According to our records, --------enrolled in HomeServe’s Interior Plumbing and Drainage coverage (“Coverage”) online on November 2, 2017. On February 9, 2018, -----------called us to report an odor in the master bathroom. We sent Texas Quality Plumbing (“Contractor”) to her home to address the odor. After several service appointments between February 13 and March 6, 2018, the Contractor had resealed the toilets in two bathrooms and excavated beneath the slab of the home to replace faulty drainage pipes. ( NO LEAKS FROM DRAINAGE PIPES AT ALL) On April 2, 2018, -----------scheduled monthly payment for the Coverage failed causing the Coverage to become suspended. On April 17, 2018, ---------- called to report that she still had a sewer odor in her home and requested a different contractor than Texas Quality Plumbing as she believed they had damaged a levelling cylinder related to her home foundation. We advised --------- that the account had to be brought current in order to send out a different technician, but we could send the original Contractor because they guarantee their work for twelve months. (WHY WOULD I CONTINUE TO PAY THEM IN MARCH WHEN DAMAGES WERE DONE AND UNRESOLVED?) -------- was escalated to HomeServe leadership who investigated the issue. Between April 20 and 24, 2018, we made several unsuccessful attempts to reach ---------- but were only able to leave messages asking her to call us back as soon as possible. On May 3, 2018, we received a payment for the Coverage which brought it out of suspended status. --------- did call about the payment stating she did not want to pay any more until the issue was resolved. ---------cancelled the coverage and we refunded the payment of $12.99. ( I DISPUTED THE $12.99 WITH MY BANK AND THEY RETURNED THE MONEY - THEN GOT THE MONEY BACK FROM HOMESERVE) HOMESERVE IS TWISTING THE TRUTH TO HELP THEMSELVES. WOW! We successfully contacted ---------- and advised her that she could hire an independent contractor to assess the issue and report their findings to us to see if the damage to the foundation were related to the repair. ------------ declined the offer and ended the call. HOMESERVE WANTS ME TO PAY $1500 - $2000 TO EXCAVATE THE AREA THEN HAVE ANOTHER COMPANY SAY TEXAS QUALITY PLUMBING DID THE DAMAGES. THEY WANT ME TO GET A REPUTABLE COMPANY TO LIE FOR ME. NO WAY! In response to this complaint a member of HomeServe’s Customer Advocacy Team (“CAT”) unsuccessfully attempted to contact ------------- on May 3, 2018. The CAT member contacted the Contractor who advised that the issue with the foundation is not related to the excavation they did on site. The Contractor believes that whatever foundation issue the customer is experiencing existed prior to their excavation, because when ------------ first mentioned the damage to the levelling cylinder that had been installed by A REPUTABLE COMPANY FOR THE FRONT OF MY HOME NOT THE SIDE OF THE HOME ALREADY REPAIRED (a local foundation contractor), the Contractor called --------- at --------- and learned that --------- had received a quote for levelling work from them in 2017, but had never called them back to start the work. The CAT member called -------- HomeServe USA 7134 Lee Highway Chattanooga, TN 37421 Tel. 423-424-**** Fax 423-893-**** Email: info@***.com www.homeserveusa.com and confirmed that ---------------had received a quote for additional foundation levelling but because the property was still recovering from Hurricane Harvey, ----------- was not able to start the work. (THE DAMAGES TO MY HOME AFTER HURRICANE HARVEY WAS ONE SIDE OF MY FENCE, CARPORT DAMAGE AND PATIO COVER DAMAGE- SO ANOTHER ATTEMPT BY HOMESERVE TWIST IT TO THEIR FAVOR) ..no water at all) The CAT member responded to ------------complaint on May 17, 2018. On May 21, 2018, ------------- rejected HomeServe’s response and presented new information concerning a finding by the Texas State Board of Plumbing Examiners (“TSBPE”) in which the Contractor was fined for not obtaining a plumbing permit for --------repair and for not providing an invoice to ----------- In response to this rejection of our response and to the new information presented by -----------, HomeServe’s Regional Operations Manager (“ROM”) for the Texas region met with the Contractor to reinforce the need for proper documentation and permits for all work performed. The ROM also learned that TSBPE has waived the fine for the invoice documentation. (UNDERSTANDABLE ONLY PAPER) TSBPE enforced the fine for failure to pull permit and the Contractor has paid ($7000.00) fine in full. We have not received a paid invoice for the repair of ----------------- levelling cylinder, or an estimate for the cost of the repair. If ------------------- can provide documentation from a licensed foundation company confirming that the Contractor damaged her levelling cylinder, we remain willing to consider the cost of repairs for reimbursement. (HOMESERVE KNOWS EXCAVATING AGAIN WILL ONLY PROVE THERE WERE NEW PIPES INSTALLED) AGAIN, COVERING THEIR BUTTS!!!!!! HOMESERVE IS STANDING BY INEXPERIENCED, CODE VIOLATING CONTRACTORS FINED BY THE STATE OF TEXAS TO KEEP FROM TAKING RESPONSIBILITY FOR DAMAGES.