Complaints

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

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HomeServe USA Corp. has 35 locations, listed below.

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• 

  HomeServe USA Corp.

  601 Merritt 7 Fl 6 Norwalk, CT 06851-1174

  
• 

  HomeServe USA Corp.

  45 Glover Ave Fl 6 Norwalk, CT 06850-1238

  
• 

  Service Line Warranties Of America

  7134 Lee Hwy Chattanooga, TN 37421-1732

• 

  HomeServe USA

  PO Box 267 Annapolis, MD 21404-0267

• 

  Home Emergency Insurance Solutions

  Unpublished Fresno, CA 93722

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:04/11/2025

  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 have had a service contract on my water heater for multiple years and I needed it to be replaced. My water heater was leaking water all over the floor and I contacted home serve and explained the situation. They did not have any plumber contact me until I reached out multiple times. The initial plumber wanted over $4,000.00 over the warranty payout and the second plumber rejected the job, after contacting them again a day later the next day they tried contacting multiple plumbers and reassigned to the plumber that rejected it. I was then told it would be 3 to 4 days before they could replace it. I have hired my own plumber to replace it and I am seeking reimbursement for the amount of $1500.00 which is what the warranty would pay. I feel the warranty was not represented honestly since they couldn’t find a plumber that could replace it quickly since it was leaking water all over my home and they did not show any concern for the damage it was causing. They should not offer hot water coverage if they don’t have plumbers that can come . The plumber I contacted is coming today and was able to get a water heater the same day not 3 to 4 days later. This warranty is a fraud.

  

  Business Response

  Date: 04/17/2025

  We received ****** ******* complaint and regret learning 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 has been 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 April 14, 2025, and reimbursed her expenses based on the invoices submitted. **** ***** accepted this outcome and confirmed receipt of the reimbursement.
  
  We trust this response satisfactorily resolves Mrs. ******* concerns. We appreciate you bringing this matter to our attention and allowing us to respond. 

  Customer Answer

  Date: 04/17/2025

  
  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:04/10/2025

  Type:Sales and Advertising 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.

  Home Serve is deceptively using the Town of Ton******** name and shady marketing practices to make it appear that an optional home warranty product is being required by the Town. I called the company at ###-###-#### 4-10 at 12:37 pm. Spoke with a Craig. He was very pleasant. When I asked him how to pay this, he never said it is optional. When I asked him if I can pay at the town of ********* offices, he stated, not they are not handling the administration of the plan. Never did he say they are not requesting this at all. When I asked him if he was ashamed of the deceptive look of this letter, specifically designed to fool seniors into giving them their money, if he was ashamed of himself To which he said nothing.

  

  Business Response

  Date: 04/10/2025

  We are in receipt of *** *******’s complaint and regret to learn of their dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of the utmost importance.
  
  In response to this complaint, a member of HomeServe’s Office of the President conducted a detailed investigation of the issue and, per the customer’s request, did not call *** *******. Her address has also been added to our do not call, mail or share database so that she will no longer receive sales solicitations.
  
  We trust this response satisfactorily resolves *** *******’s concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond. 

• Initial Complaint

  Date:04/07/2025

  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 believe we got tricked into signing up for this company's "protection" services when we signed up for some other surge protection program over a year ago when we moved into our new home. I called and cancelled the "line protection" plans and I thought we were done. However, I continue to receive mailings (postal) from this company telling me my "exterior electrical coverage has expired" with a form to complete to re-sign up/authorize them to continue charging me. I have returned the form 3-4 times, with everything marked through and "NO" and "REMOVE FROM MAILING LIST" written on it. Yet I continue to receive these mailings. I want it stopped. I want them to delete every bit of information on me out of their system, I want them to put me on some kind of permanent "block" list so my information can never be entered into their system again. I do not want to ever hear from this company again.

  

  Business Response

  Date: 04/14/2025

  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 are happy to report that the issue is resolved.
  
