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 Emergency Insurance Solutions

  Unpublished Fresno, CA 93722

• 

  Home Service USA Repair Management Corp.

  PO Box 7318 Albany, NY 12224-0318

• 

  Home Service USA Repair Management Corp.

  PO Box 2172, Binghamton, NY 13902

• 

  HomeServe USA

  PO Box 2026 Marietta, GA 30061-9909

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:01/21/2025

  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.

  12/30 reported electrical issue to HomeServe warranty. As of 1/17, contractor from *** **** ********** has not returned to fill in trenches in my yard and the neighbor’s yard. Electrical work was originally denied by *********** ******** provider for not being up to code and the repair had to be modified for electric reconnection. HomeServe supervisor said there was NO electrical code in unincorporated ****** ******. *** **** nicked my cable wires and the HomeServe supervisor said I needed to call the cable company- they weren’t responsible.

  Customer Answer

  Date: 01/23/2025

  Thanks to your assistance, Homeserve finally sent out a different company to complete the filling in of the trenches left in my yard and my neighbor’s yard. As of this morning 1/23/25 The work is completed. Thanks to Devon at Homeserve for escalating this issue and getting it taken care of finally. 

• Initial Complaint

  Date:01/15/2025

  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.

  *** Senior Citizen*** *** ******* set up auto pay for monthly withdrawals via her **** ** ******* account. HomeServe is stating they never received any payments but money has been withdrawn from her account each month. She has been trying to get this resolved since Nov. 2024
  Her Contract# ********

  

  Business Response

  Date: 01/28/2025

  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.
  
  A member of
  HomeServe’s Office of the President (“OTP”) is investigating this matter
  thoroughly and working diligently to provide *** ******* with the necessary
  answers to her billing dispute and refund request. 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: 01/30/2025

  Mr. *******,

   

  I have not receive update for my request refund. 

   

  November 29, 2024, HomeServe requested proof of payment from the bank which was forwarded on the same day. 

  Also, proof of payment sent from the bank on 1/16/2025.

  1/21//25 call from Eugene C****** * ********* stating received proof  of payment from bank and trying to resolve the issue 

  I requested.

  1/23/2024 Call from Eugene requestng proof of payment from my account. 

  1/24/2024 Emailed Proof of payment from my statement.

  ******************************* Phone # ###-###-####. 

  1/28/25 called Eugene left message.

  As of today no response.

   

  Mr ******* thank you for your help.

   

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

  ###-###-####

  Customer Answer

  Date: 02/05/2025

  Good morning Mr. *******,

   

  I received my refund yesterday, 2/5/2025.

   

  Thanks for your assistance.

   

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

  ###-###-#### Home

• Initial Complaint

  Date:01/15/2025

  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 purchased my home in July 0f 2022. I had the power switched from my old location to the new home, still using *** as the provider. I never signed up for any type of home serve protection on the new home. I keep getting billed $14.99 a month for the last 30 months for this protection. I have made repeated phone calls to them with the assurance that I would not be billed any longer. The next month on my electric bill, there is the same $14.99 charge. They do not listen. The "customer service" people barely speak English and transfer you multiple times or cut you off completely. There is no excuse for this. I am a widowed senior citizen and although this may sound like a small amount, when you are on a strict budget, this is not acceptable. I am furious. Just got my new *** bill on line today and there it is - again. I want it removed and a refund of ALL the money they have conned from me.

  

  Business Response

  Date: 01/21/2025

  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 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 confirmed that the enrollment was valid and as a
  result, no refund is due to Ms. *******. An agent attempted to reach Ms.
  ******* on January 16, 2025, January 17, 2025, and January 20, 2025, 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 Ms.
  ******* to reach out to us with any further concerns.

  Customer Answer

  Date: 01/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I did NOT sign up for this service.   This is a scam.
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Customer Answer

  Date: 02/04/2025

  Why is it that the business does not answer my concerns?  I don't use the telephone often due to hearing issues, so I won't return their call.  I am furious that the *** so offhandedly dismisses my claim.  Meanwhile, I am still being billed for a service I DID NOT ORDER, but because you chose to believe the business,  I guess I will be paying this the rest of my life.  Your service is absolutely useless in this situation.   I guess I need to get a lawyer.

