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.

  45 Glover Ave Fl 6 Norwalk, CT 06850-1238

  
• 

  HomeServe USA

  PO Box 267 Annapolis, MD 21404-0267

• 

  Home Emergency Insurance Solutions

  Unpublished Fresno, CA 93722

• 

  HomeServe U S A

  PO Box 3452 Seattle, WA 98114-3452

• 

  Home Service USA

  PO Box 873 Northbrook, IL 60065-0873

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:03/05/2025

  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.

  In early December 2024 I signed up for three plumbing plans and they, unknown to me, failed to bill for January, then billed for February, then triple billed over the last three days, with charges that keep coming in so I had to put a block on my credit card and cancel my plans to stop them from continuing to do this. I emailed them yesterday, today and was on phone for 1/2 hour with customer service today with them and they had no resolution. I said they had to escalate it. I was told he filled out a form and maybe someone might call me back. I have a leaky bathroom faucet I wanted to report for repair, but now I can't because I had to cancel my plans to stop the duplicate billing.

  

  Business Response

  Date: 03/19/2025

  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 *** *****
  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 *** ***** to reach out to us
  with any further concerns.

  Customer Answer

  Date: 03/19/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I have asked them to reply to me, in writing ONLY, I don't want to talk with them on the phone because I can't have a record of what was said, and in writing, I can.  They have not replied to me as to how and what they are going to do to rectify the situation.

  I've asked them to:

  1)  Give me an explanation of what happened with the billing error on their end, which they have not.  How/Why did it happen. What are they doing to keep it from happening to customers in the future.  Details are important.

  2)  I want a refund from the time of the error forward because they lapsed on billing during a period of time and that, from a business perspective, from a legal perspective, relays as not being covered during that time (e.g., if an insurance company failed to bill me for a period of time, and I had a claim, the claim would be denied).  The error was made in January, so I want all of the money they took out of my account, retroactively without my permission, returned for the months of January 2025 going forward.

  3)  I want them to acknowledge how what they did affected me.  It dings my credit card report to have too much usage per month, which their actions did, as they billed me 3 times in March for multiple plans, so there were eight usages just from them on my credit card for the month of March. 

  4)  I want them to contact my credit card and explain this to them so that my credit score isn't negatively dinged for the month of March.

  5)  I want a sincere apology for the stress and toll this has taken on my part because of their negligence.  The stress of seeing all of those charges come in three days in a row was awful.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 03/24/2025

  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 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, emailed *** ***** on March 21st, 2025, and offered a
  refund. *** ***** 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: 03/24/2025

  
  
  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:03/03/2025

  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 was paying over 4 years for insurance for outside house waterline. I had changed address from ******* ** to ******** **. I had asked my service be transferred from original house to new. After 3 years of receiving renewals a the new address I was finally needing of use of contract as my main water line was leaking. Call for service and was told that they still had old address listed on contract. I was not able to use contract because they had to cancel old contract and renew contract (start over) on new address. I was told by customer service agent that it was not problem and in 3 days the address would go in to effect and they would wave the 30 day wait period. It is a water leak so I was ok with waiting 48 hours. When I called back ... HomeServe denied the claim and said I needed to wait the 30 days......of course if I waited I would have cost me so much to allow this leak to continue....call supervisors ...and all I heard was sorry and NO. $500 days later I fixed this leak on my own......

  

  Business Response

  Date: 03/10/2025

  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, emailed *** ***** on March
  6, 2025, and approved his reimbursement request for his water line leak. *** ***** 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: 03/10/2025

  
  
  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.  Not only did the team from HomeServe resolve my issue but above and beyond to listen and assist make me a loyal and happy customer.    There was reimbursement involved but also the 10 minute phone that allowed HomeServe as well me discuss and resolve the issue.     Thank you again!!
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:02/27/2025

  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.