  In response to this complaint, a member of HomeServe’s Office of the President (“OTP”) conducted a detailed investigation of the issue and as a result, opted-out Mr. ******** of the use of his personal data for targeted advertising and sharing of his personal data. Additionally, per his request to delete, we have started the data deletion process and will respond to that request within 45 days by email.
  
  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 Mr. ******** to reach out to us with any further concerns.

  Customer Answer

  Date: 04/15/2025

  They sent a "secure" email, but to read it, I apparently have to create some kind of account.  I will not be doing this and I want them to send me the contents of the message in plain text. 

  

  Business Response

  Date: 04/18/2025

  We are in receipt of the complaint rejection filed by ***** ******** and regret to learn of his continued dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of utmost importance.
  
  We appreciate the additional information provided by Mr. ******** in respect to his Request to Delete and Opt out. Due to data privacy email communication containing Personally Identifiable Information (PII) they are sent via encrypted message. The overall update provided was that we have opted-out Mr. ******** of the use of his personal data for targeted advertising and sharing of his personal data. Additionally, per his request to delete, we have started the data deletion process and will respond to that request within 45 days by email.
  
  We understand this may not be the outcome *** ******** desired, however, we maintain that the outcome provided is fair, reasonable and consistent with the expectations set for his privacy requests.

  Customer Answer

  Date: 04/21/2025

  
  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.  For now.  If I receive future mailings I will be opening another case.  Thank you for your assistance with this issue.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:04/07/2025

  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.

  Sewer backage for months. 3 different companies responded but did not fix the problem. Plumbers stated they would return but never responded back.

  

  Business Response

  Date: 04/10/2025

  We are in receipt of the complaint filed by ***** ******* and regret to learn of their 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 attempts to establish communication with ***** *******, both through phone calls and mailed letter.
  
  Regrettably, despite these attempts, our OTP representative was unable to contact ***** ******* to address their concerns. We encourage ***** ******* to reach out to us at their earliest convenience to discuss the repair.
  
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond.

• Initial Complaint

  Date:04/04/2025

  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 purchased Homeserve through the ********** ***** ******* in case of a pipe issue outside my home. We have a huge leak outside the home…I was told by Homeserve to turn my water off. My family lived out of a hotel for a week, then one of their plumbers turned my water back on and left it on against our wishes. A 3rd plumber turned it off and showed us how to turn it on and off so we weren’t wasting 1000s and 1000s of gallons of water a minute!! I am going on 4 weeks with no water to my home. Homeserve has gone through 3 plumbers and is now on the 4th plumber. There is no end in sight as to when this will be fixed. The 3rd plumber came and excavated my property without my knowledge and I was not home. He ripped the electrical out of my house and now I have gone 1 week so far with no electricity to 1/2 my home! Homeserve refuses to fix my electrical they keep calling the man they employed and he has stated he wi not fix it. Homeserve has greatly let our family down. I have 2 kids that have had no water and no electricity. No managers will return my phone call. No one with any real authority is taking this seriously. No one is helping!

  

  Business Response

  Date: 04/15/2025

  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 working with Mrs. ***** to resolve the issue to her satisfaction.
  

  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.

• Initial Complaint

  Date:04/04/2025

  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.

  Hi-I hope all is well,I've had Homeserve for several yrs on my AC(for many yrs) unit & coverages on inside & outside items.I think they have over charged by alot of money.Heres the dates & money they charged me for the ac policy & small policies inside & outside my house.I called them 3 days ago-I asked for a Supv-they said none available-they'll call me back in 2 days & never did? This is terrible Customer Svc.On 7/1/24 they charged me $414.66,12/6/24 $716.50,1/6/25-$457.20,1/28/25-$506.39 & 2/27/25 $609.23.On 3/11/25 its $221 for a 1yr ac contract but wont include a tune up.The small policies for my sewer line,electrical outlets & outside electric lines should be fairly cheap per month,Without the ac contract the total is $2299.32 which i think is wrong & a very high amount.If it is correct i may cancel these small plans.All have a nice day-Thank you-**** *******

  

  Business Response

  Date: 04/14/2025

  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 working with *** ******* to resolve the issue to his satisfaction.
  
