Business Profile

Water and Sewer Line Protection

HomeServe USA Corp.

Complaints

This profile includes complaints for HomeServe USA Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

960 total complaints in the last 3 years.
343 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/19/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a home service warranty with this business. I needed repairs on my gas range and my electric components in my home. Homeserve was unable to get a technician to my home in a timely manner, so I was given permission to hire my own repair person. Which was ***** for the range and ***** * ***** for the electric issues. I paid ***** $686.77 and I paid ***** * ***** $236.39. I submitted my reimbursement forms , I was informed that all of the necessary forms were received and I would be receiving my reimbursement within 7-14 business days. Each time I call their office I’m told different time frames. Today 8/19/24. I was told to wait another 14 business days. This is very upsetting. Their customer service is not very reliable. Please assist in this matter.
Business Response
Date: 08/27/2024
We are in receipt of the complaint filed by **********
****** and regret to learn of her dissatisfaction. HomeServe USA places our
customers at the heart of everything we do and considers customer satisfaction
of the utmost importance. We take customer complaints seriously and are happy
to report that the issue is resolved.

In response to this complaint, a member of HomeServe’s
Office of the President conducted a detailed investigation of the issue and, as
a result, called Ms. ****** on August 26, 2024, and advised that the
reimbursements in question had been sent out. Ms. ****** accepted this outcome.

We trust this response satisfactorily resolves Ms. ******’
concerns. We appreciate you bringing this matter to our attention and giving us
the opportunity to respond. We welcome Ms. ****** to reach out to us with any
further concerns.
Customer Answer
Date: 08/27/2024
I have spoken several times with a Christian C*******r. She has been very reliable and courteous regarding my situation. As of today I have received my 2 reimbursement payments. I am now waiting on my replacement payment due to the range being unrepairable. I don’t think I included this $500 in my complaint. So this matter for the 2 reimbursement has been resolved.
Initial Complaint
Date:08/16/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I pay $654 a year for Premier Coverage to receive repair service from Home Serve for my A/C, heating and Water heater in my home. Last Wednesday, while I was in the Hospital, my A/C broke and Home Serve came to my home on Thursday, and determined that i needed a new circuit board. They ordered the circuit board and I received a call on Monday, August 12 that the earliest they could come would be Wednesday, Aug. 14. They came on Wednesday and they had ordered the wrong circuit board. They told me that they would order the right one and would come on Thursday, August 16 to replace it. On August 16 at 10:30am ET I received a call from Home Serve and they said they could have a technician here between 12-4pm on August 16. No one showed up. When I called them to find out what time the technician was coming they said that dispatch said I didn’t have an appointment. I asked to speak to a supervisor, that this was not acceptable. They told me that I would have to wait 24 hours for a supervisor to call me. I told them this was not acceptable and they needed to put me in touch with a supervisor now. He said that someone name Stephanie would be calling me back today and would be speaking with me to rectify problem. I’m still waiting for a call.
Business Response
Date: 08/20/2024
We are in receipt of the complaint filed by ***** *********
and regret to learn of her dissatisfaction. HomeServe USA places our customers
at the heart of everything we do and considers customer satisfaction of the
utmost importance. We take customer complaints seriously and are happy to
report that the issue is resolved.

In response to this complaint, a member of HomeServe’s
Office of the President called Ms. ********* on August 16, 2024, and confirmed
that the repair had been completed. Ms. ********* had no other concerns.

We trust that this response satisfactorily resolves Ms.
*********’ concerns. We appreciate you bringing this matter to our attention
and giving us the opportunity to respond.
Initial Complaint
Date:08/15/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 07/04/2024, I filed a claim for my laptop and waited for HomeServe to call back to Troubleshoot and repair. However, I did not receive a call from Home Serve Tech Protection. I called Home Serve and told my plan was cancelled on 07/05/2024. I asked why was it cancelled but no one could explain it. My second request was to have Home Serve withdrawal payment for plans directly from my account. The representative pretended to change it so I provided my Debit Card Information in which I later changed to bank account.
I was told everything was setup and would be deducted on 08/14/2024. I monitored my checking and nothing was deducted. In my researched, I notice Home Serve was still billing my *********** *** ****. I found Home Serve had been charging me twice for each plan. Therefore, Home Serve is performing creative bookkeeping to feed their bottom line.
Business Response
Date: 08/21/2024
We are in receipt of the complaint filed by ****** ********* and regret to learn of her dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We are happy to report that the issue is resolved.
In response to this complaint, a member of HomeServe’s Office of the President conducted a detailed investigation of the issue and as a result, called *** ********* on August 20, 2024, and provided reimbursement of her Tech Protection plan benefit for her laptop, and waived the additional charges placed on her utility bill. *** ********* accepted this outcome.

