company fails to print their name on the document, rather they print the name of the bank associated with ones home mortgage, which seems disingenuous at best. In my opinion, it is purposely deceptive, hoping to trick people into signing up for insurance they may not need. Those people who are going through, or recently finished, the mortgage or refi process and are, at the time, in the habit of signing and returning documents that they, quite frankly, don't fully understand. In short, instead of offering a sound and quality service or product that may be useful to their perspective consumers, it seems they'd rather just try to fool everybody into accidentally signing up. To me, this is sleazy and dishonest, and the fact that they don't even print the company's name on their own mailing tells me they agree.

Desired Settlement: DesiredSettlementID: Not applicable This is a common practice, unfortunately, but apparently it isn't technically illegal. All the same, I don't know who else I should complain to and I am sick of having deceptive mail sent to my home. I would like these mailings to cease, at least.

Business Response: Business Response /* (1000, 12, 2013/07/26) */ Thank you for bringing Mr. ******'s concerns to our attention. Mr. ******'s statement that our mailings are deceptively intended to appear as though they are from a bank associated with his home mortgage is wholly without merit. The mailing about which Mr. ****** has voiced concern was sent by HomeServe Emergency Insurance Solutions ("HEIS"), a HomeServe USA Corp. ("HomeServe") company, in partnership with Southern California Gas Company ("SoCalGas"). Like many energy utilities, SoCalGas has partnered with HomeServe to provide an optional protection program to the homeowners they serve. HomeServe currently has over 35 such partnership arrangements with utilities across the country, covering over 22 million households. HomeServe periodically joins with its utility partners to send mailers to residential addresses to inform homeowners of optional home emergency insurance plans available in their areas that have been an enormous help for tens of thousands of homeowners. Mr. ****** received one of these mailings. HomeServe did not, and never has, referenced a banking institution or mortgage company in our mailers, as Mr. ****** alleges. It is difficult to understand why Mr. ****** has voiced this concern, given that the mailer in question never even mentions a bank or mortgage lender. HomeServe does go to great lengths to clarify its relationship to the utility party with which it has partnered - in this case, SoCalGas. Thus, the mailer sent to Mr. ****** included a cover letter from SoCalGas explaining its relationship to HomeServe. That letter included the statement, "HEIS is not the same company as Southern ********** Gas Company." (Emphasis added.) Likewise, the offer and acceptance form makes clear that the solicitation is from HEIS, not SoCalGas. Thus, for example, the mailer is signed by "Neil Grant, Vice President of Home Emergency Solutions." The mailer further states, "You are not required to purchase products from HEIS." This statement appears in italics for added emphasis. Lastly, when signing to authorize service using the enclosed acceptance form, the customer affirms as follows: "YES, please sign me up for Interior Gas Line Repair Insurance administered by HEIS." (Emphasis added.) In short, there is nothing in HomeServe's mailings that would suggest that they are being sent by a bank or mortgage lender, as Mr. ****** asserts. Furthermore, the mailings explain the relationship between HomeServe and the local utility, and make very clear that HomeServe is a separate entity from that utility. Of course, HomeServe encourages homeowners who receive our mailings to read the information carefully and consider the benefits before purchasing coverage. We provide a toll-free number for questions. Homeowners who purchase coverage also have 30 days to review the plan to decide if it is right for them. If they choose to cancel within that time, or if they have duplicate coverage provided by others, they can get a full refund. On June 24, 2013, we removed Mr. ******'s address at 3315 West 186th Street, Torrance, CA XXXXX, from our mailing lists. Our mailing lists are prepared in advance, and it may take up to 30 days for the information to be completely removed from our lists. As a result, Mr. ****** might have received one more mailing after the one that prompted his inquiry to the BBB. We trust this satisfactorily addresses Mr. ******'s concerns. Thank you for allowing us the opportunity to respond.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: after numerous visit, the employees are unable to resolve issue. they frequently send employees that do not want to make decisions and do not bring the proper tools to resolve the issues.Sunday the motor went and the employee ****** did not have the proper tools to fix the air conditioner unit.he called around and stated that no one was around. Sunday July 14 begins the heat wave and the temperature in the house is 85 degrees, after calling in to customer service they refused to allow me to speak to a supervisor.****** stated that someone would come tomorrow morning per the dispatcher *******. today July 15 I call in and no one will be here until up to 6pm this is unacceptable and no one seems to be able to do anything about it.I have dogs and health issues that makes it unbearable national grid needs to cut all ties with this company

Desired Settlement: DesiredSettlementID: No settlement requested - for there is nothing that can make up for the dishonestly that this company continues to do , to its customerslack of professionalism, experience in the worker

