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:12/09/2024
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.
We ordered this service in May of 2024 and the a/c unit went out July 2024, we called Home Serv and they sent out a tech in July a few days after the call. We paid him the fee of $85, he stated the fan motor had gone out. He was going to call and get approval to replace it. He left called back the same day and stated it would be here in September. We waited and still no call or anything. We called Home Serv and was told that the claim had being cancelled, due to the fact we didn't call and inform them what the tech said. They told us that we should have called within 30 days and tell them the tech said it needed a fan motor. I told them that was crazy, it's your responsibility to contact the tech, not us. They sent another out the end of Sept. We paid him $85 and he said the same, fan motor was out. He left and in 15 minutes he called back and said they denied the claim. We then called back and cancelled the membership, but they are still charging my card, I had to call the bank. I called the company and the rep tried to tell me he didn't see the charge because the account had being closed. I asked for a supervisor and was told it take over 24 hours
Business Response
Date: 12/23/2024
We
are in receipt of the complaint filed by Ms. **** 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 Ms. ****, both through
phone calls and mailed letter.
Regrettably,
despite these attempts, our OTP representative was unable to contact Ms. ****
to address her concerns. We encourage Ms. **** to reach out to us at her
earliest convenience to discuss the repair.
We
appreciate you bringing this matter to our attention and giving us the
opportunity to respond.Initial Complaint
Date:12/09/2024
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 an issue w/ my heat. After 5 yrs or so of no service calls, I called in the late fall, for loss of heat. Then again this week. Thermocouple blew out each time. But the 2nd time, other issues also emerged. The gentleman replaced the thermocouple, but recommended I consider replacing furnace since it is older. I was open to this, although I wondered about other aspects of the furnace. I told him I was thinking of trying to set something up for the Xmas break, which he thought would be fine. I put aside the paperwork Fri night, ready to call Monday to set up dates. But by Sat late afternoon, the furnace was out again [<24hrs]. I could not re-start it, so set up another service call. However, I tried to speak to someone about my concern. The man I spoke with quickly cut me off, telling me that essentially any discussion of replacement meant it was basically not operable! I tried to explain to him that was not the conversation I had w/ his own provider. He interrupted to inform me there was already 'a service call set up for tomorrow'. I indicated I knew because I had already set it up. He quickly moved on again, and said so was " there anything else?" I was so shocked to be shut down so unceremoniously. So I simply responded: 'no'.
I will await tomorrow's repair person, but w/ much more suspicion & distrust. I will also take some time off work this coming week,to obtain a second opinion from a local contractor, recommended by a neighbor who's a plumber. Please note: I have been paying into multiple Home Serve Plans for years, so am stunned! I felt blindsided. If it were not for the rudeness, & manipulation of my conversation w/ their tech, I would be blissfully setting up an even bigger contract w/o considering a 2nd opinion.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.
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.
We appreciate you bringing this matter to our attention and
giving us the opportunity to respond.Initial Complaint
Date:12/06/2024
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 hold 7 services with HomeServe and have for about 1 year. In October I was reviewing my payments for the last few months. At this time I found I was charged twice for the month of September for each of my 7 services. In addition, I found that I was charged 3-4x my monthly amount for the month of May for all 7 of my services.
I called the billing department seeking assistance. They said they were unable to see my over charges for the month of May and was unsure why I was charged 2x for September. They requested I email them with documentation so they could look into that. I did as such outlining each charge.
I was told I would receive a call back within 48hrs from the supervisor Luis I spoke to that day. I never received a call. I called back again, department had to dig up my email. Told me I would get a call back. Never did. Called again, told I would get a call back never did. Called again, told I would get a call back…so on and so forth.
At this point it has almost been a month of just trying to have someone even look at the evidence and support me. It’s almost $200 in over charges.
I am not sure where else to go for support or a resolution at this time. I love HomeServes products but their customer support and they way they are doing business is really making me think twice.
Thank you BBB, I appreciate you looking at this and helping me.Business Response
Date: 12/12/2024
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, contacted *** ***** on December 9th, 2024, and clarified that the duplicate transactions she was seeing in the month of May were account adjustments to reflect discounts awarded by an agent she had spoken with on May 2nd, 2024. However, due to a system error, the discount was removed in September, and the customer was charged twice. We issued a refund for any overpayments and applied an additional discount as a gesture of goodwill. *** ***** accepted this outcome.
We trust this response satisfactorily resolves *** *****’s concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We welcome *** ***** to reach out to us with any further concerns.