We trust this response satisfactorily resolves *** *********’s concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We welcome *** ********* to reach out to us with any further concerns.
Customer Answer
Date: 08/29/2024
Homeserve does not understand the importance for this resolution. I work from home that requires I have my own computer in great working order. I reported the issue of my laptop to HomeServe on 07/04/2024 and they dropped the ball in providing the service I paid for. I’ve had to purchase another laptop in the amount of 2015.34 compared to what they are paying. Living from pay check to paycheck does not give me room to accommodate Homeserve additional time so their bookkeeping can support their bottom line.
I was told 10 business days from time I spoke to Homeserve Corporate Office. This company is very difficult to resolve issues because it is business first then the customer paying for the services. I need the payment expedite to arrive no later than 08/30/2024 by 5:00 pm CST. I have been very patient and accommodating to Homeserve breach of contract.
Business Response
Date: 09/10/2024
We are in receipt of
the complaint rejection filed by ****** ********* and regret to learn of her
continued dissatisfaction. HomeServe USA places our customers at the heart of
everything we do and considers customer satisfaction of utmost importance.

We understand that receipt
of Ms. *********’s reimbursement was delayed and not received on the expected
date of August 30, 2024. In response to this delay and complaint rejection, a
member of HomeServe’s Office of the President called Ms. ********* on September
3, 2024, offering an apology and providing a new expected delivery date. We have confirmed that the package was received
on Friday September 6, 2024.

We understand this
may not be the outcome Ms. ********* desired and apologize for the additional
delays. We appreciate you bringing this matter to our attention and giving us
the opportunity to respond. We welcome Ms. ********* to reach out to us with
any further concerns.
Customer Answer
Date: 09/10/2024

Complaint: ********

I am rejecting this response because: Homeserve caused the loss of several days of work. I filed the claim 07/04/2024 and waited for a response 2 weeks. Then the issue required a BBB complaint to get a response. In the meantime, I had to get 2 weeks clearance from my employer to use a different computer to work. Once I received I worked until the funds were available to purchase another **** computer from my 401k. Office of President made promises which I relied on to pay back my 401 k that caused a loss of interest. Although they provided a $1300.00 resolution, there are funds for the loss of my livelihood. Homeserve cost more harm than the resolution could fix.

Sincerely,

****** *********
Initial Complaint
Date:08/15/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Our main water line burst in the beginning of May. We contacted HomeServe who attempted to find plumbers to fix it and couldn't find anyone in our area. We were approved to find our own and would be reimbursed. After waiting to find plumbers, the work was finally done mid June. HomeServe then took 30 days to further "approve" our claim through pictures, paid receipts, etc. On July 15th we finally received an email stating,

Hello ,We have reviewed your Exterior Water Service Line reimbursement request and approved it in the amount of $4,650.66. Within the next 7 calendar days we will mail your reimbursement check to ******************* and it should arrive in no later than 30 calendar days. If for whatever reason you do not receive your check within 30 calendar days, please call the HomeServe 24/7 Repair Hotline at ###-###-#### and select “existing repair or claim.”

Requested Amount: $4,650.66
Approved Amount: $4,650.66

We contacted Homeserve after not receiving the reimbursement and they emailed back

Hello,

We apologize for any inconvenience this may have caused. There was a system issue on our end stopping the check from being mailed within the 7 business days. We have requested for our Finance department to send this check out by *****. Please let us know if you have not received payment by 8/26/24.