Business Response: Business Response /* (1000, 5, 2013/07/30) */ Thank you for bringing Ms. ********'s concerns to our attention. Our records show that Ms. ******** called to report her air conditioner was not working on 6/20/2013. We dispatched a technician to her home on 6/21/13. The technician cleaned the condenser coil, changed the filter, and documented that the AC was in proper working order. On 6/22/2013, Ms. ******** called and stated that her house had not cooled down since the service visit. We dispatched another technician the next day, 6/23, who found that the unit had been running with the wrong type of refrigerant for some time prior to the 6/21 service call. A technician returned on 6/24 and the issue was resolved. The tech repaired a leak, drained the old refrigerant, and added the required amount of correct refrigerant to the unit. Since this service was not covered under the contract, Ms. ******** agreed to pay for the service at that time. Ms. ******** contacted us again on 7/9/2013, and stated that the repaired unit was not cooling properly. Her appointment was scheduled for 7/12, and upon arrival the technician advised the unit should be replaced. Ms ******** requested a second opinion, so the appointment was moved to 7/15. She then contacted us on 7/14 and requested an appointment sooner than the originally requested 7/15 scheduled appointment. We dispatched a technician that same day, and he ordered a part, and noted that the returning technician be sent with a special tool for installation. The ordered part was installed the next day 7/15, but the AC was still not cooling properly. The technician felt the unit might need to be replaced, and scheduled a service call to return to the home on 7/17, to determine if the unit was able to cool the house properly after being allowed to run for two days. Upon return on 7/17, the technician found the unit was working too hard and not cooling enough. At that time the technician recommended that the unit be replaced. In response to Ms. ********'s concern regarding scheduling, we have no record of her appointment being scheduled for a morning time frame. We apologize if this was not communicated properly or scheduled at the incorrect time. Ms. ******** also stated that she was denied access to a supervisor when she called on 7/14. This is incorrect. Had Ms. ******** requested to speak to our agent's supervisor, she would have been able to do so. We reviewed the recorded call and found that she requested to speak to someone who could track down the specialized tool to install her part that day, not a supervisor. The agent she spoke with advised her that the call center was unable to track down tools and that the technician, who was currently at the customer's home at the time of the call, would be the person who would need to fulfill that request. We contacted Ms. ******** on 7/18/2013 to discuss her concerns. Ms. ******** was appreciative of our call, and seemed more concerned that she had just paid for new refrigerant, and now must pay for a new condenser. Although Ms. ********'s charges for refrigerant are valid, we have agreed to extend a discount in the amount of $400.00 on the new condenser as a gesture of good will. We spoke to Ms. ******** on 7/26 and offered the discount. Ms. ******** appreciated the offer, but did not accept, as she desired a larger discount. Ms. ******** is welcome to contact us if she chooses to accept our offer. We trust this response resolves the matter. Thank you for allowing us the opportunity to respond.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/1/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I feel this company attempts to prey on the elderly and uninformed by using an "official" looking document to solicit business. Home Serve, by using a logo containing the state of Arizona, and a two-part form calling for action to protect water service lines, has misrepresented themselves as an official service of the water company. While it states in fine print that they are not affiliated with the utility company, most elderly people would not see that statement. This type of advertising is clearly predatory.

Desired Settlement: cease this type of advertising.

Business Response: Business Response /* (1000, 5, 2013/07/22) */ Thank you for bringing Ms. *******'s concerns to our attention. Utilizing direct marketing methodologies, HomeServe periodically sends mailers to residential addresses to inform homeowners of optional home service contracts available in their area. We obtain publicly available information for our mailings through third party vendors, as do numerous companies. Please be advised that in no event does HomeServe target recipients of these mailers on an age basis. The mailers are not intended to alarm potential customers, but to inform them about services that have been an enormous help for tens of thousands of homeowners. HomeServe currently services over 1 million customers across the country; ninety-six percent of customers surveyed after using our repair services would recommend HomeServe USA to friends and family. More information, including customer testimonials, can be found on our website at www.homeserveusa.com. We encourage all homeowners who receive our mailings to read the information carefully and consider the benefits before purchasing our coverage, and we provide a toll-free number for homeowners to call if they have questions about the offer. Homeowners who do purchase the coverage also have 30 days to review the plan to decide if it is right for them. If they choose to cancel within that time frame, or if they have duplicate coverage provided by others, they can get a full refund. HomeServe never attempts to present itself as a utility or government. Our mailers state explicitly that HomeServe is "an independent company separate from your local utility or community." This disclaimer appears in our mailings in italics, adding emphasis. We also include the word "optional" in our mailings, not just once but 3 times. We do not believe that any consumer who reads our solicitation can reasonably claim to believe that the mailing is from either a local utility or a government entity. We are sorry to learn that the mailing may have caused Ms. ******* any inconvenience. We have removed her address from our mailing lists. While this request was immediately addressed, it may take up to 30 days for the information to be completely removed from all mailing files, so it is possible Ms. ******* may receive one more mailing. Thank you for allowing us the opportunity to respond.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/29/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have received a solicitation to respond by July 23,2013 for coverage of water line repair service that says they are an approved City of Houston pre-screened emergency-repair provider. I cannot find on the City of Houston's website anywhere where they are mentioned at all. In italics they say "Pre-screened and approved does not constitute an endorsement", however, there will be some people that will not understand that this could be fraud. They are trying to collect either $4.99 per month, $14.97 per quarter, or $59.88 per year. My problem is that they are insinuating that they are associated with the City of Houston and I cannot find that they are. Also, the envelope that they mailed it in states they are "A City of Houston Registered Private Repair Management Company" and inside states that "The City of Houston wants its water customers to be aware of their water service line responsibility". They are making a distinct connection between their company and The City of Houston and seem to be speaking for The City of Houston.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I just think their moded of advertising needs to be stopped if they are not connected with The City of Houston.

