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:02/03/2025
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 noticed a charge on my ******** credit card on 12/6/24 to a company I never heard of, which was listed as HomeServe USA. Since there was a phone number listed I called this company and they told me I did not have any services with them. I proceeded to dispute this through ******** to which they came back on 1/15/25 and stated the charge was valid. I contacted HomeServe again and after three phone different phone calls they finally figure out that I DID have an account with them but it was from two years prior. I paid for a maintenance plan for a full year and then did not renew this plan the following year, of which they did not charge me for again. So why am I being charged two years after I no longer had this plan? No one could tell me why there was no charge the previous year and now suddenly there is a charge? I asked for a supervisor and was told one was not available and they would leave a message to contact me back withing 24 to 48 hours. Three times I called and still no contact back. The final phone call was on January 21st and still no call back from any supervisor. I asked why I have not received a credit back to my card and was told I should be getting it back but still have not.
My first call was the day of the charge (12/6/24) and that is why full $264 should be credited back to me. I do not and did not have services with HomeServe since November 2022. This is a fraudulent charge because my services were not renewed and have been cancelled as of 2022. Since there was an actual verbal cancellation by me calling on 12/6 a full refund is due to me.
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 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 Ms. ****** on
February 6, 2025, and provided the customer with the requested resolution. Ms. ****** accepted this outcome.
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.Thank you,
Initial Complaint
Date:02/03/2025
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.
This company just enrolled me in there gas line insurance coverage with out me agreeing to anything. Then when I asked them to cancel it they are but said it can take 1-2 billing cycles. So they plan on just billing me a few more times before the end the contract which I never agreed too.Business Response
Date: 02/07/2025
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 email.
Our OTP representative was unable to connect with *** ************ to address his concerns. We encourage *** ************ to reach out to us at his earliest convenience should he need anything further.
We appreciate you bringing this matter to our attention and giving us the opportunity to respond.
Customer Answer
Date: 02/10/2025
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.
Sincerely,
***** ************Initial Complaint
Date:01/31/2025
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 a furnace repair/replacement contract from HomeServe in approximately 2009. I continued to pay for the contract through October 2024. On October 16, 2024, I contacted HomeServe because my furnace wasn't firing up. On 10-17-24, HomeServe sent a serviceman from ***** ******* * ******* to my home. The repairman was able to start the furnace and called HomeServe while he was in the basement. He told me that he was able to start the furnace but couldn't guarantee it would run. He told me that he had spoken to the company, told them what was needed and that he would call me once the company approved the needed part. A few days later on 10-21-24 the furnace would not start and I called HomeServe for an update. At that time, HomeServe told me that my contract is with my local utility company. I explained that the contract in front of me is only with HomeServe. The customer service representative, said that the notes "on my computer says you have to call ******** ****, the utility company". No one could explain why I had to call the utility company or when or why HomeServe had apparently changed the contract. I was then transferred to another line which no one ever picked up. The following day, 10-22-24, I called HVAC specialist who determined that the furnace needed to be replaced. I believe that the repairman sent to my house by HomeServe reported that information to HomeServe. Instead of honoring the contract that I had paid for since 2009, HomeServe fraudulently referred me to a utility company who had absolutely no idea what I was talking about when I called them. In addition, I had to replace the furnace for $9272. The whole purpose of purchasing the the repair contract was to have financial assistance if that was ever needed. That was also the selling point of the solicitation that I received from HomeServe. They did not honor it. I'm sure I'm not the only person they've pulled this bait and switch tactic on.Business Response
Date: 02/12/2025
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 Ms. ***** on February 7,2025
and explained that although the customer’s policy was termed in 2024 and her
request exceeds the benefits of that policy, we would extend a one-time
reimbursement offer as a gesture of goodwill. Ms. ***** declined this offer and
regrettably remains dissatisfied.
We
appreciate you bringing this matter to our attention and giving us the
opportunity to respond.Customer Answer
Date: 02/12/2025
Complaint: ********
I am rejecting this response because:The business did not take responsibility for the issue. Instead they chose to blame the contractor they selected to send to my home. They also minimized the situation and did not make a good faith attempt to resolve it.
Sincerely,
****** *****Business Response
Date: 02/12/2025
We are in receipt of the
complaint rejection filed by ****** ***** and regret to
learn of her continued dissatisfaction.
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 Ms. ***** on February 7,2025 and explained that
although the customer’s policy was termed in 2024 and her request exceeds the
benefits of that policy, we would extend a one-time reimbursement offer as a gesture
of goodwill. Ms. ***** declined this offer. Our stance on the matter remains
and is supported by the terms and conditions of Ms. *****’s previous policy.