  On 1/27/25 paid $25.00 Service to have a repair. 2/6/25 company came a clutch in the washer and it wasn't covered by the warranty and it would cost $284.59. repair needed2/11/25 repair Co with clutch and replaced item but that wasn't the issue. now a panel which would be covered by the warranty. 2/13/25 he came back and put in the panel BUT that wasn't the issue. 2nd opinion needed 2/13/25 separate Local Company arrived Friday 2/14/25 at 8AM and the repaired the washer. It was the Clutch. 2/14/25 I called Home Serve requesting 1st to have my $25.00 refunded I had several Accounts with them:1. under ***** ****** I had a Sewer line protection from the house to the street which I was paying for a while: problem i have Sceptic System and City Sewer will not be here for 20 Years. I CANCELLED this program and was refunded $88.00)I still had two other Accounts ******* ****** and ******* * covering Inside Plumbing: Electric and Appliances(Refrigerator;stove;dishwarsher; washer and dryer. I was transferred to Repair and they could authorize reimbursement (I Confirmed the Clutch was covered Repair man was wrong)BUT I was sent over to Customer Service who stated the Claims unit would call me back within 48 hours but that that didn't happen.2/24/25 i called Customer Service and was getting run around they finally sent me to the Cancelation Division who stated I was canceled. THEY LOOKED INTO SYSTEM WHO CANCELED ME IT WAS THERE COMPUTER AUTOMATICLY. IT appears that the Electric Company Never paid them so the account was terminated. I was live again and was sent to claims who stated they will need time to check all this out since I wanted to be rebated the $335.15 i paid a 3rd party to repair washer.I 2/26/25 customer Service and was pushed around from Repair to Customer Service to Claims who came out and stated I CANCELED THE POLICY which I denied. My Electric Company would't Help at all they stated it was a 3rd party issue, but the collect the money.

  

  Business Response

  Date: 03/12/2025

  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 February 28th, 2025, and agreed to reimburse the cost of
  repairs he paid for out of pocket, as well as ensured that his coverage was
  reinstated per his request. *** ****** 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.

• Initial Complaint

  Date:02/27/2025

  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.

  Dear Better Business Bureau,
  
  I am filing a formal complaint against Home Serve USA for failing to honor commitments, retaliatory actions, and unjustly canceling warranties on my residential property.
  
  In December 2024, I experienced sewer and water service line issues at my home. Home Serve assigned unlicensed contractors who refused to service my property, leaving my family without utilities. We had to relocate to a hotel and board our dog. Home Serve promised to reimburse:
  1. Repair costs (completed by my licensed contractor).
  2. Hotel expenses.
  3. Dog boarding fees.
  
  Despite submitting all required documentation, Home Serve has not responded or reimbursed me.
  
  Upon escalation, I discovered that a Contractor Relations representative, ****** ******** retaliated against my company in a separate matter, influencing Home Serve’s handling of my claim. They canceled my warranties without notice, falsely claiming my property is agricultural. However, my property is R1 residential. Home Serve is misusing a separate parcel I own as grounds for denial.
  
  I worked with Home Serve representative Candace, who became unresponsive. I contacted Devin in the Office of the President but still received no resolution.
  
  The financial burden includes [Insert Total Amount] for repairs, hotel stays, and dog boarding. The emotional toll has been immense, compounded by Home Serve’s lack of communication and retaliation.
  
  I request:
  1. Full reimbursement for expenses.
  2. Reinstatement of my wrongly canceled warranties.
  3. A formal apology.
  4. Assurance of improved processes to prevent future issues.
  
  Home Serve’s actions demonstrate a clear disregard for customers. I urge the BBB to investigate and hold them accountable.
  
  Thank you for your attention.

  

  Business Response

  Date: 03/13/2025

  We are in receipt of the
  complaint filed by ***** and ******* ******. HomeServe places our customers at the heart of everything
  we do and considers customer satisfaction of utmost importance.
  
  On February 19, 2025, we notified Mr. and Mrs. ******
  that the property in question is ineligible for coverage and therefore their
  plans would be cancelled in fifteen (15) days, effective March 6, 2025.
  HomeServe issued Mr. and Mrs. ****** a refund of all their plan payments on
  March 6, 2025.
  
  We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond.

• Initial Complaint

  Date:02/27/2025

  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.

  Paid for plumbing 988.00 for work done that insurance did not pay water leak pipe burst inside garage leading to outside faucet

  

  Business Response

  Date: 03/10/2025

  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 Mr. ***** on March 7, 2025, and agreed to reimburse him. Mr. ***** accepted this outcome.
  
  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.

• Initial Complaint

  Date:02/26/2025

  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.

  PLEASE NOTE THIS AFFECTS TWO (2) ACCOUNTS FOR ******** ******/HOMESERVE: They Both keep passing the buck, not resolving.
  