Business Response: Business Response /* (1000, 8, 2013/07/17) */ Thank you for bringing Mr. ******'s concerns to our attention. HomeServe is part of an emerging service industry that allows homeowners to purchase protection against breaks in their water or sewer service lines. Responsibility for repairing these lines typically rests with the homeowner, not with the local utility or government, and homeowners insurance typically does not cover the costs of repairing or replacing a broken service line. HomeServe offers a low-cost program to cover such costs. We currently service over 1.3 million customers across the country and have a 97% satisfaction rating among customers surveyed after using our repair services. More information, including customer testimonials can be found on our website at www.homeserveusa.com. HomeServe is, in fact, a City of Houston Registered Private Utility Repair Service. The City set out specific criteria for becoming a registered provider, all of which HomeServe meets. HomeServe does not present itself as a utility. Our mailers state explicitly that HomeServe is "an independent company separate from your local utility or community." This disclosure appears on the front page of the mailing in italics, adding emphasis. In addition, the mailings to Houston homeowners contained the following message from the city: "Enclosed is information regarding water line repair service from HomeServe, an approved City of Houston pre-screened emergency-repair provider. Pre-screened and approved does not constitute an endorsement. It is the homeowner's decision to pursue this optional plan." Most importantly, the City of Houston reviewed and approved these mailers before they were sent. More information regarding the program the city's involvement can be found in The Houston Advocate at: http://blog.chron.com/advocate/2013/06/plumbing-problem-it-might-have-been-cheaper-to-fix-with-water-sewer-line-insurance/. We encourage all homeowners who receive our mailings to read the information carefully and consider the benefits before purchasing coverage. A toll free number is provided for those who may have additional questions. In addition, Homeowners who do purchase the coverage have 30 days to review the plan to decide if it is right for them. If they choose to cancel within that time frame, or if they have duplicate coverage provided by others, they are entitled to a full refund. As a courtesy, we have removed Mr. ******'s address from our mailing lists. Our mailing lists are prepared in advance, so it is possible that Mr. ****** may receive one more mailing. We trust this response addresses Mr. ******'s concerns. Thank you for allowing us the opportunity to respond.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/26/2013 Problems with Product/Service
7/26/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have now gotten three bills from HomeServe saying my CONTRACT is about to expire and I have to pay $59.88 right away or my service with them will expire. I have no service with them. I do not have a contract with them. This is a ruse to get people with memory problems (older folks) to just mail a check. It says my payment is now DUE and it calls it a renewal payment. This is false and they know it. They list their address in Lancaster PA. I am in Eugene OR. They list their phone number as 1-877-444-7737. THEY NEED TO BE STOPPED from duping money out of folks.Thanks for listening.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I just want to see them put out of "business" I want people to be able to come in here and see they are not legitimate. I'd like the BBB to contact them and say cease and desist.

Business Response: Consumer Response /* (-101, 9, 2013/07/26) */ From: ******** (mailto:********@aol.com) Sent: Friday, July 26, XXXX X:XX PM To: ***************@bureaudata.com Subject: Re: BBB Complaint Case#84120864(Ref#XX-XXXXXXXX-XXXXXXXX-X-XXX) Yes and thanks they did call. They claim that I did indeed send them a check for their service over a year ago. I cannot find any record of that so I don't know if it's truthful. I highly doubt I'd buy a water line insurance from all the way across the country and I do not see the check. If I had sent them a check then they would have good reason to keep sending me renewal notices and if not they are fraudulent. I'd keep the information on file and see if you get more complaints. It appears to be a scam. Thank you for your time, ***** **** Consumer Response /* (-5, 13, 2013/07/29) */ From: ******** Sent: Friday, July 26, XXXX X:XX PM To: ***************@bureaudata.com Subject: Re: BBB Complaint Case#84120864(Ref#XX-XXXXXXXX-XXXXXXXX-X-XXX) Yes and thanks they did call. They claim that I did indeed send them a check for their service over a year ago. I cannot find any record of that so I don't know if it's truthful. I highly doubt I'd buy a water line insurance from all the way across the country and I do not see the check. If I had sent them a check then they would have good reason to keep sending me renewal notices and if not they are fraudulent. I'd keep the information on file and see if you get more complaints. It appears to be a scam. Thank you for your time, ***** ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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, ******* ******** of ******* 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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/15/2013 Problems with Product/Service
7/11/2013 Problems with Product/Service
6/26/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am not sure if this is an advertising issue or not. My address recieved a notice to another household member that is not the owner of the property. Asking to give credit card information in return for insurance on the water service line. The address provided is not one of your offices listed here. They gave a website homeservecoverage.com and a toll-free number 1-877-444-7750 to call. I am leery of doing either which is why I came to the Better Business Bureau. If this is a legitimate offer from your company you should have the correct owner of the property as recorded on the deed. If it is not you should know that someone is using your name to defraud people.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like verification that this is not a scam. Thank you. If I do not here from you within a week I will bring this matter to the Attorney General's office and local police. Thank you for the prompt attention to this matter.