We
appreciate you bringing this matter to our attention and giving us the
opportunity to respond.Customer Answer
Date: 02/13/2025
Complaint: ********
I am rejecting this response because:This is a fraudulent company.
Sincerely,
****** *****Initial Complaint
Date:01/29/2025
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.
blocked toilets beginning Jan 4, intermittently use since then - we are two handicapped senior citizens
Home Serve problem not resolved, two contractors dispatched, assured the problem will be taken care of, weeks have passed
Home Serve unwilling to provide executive numbers for clients to speak to, can't get beyond the Agents, finally obtained a number no response'
Not sure what to do, should I hire someone else and seek reimbursement,
I feel as if I am in a spiral without action or real response.
Please see attached recap. I have four separate contracts with HomeServe.Customer Answer
Date: 01/30/2025
Good morning,
Attached please find an update to my situation at home with the toilet backups and HomeServe.
If your offices require additional information please let me know.
We sincerely appreciate how quickly your offices responded on our behalf, we respectfully ask that you continue to keep my complaint open to monitor the progress until HomeServe permanently corrected/repaired.
** *****
PS. I learned that neither contractor proposals to HomeServe or invoices signed by customers on the contractors phone that copies are not sent to customers even though HomeServe Agents repeatedly said they would send the invoices to me for my file.
Business Response
Date: 02/11/2025
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 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 January 29, 2025,
and advised that a service provider would be dispatched that day to address his
concerns. Subsequently, a spot repair was approved to rectify the sewer line
issue. *** ***** accepted this outcome, and we are currently working through
the scheduling and repair process with him.
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: 02/11/2025
Complaint: ********
I am rejecting this response because information requested and promised was never sent, hence my follow-up email of 2/6, and today I received a partial response to which I answered reiterating my concern sent to the President's Office and to BBB. I am sure that HomeServe will respond as it should and as requested.
Sincerely,
***** *****Customer Answer
Date: 02/12/2025
Mr *********,
It was a pleasure speaking to you today. I am attaching a communication to HomeServe informing them of different outcome today and to inform them that I am withdrawing the complaint against them.
Therefore, if you would be so kind as to send me whatever is necessary to withdraw my complaint against HomeServe
Thank you
***** *****
********** ********* ******* *********
***** ***** ** ***** ***********************
***** **** *** *** **** ** **** **
******** *** ******** **** *************************************
*** ***** ******* ********************************* *******************************
Good afternoon,
First I would like to thank you both for your professional and respectful communications to me with respect to my concerns.
Lacy, I appreciated your very clear description this morning.
In good faith I anticipated that ****** was going to provide written clarification to my questions, thank you; however today based on the phone and text messages received from Steve ** ****** today I have no confidence. "...we will not be able to move forward until I find out if you have a contractor to remove the deck..." (part of the message received today, copies which I have kept), prompted me to ask myself, How am I supposed to interpret this considering my entire courtyard has a deck, what area, how much of the deck needs to be removed, etc?.
I am sorry to say that we are no further along other than more stress,
I appreciate HomeServe for the repair work that has enabled the commodes to flush properly since 1/9. I also appreciate that HomeServe would have paid ****** ******** directly, to replace the line but without confidence I cannot have a company come in that is unwilling to specify in writing as part of its proposal preparatory work that may require coordination with other contractors so that I can be informed. Accordingly, I cannot and do not wish to proceed moving forward with ****** ********.
If in the future the commode problem recurs I will go through local contractors familiar with our HOA community, that will communicate directly with me as the Owner of the property and person paying for their service. In anticipation of this problem recurring I would appreciate it if HomeServe would consider remitting to me the sum it would have paid to ******, which is at a reduced plumbing price, as a settled claim.
In conclusion there were some quirks within HomeServe that resulted in delays and miscommunication, such as unkept promises for a return call, etc. that caused me to file a complaint with BBB, it is not responsible for ******'s response to me today that caused me to lack confidence in them as a contractor to do the work at my home. I therefore will be notifying the BBB of my intent to withdraw the complaint.
Sincerely,
*******
** **** *** *** **** ** ***** ** ***** ******* ******************************** ******
Good morning,
I can understand why this would be confusing for you and we’re here to help as much as possible, unfortunately, HomeServe does not operate in the same manner a real estate/ property management company does; HomeServe is able to send technicians to diagnose issues on the property and provide financial assistance towards coverable repairs that fall within the terms and conditions of the policy enrolled for the property. Our dedicated Cost Authorization team receive the calls from the technicians that go on-site and review the details provided to extend approvals as appropriate, upon approval they schedule with the customer for the repairs to be made and then the job is completed according to their availability.