  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.

• Initial Complaint

  Date:04/04/2025

  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.

  My mom is elderly and in a care home. She has a house that has been vacant for over a year. I am her power of attorney. I was charged $99 on 20 March for Homeserve services. We did not sign p for their service. I asked for them to cancel her account and refund us? I did this over a phone call and then via 3 different emails with no response. She lives in a care facility and no longer at the home at *** **** ***** ** ******* ** ****** ***********************************

  

  Business Response

  Date: 04/08/2025

  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, contacted *** ******* on April 7th, 2025, and provided confirmation of policy enrollment and cancellation. 
  
  We trust this response satisfactorily resolves *** *******’s concerns. We appreciate you bringing this matter to our attention and allowing us to respond. We welcome *** ******* to reach out to us with any further concerns.

   

  Thank you, 

• Initial Complaint

  Date:04/02/2025

  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.

  My name is **** *****. My address is **** ********** *** ******** ** *****. I am sending this email to inform you of my never ending service from Homeserve, although, I have verbally canceled their services many times. Homeserve does not offer written forms to cancel their service, however, they bombard your mail with their forms to sign up for their service. I always throw them in the trash. My first encounter with Homeserve started in 2018. I remember signing up for water, gas and cooling system. I believe sewer was also added in 2019. I canceled after realizing I could not afford the extra money. Now this is where Homeserve gets tricky or defrauds people. The service I canceled was added back somehow to *********** without my permission. I did not sign any forms to start using Homeserve‘s service at that point. The service I canceled in 2019 was also added back in 2022, along with an exterior electric plan. I did not sign a contract for this service. Jump to 2025 and I see Homeserve has started taking money out of my bank account again without my permission. So, I called in January 2025 and verbally canceled again. I spoke to a representative and told that person my concerns. The rep told me I was entitled to another refund because I had not signed up for the service that was added without my permission. In March 2025, I called about my refund that had not yet arrived. I asked for a supervisor. I was told by the supervisor that they were looking at my signatures and I was not entitled to a refund. I denied signing anything since I had it canceled. I asked for a copy via email or United States post office mail. The supervisor would not send the forms they supposedly saw while we were talking. I believe the forms were illegally signed by someone else at Homeserve. I also believe Homeserve is conning people. *********** should also be held accountable for this scheme. *********** encourages paperless billing so you won’t know what you are being charged. Help

  Customer Answer

  Date: 04/04/2025

  On Fri, Apr 4, 2025 at 7:35 AM Account Maintenance <************************************> wrote:
  
  The acceptance forms have a reply by date, as shown in the below picture. If customer’s do not date the form when they sign in, we are unable to determine the exact date it was signed. We received this form on 02/03/2022, and they can take about 4 weeks to be received and processed. That should give you an idea of when the form to enroll Exterior Electrical was signed and sent back to us. Unfortunately, I am unable to provide you any refund for this coverage as you agreed to have the plan enrolled by signing and returning the acceptance form. I apologize for any inconvenience.

  Customer Answer

  Date: 04/04/2025

  Good afternoon Ms. *****,
  
  We understand your concerns regarding the various plan enrollments and have confirmed all enrolled plans have been cancelled. To make you aware HomeServe does not manipulate signatures. And we don’t want anyone to be a customer who does not want to be.  Despite the enrollment forms we have on file; per your request we are also issuing a refund for all funds paid in for the most recent Gas line Plus Additional restoration plan totaling $177.15. Per your request we have also attached copies of the enrollment form/acceptance forms we have for the previously cancelled plans that were already refunded. Some of these enrolled plans going as far back as 2018.
  
