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

  
• 

  Home Service USA Corp

  On File with BBB Nashville, TN 37219

• 

  Home Emergency Insurance Solutions

  Unpublished Fresno, CA 93722

• 

  HomeServe USA Corp.

  PO Box 4067 Portsmouth, NH 03802-4067

• 

  HomeServe USA

  Lincoln, NE 68501

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:02/12/2025

  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.

  I have exterior water line insurance with this company. I have had 4 water line breaks in the past when the insurance was previously held by ******** ******* ********. The leaks were always promptly repaired (in a few days). This time it took 5 weeks and since there had been so many repairs it was decided the whole line needed replaced. They had trouble finding a contractor to do the job and at one point told me that I could find my own and they would reimburse me. I did, then they said they had found one and I had to use him but we were waiting to get on his schedule. When we finally got on his schedule the cost was more than what they would pay and I would have to pay the difference. But a contractor I had found would do it for what they allowed plus use copper instead of plastic pipes, but would not accept payment from Home Serve. So Home Serve agreed to let me pay out of pocket and they would reimburse me when I submitted the paperwork. My guys were able to come the following week and replace the line,and after 5 weeks water was no longer being pumped from my sump out into the street non-stop. Now to get reimbursed, the same day as the repair, 12/26, I submitted the requested paperwork. Then 2 weeks later, they asked for a more detailed invoice and the REASON for the repair (as if they didn’t have years of records of that). I resubmitted. Then in another 2 weeks they said they couldn’t find a paid invoice, and when they got that they could probably make a determination by the end of the week (1/26), so I resent that. Mindyou, I have called several times, but I can only call the the phone tree # which gives me a different rep every time, many of which are polite and try to be helpful by agreeing to email the reimbursement dept and their supervisor and promising that someone will get back to me. Nothing. I have e-mailed the reimbursement dept, they do not answer my emails. This is the same issue I had trying to get the repair done, no direct contact.

  

  Business Response

  Date: 02/20/2025

  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, called Ms. *********** on February
  13, 2025, approving her request for reimbursement up to the remaining benefit
  of her service agreement.
  
  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:02/12/2025

  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.

  On the evening of 2/5/2025, I felt the temperature in the house was cooler and furnace was out. I called Homeserve at 8:35p. Stated they will be out in morning.
  
  On the morning of 2/6/2025, Tech arrived at 12:17p. Tech stated he ordered a part unsure when it will be available. I told him I had 2 young kids. He told me to call ** ****, see if part is in stock. If so, call HomeServe back and tell them to have him pick it up and install. I asked him how long it could take and he was unsure. I asked him if I needed to move to a hotel for safety. He stated if HomeServe doesn't call back, for me to buy the part and install it myself so my kids will be safe for the night. He stated it is 3 bolts. And I'd need to file reimbursement with HomeServe. I found part at ** **** but they wouldn't sell to me since i am not a plumber. I called HomeServe to report the part is available locally.
  
  I waited until 2:30p, Since no call back from HomeServe I called plumber to get heat fixed so my kids 2 and 6 yo wouldn't freeze to death. The plumber arrived, installed the part and got heat for my family.
  
  At 6:59p I called back to HomeServe to cancel my appointment & request reimbursement as requested by technician. Operator canceled the appointment but said I'm not eligible for reimbursement. I requested a supervisor.
  
  2/7/2025, the supervisor called me back at 4:56p. She was very adamant that since the purchase of parts and installation was not authorized, I will not be getting reimbursed. Even after I explained to her about the health and welfare of children, being told by a employee of HomeServe to go purchase the part and install it myself for the safety of my family, nothing was reimbursable.
  
  This is totally unacceptable the way we have been treated with no compassion for young children. 48 hours without heat is OK with HOMESERVE!!
  
  I am trying to get reimbursed for the part that I bought through my plumber and the cost of the plumber to install the part and help my family.