I have requested that the contractors doing the work on your property follow up to provide you with specifics of how the repair will be made, however any agreement you have with the HOA for your property is not something HomeServe can assist with in providing any requested additional information they may need.
I’m sorry this ordeal has been stressful for you but rest assured that HomeServe is doing everything it is able to do to assist, per the terms of the policy enrolled.
If you have any questions, please let me know.
Lacey N******
****** ** *** ********** **
** ************
** *****************************************
Initial Complaint
Date:01/29/2025
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 into Homeserve 1/15/2025 to have my shower looked at. The lady told me it was my "fixture" and refused to send a plumber to inspect my shower. I explained if it wasn't my fixture they'd be covering the cost. 1/27/2025 a plumber i called to come inspection shower charged me $341 to tell me it's not the fixture it was the pipe that carried the fresh water to my shower. It's galvanized steel and needed to be replaced. I received a $2,245 estimate from the plumber I had called to replace pipes,shower riser and pipes from shower riser to shower facet. I contacted Homeserve on 1/27/2025 after plumber left. They sent out a plumber on 1/28/2025. Homeserve called after their plumber left stating they'd not be covering since I called a plumber out to inspect the reason we had no water to shower. I explained to that lady(we'll call her lady #2) that lady#1 refused to send out a plumver during my initial call which could've avoided all this. After going round and round I asked to speak to a supervisor. Later that day a supervisor called. She said same thing. So I informed her of what lady #1 said. The supervisor stated that the pipes running from where water comes in from ground to shower,not including showervriser nor pipes to shower knob, should be covered. She asked for pictures(Which i attached). I sent pictures of where water comes in at, the walls(which are ceramic tiled) in which the pipe flows to shower. After looking at the pictures that was not sufficient. She couldn't "see" the pipes. I explained we'll in order to "see" the pipes that requires me to breaking the tiled walls. She was aware. I explained that's thousands of dollars to do/repair. I asked if she/homeserve was covering it, she said no. So she expected me to break walks to take pictures that'd cost thousands of dollars to do/fix? Just to end up not being covered? Homeserve is for the birds and their employees are for the birds! Unprofessional isn't a word I'd use to describe this company!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 take
customer complaints seriously and are working with Ms. ***** to resolve the
issue to her satisfaction.
A member of
HomeServe’s Office of the President (“OTP”) is investigating this matter
thoroughly and working diligently to provide Ms. ***** with the necessary resolution
to her interior water supply line issue and her reimbursement request for
hiring her own provider for diagnosis. We anticipate a detailed explanation in
the next week.
We appreciate
you bringing this matter to our attention and giving us the opportunity to
respond. We look forward to reaching a mutual resolution with *** *****.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:01/28/2025
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 lost my heat around 10PM on January 27th. I currently have a contract with homeserve for my heating and central air conditioning.
The temperature was in the low 30’s that night and when I called Homeserve they informed me that they only do covered repairs between the hours of 8:00 AM and 8:00 PM and that they do not offer overnight emergency repair service. They conduct very deceptive advertising as their site claims they are available for emergency repairs 24/7 including weekend. Turns out they are there just to take your call and make an appointment 24/7 not send a repairman other than 8:00 AM to 8:00 PM. NO EMERGENCY SERVICE. Just a receptionist to book an appointment. This is quite deceptive and misleading. I am 84 years old and had no heat all night on a cold January night! They gave me an appointment between 8:00 AM and 12:00 noon the following morning on the 28th. Apparently they are no longer being recommended by ******** **** the gas company. Now I know why ! I will be sure to drop them very soon and to inform everyone I know of their misleading advertising used to sell expensive service contracts.Business Response
Date: 01/29/2025
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 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
January 28, 2025, and provided clarification regarding critical case response
handling. *** ******* accepted this outcome.
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 concern.Thank you,
Initial Complaint
Date:01/27/2025
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.
We have a contract with Homeserve for any water leaks. End of June beginning of July 2024 , we noticed an increase on our *** bill contacted home serve to send a plumber to resolve if there was a leak. What happened next was the leak was detected underneath concrete steps that would’ve needed to be broken and also in the driveway as well. I Contacted Homeserve so they did send four different people from plumbing companies. I wanted to have the company go underground in our front yard to put the new pipe in, homeserve told us they could not do that. I contacted another plumber that was able to go underground putting in the new pipe however home serve said they would not honor their bill of $2685.67. So I had to pay out of pocket with no refund. Homeserve has said they will not reimburse me at all.Business Response
Date: 02/10/2025
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.