We asked for the ****** tracking number and we're only getting an email saying they are looking into it over the next 30 days When we have called the 800 number in the past either no one knows why the account is flagged a certain way and want me to call back the next day to speak to someone else or I end up waiting on the line forever. I've been approved for reimbursement, I would like the reimbursement check. We were happy with their warranty service until it came time to be reimbursed. They should have been keeping us up to date if there was an issue with the check in the first 7 days. We do have another warranty with them and had wanted to add more options.
Customer Answer
Date: 08/17/2024
Homeserve has reached out to me and they also overnighted the check for reimbursement. I would like to withdrawal the complaint at this time as it has been resolved. Thank you for your mediation and help in this issue.
Initial Complaint
Date:08/13/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In my email I just received notice that apparently I chose HomeServe for home repair coverage, when in fact I did no such thing. I didn't even know that this company existed. I am unsure of how you received any of my information, but I did not sign up for anything with HomeServe and do not wish to have an account with you or use your services. So if you could please delete the account that was somehow made using any of my information. You also stated that you sent out agreement documents, please have those returned immediately, and destroyed promptly. Thank you.
Business Response
Date: 08/16/2024
We are in receipt of the complaint filed by *** *********
and regret to learn of his dissatisfaction. HomeServe USA places our customers
at the heart of everything we do and considers customer satisfaction of utmost
importance. We take customer complaints seriously.

In response to the complaint, a member of HomeServe's Office
of the President ("OTP") conducted a detailed investigation. The OTP
representative made multiple efforts to establish communication with Mr.
*********, both through phone calls and email.

Regrettably, despite these attempts, our OTP representative
could not contact *** ********* to address his concerns. We encourage Mr.
********* to contact us at his earliest convenience to discuss the enrollment
dispute.
We appreciate you bringing this matter to our attention and
allowing us to respond.
Initial Complaint
Date:08/13/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We had our main sewer line back up into our basement on 7/19. **** **** ******** ran an auger through the line on 7/20. Sewage began backing up in our main again immediately. We called Homeserve again on 7/25 and told them this time that cameraing had to be approved. **** **** ******** confirmed the appointment on 7/26. But when I called to confirm they could not find the appointment information and they requested to reschedule for 2 days later.

Finally a tech did show up on 7/27. He found a tree root intrusion and let us know the line needed replaced. He was to contact Homeserve with this info and they would be in touch ASAP. Two days later we had heard nothing, so I called on 7/29 to be told **** **** ******** had never sent Homeserve the information.

On 7/30 I got a call from Homeserve. They asked if we would like to add an optional cleanout to the main line at an out of pocket cost. I told them no. They said that was fine and **** **** ******** would be in touch to schedule the repair. I had to call **** **** ******** on 8/1 to be told they had told Homeserve the installation of the cleanout was mandatory by code and they could not schedule the work.

When I called Homeserve they refused to take any responsibility for their miscommunication. They informed me that their policy states they exclude "Any replacement, correction, upgrade, or move of Your existing System in order to meet any code, law, regulation, ordinance, or utility directive, if not directly related to the necessary Covered Repair." And I informed them that when a cleanout is required on the line you're replacing, installing it IS "directly related to the necessary covered repair."

I requested Homeserve to refund my premium. I spoke with Beth on 8/6 who told me I wasn't entitled to any refund. I asked her to escalate the issue. When I got a call from Jill on 8/13 she wanted to discuss my complaint and told me she didn't see a reason for a refund. I told her my complaint spelled it out.
Business Response
Date: 08/20/2024
We are in receipt of the complaint filed by ***** **** and
regret to learn of her dissatisfaction. HomeServe USA places our customers at
the heart of everything we do and considers customer satisfaction of the utmost
importance. We take customer complaints seriously and are happy to report that
the issue is resolved.

In response to this complaint, a member of HomeServe’s
Office of the President conducted a detailed investigation of the issue and, as
a result, contacted Mrs. **** on August 16, 2024, and offered a refund for the
service agreement in question. Mrs. **** accepted this outcome.

