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
- 963 total complaints in the last 3 years.
- 341 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/26/2025
Type: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.
Photo (Uploaded) will explain of what I needed to close my 3 plans with HomeServe.
Basically it is assurance that my 3 plans will not appear on further billings.
Business Response
Date: 06/27/2025
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, called ***** ****** on 06/26/25 and offered a refund of all payments
made since his plan renewed. ***** ****** accepted this outcome.
We trust this response satisfactorily resolves ***** ****** 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: 06/30/2025
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:06/19/2025
Type: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 CALLED FOR WARRANTY REPAIR TO MY AC UNIT , THEY LIED AND SAID THEY COULD NOT REPAIR AND REFUSED TO REPAIR THE UNIT!!! .
I PAID OUT OF POCKET $255.96 PLUS $242.86
FOR REPAIRS , I DEMAND TO BE REIMBURSED $498.82
INVOICES ATTACHEDBusiness Response
Date: 07/02/2025
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, called ****** ***** on 07/02/25 and agreed to reimburse him for using
his own provider for repair of his cooling system. ****** ***** 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: 07/03/2025
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:06/19/2025
Type: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.
Payment was made to HomeServe USA on 11/27/2024 from electronic bank transfer for statement that was due 12/3/2024. The statement dated 12/19/2024, does not show that the payment on 11/27/2024 was credited to the account. Multiple attempts have been made by both Huntington National Bank and myself to get this resolved by emailing the transaction details to HomeServe USA but they fail to acknowledge the payment was received and credited to my account. I received a voicemail on 4/11/2025 that they were working to resolve the payment and then a phone call on 4/17/2025 stating the payment will be credited to the account. On 5/27/2025 the payment had still not been credited to the account, so fifth call was made to HomeServe USA to get resolution, they were not able to help and I asked for a 3rd time to have a supervisor call me because customer service will not forward calls to supervisors. I called again today 6/19/2025 and received the same response from customer service. When logging into my account today, HomeServe USA has deleted all my previous account payments from the online system.Business Response
Date: 06/24/2025
We are in receipt of the complaint filed by Samuel F
Miihlbach 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:06/18/2025
Type: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 want to cancel service. I’ve called their number many times. Then on hold for half an hour or more until I hang up. Today June 18, 2025 I determined to connect. Finally La Shonda answered in the cancellation department and claimed she could not hear me and to call back. And then I’d have to be on hold most likely until I’d be disconnected again. HomeServe is a third party charge on my ******** bill. I also tried canceling through the Gas Company but they can’t do anything. I feel this company is running a scam because they make it impossible to cancel.Business Response
Date: 06/19/2025
We have received
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 pleased to report that the issue has been resolved.
In response to
the complaint, a representative from HomeServe's Office of the President
conducted a thorough investigation of the issue. As a result, on June 19, 2025,
we called ***** ******** and provided her with the requested resolution. *****
******** accepted this outcome.
We trust this
response effectively addresses ***** ********** concerns. We appreciate you
bringing this matter to our attention and allowing us the chance to respond. We
encourage ***** ******** to contact us with any further issues.Best Regards,
Initial Complaint
Date:06/18/2025
Type: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.
My father signed up for homeserve when he was living. When he passed in 2023 I became personal representative. I later bought the house. I put the ******** bill in my name. I did not sign up for homeserve.
They continued charging me without my notice. When I finally realized I sent his death certificate and my letter of personal representative.
They said my father signed up for the service and guaranteed to pay. So they say even though he is deceased and I own the home and ******** is in my name they do not have to refund me for charges that I never authorized.
Not sure how they could charge someone else for something they did not sign up for. He said we had to cancel. I did cancel his ******** and put it in my name.
This address is **** ******** **** ********* ** *****. My daughter lives in this house which I own.
I can’t explain well in writing I’m affraid.