  Since 2016 -Present Homeserve/******** has charged me monthly for a Homeserve program that I didn’t want or signe up with ******** on two separate accts. Old acct # **************** (I filed bankruptcy), so that service should have dropped off anyway) in 2023 automatically. The anbove account was started 2016 and continued yearly which I wasn’t aware of until this year 2025, nor did I sign to continue this protection when changed from **** to ********. Second, I had a new Electricity account started (because of the bankruptcy filed in 2023) with ******** ******, and they still put this coverage on the NEW account #**************** as well, fraudulently, I didn’t authorize this Homeserve program to be added to the new account either.
  
  I made a Complaint with both ******** and Homeserve and suggested a resolution with Homeserve, Devin W****** and the president Tom R****, to compensate me with a TV replacement SINCE they said I had coverage that i paid for or to refund all my money back for the service they charged me for without my consent $432.00.
  
  The contract was with **** and should have been null and void, or re-confirmed when ******** took over. I have never giving a written amendment to continue Homeserve program with ******** or Homeserve.

  

  Business Response

  Date: 03/03/2025

  We received ********* ***** complaint and regret to learn of
  her dissatisfaction. HomeServe 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
  called *** *** to advise we were unable to substantiate that the television was
  damaged because of a surge due to not being provided a repair diagnosis from a
  qualified technician in a timely manner.
  
  We trust this response satisfactorily resolves *** ***'s
  concerns. We appreciate you bringing this matter to our attention and allowing
  us to respond.

  

  Business Response

  Date: 03/03/2025

  We received ********* ***** complaint and regret to learn of
  her dissatisfaction. HomeServe 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
  called *** *** to advise we were unable to substantiate that the television was
  damaged because of a surge due to not being provided a repair diagnosis from a
  qualified technician in a timely manner.
  
  We trust this response satisfactorily resolves *** ***'s
  concerns. We appreciate you bringing this matter to our attention and allowing
  us to respond.

  Customer Answer

  Date: 03/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Homeserve called me today, refusing to refund my money back or compensate me with the same value of a TV. I asked him to send me a written email stating why they are refusing, he said no.

  Homeserve admitted they received the funds from ********, but both ******** and Homeserve keep passing me back and fourth.

  They fraudulently added their protection onto my new account to continue getting money from me, which that new account **************** was opened because I was financially stressed and filed bankruptcy; so they were trying to force me to continue their coverage from the old account illegally by adding it without my written Consent. This is the reason I asked them for my money back for over $400 paid to them  for fraudulently charging my ******** accounts; but I gave them them option to compensate me by sending a $200 TV since they said they were charging me  for surge protection since 2016.

  Please advise on my next steps to sue and get my money back, because they Homeserve/******** fraudulently added the Homeserve protection back on an account while i was still in bankruptcy without my permission. 
  
  
  
  Sincerely,
  
  
  
   

  Customer Answer

  Date: 03/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Homeserve called me today, refusing to refund my money back or compensate me with the same value of a TV. I asked him to send me a written email stating why they are refusing, he said no.

  Homeserve admitted they received the funds from ********, but both ******** and Homeserve keep passing me back and fourth.

  They fraudulently added their protection onto my new account to continue getting money from me, which that new account **************** was opened because I was financially stressed and filed bankruptcy; so they were trying to force me to continue their coverage from the old account illegally by adding it without my written Consent. This is the reason I asked them for my money back for over $400 paid to them  for fraudulently charging my ******** accounts; but I gave them them option to compensate me by sending a $200 TV since they said they were charging me  for surge protection since 2016.

  Please advise on my next steps to sue and get my money back, because they Homeserve/******** fraudulently added the Homeserve protection back on an account while i was still in bankruptcy without my permission. 
  
  
  
  Sincerely,
  
  
  
   

• Initial Complaint

  Date:02/25/2025

  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.

  I am writing to file a formal complaint against HomeServe USA regarding the wrongful cancellation of my warranties, lack of transparency, and failure to provide service as promised. Below is a summary of the issues I have experienced:
  
  At the beginning of December 2024, I purchased HomeServe USA warranties to protect my apartment building. These warranties were intended to cover critical systems, including heating
  At the end of January 2025, I attempted to file my first claim but was shocked to discover that all my warranties had been canceled without any prior notice. When I inquired about the cancellation, I was informed that the regional operations manager, Daniel Schripner had personally canceled my warranties.
  