  

  Business Response

  Date: 02/20/2025

  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, called *** ***** on February 12, 2025, approving his request
  for reimbursement. *** ***** 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: 02/20/2025

  
  
  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. I reserve the right to keep complaint open until the funds are paid. I’ve emailed the rep several times and not getting a response. I don’t want to fully accept the outcome before it is resolved. I don’t want to get ******* in the end. 
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:02/10/2025

  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 had someone to come and rod the sink and tub in my bathroom on January 1, 2025. They let me know that I need a second visit to look with a scope to see what the blockage was. I scheduled a second appointment with them to look at the pipes with a scope. The second appointment took place on January 6, 2025 and instead of looking for the problem with the scope, the man that came to do the service decided to rod the tub again which resulted in him breaking the pipe and it is causing a leak in my basement. He never let me know that he broke the pipe and I called them to help resolve this. They scheduled another person to come and fix the pipe on January 10, 2025 but that person only looked at the tub and run the water, never went to look at the pipes at all. I complained to them and they scheduled another appointment for January 14, 2025 but that person did the same and never helped me. On the 24th of January, they emailed me saying that they were working on my claim but still has not contacted me or called me back. Since then, the only contact I get from them are promotional emails. I'm 82 years old and this whole thing has caused me not to able to use my bath tub and shower in over a month as I do not want to cause more damage with the leaking pipes in my basement.

  

  Business Response

  Date: 02/21/2025

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

• Initial Complaint

  Date:02/07/2025

  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.

  My water line has not been fixed and my tenant house has had no water for 10 days. My tenant is disabled, has cancer and is facing multiple invasive heart procedures including a cardiac catheritization on Monday and open heart surgery in less than 2 weeks. She is unable to move to a hotel. I have been carrying 5 gallon buckets of flush and drinking water down to her. We are both senior citizens. Now facing another weekend with ice predicted. This is an unsafe situation. This is not the service they say they provide.
  
  I have a contract for exterior water service line repairs from Homeserve for my next door rental house at **** ******** ***** ********** ** *****. I purchased it through information from my water utility, ******.
  
  10 days ago I reported a leak to ****** who came and shut off the water - the leak is on my property. I immediately called Homeserve who said they would be on it right away. I have had numerous calls now and have never had a call back to let me know the work is scheduled. I have been told several times I was on an expedited list and to wait for a call - nothing. Yesterday (Feb 6 2024) I was told not to call back until someone called me. I said I would call back in 24 hours. I called today and asked to speak to a supervisor. After long waits I was told none was available and someome would call me in 4 hours (the first offer was 24-48 hours) - which will be at close of business on a Friday. Thank you.

  

  Business Response

  Date: 02/20/2025

  We are in receipt of the complaint filed by ******** Farr
  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 Ms. **** to reach out to us
  with any further concerns.

• Initial Complaint

  Date:02/07/2025

  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 have been double charged for a warranty by HomeServe for over 3 years. This year is the 3rd year I am seeing these charges again. I spoke with them for months and i keep getting the run around,

  

  Business Response

  Date: 02/19/2025

  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.
  
  In response to the complaint, a member of HomeServe's Office
  of the President ("OTP") conducted a detailed investigation of the
  issue and as a result, called Ms. ******* on February 11, 2025, and she
  requested a callback. The OTP representative called on February 12, 2025,
  February 13, 2025, and February 14, 2025. Regrettably, despite these attempts,
  our OTP representative was unable to contact Ms. ******* to address her
  concerns. We encourage Ms. ******* to reach out to us at her earliest
  convenience.
  
  We appreciate you bringing this matter to our attention and
  giving us the opportunity to respond.

• Initial Complaint

  Date:02/07/2025

  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 discovered unauthorized third-party charges on my gas bill that I never requested. Upon noticing these charges last year, I canceled them immediately. However, I have continued to be billed. I canceled them again this month after seeing my bill was unusually high. I am now seeking reimbursement for the months I was wrongly charged.
  July 2018 service for Homeserve **** were added without my knowledge or consent. Monthly charges were $6.99/month.

  Customer Answer

  Date: 02/07/2025

  I never renewed any yearly subscription if subscription contracts are on a yearly basis.

   

  

  Business Response

  Date: 02/14/2025

  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 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 February 12, 2025, confirmed the cancelation
  of coverage, and offered to refund all overpayments received. 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

• Initial Complaint

  Date:02/06/2025

  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.