• Initial Complaint

  Date:01/15/2025

  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 received two repair refund checks. One for $1300 check#****** and another one for $150 check#***** on 10/28/2024. When I deposit the checks in my bank account, one cash and another was returned. My bank charge me $15 and said it was a Stop payment on the check. I called Homeserve in October 2024 and explained what happen. I was transferred to claims, then repairs and then a manager. I was asked what the refund was for and I told them I don't know it could be for my jacuzzi they didn't fix or my water line leading into the house or my faucet connector, or my outside lights they didn't fix. For three months I've called and Everyone i spoke to was working from home so in order to speak to someone in reimbursement or a higher manager they had to email them and wait for a response. The issue was they only had knowledge of one check and that was the $150 of course. They never asked me to send a screenshot shot or fax/email a copy of the check stub or a copy from bank showing it was returned and I was charged. For three months I got the cold shoulder of I don't see the check so it don't exist so someone will call you back. I'll wait for a call back and I'll never received it. So January 2025 I called again and asked for corporate or higher manager than a department supervisor. I got the run around again. They had to email someone to see if they can give me their info. Finally I was transferred to repair department and the lady said the check don't exist, the system mistakenly sent it to you. We'll send you $15 for the return check. I pretty much felt pushed to the side and I felt it was untrue about the repair refund. I ask to speak to corporate again and she said I don't have a number for them. I asked her to show me proof that the check was mistakenly sent wrong by their system. She said I can't. We can't get in touch with reimbursement and it says in your notes Dec 4th the check is not under your account as being sent. That's it, no investigation?

  

  Business Response

  Date: 01/24/2025

  We are in receipt of the complaint filed by ********** Smith
  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 January 21, 2025, and advised that the second
  reimbursement check was sent erroneously due to an isolated system error and
  offered to cover the bank fee she incurred. Ms. ***** accepted this outcome.

  
  We trust this response satisfactorily resolves *** *******
  concerns. We appreciate you bringing this matter to our attention and giving us
  the opportunity to respond. We welcome Ms. ***** to reach out to us with any
  further concerns

• Initial Complaint

  Date:01/14/2025

  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.

  received letter that i have been signed up for this service which we did NOT sign up for. this is fraud. they are saying they are going to bill on my gas acct. we have never spoken with them, we have never had any communication with them other than the annoying sales mail they send.this is illegal. I have never had service with them either so there is nothing to autorenew.

  

  Business Response

  Date: 01/21/2025

  We are in receipt of **** ******** complaint and regret to learn of his
  dissatisfaction. HomeServe USA places our customers at the heart of everything
  we do and considers customer satisfaction of the utmost importance. We take customer complaints seriously and are happy to
  report that the issue 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 1-14-2025 and
  provided proof of enrollment.   ***
  ****** 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.

  Thank you, 

  Customer Answer

  Date: 01/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I called my wife to verify the info you gave me on the phone (you stated this was signed up for on the web) and she confirmed that no she also did not sign up for this when we started our account or any other time. I called you right back and told you this was in error and needed to be cancelled. You confirmed it would be cancelled. 
  
  
  
  Sincerely,
  
  
  
  **** ******

  

  Business Response

  Date: 02/04/2025

  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 and are happy to report that
  the issue is resolved.
  
  In response to this complaint, a member of HomeServe’s Office of
  the President contacted the customer and canceled coverage as requested by ***
  ****** on January 21, 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.

  Thank you, 

   

  Customer Answer

  Date: 02/05/2025

  
  
  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 that they have cancelled this.
  
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:01/13/2025

  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 have been dealing with a issue with my ice maker for over 3 months homeserve tech has came to my house twice i can tell he doesn't know what he is doing it's been over 3 months my ice maker still not fixed and homeserve keep giving me the run around about a part.

  

  Business Response

  Date: 01/24/2025

  We are in receipt of the
  complaint filed by *** **** and regret to learn of his dissatisfaction.
  HomeServe USA places our customers at the heart of everything we do and
  considers customer satisfaction of utmost importance. We take customer
  complaints seriously and are working with *** **** to resolve the issue to his
  satisfaction.
  
  We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond.  We welcome *** **** to reach out to us with any further concerns.

  Customer Answer

  Date: 01/29/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  *********** ****                                           the company has offered me to find someone  to fix my ice maker and reimburse me my limit is $500 they could just send me the $500 check any repair company i didn't realize is going to be $500 or more im having a difficult time at the moment finding a tech that knows how to fix this ice maker i had to contact samsung the manufacturer and maybe it will be resolved in a few days i will let homeserve know.