We trust this response satisfactorily resolves Mrs. ******
concerns. We appreciate you bringing this matter to our attention and giving us
the opportunity to respond. We welcome Mrs. **** to reach out to us with any
further concerns.
Customer Answer
Date: 08/23/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. While I am happy to collect the requested refund for their ineptitude, I have yet to receive the refund promised by Homeserve on 8/16 - one week ago. I also want to make it clear that if Homeserve ever does refund the premium as promised, it will not make up for their lack of professionalism and complete failure as a company. They failed to provide the services that I paid the premium for in the first place, causing me a lot of undue stress, aggravation, and cost in the process. A refund of $83.88 is little consolation. I highly recommend that no one use or rely on this company.

Sincerely,

***** ****
Initial Complaint
Date:08/08/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Home Serve has been billing us for over 8 months for a service we do not receive. It appeared on our gas bill some time ago and we called to see what it was. We were eventually told that it was not even for our address but for another address. We have been asking for a refund and to cease billing us. Every month we get a new charge and still no credit.
Business Response
Date: 08/14/2024
We are in receipt of the complaint filed by ***** *******
and regret to learn of her dissatisfaction. HomeServe USA places our customers
at the heart of everything we do and considers customer satisfaction of utmost
importance. We take customer complaints seriously and are happy to report that
the issue is resolved.

In response to this complaint, a member of HomeServe’s
Office of the President conducted a detailed investigation of the issue and as
a result, called Mrs. ******* on August 13, 2024, and offered to provide a full
refund. Mrs. ******* accepted this outcome.

We trust this response satisfactorily resolves Mrs.
*******’s concerns. We appreciate you bringing this matter to our attention and
giving us the opportunity to respond. We welcome Mrs. ******* to reach out to
us with any further concerns.
Customer Answer
Date: 08/28/2024
Although I had someone contact me and knew exactly all of the issues, we have still not yet received the promised refund.
I am in the process of following up for same.

Business Response
Date: 09/05/2024
We are in receipt of ***** *******’s rejection of our
response and regret to learn of her continued dissatisfaction. We take customer
complaints seriously and are working with *** ******* to resolve the issue to
her satisfaction.
Customer Answer
Date: 09/05/2024
I am really in a holding pattern. Home Serve has advised they will refund for the services not received but billed incorrectly. I just have not received same yet. We are in communication with them and being updated.
Customer Answer
Date: 09/09/2024
I am happy to say all of our concerns and refund has been addressed.
We have received the refund in the mail and are no longer being charged.

Customer Answer
Date: 09/09/2024

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,

***** *******
Initial Complaint
Date:08/07/2024
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have had HomeServe coverage to cover exterior electrical for the last 2 years. The exterior meter base has exposed wires, a major concern so we called the emergency line - great response so far

7/23 opened a ticket, stating they would dispatch someone the next day

7/24 company A performed a review of the issue and said he would need to coordinate repairs with a permit and *** to replace the meter base.

7/31 - I called for a followup, no update, attempt to call back tomorrow with the project manager was in the office.

8/2 - I called again, and was told status was unknown, but a decision would be made 72 hours after the the onsite review (its now 8 days - past the 72 hour mark)

8/6 - HomeServe called stating the claim was being rejected and this wasn't covered because it was not overhead or underground wiring rust, and rust is not covered. I explained this was for the meter base, which is covered, under normal wear and tear on the website "normal wear, and tear of Your System(s), as
described below, is characterized by deterioration that occurs naturally over
time resulting from standard use." Rusted meter base would be covered. She then asked if I wanted to purchase a surge protector. I said no. She wanted to close the ticket, I said no and was asked if I wanted her to check with her manager. I said yes. I would like to understand why the meter base is not covered when it is in the contract and why rust is not "deterioration that occurs naturally".

I have heard horror stories, but also good things from this extended protection. I was disappointed and felt like I was being taken hostage - if I didn't buy a home surge protector my claim would be denied. It's been a while I don't think Im getting a call back from the manager today.
Business Response
Date: 08/09/2024
We are in receipt of the complaint filed by ****** ***** and
regret to learn of his dissatisfaction. HomeServe USA places our customers at
the heart of everything we do and considers customer satisfaction of utmost
importance. We take customer complaints seriously and are happy to report that
the issue is resolved.