Initial Complaint
Date:12/06/2024
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.
Bill due in quarters pd in full. Balance rolling past due, was told it would be credited, not done service interrupted, called placed back active.request supervisor twice no return 3rd call today spoke to ****** rep not understandingBusiness Response
Date: 12/20/2024
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 has been 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 20, 2024. *** ****** understood and agreed with our explanation of the charges that were in dispute
We trust this response satisfactorily resolves *** ******'s concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We welcome *** ****** to reach out to us with any further concerns.Initial Complaint
Date:12/06/2024
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 12/2/24 I called HomeServe to find out where the remaining 3 refunds to my account were going to happen. I was informed that the 3 charges of $9.99 each were refunded wrong and now they had to issue me a check. I explained how that would not work as they have caused my account lots of overdraft fees and that my bank will only reverse them once showing the return. I was told to email them my bank statement and they would issue me a check for the 3 $9.99 charges on top of all overdraft fees. I sent my bank statement to the email provided with attt mike and andrea like i was told. I then am informed today 12/5/24 by another rep there is no record of that conversation and no proof of them telling me to send my back account or have a supervisor call me like I requested. They rep would not let me talk to anybody and just kept saying there is no record, and a supervisor can call you back in 48 hours. I hung up called back and spoke to another lady who said her manager Tiffany told her to tell me they are working on it but could not give me any other info like where my bank statement went or anything else. I want to know where my bank statement went is my account in jeopardy when my check will be issued for all the amounts.Business Response
Date: 12/17/2024
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. ****** on December 11, 2024, and offered to process a
refund of the overdraft fees incurred. The member also confirmed that Ms.
******’s bank account statement was sent to the proper repository. Ms. ******
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. ****** to reach out to us with any
further concerns.Initial Complaint
Date:12/05/2024
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 maintained sewer service and repair coverage through Service Line Warranties (HomeServe) for many years. Over the past couple years my basement floor drain has backed up a few times. After having it snaked and scoped by a vendor most recently in April, 2024 it was determined that my lateral sewer line has a break and needs to be repaired. A claim was made to HomeServe for this work. After many months, the repair has not yet been scheduled. While there is a vendor in the area that has an agreement with HomeServe to do work, they don’t excavate and have not been able to procure an excavation contractor (or get approval from HomeServe) to do so. The original contractor has repeatedly stated that he has not received the needed information from HomeServe to proceed and that HomeServe gives conflicting information about the repair. At one point HomeServe apparently canceled the job. I have called HomeServe multiple multiple times trying to get help addressing this issue and am often told that someone will contact me from “cost authorization/approvals” - no one ever calls. And so again last night my basement floor drain backed up. I have a family of five and we can’t do laundry, wash dishes, take showers or even flush the toilet without having sewage back up into our home.Business Response
Date: 12/16/2024
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 5th, 2024, and discussed his complaint. After attending to *** ******'s home, he confirmed that his service repair was completed, and services were restored on December 10th, 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.Initial Complaint
Date:12/04/2024
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 sewer line protection with HomeServe. On 11/21/24, at 6 pm, I discovered I had a sewage back up in my basement floor drain. There was sewage coming up from the drain, spreading on the floor quickly. I made my first call to HomeServe at 6:19 pm. I was told there were no contractors available to send until the following day, between 9am and 12pm, more than 12 hours later! I explained this was an emergency situation, as the flood of sewage could jeopardize my furnace, water heater, and washer/dryer in the basement. I was put on hold many times, cut off several times, and made several call backs to them, begging them to send a contractor to help. I asked that a Supervisor call me, and promised that one would, and then no one called back. On one of the calls to HomeServe, an employee by the name of Sabrini told me that if I could find a local contractor to come immediately, since it was an emergency, HomeServe would reimburse me for the service call. She told me to call back with the contractor information. I was able to find a local contractor to come clear the sewer line. When I called HomeServe back, I was told they would have to call me back, and no one did. I also told them I did not need the service call that they scheduled for the next day, since the emergency had to be dealt with immediately, not 12 hours later. I made several more calls over the next few days, and now I am being told there is no record of anyone offering me a reimbursement. I am also being told that I have to give them 24 hours to respond to an emergency. This seems absolutely ridiculous, that I would wait 24 hours, as my basement was flooding with sewage.