• Initial Complaint

  Date:01/13/2025

  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 had insurance through my Electric Co. **** **** ***** for 6 Contracts with Home Serve to cover my home for repairs. Every time I paid my Electric Bill they would take the money out with my bill for the month. This went on for years because I did not have a claim because everything on my home was fine. In Oct. 24th my hot water tank started to leak all over my floor. I called Home Serve to let them know, they sent someone out from the company to look at the water tank, and they said it would need to be replaced, They said they would only cover the replacement tank for only $500.00. I called ***** to see what a cost of a water tank replacement for like the one I had and they said $2500 with install. the tank was leaking all over my floor I told them I needed to get it replaced ASAP. they came out the next day to install the new water heater at a cost of a little over $2500. I called Home Serve and told them I had the Hot Water tank installed I had to send them the invoice and they sent me a check for $500.00 only. I called my Electric Co to let them know what they did and about the cost extra for me to pay. They were surprised, I told them to cancel all 6 of my contracts with this company, they said I would be saying over $60.00 a month off my bill each month. I am retired and on a fixed income I always thought I was covered for anything that went wrong with my home. I had to take out a loan to get my hot water tank replaced. I don't think a company like this should be taking advantage of people, I also let my electric company should not be supporting them, they will make a note of how they treated me now.

  Customer Answer

  Date: 01/18/2025

  I heard from HOMESERVE USA and they sent me 4 checks one for 2.59 - 2.21- 1.42- 3.26 for a total of 9.48 and not even a word for the amount for. This does not even come up to the 3000.00 extra I had to put out of my own money to cover the cost of the hot water tank. Their was not even a explanation other then refund on each 4 copies. I paid into this insurance for a long time and this is all they are willing to pay out. This is unacceptable. Thy are really taken advantage of People. I am not satisfied with this out come. Can you Please look into this Further for me any Help would be APPRECIATE because I do not CONSIDER this case closed.

  Thank You,

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

   

   

  

  Business Response

  Date: 01/29/2025

  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 determined that per the terms and conditions of
  his policy Mr. ********* was only entitled to the $500 reimbursement as the
  plan does not cover complete replacement. As a result, the agent called Mr.
  ********* on January 23, 2025, and explained this whereby Mr. *********
  remained disappointed in our explanation, we believe we have provided a fair
  resolution based on the terms of his plan.
  
  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:01/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged by home serve 19.74 a month for insurance added to my electric bill for home owners, power surges, electronics. All of which I don't own. I need a refund. My address clearly states I live in an apartment. I sent my original lease to prove such. They canceled the insurance, but won't refund my money.
  I did not add this. It was added by ****** via telephone.
  I am disabled. This is a slick way to force unnecessary insurance and premiums down poor folks throats.
  
  I would appreciate a refund, in full. *** *** ****
  Thank you.
  
  Ps. Rt now my electric bill is 190$
  Only 73 is energy usage.
  
  That sounds like an insurance scamming the disabled, to me.
  Thank you.

  

  Business Response

  Date: 01/20/2025

  We are in receipt of ***** *********'s complaint and regret to learn of her
  dissatisfaction. HomeServe USA places our customers at the heart of everything
  we do and considers customer satisfaction of the utmost importance. We take customer complaints seriously and are happy to
  report that the issue 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 9,
  2025, to provide evidence of the enrollment. As a goodwill gesture a refund of
  her premiums has been refunded. *** ********* 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: 02/06/2025

  I received a partial credit from himeserve but cannot get ****** to credit my bill with 98$ of homeserve charges still owed. 

  I made arrangements to pay last month. They failed to note the account but took my 13.80 payment.

  then proceeded to cut off my electric.  I had a man on an **** hooked up to the wall when they did this. A heart pump. Just poof. 

  We were scratching for batteries. 

  And ****** would not answer my call till I paid the amount they shut it off for. 

  Soon as I hit the pay button. They switched it on.

  I can't get my phone calls answered by ******, if I pit in my account info, to this day. 

  I still have not received papers for the Dr, so they have to warn me prior. ****** claims they sent one copy. I can make my own copy. 

  I NEED MY 98 DOLLAR CREDIT FROM ******. FROM HOMESERVE.

  PLEASE. 

  Before they shut it off again, feeling all powerful. 

  Customer Answer

  Date: 02/06/2025

  Home serve contacted me and said they have sent the appropriate paperwork to ******..

  ****** SAYS THEY FO NOT HAVE IT. repeatedly..

  Homeserve said wait two months. 

  I can't have my power shut off for the next two months over ******S SCAM TO SELL Homeserve insurance to folks who don't know, don't need it, and never use it.

  Do I need to write a separate complaint on ****** so I don't get my power shut off again, because of fraudulent charges???

  I paid the energy part. 20 too much.

  LIKE I said. If I identify my account, ****** WON'T EVEN ANSWER MY CALL. 

  When I go in blank, they are all surprised and have no idea whaT I am talking about nor any notes or paperwork to referr to. 

  Thank you. 