Business Response: Business Response /* (1000, 11, 2013/06/14) */ Thank you for bringing this matter to our attention. We regret to learn of any dissatisfaction expressed by Ms. *******. As you know, utilizing standard direct-marketing methodologies, HomeServe USA Corp. ("HomeServe") periodically sends mailers to residential addresses to inform homeowners of optional home service contracts available in their area. These mailers are intended to provide information about services that have been an enormous help for tens of thousands of homeowners. We encourage homeowners who receive our mailings to read the information carefully, and consider the benefits before purchasing coverage. A toll free number is provided for those who may have additional questions, or require more information. Please be assured that if a customer finds that they have similar coverage, they can contact HomeServe to receive a refund of the service agreement fee, less any claims paid. HomeServe currently services over 1.3 million customers across the country; ninety-six percent of customers surveyed after using our repair services would recommend HomeServe USA to friends and family. More information, including customer testimonials, can be found on our website at www.homeserveusa.com. We regret that the name of the homeowner may have been incorrect on the mailing. We obtain publically available information for our mailings through 3rd party vendors, as do numerous companies. Please be assured that we have added the address to our do not mail file. Our mailing lists are prepared a few weeks in advance, so it is possible one more mailing may be received. We trust this explanation satisfactorily addresses Ms. *******'s concerns. Thank you for allowing us the opportunity to respond.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/25/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The solicitation is misleading, giving the appearance that it is official. The solicitation is misleading, giving the appearance that it is from a government agency and requires action. There was no address on the solicitation paperwork. The self addressed, postage paid envelope had an address of: P.O. Box XXXXX, Salem, Oregon XXXXX-XXXX.

Desired Settlement: We do not wish to receive a settlement, but believe they should be fined for false and misleading advertising practices. If you can direct us to the appropriate government agency for a complaint we will follow through.

Business Response: Business Response /* (1000, 5, 2013/06/14) */ Thank you for bringing Mr. *********'s concerns to our attention. Utilizing standard direct-marketing methodologies, HomeServe periodically sends mailers to residential addresses to inform homeowners of home service contracts available in their area. These mailers are not intended to alarm homeowners, but to inform them of services that have been an enormous help for tens of thousands of homeowners. HomeServe services over 1.3 million customers nationwide; 96% of customers surveyed after using our repair services would recommend HomeServe to friends and family. We are currently rated "A-" by the CT BBB. More information, including customer testimonials, can be found on our website at www.homeserveusa.com. We are part of an emerging service industry that allows homeowners to purchase protection against breaks in their water or sewer service lines. Responsibility for repairing these lines typically rests with the homeowner, not with the local utility or government, and homeowners insurance typically does not cover the costs of repairing or replacing a broken service line. HomeServe offers a low-cost program to cover such costs. We encourage homeowners who receive our mailings to read the information carefully, and consider the benefits before purchasing coverage. A toll free number is provided for those who may have additional questions. Please be assured that if a customer finds that they have similar coverage, they can contact HomeServe to receive a refund of the service agreement fee, less any claims paid. HomeServe never attempts to present itself as a utility or government. Our mailers state explicitly that HomeServe is "an independent company separate from your local utility or community." This disclaimer appears in our mailings in italics, adding emphasis. Mr. ********* states there is only a PO Box address provided on the letter he received. However, as stated, the materials also provide a toll-free number for interested consumers to communicate with the company directly, and obtain any further desired information. We have added Mr. *********'s address to our do not mail file. Our mailing lists are prepared a few weeks in advance, so it is possible he may receive one more mailing. We regret any confusion this mailer may have caused, and trust that this response provides clarity. Thank you for allowing us the opportunity to respond.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/25/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My elderly parents live on my property. This company I feel is targeting them. They somehow have my brother's name and then their address, so Mail is coming as Mr. Richard ** ********** *** ******** St. ********* ** XXXXX. They sent something that looks like a bill, asking for credit card info for easy pay, and having them sign for Water Service Repair with a ez payment of 5.34 per month. Number one, its a well, there is no water service, but my mother at 85 was confused, two it says it must be returned by 6/17/13 and looks like its from the government. And three they are preying on elderly people and then would run with this credit card number. I can only think they got my brother's name from facebook or some financial info connected to my parents, he has no mail coming to this address, and lives in northern NY.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Shut them down, its wrong. I hope they haven't sold the mailing address to others. We want off their list permanently.