This is horrible customer service, and I would say paying a monthly fee to have this so called coverage is a complete waste of money. I would like a reimbursement of the expense I paid out of pocket for the emergency sewer call, since HomeServe was not able to provide the service they promised to provide in a timely manner.Business Response
Date: 12/16/2024
We are in receipt of the
complaint filed by Ms. ******* 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 Ms. ******* on December
12 and offered reimbursement for her sewer line repair. 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.Initial Complaint
Date:12/03/2024
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 2 accounts with home serve one for electric and one for sewar/ septic which is 89, yearley , some how i also have ben getting billed for 2 additional sear/septic for 143.00 each deducted twice as seen on my CC statement (scr0ll down on the document) i cancelled the 143. tonite so i wouldnt be renewed again and i still kept the sewar septic one for 89. so ive ben charged 89.00 legit, and 2 at 143.00 as a duplicate to the same service, i called and i spoke with a supervisor spen over an 1/2 hour on the phione and got nothing resolved
********* service agreement duplicate, and charge twice
account ********* legit 89.00Business Response
Date: 12/13/2024
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 9th, 2024, and offered clarification on
the charges in question. The two charges believed to be for duplicate plans
were for two different plans: Interior Plumbing and Drainage and Exterior
Sewer/Septic Line. The OTP member clarified the four charges were for four individual
plans that she holds. **** **** 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:12/03/2024
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 called HomeServe to report my sewer problem on 11/06/2024. I then called back on 11/7/ 24 to make sure they had me listed as an emergency since I had not heard from plumber and had to vacate my home. Their Plumber contractor ******** ***** finally came out on 11/9/24 and tried to snake the line which was collapsed. HomeServe had to approve a camera appointment which was approved on 11/11 and plumber scheduled on 11/13/24. Repair was approved on 11/14/24. Plumbers next available appoinment for repair was 11/22/24. I called HomeServe to ask for another plumber since it was another 8 days. HomeServe stated I would have to start the whole process over again. My whole family could not stay another week in hotel rooms. I called a local plumber and my sewer line was repaired in less than 24 hours. I want to be reimbursed the $4300 I had to pay for repair. As an emergency and being displaced from my home I feel that was absolutely ridiculous to take 16 days to complete repair. This was third time HomeServe came out for the same problem which I thought was repaired on 11/17/2023. According to Homeserves covered repair guarantee the contractor should have been responsible for not doing the repair correctly on 11/17/2023. I would not be surprised that ******** ***** was aware of that and scheduled my repair after the 12 month window. Their contractor is also not recommended by the BBB.Business Response
Date: 12/11/2024
We are in receipt of the complaint filed by Cheryl Elisii
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, reached out to *** ****** on December 9th, 2024, and
advised HomeServe would be providing the full reimbursement of her costs. We
advised to allow 30 days for the reimbursement to be processed. *** ******
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.Business Response
Date: 12/11/2024
We are in receipt of the complaint filed by Cheryl Elisii
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, reached out to *** ****** on December 9th, 2024, and
advised HomeServe would be providing the full reimbursement of her costs. We
advised to allow 30 days for the reimbursement to be processed. *** ******
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: 12/11/2024
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,
****** ******Customer Answer
Date: 12/11/2024
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:12/03/2024
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.
We submitted a claim on 11/25 for a sewer backup in our basement. It is now 12/3 and we have called this company countless times trying to get someone to come out and repair the sewer line. We still have no resolution and are simply told that someone will be reaching out to schedule the job. It has been 8 days of this with no functional plumbing in the house. We have found a reputable local company willing and able to do the work and they will not schedule the job with this company because they are out of network, even though no one in their network will show up or make the repair. This feels like a complete scam.Business Response
Date: 12/17/2024
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 working with Mrs.
****** to resolve the issue to her satisfaction.
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 Mrs. ****** on December 6, 2024, and offered reimbursement. Mrs.
****** accepted the proposed resolution and agreed to submit the necessary
documents to move forward with the request.
We appreciate you bringing this matter to our attention and
giving us the opportunity to respond. We welcome Mrs. ****** to reach out to us
with any further concerns.Customer Answer
Date: 12/23/2024
Complaint: ********
I am rejecting this response because our insurance claim is still pending.
Sincerely,
***** ******Business Response
Date: 12/27/2024
We are in receipt of the complaint rejection filed by *****
****** 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 Mrs. ******’s complaint rejection, a member
of HomeServe’s Office of the President (OTP) called Mrs. ****** on December 27,
2024, and confirmed the reimbursement request was approved and is processing. We also advised to allow 30 days for
receipt. Mrs. ****** accepted this
outcome.
We appreciate you bringing this matter to our attention and
giving us the opportunity to respond.
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