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
- 958 total complaints in the last 3 years.
- 342 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:12/16/2024
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 have a contract with H.S. to fix gas line problems outside my home which they have done. I called to discontinue mailings to my home for water & Sewer line contracts. H.S. customer service will not answer at all I resorted to saying I have a gas smell to auto menu to talk to anyone. They direct you to the gas company first, to report. I had this communicate directly by phone to H.S. to stop all Ad mailings, yet the give me no option also to stop email ads.
Business Response
Date: 12/18/2024
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 December 17, 2024 and advised her that HomeServe
USA will be adding her to our do not mail and do not email list. Additionally, she was provided guidance on
using HomeServe’s automated system for future reference. ***** accepted this outcome.We trust this response satisfactorily resolves *******
concerns. We appreciate you bringing this matter to our attention and giving us
the opportunity to respond. We welcome ***** to reach out to us with any
further concerns.Initial Complaint
Date:12/16/2024
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.
Homeserve USA was recommended by my local water company when I purchased my house in 2022 as a supplemental provider for emergency sewer repair of outside lines. I was connected to them not knowing it was a third party provider until I started talking to the salesperson. I did get indoor plumbing coverage, electrical, and outdoor sewage pipe coverage. I didn't need the service until a few months ago when a sulphur smell was coming from my washer/dryer unit area and was very strong after running the washer. I called Homeserve and they sent a local plumbing service out. The plumber said 1) he didn't smell anything 2) it was probably a dead animal behind a wall or in the attic. He didn't check the drainage pipe in the unit, although he did look in crawlspace for sewage. So he left, problem was not resolved. I called Homeserve recently again to send someone else out for the same problem and they connected me to a company called ******** *** **** which appears to be a national chain. Someone called me from that company from *** ****** and set up an appointment. They never showed, nobody called and the tracking on the "plumber" for his ETA just kept getting pushed back and showing this "person" all over my city in various areas that could in no way be real if someone was truly being tracked. I have doubts that ******** *** **** exists as there have been multiple complaints about this business and no-shows. I have since cancelled Homeserve and apparently it will take at least 2 months for it to come off my bill and no offer of a refund. This company legitimately needs to be investigated for taking money for services that it will not provide. It was a complete waste of my time and money.Business Response
Date: 12/24/2024
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. The OTP
representative made multiple attempts to establish communication with *** *****,
both through phone calls and email.
Regrettably, despite these attempts, our OTP representative
was unable to contact *** ***** to address her concerns. We encourage *** *****
to reach out to us at her earliest convenience to discuss the repair
repudiation.
We appreciate you bringing this matter to our
attention and giving us the opportunity to respond.Initial Complaint
Date:12/16/2024
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 still haven’t received a refund of $553.51 that was approved Nov. 30 2023.
A Rep told me a refund was issued to the card on file and I explained that the card had expired , the rep told me they would issue a check. I’ve been waiting for a check for over a year. Every time I call or email I’m told the team is looking into it. The problem began with me paying home serve for years and when I needed a tech to service my unit, he informed me that they don’t service these type of units ( Tankless heating ).
When I subscribed to homeserve they never stated they didn’t service the said unit. When I explained the situation they agreed to refund the money. It’s a simple issue but for some reason I feel that if they keep giving me the run around I’ll forget. SMHBusiness Response
Date: 12/27/2024
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 December 23rd, 2024, and advised that the refund
had been reissued as a paper check. *** ****** accepted this outcome.
We trust this response satisfactorily resolves *** ******’
concerns. We appreciate you bringing this matter to our attention and giving us
the opportunity to respond. We welcome *** ****** to reach out to us with any
further concerns.Customer Answer
Date: 12/27/2024
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:12/16/2024
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.