Business Response: Business Response /* (1000, 11, 2013/06/14) */ Thank you for bringing Ms. ******'s concerns to our attention. Utilizing standard direct-marketing methodologies, HomeServe periodically sends mailers to residential addresses to inform homeowners of home service contracts available in their area. Please be advised that in no event does HomeServe target recipients of these mailers on an age basis. The mailers are not intended to alarm homeowners, but to inform them of services that have been an enormous help for tens of thousands of homeowners. HomeServe services over 1.3 million customers nationwide; 96% of customers surveyed after using our repair services would recommend HomeServe to friends and family. We are currently rated "A-" by the CT BBB. More information, including customer testimonials, can be found on our website at www.homeserveusa.com. HomeServe is part of an emerging service industry that allows homeowners to purchase protection against breaks in their water or sewer service lines. Responsibility for repairing these lines typically rests with the homeowner, not with the local utility or government, and homeowners insurance typically does not cover the costs of repairing or replacing a broken service line. HomeServe offers a low-cost program to cover such costs. We encourage homeowners who receive our mailings to read the information carefully, and consider the benefits before purchasing coverage. A toll free number is provided for those who may have additional questions. Please be assured that if a customer finds that they have similar coverage, they can contact HomeServe to receive a refund of the service agreement fee, less any claims paid. HomeServe never attempts to present itself as a utility or government. Our mailers state explicitly that HomeServe is "an independent company separate from your local utility or community." This disclaimer appears in our mailings in italics, adding emphasis. We also include the word "optional" in our mailings, not just once but 3 times. We regret that *** ************ name was included in the mailing. We obtain publically available information for our mailings through 3rd party vendors, as do numerous companies. Please be assured that we have added the address to our do not mail file. Our mailing lists are prepared in advance, so it is possible that one more mailing may be received. We trust this response provides clarity. Thank you for allowing us the opportunity to respond.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Homeserve is absolutely an abominable company & should lose their licenses. I do not have time now to relate an experience I had this winter concerning emergency heating at the **** address but perhaps I will follow up later on with that incident which caused untold discomfort and illness to my tenants at that address due to Homeserve's imbecility & incompetence. Instead I will just relate today's history.I had an appointment today (May 22, 2013) for a central a/c unit tuneup at an adjacent address ***** ***** ***** ******* *** ********* ** XXXXX), an appointment that was set up back in March for between 8:00 a.m. today and 12:00 p.m. The serviceman called me at about 11:30 - 11:40 a.m. to say he was on his way and would be here shortly. I told him I was home and waiting for the service call.Shortly afterwards 3 calls came in to my cell phone from a Florida location, with no ID name. I mostly don't pick up unidentified calls (certainly not out-of-state). Approximately one hour later I listened to messages & heard one from Homeserve corporate headquarters in Florida stating that the serviceman couldn't find my home and so left. I had forgotten to mention to him that the numbers on 2 houses are not consecutive and he should just look for the next house. He was obviously too lazy to get out of the car to ask someone where 1161 was and left. I have lived in this house 25 years and NEVER had anyone leave without finding the house which is just one more house over.I have no time or space to tell you about the 4 subsequent phone calls I have made today to Homeserve's NONrepair line only to be put on hold or disconnected or transferred to the wrong department or told I had NO account. I finally was able to reach someone who rescheduled me for JULY 8. This is not satisfactory considering this was all their fault & I arranged everything properly.This company should really be shut down as their service is ATROCIOUS!! I will follow up this complaint with the story from last winter which was unbelievable.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I realize this won't happen but this company really stinks and should be closed or least have some competition. Come to think of it, why don't they? do they have some kind of monopoly? Why hasn't anyone else gone into this business?

Business Response: Business Response /* (1000, 5, 2013/06/07) */ Thank you for bringing Ms. *******'s concerns to our attention. Customer satisfaction is very important to HomeServe, and we strive to promptly resolve any issues that arise. HomeServe currently services over 1.3 million customers across the country; ninety-six percent of customers surveyed after using our repair services would recommend HomeServe USA to friends and family. More information, including customer testimonials, can be found on our website at www.homeserveusa.com. Our records indicate Ms. ******* was scheduled for an air conditioning tune-up on 5/22/13. Unfortunately, as Ms. ******* stated, our technician was unable to locate the home and our attempts to contact her at that time were unsuccessful. Ms. ******* called back to reschedule, and was provided with a date of 7/8/13, due to a high number of service calls. We regret any inconvenience Ms. ******* experienced. Upon receipt of this complaint, we contacted Ms. ******* on 5/29/13, and her tune-up was scheduled and completed the following day. We advised her we would promptly address her customer service concerns internally, as well as research and address her concerns regarding her service last winter. Ms. ******* was satisfied with the resolution, and, as a valued customer, we look forward to serving her in the future. Thank you for giving us the opportunity to address Ms. *******'s concerns.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had 3 contracts with HomeServe and on April XX XXXX I called and spoke with a customer service rep by the name of *****. I requested my contracts to be canceled as I had lost my job and had a family emergency that required me to leave town on Tuesday the 23rd of April. I was told they would be canceled and no more automatic withdraws would occur on my checking account. As of March 24th there were 3 charges 2 for 9.99 and one for 6.24 charged to my account. To make a long story short I made a request for a refund and the first person said they would send up for the refunds to be returned to my account. I received one refund for 9.99 but are due 9.99 and 6.24 for a total of $16.23. Called again and was told no and given to a supervisor. After the same research as was done before I was told no. I will be contacting all states where they (HomeServe USA Repair Management Corp)do business as well as I will be contacting my local Water Department to apprise them of the situation and request they remove HomeServe as their warranty carrier. Regards,**** *****