  
  Thank you,
  
  P.S. When replying please select reply all, and reply directly to this email chain, emails sent to cexsolutions outside of this method often get lost
  

  

  Business Response

  Date: 04/10/2025

  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 (“OTP”) conducted a detailed investigation of the issue, finding that we have signed enrollment forms for these plans and one online enrollment from the email account associated with this complaint. As a gesture of goodwill, HomeServe has canceled the disputed plans and refunded Ms. ***** the money paid through her utility bill. Ms. ***** accepted this outcome.
  
  We trust this response satisfactorily resolves Ms. *****’s 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

• Initial Complaint

  Date:04/02/2025

  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.

  I was up for renewal for 2025l and In January 2025 was pronised by multiple representative in your cancellation department that my rates for 2025 will be discounted. I found out by Victoria a supervisor in your cancellation department that the discount will only be applied to the first 2 months. So I have been lied to by representatives in your cancellation department that my new rates will be discounted for the year. I need to escalate this issue because it is horrible customer service.

  

  Business Response

  Date: 04/11/2025

  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 (“OTP”) conducted a detailed investigation of the issue and as a result, confirmed all discounts promised, and some additional discounts were applied, and monthly payments have been adjusted appropriately spreading the discount throughout the term.
  
  We trust this response satisfactorily resolves Ms. ********’s 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.

• Initial Complaint

  Date:04/02/2025

  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.

  since i opened an account with homeserve in May 2024 for exterior water service line and indoor pipe coverage i have been overcharged a total of $158.84 because they charged two, three, and four transactions in a single month i have included a detailed explenation of overcharges and on 03/31/2025 i called them and the customer service rep said she could see the overcharges and didnt understand why this was but all she could offer was to close my account and submit my complaint and i should submit a complaint online as well so i did but have not recieved any response from home serve. i would like my money refunded back to my mastercard that was on file with thier automatic debits ending in 3489. This is absurd and i am outraged. i just want my hard earned money back please!

  Customer Answer

  Date: 04/03/2025

  ok so on 04/02/2025 home serve credited me only $17.11 which leaves a remaining amount they overcharged still $141.73  I am really becoming furious with this company and the "slap in the face" refund they gave! WHAT ABOUT THE REST THAT THEY OWE ME?! I WILL BE CONTACTING CALL ***** ON **** * NEWS AND EXPOSING THIS COMPANY AND THIER SCAMS TO THE ENTIRE *** AREA BECAUSE I HAVE LOST ALL PATIENCE WITH HOMESERVES SCAMS AND BLATENT DISRESPECT!  HOWEVER,  I WILL WAIT UNTIL 04/07/2025 BEFORE DOING THIS AS TO ALLOW THEM A LITTLE MORE TIME TO MAKE THIS RIGHT BY REFUNDING THE REMAINING BALANCE OWED NOW TOTALING $141.73 HOPEFULLY THEY DECIDE TO MAKE THIS RIGHT BECAUSE I REALLY WILL EXPOSE THEM TO THE PUBLIC! I WILL BE CALLING **** * NEWS AT EXACTLY 8am   ON MON 04/07/2025 IF THIS IS NOT CORRECTED! AND I DONT APPRECIATE THE RUDE "SLAP IN THE FACE" AMOUNT OF ONLY $17.11 REFUNDED WHEN THEY OWED $158.84, AND STILL OWE $141.73  THE PUBLIC NEEDS TO BE WARNED OF THIS COMPANY'S SCAMS BECAUSE ITS ABSOLUTELY UNETHICAL AND EXTREMELY UNPROFFESSIONAL FOR A BUSINESS TO SCAM THIER CUSTOMERS THE WAY HOMESERVE HAS DONE TO ME.   THANK YOU!

  

  Business Response

  Date: 04/11/2025

  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.
  
  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 April 11, 2025, and clarified the history of her account.   
  
  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.

   

  Best Regards, 

  Customer Answer

  Date: 04/12/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********* *******