  I believe this cancellation was retaliatory.As a former contractor for HomeServe USA, I refused to lie about the location of a sewer line during a repair job. The line was deep underground, but I was asked by authorization agent David T******** to falsely claim it was under a tree to make the repair cost-prohibitive for the homeowner. I declined to lie, and the job was reassigned to another contractor who complied with the request.
  I escalated this issue to the Office of the President, and after a review by Candice, it was determined that my warranties were wrongfully terminated and were subsequently reinstated.
  
  After reinstatement, I was told the waiting period would be waived due to the misunderstanding. However, on Friday, February 14, 2025, a tenant in my building reported no heat in their unit during 15°F weather.
  When I spoke to Customer service, I was informed that all of my contact information had been changed to incorrect information
  I filed a critical claim, which should have been addressed within four hours.
  I was told that only Candice in the Office of the President could remove the hold. Despite numerous emails and voicemails to Candice and her colleague Devin, my requests for assistance have been ignored

  

  Business Response

  Date: 03/11/2025

  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 Mr. ****** to resolve the issue.
  
  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.
  

• Initial Complaint

  Date:02/25/2025

  Type:Product 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.

  Had several contracts with Homeserve USA. First issue is when I had home water line coverage for many years and come to find out a couple years back they had the coverage one the wrong address. Instead of coverage on *** ***** *** ******** ******** ***** they had the coverage on ** ***** ****** ******** ******** ****** Most recently i have electrical coverage inside the home as well as the external part of the home. Two times they were called to fix electrical issue inside the garage where multiple outlets as well as the garage door were not functioning The issue were told to them in great detail and I was informed that the repairs were covered just to find out later after waiting months for repairs to find out that they would not fix. Today 02/24/2025 I had them out to repair two outlets on the outside of the home and one on the inside. They knew what the problem was and location of the outlets. They found an electrician from *** ***** ** to make the repairs and again when they got here they said the outlet on the outside were not covered because it required an upgrade to the outlet. They are always finding ways not to honor the contracts including times when a plummer was needed but again was told the service was not covered nor was the clean up. I have paid them thousands of dollars over the last several years to include the 7 i most recently had with them. They take you money, they make you wait extremely long times for service just to find out they won't cover it. It is my belief that they are a scam. When I found out they water line service i was paying for was on the wrong address I requested a refund but was never provided. now they conveniently say the can find not evidence where the water line coverage I paid for was on a different home. These people are scamming money and they should be made to refund all funds and provide and appology

  

  Business Response

  Date: 03/04/2025

  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 and attempted
  to establish communication with *** *****, through phone calls and written
  correspondence. We encourage *** ***** to reach out to us at his earliest
  convenience.
  

   We appreciate you
  bringing this matter to our attention and giving us the opportunity to respond.

  Customer Answer

  Date: 03/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This does not address the loss of thousands of dollars wasted in paying them for protections that they constantly denied to do the appropriate repairs.
  
  
  
  Sincerely,
  
  
  
  *** *****

• Initial Complaint

  Date:02/24/2025

  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.

  In January I contacted HomeServe to ensure my policy would not auto-renew. In February it auto-renewed. It took multiple call backs to get a full refund promised which was split between credit card and check. When requesting to speak to a supervisor I’ve either been put on endless hold or told it will take 24-48 hours for a callback. HomeServe has promised a refund, I want to ensure that refund is received as the information about the auto-renew was already false.

  Customer Answer

  Date: 02/25/2025

  Company has responded and resolved

• Initial Complaint

  Date:02/24/2025

  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.

  Have a blockage in my sewer line had the company come out from Home Server the guy put his auger into the main sewer line and now the auger is stuck in the line in the way it'll be coming up is to be excavated out I'm complaining against them because they were not supposed to do any augging I have a tree this caused a lot of issues for my plumbing and they were just supposed to come out and assess the situation I'm very upset about their customer service thank you

  

  Business Response

  Date: 03/03/2025

  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.
  
  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, attempted to reach *** ************ on February 25th, 2025, February 26th, 2025, and February 27th, 2025, via telephone and email to discuss this with her but she was unresponsive.
  
  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.