  We have a service agreement with Home Serve usa repair management ******* ******** *** *******, ************ ** ****** agreement No is ********* for electric service repair.started June 29,2023
  Home serve had assigned three electric companies starting on 11,12,2024 to provide them an estimate for doing the required job without our consent or choice for picking these companies who apparently are in a special business agreement with H S ,not disclosed to me, the owner. There had been no repairs done by these companies to fix the electrical issues at hand. According to Home Serve those companies were paid a total sum of $ 1205 by HS without prior validation for their alleged hours for Time spend in my house to justify these huge payments. HS have not produced to us proof of the amount paid to those contractors in the form of checks or otherwise since that alleged expenditure is coming out of our entitled allowance of $2500 to spend on the proposed electric repair but leaving us an out of pocket of $495 to pay HS for this service and $ 1880 more to pay a contractor for repairing the electrical issue at hand
  
  This scheme of deception of service companies to consumers is a total fraud and billing inaccuracies by HS. I do resent this unfair and illegal practice hoping the BBB will expose it and protect the consumers at large.from such scams.
  ****** *****
  ****** *****
  Feb 6,25
  
  P.S
  Resolution is to eliminate out of pocket charges of $495 by HS and carry on with the electric repairs by *** ********** at their requests price of $1880
  Up date: we are now being informed by Home Serve that there is no money left in our allowance ($2500) to do the repair since all this money was consumed by being paying those contractors to charge for their providing for estimates. This absolutely an unbelievable made up lies by HS in order not fulfill their legal obligation of paying for our electric repairs.
  Tia company should be prosecuted for mail practice.

  

  Business Response

  Date: 02/19/2025

  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 have outlined the available options to *** *****, and are
  awaiting his decision.

  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: 02/19/2025

  As of today’s date, we are sorry to say that we had received no resolution for our complaint filed with BBB earlier  on the  fraudulent transactions practiced by HS and the amount of money they alleged they paid for just providing these electric companies an estimate ( usually free of charge) for the proposed work of replacing the electrical panel. We were not advised of the individual estimates charges nor consulted beforehand for the approval of such. We completely reject these charges to us which amounts to over $1200 this reducing our allowance allocated to the proposed repairs to only $1400 which is not enough to start the job ( a tactic we are sure set up by HS to avoid carrying out any kind of service for the consumer ).

  Base on all the above mentioned complaints we request a complete refund of all the premium charges paid by us to HS since the beginning of the contract in 2022.

  ps

  also HS were informed of our personal items theft by one of their designated contractors (by phone and text messages personally to Molly  - Manager with the (President branch ) of the company. We heard of no actions being taken by the company regarding the theft by one of the electric contractors .We would want those stolen from the house returned to us valued more than $250. Or be compensated and born in value by HS.

  Thank you

  ****** *****

   

  

  Business Response

  Date: 03/03/2025

  We are in receipt of the
  complaint 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.

  A member of the Office of the
  President (“OTP”) spoke with the *** ***** on February 19th, 2025,
  and explained that the previous offer of reimbursement for use of an
  electrician outside of our network is a form of recourse, and this was regrettably
  the only option available to him at the time. *** ***** asked that we
  reconsider our position at a higher level, and this was escalated to a member
  of the OTP leadership team. A member of leadership is currently working with
  *** *****, and he has agreed to get a quote for the repairs from an area
  licensed electrician for our review.

  Additionally, we were made
  aware of allegations of theft by our service provider brought forth by *** *****. This was brought to the attention of the Regional Operations Manager,
  and he advised that should the customer file a police report, our service
  provider will fully comply with the investigation. This was relayed to *** *****.
  
  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:02/06/2025

  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 am concerned about HomeServe taking additional funds from my renewal policy without sending advanced noticed via email. I have reached out to the business twice now on 1/15 and 1/24, in which they informed me that renewal notices were sent 3 times via email, but I wasn't able to locate them. They said I would receive the notice via email again and that never came. Then I was told a ticket was going to I believe tech support and I would receive a call within 3 business days to see what might be going on with the email correspondence and that never happened. I called again and was told the ticket was still open. Still no response. I believe this is my only option to take to get a response from this company as to why I never received the emails that they stated they have sent. That's concerning especially if you are raising rates and taking money from me. I've checked junk and spam and validated email too.