Desired Settlement: DesiredSettlementID: Refund Refund of $16.23

Business Response: Consumer Response /* (-101, 5, 2013/06/05) */ From: **** ***** (mailto:******@bkiltz.com) Sent: Tuesday, June 04, XXXX X:XX PM To: Better Business Bureau (Do Not Reply To This Email Address) Subject: Re: BBB Complaint Case#84119264(Ref#XX-XXXXXXXX-XXXXXXXX-X-XXX) In regards to the complaint id# XXXXXXXX I am currently awaiting a refund and will contact you to let you know the issue has been resolved. Thank you, **** ***** Business Response /* (1000, 6, 2013/06/13) */ Thank you for bringing Ms. *****'s concerns to our attention. Our records do not indicate any contact from Ms. ***** in April, requesting cancellation of her plans. However, based on our agent's discussion with Ms. ***** when she contacted us on May 23, we agreed to send her the refunds she requested. Unfortunately, two of the refunds were not processed due to an internal error. Prior to receiving this complaint, we had reached out to Ms. ***** on May 30, to address the issue of the unprocessed refunds. At that time, we promptly reissued the remaining refunds. We spoke with Ms. ***** on May 31. Ms. ***** confirmed she had received all refunds, and was satisfied with the resolution. We trust this response resolves the matter. Thank you for allowing us the opportunity to address Ms. *****'s concerns.

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/4/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My wife paid $59.00 for maintenance and repair of water service line for the year. Sent a check. The company made an electronic check conversion to my account at ****** The company then sent me a bill for the service which was already paid. I called the company and they said they never received my payment when they already did an electronic charge to my bank account. Product_Or_Service: Water/sewer line repair coverage

Desired Settlement: DesiredSettlementID: Refund I no longer wish to do business with this company and would like my payment returned.

Business Response: Business Response /* (1000, 5, 2013/05/14) */ Thank you for bringing Mr. *********** concerns to our attention. Upon receipt of this complaint we researched our records, and have no record that Mr. ******** was ever enrolled in a HomeServe coverage plan. We also searched our records by address, and again, have no record of any HomeServe coverage plan at the address Mr. ******** listed in his complaint. We further have no record of a payment received by Mr. ********* As a result, we are unable to issue a refund. We have attempted to reach Mr. ********* and have left voice mail messages advising that we have no record showing he is enrolled in any HomeServe plan, and have no record showing receipt of a payment from either him or Mrs. ********* Unfortunately, Mr. ******** has not responded to our messages. We are certainly willing to discuss this matter further with Mr. ********* He is welcome to contact our office at X-XXX-XXX-XXXX at his convenience. We trust that this response will satisfy Mr. *********** concerns. Consumer Response /* (3000, 7, 2013/05/16) */ (The consumer indicated he/she DID NOT ACCEPT the response from the business.) I returned the company's voice mail two times. I also called today to discuss the matter with them. After 15 minutes waiting I was disconnected. The complaint is a before. The company converted my check electronically and debited my account. They then said I never paid for the service. Business Response /* (4000, 9, 2013/06/03) */ Thank you for bringing Mr. ********'s concerns to our attention. Since submitting our original response we have had successful communication with Mr. ********. We explained our records do not show any coverage for him or his home. We offered to Mr. ******** the possibility he may have sent his payment and request for enrollment to a non-affiliated company that offers services similar to HomeServe. Mr. ******** stated he will check the paid to on his check and verify where it was sent. Mr. ******** expressed appreciation for our efforts and advised he will research on his own. We trust this has brought satisfaction to our customer.

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

5/21/2013 Problems with Product/Service
5/17/2013 Problems with Product/Service
5/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was told that my pipes in my home was not up to code therefore they could not stop the leakage. The initial contract never mention up to code. I feel that Home Serve should have found the leak and fixed it no matter what. They fixed other leaks and did not mention pipes not being up to code. My problem has exist since January and I am about to have a mold problem and now I am being told that pipes are not up to code

Desired Settlement: llllll

Business Response: Business Response /* (1000, 8, 2013/05/08) */ Thank you for bringing Ms. ******' concerns to our attention. Our records show that Ms. ****** is enrolled in our optional Internal Plumbing & Drainage coverage for the period of 06/13/2012 to 6/12/2013. On 12/18/2012, Ms. ****** called to report a plumbing leak that was damaging a hallway ceiling in her home. We dispatched plumbers that same day, and they discovered a leaking pipe in the attic. The plumbers were promptly authorized, and proceeded to make all necessary repairs. On 02/28/2013, Ms. ****** again contacted HomeServe to report a plumbing leak near a Jacuzzi tub in her home. We dispatched plumbers, who confirmed the tub drain was leaking. All necessary repairs were completed on 3/04/2013. On 04/02/2013, Ms. ****** again called for service for another leaking pipe in her home. According to the terms and conditions of her optional Internal Plumbing and Drainage coverage, Ms. ****** is entitled to two service calls per 12-month contract term. Although she had already reached her two service calls limit on prior repair calls (12/18/2012 and 02/28/2013), HomeServe dispatched plumbers to her home to diagnose the leak, and to re-attend any previously repaired section of pipe, in the event there was a repair failure. Once onsite, our plumbers discovered that the previous repairs remained intact, but confirmed there was a plumbing leak in another area of Ms. ****** home, unrelated to the two prior repairs. In addition to this leaking pipe, the plumbers also recommended code upgrades to some sections of the internal plumbing, due to its construction and overall condition. HomeServe representatives advised Ms. ****** of the plumber's findings, and reminded her of the two service calls limit per 12-month contract term. In response to this notice, we contacted Ms. ****** on 4/22/2013 to address her concerns. After further review of her situation, as a gesture of goodwill, we offered to provide our plumbing contractor to make the repairs to the internal plumbing leak discovered on 04/02/2013. We advised Ms. ****** that, although we would cover the current repairs, any code upgrades to other portions of the plumbing she may decide to have done would not be covered. Ms. ****** accepted our goodwill offer, and stated that she was satisfied with our resolution. We trust this matter has been resolved to Ms. ****** satisfaction.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/3/2013 Problems with Product/Service
5/2/2013 Billing/Collection Issues
5/1/2013 Problems with Product/Service
5/1/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have called Homeserv numerous times in an effort to have my name removed from their mailing lists.I get mailings regarding interior gas line coverage and water pipe coverage. I have called to no avail.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Demand that my name be removed from all mailing lists.