******* ******
**********Business Response
Date: 06/24/2025
We are in receipt of ******* ******’s complaint 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 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 Ms. ****** on June 19, 2025, and confirmed that the contracts
were cancelled and she was refunded accordingly. Ms. ****** 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.Customer Answer
Date: 06/24/2025
I am very pleased with the decision! Just waiting of the refund check! Very professional responses and plan.Initial Complaint
Date:06/13/2025
Type: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 called a year prior and told them to cancel this home service at 17.00$ a month and they never canceled it I know they recorded my conversation to do so but won’t refund me my moneyBusiness Response
Date: 06/19/2025
We are in receipt of the complaint filed by ****** ******
**** 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 the complaint, a member of HomeServe's Office
of the President ("OTP") made multiple attempts to establish
communication with Mrs. ******, both through phone calls and email to discuss
the matter further.Regrettably, despite these attempts, our OTP member was
unable to contact Mrs. ****** to address her complaint. We encourage Mrs. ******
to reach out to us at her earliest convenience to discuss the next steps.We appreciate you bringing this matter to our attention and
giving us the opportunity to respond.Initial Complaint
Date:06/12/2025
Type: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.
Water tank replacement, I had to pay 940.00 out of pocket. I thought if it couldn't be fixed it would be replacedBusiness Response
Date: 06/18/2025
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.
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 his concerns. We encourage *******
****** to reach out to us at his 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:06/12/2025
Type: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 there tech solution plan and was approved 3 buyouts it’s been over 45 day I have not been paid my buyout amountsBusiness Response
Date: 06/24/2025
We are in receipt of the complaint filed by ********
******** and regret learning 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 ******** ******** on 06/23/25 and offered reimbursement for
the replacement of a tablet and laptop. ******** ******** accepted this
outcome.
We trust this response satisfactorily resolves ********
******** 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.Initial Complaint
Date:06/11/2025
Type: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.
Hi!
My exterior sewer line collapsed from wear and tear, Home Serve sent multiple plumbers out to take a look and all of them said that the exterior sewer line had collapsed and none of them had the facilities to repair my sewer line. So I talked to a representative and I was waiting for 2 weeks not able to use the shower or toilet, for them to find someone to fix it and no one ever called or came. So I called Home Serve and they gave me permission to submit a reimbursement claim for my existing exterior sewer line coverage that I have had for 3 years and have someone else fix it as they couldn’t find anyone. So a company came out and fixed my sewer line. I submitted a reimbursement request through email in their portal and I have not heard any response back. I have emailed three times and called twice and haven’t received any updates regarding the matter. I was told someone would call me, but no one has. I would like Home Serve to reimburse me for the invoice I submitted.Business Response
Date: 06/30/2025
We are in receipt of J** ********'s complaint and regret to learn of his
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 June 26, 2025, and approved the reimbursement in question. *** ******** 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.Customer Answer
Date: 07/03/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and we got everything figured out, thanks so much.
Sincerely,
***Initial Complaint
Date:06/09/2025
Type: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.
Called Home Serve in April many times and talked to more than 10 different people including managers and was told I would be getting a refund of around $200 for the monthly payments on the AC services plan with Homeserve since I replaced my AC unit and paid the entire amount out of my pocket. The refund never showed and when I called towards the end of May, I was told a manager will call within 24-48 hours to resolve the issue but it’s been 10 days, no one called me back. Also, I called and added water heater service back in March but just found out in May that nothing was added. I have no idea why the agent did not add the services when he took all my information and went over all the details of the coverage. The customer service with Home-serve is terrible and no one knows what’s going on. I would like to get my refund of around $200 that’s over due now. More details can be explained over the phone. Thank you!Business Response
Date: 06/12/2025
We are in receipt of **** ******* complaint 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 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 06/12/2025, and provided clarification on their missing
refund, among other concerns.
We trust this response satisfactorily resolves **** ******* concerns.
We appreciate you bringing this matter to our attention and giving us the
opportunity to respond.
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