In response to this complaint, a member of HomeServe’s
Office of the President conducted a detailed investigation of the issue and as
a result, called Mr. ***** on August 7th, 2024, and advised that the
service request was approved. Mr. ***** accepted this outcome.

We trust this response satisfactorily resolves Mr. *****’s
concerns. We appreciate you bringing this matter to our attention and giving us
the opportunity to respond. We welcome Mr. ***** to reach out to us with any
further concerns.
Customer Answer
Date: 08/29/2024
HomeServe contacted me directly and this matter was resolved. I would like to thank them for the personal touch of reaching out directly. The issue was resolved very quickly.
- signed a happy customer.
Initial Complaint
Date:08/06/2024
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a letter dated May 11, 2024 informing me I have been enrolled in an insurance policy that covers my gas line from my house to the street. I have received many solicitation mail from them in the past but have never accepted any offers. I don't understand how I could have been enrolled into their policy. I demand they cancel this policy and rebate any charges to my account to date.

They operate as HomeServe NA Insurance Services, also known as Home Emergency Insurance Solutions, ********** ******* ********* ***** ********* ****** ** ******* ** *** ******* ** *** ****** ******** ** ******
Business Response
Date: 08/09/2024
We are in receipt of the complaint filed by ***** **** and
regret to learn of his dissatisfaction. HomeServe USA places our customers at
the heart of everything we do and considers customer satisfaction of utmost
importance. We take customer complaints seriously and are happy to report that
the issue is resolved.
In response to this complaint, a member of HomeServe’s
Office of the President conducted a detailed investigation of the issue and as
a result, located the original signed enrollment form that was received on June
12th, 2018. The member called Mr. **** on August 6th,
2024, and advised that the enrollment was considered valid, as we have a copy
of the signed acceptance form on file and offered to send a copy to him via
email. Mr. **** accepted this outcome. The coverage has now been canceled per
his request.
We trust this response satisfactorily resolves Mr. ******
concerns. We appreciate you bringing this matter to our attention and giving us
the opportunity to respond. We welcome Mr. **** to reach out to us with any
further concerns.
Customer Answer
Date: 08/12/2024

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,

***** ****
Initial Complaint
Date:08/02/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ruff time frames of service contracted approximately in 2016-20I8 purchased external and internal maintenance services for several Services being offered by my gas and water companies have had the service since until home serve decided that it was a waste and upon my request not to cancel until further notice so that I may decide on who I wanted to stay contracted with instead I feel the are assuming that money would satisfy also I feel that due to previous incidents this is a retaliation for prior complaints and grievances filled through the courts further more if this was something regulated by them why has it taken over 6 years to correct also on numerous occasions throughout these years they have been told that I did not want to cancel I knew and so did they about 2 plans also with out my knowledge they have slowly removed some of purchases I have my original contracts to show they have denied this also and to sum up I have reached out to them several times reps. say they will escalate and get back to me not once my phone reflects calls I made within the last years and text to CEO Tom
Business Response
Date: 08/14/2024
We are in receipt of the complaint filed by *******
*************** and regret to learn of her dissatisfaction. HomeServe USA
places our customers at the heart of everything we do and considers customer
satisfaction of utmost importance. We take customer complaints seriously and are
happy to report that the issue is resolved.
In response to this complaint, a member of the Office of the
President conducted a detailed investigation of the issue and as a result,
called Mrs. *************** on August, 5th 2024 and explained that
the duplicate coverage for the In-Home Plumbing Repair program was canceled as
the result of a system audit which identified two separate coverages for the
same product, under two separate utility companies. The member also referred
Mrs. *************** to her Terms and Conditions, which states: We may cancel
for any reason on sixty (60) days’ written notice to You. The duplicate
coverage/pending cancelation notice was originally mailed on February 27th,
2024.
Regrettably, we were unable to reinstate the duplicate
coverage, but the member offered to waive the standard thirty day waiting
period if Mrs. *************** decided she would prefer to cancel the existing
coverage and re-enroll in the recently canceled coverage. She declined this
option at this time.
We appreciate you bringing this matter to our attention. We understand Mrs.
***************’s continued dissatisfaction but maintain that our investigation
and resolution align with the terms of her service agreement and are both fair
and consistent.

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