Ever sense home serve has taken over from home smart it has been hell to say the least. 1st Thanksgiving of 23 i tried to get someone to come look at my broken fireplace called and called. Finally after Christmas of 23 I actually got someone to come look. They tried to fix it and after the 2nd time out the tec said he didn't know of he could and I should use my replacement helper and someone would be in contact. Got no contact and called back late jan/Feb time frame. Was told all I needed to do was go buy a new one and submit a receipt.. I go buy one call in and am now told I needed to have installed and inspected otherwise I only get half. So I got thr paperwork and submitted it . I had the install put in hold until I got the rebate. My kid got very sick and was in the hospital so I forget about this for mo. Call back in and told they never got anything and I can no longer get the rebate. Cancel and return fireplace and chalk it up to my fault. So comes the real issue. I have had all my appliances covered for as long as I lived here and even added more when they offered to where I pay over $1000 a year to these guys. My oven started to act up call in and set up apartment with rep confirming it covered.. they send off the referral to the company like usual then get a call say they don't see it covered and I get sent back to customer service. The rep says yes it is on there clear as day were his words.. set up and get tec out. Tec says can't fix and need to use replacement helper.. ok.. then next day get call that I'm some how not covered again. Was refused a manager and she claimed she would call back.. no call back nothing.. thencontact online and get in touch with a Kimberly h******** *******176 and she claimed would listen to calls and get back to me. I've left her 5 messages at this point with only 1 call back and message saying she listened to them. The amount of balls this company has dropped is unbelievable to me and have been in contact with a lawyer.Business Response
Date: 12/26/2024
We are in receipt of the complaint filed by **** ****** and
regret to learn of his dissatisfaction. HomeServe USA places our customers at
the heart of everything we do and considers customer satisfaction of utmost
importance. We take customer complaints seriously and are working with Mr.
****** to resolve the issue to his satisfaction.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.Customer Answer
Date: 01/02/2025
Oh I'm sorry me being in the hospital slowed down. I'm sooo sorry I was more busy with other stuff.. but that's so great you closed it. Just another screw you to customers. I'm just going to take it to court as it's been admitted they gave false info. So have a amazing dayInitial Complaint
Date:12/16/2024
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.
On the 18th of Nov. 2024 Home Serve charged me $50 co pay to provide me with inspection service to see if my air conditioner or furnace were leaking. Since they could not get to it for a week I found someone else to do it the same day. I cancelled the request with Home Serve and they agreed to refund $50 they charged me. On the 26th of Nov. they refunded me only $25 and still owe me another $25 credit. I have spoke to them 3 subsequent times and they agree to refund but fail to do so. I also sent them a complaint/request for refund this week in writing to their website. This they are ignoring. I want them to be thankful I am not requesting refund for the cancelled contract as well. And refund my $25 co-pay immediately.Customer Answer
Date: 12/16/2024
I see on my gas bill today that HomeServe failed to cancel my Heating repair plan $10.95 and Cooling plan $10.49 on the 16th of November 2024 as I instructed them to do. So that is another $21.44 they owe me. They can credit this back to the gas co. or send me a check. This company is making some serious errors and just doing whatever they want. Thank you for your help. ****** *****Business Response
Date: 12/27/2024
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 December 20, 2024, apologizing for not providing the correct refund
initially, and advising we have processed the refund of the second service call
fee. *** ***** accepted this outcome.
We trust this response satisfactorily resolves *** ******* concerns. We appreciate you bringing this matter to our attention and
giving us the opportunity to respond. We welcome *** ***** to reach out to us
with any further concerns.Customer Answer
Date: 12/27/2024
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:12/13/2024
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 believe this is a Scam Business had me to believe they were with ******* ****** - I don't need these services I live in a Condo - which I already have coverage regarding what I need. I advised them not to bill me and terminated my account months ago, trying calling them and mailed them also advising them the services are not needed. Please see attached statement, please, Please help me from getting charge for something I don't need! Thank you! It's a scam!Customer Answer
Date: 12/13/2024
Hello *** * on your side handled it already today!Business Response
Date: 12/18/2024
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. ***********s on December
13th, 2024, and confirmed no active coverage with HomeServe. Ms.
***********s accepted this outcome.
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. ***********s to reach out to us with any further concerns.Initial Complaint
Date:12/12/2024
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.