  

  Business Response

  Date: 02/14/2025

  We are in receipt of the complaint filed by **** Mitchell
  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 Ms.
  ******** 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 Ms. ******** to reach out to
  us with any further concerns.

• Initial Complaint

  Date:02/04/2025

  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.

  I pay Homeserve for sewer line protection. I filed a claim for Reimbursement for emergency repairs. I've filed a claim for Reimbursement, received an email confirming they received my claim and they need 30 days to process. Now 30 days later they are telling me they don't have my claim and I once again sent another claim for Reimbursement.

  Customer Answer

  Date: 02/04/2025

  When I spoke to Homeserve customer support, she advised me that even though I received an email confirming receipt of my complaint, she said most times the Reimbursement department says they never received ypur request and have nothing on file. She also told me this has been becoming a very common practice for the Reimbursement department.  

  

  Business Response

  Date: 02/07/2025

  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, called ***
  ***** on February 5, 2025, approving her request for reimbursement. *** *****
  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: 02/07/2025

  
  
  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:02/03/2025

  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.

  On 01/22/2025 I contacted HomeServe and informed them that our water heater stopped working. That week was extremely cold, night temperatures around 10 F, our water was freezing cold. The representative said that they will contact their contractor and then they will send some technician to first assess the situation and then after getting approval from HomeServe, they will fix it. After about 5 hours I received a text message as well an email informing me that “HomeServe service has been scheduled by ****** ******** *** and the technician will arrive on 01/24/2025 between 10 am and 6 pm”.
  
  On 01/24/2025 my husband Matt stayed at home so he could wait for the technician to come and check our water heater. At 3 pm and again at 5 pm I called Miranda and asked her when we could expect this technician. She said, “they are running late”. When I asked if they would come, she said yes. Both my husband and I did wait till 9 pm. Nobody showed up, nobody notified us that they wouldn’t come. I found it very unprofessional.
  
  01/25/2025 I called HomeServe and complained. The representative made a note about it and that was all.
  
  On 01/27/2025 I called HomeServe again. Finally, they sent technician Richie at 5 pm. He arrived, assessed the water heater, said we needed a new water heater and left. He sent us the quote for a new water heater ($2,818.35), contacted HomeServe and told us HomeServe refused to pay for the repair because our coverage has already expired. On 01/22 our coverage was still valid.
  
  We called another plumber - ****** ****** who fixed it for $346.68. No new water heater was needed at all. Interesting.
  
  ******** ****** said we can do business directly with them. No thank you.
  
  Disappointed, I canceled all 5 plans with HomeServe. Their representative said he sees that I asked several times for the policy being sent to me (I'm still waiting) and mentioned that our policy was in fact still valid. Makes sense. They played the game. I was their customer for years.

  

  Business Response

  Date: 02/11/2025

  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 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 5,
  2025, and agreed to her request for reimbursement. **** ******* 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: 02/11/2025

  Dear Madam/Sir,

  I'd like to confirm that HomeServe did contact me and asked me to fill out some additional form in order to receive a reimbursement. They said it might take about 30 days to get my issue resolved.

  I'll let you know once I get my reimbursement.

  Thank you for your help, it's greatly appreciated.

  Best,

  ****** *******

   

   

  Customer Answer

  Date: 02/18/2025

  Dear Madam/Sir,

  Thank you for your message. 

  I did send you a reply on 2/11/2025. It shows in the messages. I informed you that HomeServe indeed contacted me and offered to reimburse us for the work our own plumber did. I haven't received any payment yet. 

  Kind regards,

  ****** *******

  

  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. We take customer complaints seriously and are happy to report that the issue is resolved.
  
  In response to the initial complaint, a member of HomeServe’s Office of the President conducted a detailed investigation of the issue and as a result, called **** ******* on February 5, 2025, and agreed to her request for reimbursement and advised her to allow 30 days to receive the check. **** ******* accepted this outcome. Payment was issued via ** mail on February 27, 2025.
  
  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: 03/04/2025

  
  
  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,
  
  
  
  ****** *******