Business Response: Business Response /* (1000, 5, 2013/04/24) */ We are sorry to learn of the dissatisfaction expressed by Ms. ******. HomeServe periodically sends mailers to residential addresses to inform homeowners of optional home service contracts available in their area. The mailers are intended to provide information about services that have been an enormous help to tens of thousands of homeowners. We currently service over 1.3 million customers in the US; 96% of customers surveyed after using our services would recommend HomeServe to friends and family. More information, including customer testimonials, can be found on our website at www.************.com. We are part of an emerging service industry that allows homeowners to purchase protection against breaks in their water or sewer service lines. The development of this new industry is, in part, the result of deteriorating infrastructure in the US, where breaks in homeowner water or sewage service lines are a common a daily occurrence. Responsibility for repairing these lines typically rests with the homeowner, not with the local utility or government, and homeowners insurance typically does not cover the costs of repairing or replacing a broken service line. We offer an optional, low-cost program to cover such costs. Our records show that on 1/26/2013, Ms. ****** called our customer service department and requested she be removed from our mailing list. Regrettably, Ms. ******' request was not processed properly, and Ms. ****** remained on our list. We contacted Ms. ****** and apologized for any inconvenience this may have caused. As a courtesy, we offered Ms. ****** a discount of $36.00 upon the renewal of her current contract. Ms. ****** was satisfied with our resolution, and accepted our goodwill offer. Please be assured we have complied with Ms. ******' request and have removed her address, *****************************, NY XXXXX, from our mailing lists effective 4/11/2013. Going forward, Ms. ****** will only receive correspondence regarding the Water Service Line home service contract she is enrolled in with HomeServe. Please note that while this request was immediately processed, it may take up to 30 days for the information to be completely removed from all mailing lists. Thank you for bringing this matter to our attention and allowing us the opportunity to respond. Consumer Response /* (3000, 7, 2013/04/26) */ (The consumer indicated he/she DID NOT ACCEPT the response from the business.) I do not have a Water Service Line contract with this company

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/29/2013 Problems with Product/Service
4/22/2013 Problems with Product/Service
4/11/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Annual premium paid in December 2012 Received another policy solicitation in March 2013. What did they do with the $59.88 they cashed in December? Annual premium paid in December 2012 Received another policy solicitation in March 2013. What did they do with the $59.88 they cashed in December?

Desired Settlement: None. If they can't keep track of premium payments made, we won't renew.

Business Response: Business Response /* (1000, 5, 2013/04/02) */ Thank you for bringing ********************* concerns to our attention. Our records show that on 12/14/2012, we received and processed Mr. ******'s enrollment check for our Water Service Line plan, in the amount of $59.88. The Water Service Line plan covers the external water line from the boundary of the homeowner's property to the point of entry into the home. In February 2013, a mailing was sent to Mr. ****** offering enrollment in our optional Sewer/Septic Line plan for $8.99 per month. The Sewer/Septic line plan covers the line that takes the waste water away from the home, from the foundation of the home up to the property boundary, or up to the septic tank. The coverage plan Mr. ****** is currently enrolled in, is different from the plan offered in the February 2013 mailing he received. We regret this mailing may have caused Mr. ****** some confusion. If Mr. ****** prefers to receive no additional mailings, we ****** be happy to remove him from our internal mailing list upon notification of his preference. He may call our toll free customer service line at X-XXX-XXX-XXXX to request removal from our list. We trust this response provides clarity. Thank you for allowing us the opportunity to respond.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/8/2013 Problems with Product/Service
4/5/2013 Problems with Product/Service
4/3/2013 Problems with Product/Service
4/3/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I've been receiving letters in the mail that resemble a bill telling me I am responsible for the repair of my water line if it should require repair and how much it will cost and how I can receive coverage to protect me of said repairs. B/S. I don't want said coverage and I don't like there tactics. I want it stopped!

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want all contact from said company to stop!