In response to this complaint a member of HomeServe’s Office
of the President contacted Mr. ******** on February 3rd, 2025, to
address his concerns regarding the claim denial. The OTP member advised that
the claim denial was upheld because the leak was on the neighbor’s property.
We acknowledge Mr. ********’s continued dissatisfaction
but maintain that our investigation and resolution align with the terms of his
service agreement and are both fair and consistent.
We appreciate you bringing this matter to our
attention and giving us the opportunity to respond.Initial Complaint
Date:01/27/2025
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 HomeServe insurance for my waterlines outside my home. On Monday January 20th I awoke to no water. After calling a plummer and finding out the line was frozen outside. I called HomeServe and they sent their own Agent who also said it was outside. He contacted HomeServe and they said because it was frozen not broken they would not cover to have it fixed. Therefore I went 6 days with no water. I am a disabled Veteran and when the ** got word of this they had ****** come to my home take me to the ** ******** so I could shower. Also, a few years ago HomeServe did fix the line in question. However, they did not repair it right ti begin with, whoever the company was at the time to fix it, did not bury it to the required standards, did not fill in the hole they dug completely so I feel that they should be responsible for any repair. I do have water now but it's not right I had to go so long without being able to clean myself, brush my teeth or anything.Business Response
Date: 01/29/2025
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.
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
January 27, 2025, to explain the terms and conditions of her service plan. Additionally, a discount was offered on the
customer's current service agreement, to which *** ***** declined
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.Initial Complaint
Date:01/27/2025
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 purchased HomeServe "Total Home Protection" in August of 2020, when we bought a new house, moving from **** ******** **. to ********** **. I've paid $53.99/Month since then. I've had 2 issues resolved by HomeServe in the first 2 years of the contract. 1, an electrical wiring issue, and 2, a furnace issue resolved satisfactorily. (The furnace was under warranty as I had replaced the hvac system when we moved in. Every time I need a service call, I am charged $50 in addition to my monthly $53.99. The last 2 years HomeServe has been unable to find contractors in my area to fix problems. (No water pressure, no hot water, leaking washing machine, etc.) I paid $50 service call fee for the water pressure issue in Aug. 2023, no contractors ever came. HomeServe agreed to use that $50 for a water heater issue, no contractor ever came. I decided to ask the $50 be refunded, it has not as of today. I called today to cancel my policy as they just took another $53.99 for my monthly premium at 4:30am. I have been given the runaround today. All I want is my policy canceled (because I can't get contractors to my house) and my $103.99 returned immediately. In 4 years I have paid them close to $3000, returning my $103.99 should not be this difficult.Business Response
Date: 02/05/2025
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 January
31, 2025, and offered him 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: 02/12/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, I have not received the refund as of yet, but find that this resolution is satisfactory to me.
Sincerely,
******* *******Initial Complaint
Date:01/27/2025
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.
(1) On 9/9/2024 my tenant reported there was a water leak from the main water line. I called Home Serve (The company) request for repair. But not until waiting for 7 days to have a plumber to check the leak.
(2) On 9/16/2024 The company sent a plumber over to troubleshoot the water leak. it was determined that the leak was from the main water line buried 6 ft underground near the brick wall next to the property line.
(3) On 9/24/2024 an agent from the company called to inform me that my request to repair the water leak was rejected on grounds that there was tire track on the ground which caused the water pipe to leak. The agent's statement was unfound as there was no tire track nor any vehicles parking nearby. It was impossible for the water pipe to be damaged by any objects on top as it was buried 6ft deep underground under the brick wall by property line. The pipe leaked was due to normal wear and tear.
All in all, it took the company 2 weeks to have a plumber to diagnose the leak and decided not to repair the water pipe.
I finally had to hire a plumber to repair the water pipe. The total repair cost was $1390.00, and the water bill caused by the leak was $413.52 total $1803.50.
My tenant has written a statement to confirm that there have never been any vehicles stopping or driving by near the area. She agrees to testify in court if I decide to file the case for judicial review.
If Home Serve will reverse its decision to pay for the repair cost of $1803.50 which I believe they were responsible for, I will consider closing the case resolved in full satisfaction.Business Response
Date: 02/07/2025
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 January 29, 2025,
and offered him a $1,390 repair reimbursement and a $200 goodwill for his water
bill. *** *** 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: 02/07/2025
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,
******* ***
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