   

  Customer Answer

  Date: 02/06/2025

  They did it. And I got all but 20$. I will wait for it to process. Thank yall so much. 

  

  Business Response

  Date: 02/10/2025

  We are in receipt
  of the complaint filed by ***** ********* and regret to learn of her dissatisfaction.
  HomeServe USA places our customers at the heart of everything we do and
  considers customer satisfaction of utmost importance. We 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
  February 6, 2025, and confirmed the issue was resolved.
  
  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.

   

  Thank you, 

• Initial Complaint

  Date:01/08/2025

  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 signed up for Homeserve through my water company.
  I called for a claim, which was within the house, they told me it was not covered and based on the plan I feel it should have been covered. About a month later, I called with another claim, it was also not covered. After the second claim was not covered, I called them and I cancelled the service. In december I looked closely at my water bill and found I had still been getting charged for the service since I cancelled it in July. I called them to ask what happened and that I was still getting billed. They found my claims I had filed and the dates I called. They said they cancelled it but if I'm still being charged, I should call the water company since they are the ones who do the billing. I called the water company, they said homeserve never notified them that I cancelled. At that time, during the call, they did cancel it when I called them on December 31, 2024. They issued me a credit for he bill in December and that's it. I would like a refund for the payments since I cancelled it in July 2024. Below is the amount they owe me in refunds.

  

  Business Response

  Date: 01/17/2025

  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 January 15th, 2025, and explained that there are
  no records showing that a cancelation was requested in either the call history
  or the account notes. Without evidence of a failure to cancel upon request, we
  are not able to refund the subsequent monthly payments. The member also
  confirmed that *** *****’s plans were cancelled on December 31, 2024.
  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: 01/17/2025

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

  I know I made the call to cancel, I remember the conversation.  When I realized I was still being charged after I canceled this service (due to none of my claims being covered), I contacted them to ask why I'm still being charged, I was told that they Had received my request to cancel, but that they can't refund me because the ********* water company does the billing and this is their mistake

   I contacted ********* water company and they said they were responsible for not telling them about my requesre never informed by Home Serve that I had canceled.  They did not find my recorded call. I know I canceled and it was confirmed on my call with the representative at HOME SERVE. MY CALL MAGICALLY DISSAPEARED. THIS IS Not about the money at this point, it's about the principle of what they've done. That's the Only reason I'm going through this trouble. I think it's time for unethical companies to own up to their unjust methods of doing business s. I hope I can save someone else this grief. Don't trust them or what they say. 
  
  
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 01/29/2025

  We are in receipt of the rejection complaint filed by Anne
  Novak and regret to learn of her continued 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 team (“OTP”) conducted a detailed investigation of the
  issue and contacted *** ***** on January 15th, 2025, and advised
  that without evidence of a failure to cancel upon request, we are not able to
  refund the subsequent monthly payments. We understand *** ***** believes we
  have deleted recorded evidence of her cancellation request, however, It was
  explained to *** ***** that allegation is unsubstantiated and our business
  retains all call recordings for training, monitoring and compliance purposes.
  

  We understand that *** ***** remains dissatisfied with this
  outcome; however, we believe our findings and investigation to be fair and
  consistent with the terms of her service agreement.
  We appreciate you bringing this matter to our attention and
  giving us the opportunity to respond.

  Customer Answer

  Date: 01/29/2025

  I remember making the call and speaking with the gentleman after neither of my 2 plumbing service calls were covered by Homeserve. I told him I am calling to cancel this service effective now. Why you cannnot locate my call is beyond me, but I know I made it. On one of my calls later in December of 2024, the gentleman I spoke with on the phone said that he saw that I had canceled, and if I'm still getting billed for it, I need to call the water company since they made the mistake. Then the water company told me to call Homeserve back. No one waned to take responsibility. I normally don't invest time in this sort of thing, but I am doing it based on the "Principle' here. I know thatI I called to cancel, and I remember the call. So something is awry, and I'm guessing other customers have been treated similarly.  

   

• Initial Complaint

  Date:01/07/2025

  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.

  11-18-24
  Requested a technician come to my home to check exterior water pipe due to low pressure & issues with lead in pipe as well per water company report.
  I received an email confirmation that ***** ***** would arrive 12-18-24 but no one did. I reached out to dispatch via email & informed no one arrived & they replied they were trying to reach out to them or another company. I have yet to hear back from them.

  

  Business Response

  Date: 01/20/2025

  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 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 9,
  2024, and confirmed a HomeServe network contractor had attended that day. After
  reviewing the diagnosis, *** ****** was advised that the issue was not covered.
  *** ****** 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: 01/21/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******