HomeServe USA agreed to reimburse us for the repair of our sewer line. We provided our direct deposit bank information. They said we'd get the direct deposit within 15 days. After 30 days, it did not show up in our account. We have called HomeServe customer support numerous times. They say they sent the reimbursement to our bank on November 27. Our bank shows no deposit. We continue to call and get excuses. Despite our claim being escalated we still don't have the money. We have been told that we cannot talk to someone directly in the reimbursement department. We initially had the sewer work done at the end of August and have been timely on our end with providing paperwork etc. We are beyond frustrated. $6,000 is a lot of money. On top of all this, we are from Asheville and have other repairs we need to do with our regular insurance now. Having to call HomeServe daily is a real burden that we should not have to shoulder.Business Response
Date: 12/20/2024
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 December 17, 2024, and confirmed the
reimbursement check was received. *** ****** 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: 12/21/2024
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:12/11/2024
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 need BBB's help to stop Homeserve from continuing billing me for non-existent services, and to refund current and any and all future improper billings.
My centerpoint energy bill of 11/14/2024 shows a charge of $27.98 for Homeserve services that was already cancelled as of 10/30/2024.
On 11/26/2024 (homeserve) Jennifer confirmed with me that all home services were canceled on 10/30/2024, however, she could not explain why homeserve kept on billing my (centerpoint energy) account. She said homeserve would provide an answer, but as of today there is no resolution. I also inquired with centerpoint energy who pointed their fingers to homeserve. Thank you.Business Response
Date: 12/23/2024
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 December 13th, 2024 and explained that,
due to a system error, the previous cancelation request was not processed successfully.
Our operations department worked with the utility company to have the programs
canceled, and the outstanding balance removed. Mr. **** 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 Mr. **** to reach out to us with any
further concerns.Customer Answer
Date: 12/23/2024
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:12/10/2024
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.
On Saturday, December 7th, 2024, I had a service call, to my house (**** ******** ******* ********* *** **** *****). I had no heat, within my home, and the technician, had stated that I needed a “circulating/loop pump.” I was informed that this would cost me, out of pocket, after it was installed, a total of over $400.00. Over the past two decades, with HomeServe, I was provided, free of charge, a total of 4-5 loop pumps. This part is covered, under my HomeServe Premier Heat Plus plan. It states, within the contract, that loop/circulating pumps are covered under warranty. When I explained this, to the technician, he had mentioned that this could not be possible, but I have receipts that it was covered under warranty.
. Also, the fair market value of this part is by no means $430.09. This part should be less than $200.00. HomeServe has “subjective” prices and does not follow their own contract. HomeServe not only should have covered this part for me, as they had in the past, but they also double charged me for the part itself!
I pay an annual premium, and this should not happen, whereby I am being charged for a part which has ALWAYS been covered in the past. If HomeServe has decided to be more specific with “when” and “why” they have decided to no longer cover this part, then it should be spelled out, within writing, within the general contract. I do not believe that this, or any company, can legally decide to charge for a part, when it is in writing that it is a covered item under my contractor agreement.
Currently, I am asking for an immediate credit, to my credit card account, for the total amount of $439.09. I will also be disputing this charge, on my credit card, along with filing a formal complaint with the *** **** ***** ******** *******, and the ********** ** ******** *******. This sneaky means of trying to make a profit, from an existing, loyal, and long-term customer, is unacceptable, and it is illegal to breach a contract.Business Response
Date: 12/18/2024
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 December 17,
2024, and offered a refund for the part.
*** **** accepted this outcome.
We
trust this response satisfactorily resolves *** ****’ concerns. We appreciate
you bringing this matter to our attention and giving us the opportunity to
respond. We welcome *** **** to reach
out to us with any further concerns.Initial Complaint
Date:12/10/2024
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.
Work was done to clear clogged sewer lines.
Concrete pad was removed and then replaced with no apparent ability to pour a flat slab. The roughly 3' x4' new slab has a tilt of almost 3". It should be flat!
The grassy area that was torn up has never been reseeded and needs to be done.
There are stones and clay from all the digging and nothing is going to grow in the approximate 200sq. foot area.
I would like to see the job completed.
The original work was done in May of 24 by **** **** ********. the work is atrocious.Business Response
Date: 12/19/2024
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.
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