Business Response: Business Response /* (1000, 5, 2013/03/19) */ Thank you for bringing Mr. Tim C. ********** concerns to our attention. As you know, utilizing standard direct-marketing methodologies, HomeServe periodically sends mailers 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 of services that have been an enormous help for tens of thousands of homeowners. HomeServe currently services over 1.2 million customers across the country; ninety-six percent of customers surveyed after using our repair services would recommend HomeServe USA to friends and family. More information, including customer testimonials, can be found on our website at www.homeserveusa.com. HomeServe is part of an emerging service industry that allows homeowners to purchase protection against breaks in their water or sewer service lines. Responsibility for repairing these lines typically rests with the homeowner, not with the local utility or government, and homeowners insurance typically does not cover the costs of repairing or replacing a broken service line. HomeServe offers a low-cost program to cover such costs. The development of this new industry is, in part, the result of deteriorating infrastructure in the US, where breaks in homeowner water or sewage service lines are a common a daily occurrence. We encourage all homeowners who receive our mailings to read the information carefully and consider the benefits before purchasing coverage. A toll free number is provided for those who may have additional questions. We are sorry to learn that the mailing may have caused Mr. ******** any frustration or inconvenience. Mr. ********** address at 2**************************************** has been removed from our mailing list. Our mailing lists are prepared a few weeks in advance, so it is possible that Mr. ******** may receive one more mailing. We trust this response provides clarity. Thank you for allowing us the opportunity to respond.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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7/30/2012 Problems with Product/Service
7/30/2012 Advertising/Sales Issues
7/23/2012 Advertising/Sales Issues
7/20/2012 Problems with Product/Service
7/19/2012 Billing/Collection Issues
7/18/2012 Guarantee/Warranty Issues
7/17/2012 Advertising/Sales Issues
7/16/2012 Problems with Product/Service
7/13/2012 Problems with Product/Service
7/12/2012 Problems with Product/Service
7/12/2012 Problems with Product/Service
7/9/2012 Problems with Product/Service
7/3/2012 Problems with Product/Service
6/29/2012 Advertising/Sales Issues
6/29/2012 Advertising/Sales Issues
6/29/2012 Advertising/Sales Issues
6/21/2012 Problems with Product/Service
6/12/2012 Billing/Collection Issues
6/11/2012 Problems with Product/Service
6/6/2012 Billing/Collection Issues
5/30/2012 Problems with Product/Service
5/29/2012 Advertising/Sales Issues
5/28/2012 Advertising/Sales Issues
5/23/2012 Problems with Product/Service
5/23/2012 Advertising/Sales Issues
5/22/2012 Billing/Collection Issues
5/18/2012 Problems with Product/Service
5/16/2012 Problems with Product/Service
5/14/2012 Problems with Product/Service
5/3/2012 Billing/Collection Issues
5/2/2012 Advertising/Sales Issues
5/2/2012 Advertising/Sales Issues
4/30/2012 Problems with Product/Service
4/23/2012 Billing/Collection Issues
4/19/2012 Billing/Collection Issues
4/10/2012 Billing/Collection Issues
4/4/2012 Advertising/Sales Issues
3/29/2012 Billing/Collection Issues
3/29/2012 Problems with Product/Service
3/29/2012 Advertising/Sales Issues
3/29/2012 Advertising/Sales Issues
3/29/2012 Advertising/Sales Issues
3/23/2012 Billing/Collection Issues
3/22/2012 Advertising/Sales Issues
3/21/2012 Billing/Collection Issues
3/21/2012 Advertising/Sales Issues
3/15/2012 Problems with Product/Service
3/15/2012 Advertising/Sales Issues
3/14/2012 Advertising/Sales Issues
3/13/2012 Problems with Product/Service
3/2/2012 Advertising/Sales Issues
3/2/2012 Advertising/Sales Issues
2/23/2012 Problems with Product/Service
2/22/2012 Billing/Collection Issues
2/17/2012 Advertising/Sales Issues
2/7/2012 Problems with Product/Service
1/23/2012 Guarantee/Warranty Issues
1/20/2012 Billing/Collection Issues
1/20/2012 Billing/Collection Issues
1/20/2012 Billing/Collection Issues
1/20/2012 Problems with Product/Service
1/20/2012 Advertising/Sales Issues
1/9/2012 Problems with Product/Service
1/5/2012 Advertising/Sales Issues
12/27/2011 Problems with Product/Service
12/27/2011 Advertising/Sales Issues
12/22/2011 Problems with Product/Service
12/20/2011 Problems with Product/Service
12/20/2011 Problems with Product/Service
12/19/2011 Problems with Product/Service
12/19/2011 Problems with Product/Service
12/14/2011 Problems with Product/Service
12/2/2011 Advertising/Sales Issues
12/2/2011 Problems with Product/Service
11/29/2011 Guarantee/Warranty Issues
11/29/2011 Guarantee/Warranty Issues
11/28/2011 Problems with Product/Service
11/23/2011 Problems with Product/Service
11/21/2011 Problems with Product/Service
11/18/2011 Problems with Product/Service
11/18/2011 Problems with Product/Service
11/7/2011 Billing/Collection Issues
9/27/2011 Advertising/Sales Issues
9/12/2011 Advertising/Sales Issues
9/12/2011 Problems with Product/Service
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