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  Unpublished Fresno, CA 93722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

• 

  HomeServe USA

  PO Box 1656 Marietta, GA 30061-1656

• 

  HomeServe U S A

  PO Box 3452 Seattle, WA 98114-3452

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:06/05/2025

  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.

  I have had Homeserve Electric protection for over 3 years. Last month a tree fell on my power line and I contacted Homeserve on May 9 to send an electrician to survey the damage. No one ever contacted me. I called a second time to complain on May 28 and again no contact. I called again for the third time. I wanted to speak to a manager but was told no. The customer service rep said he contacted a local contractor and he would call me within 1 hour. It has now been 2 hours and no contact. I pay for a service that should be handled asap especially electric. I have no idea who to contact at this point. I will be seeking a refund of all monies paid over the duration of my contract and cancelation of the plan. If warranted, an attorney may be necessary as this is an electrical issue and a possible danger to my home.

  

  Business Response

  Date: 06/24/2025

  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 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 6/23/2025, and provided a refund for the premiums
  paid into the policies current term.
  
  We trust this response satisfactorily resolves ****** ******* concerns.
  We appreciate you bringing this matter to our attention and giving us the
  opportunity to respond. 

  

  Business Response

  Date: 06/24/2025

  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 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 6/23/2025, and provided a refund for the premiums
  paid into the policies current term.
  
  We trust this response satisfactorily resolves ****** ******* concerns.
  We appreciate you bringing this matter to our attention and giving us the
  opportunity to respond. 

  Customer Answer

  Date: 06/27/2025

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

  Customer Answer

  Date: 06/27/2025

  
  
  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:06/02/2025

  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.

  I have had Homeserve send out 4-5 contractors to fix some housing issues that I have had and the companies they sent did not resolve the issue and some of them made it worse. I paid a professional company to come inspect the issue and they found the issue within 15 minutes. Homeserve is refusing to pay for it even though it has been covered for years. Obviously if they have sent 4-5 companies out over the past few months it is a covered issue. I've emailed and spoken to them on several occasions and they keep giving me the run around. This issue has made me sick and has caused me health issues. All I'm wanting is for them to please come repair the issue.

  

  Business Response

  Date: 06/20/2025

  We are in receipt of the complaint filed by **** ******** and regret to learn of his dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer
  satisfaction of utmost importance. We 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 Mr. ******** on June 20th, 2025 and, after
  receiving a copy of a paid invoice, offered to reimburse Mr. ******** for the
  repairs performed by his hired service provider. Mr. ******** accepted this outcome.
  
  We trust this response satisfactorily resolves Mr. ********’ 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: 07/05/2025

  For some odd reason the typing on the last message did not come out correctly. Molly from Homeserve went above and beyond.  She took her time and went over everything with me.  We both agreed that this was a covered issue.  She expedited the repair work and Homeserve paid in a timely manner.   I will keep my membership with Homeserve and recommend them to several of my friends.  Homeserve should have more dedicated and hard working employees like Molly.  Thank you so much!

• Initial Complaint

  Date:06/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Water Heater Reimbursement Denial – ************** | Plan #*********
  
  Description:
  
  I have a warranty plan with HomeServe USA (Plan #: *********) that covers water heater repair and replacement. In November, I contacted them because my water heater was not functioning and was told it was not repairable and needed to be replaced.
  
  After the initial call, HomeServe failed to follow up. I waited over two weeks, calling multiple times, but only received vague responses about “reviewing the policy.” As time passed and the situation became urgent, I asked about alternatives. A representative told me I could replace the unit myself and later file for reimbursement.
  
  Due to financial limitations, I could not act on that guidance until April. At that point, I contacted HomeServe again, and a representative initiated a new reimbursement request (ID: **************) and emailed instructions for submission, assuring me I could still file a valid claim.
  
  I submitted the required documentation, but my claim was denied because it was “more than 90 days after the initial issue.” This is unfair and misleading, especially since:
  
  The 90-day policy is not mentioned in any official documentation I received
  
  A HomeServe agent created the new claim and guided me through it in April
  
  The original delay was due in part to HomeServe’s own lack of action
  
  I requested a written denial and was told HomeServe does not provide written confirmations of claim denials, which is unacceptable.
  
  I am requesting that HomeServe:
  
  Approve reimbursement request **************

  

  Business Response

  Date: 06/05/2025

  
  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.
  
  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 June 4th, 2025, and provided
  clarification on our position regarding the request for reimbursement.
  
  We trust this response satisfactorily resolves Mr. ********** 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.

   

  Best Regards, 

  Customer Answer

  Date: 06/08/2025

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

  I am writing to formally express my concern regarding the denial of my reimbursement claim.
  I submitted the reimbursement request the very next day after the service was completed, following the guidance provided by your customer service representative. However, I have now been informed that my claim is being rejected on the grounds that the representative did not provide correct information when submitting the claim on my behalf.
  This situation is highly concerning, as I acted in good faith and in a timely manner based on the instructions given to me by your own staff. I respectfully request that you review this matter again, considering the circumstances and the fact that the misinformation originated from within your organization.
  Please let me know the next steps for escalating this issue if necessary.

   

  
  Sincerely,
  
  
  
  ******** **********

  

  Business Response

  Date: 06/17/2025

  We are in receipt of the complaint filed by ********
  ********** and regret to learn of his continued dissatisfaction. HomeServe USA
  places our customers at the heart of everything we do and considers customer
  satisfaction of utmost importance. We take customer complaints seriously and
  are pleased 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 Mr. ********** on June 10th, 2025, and provided the
  customer with the requested resolution.
  
  We trust this response satisfactorily resolves Mr. **********'s
  concerns. 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.

   

  Best Regards, 

  Customer Answer

  Date: 06/22/2025

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

  

  Business Response

  Date: 06/23/2025

  HomeServe received the response from ******** **********.  We are pleased to know the resolution
  provided is satisfactory.  We welcome ********
  ********** to reach out to us with any further concerns.

  Best Regards, 

• Initial Complaint

  Date:06/02/2025

  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 purchased an exterior water line protection program from Homeserve a couple years ago. In February 2025, the water line in my front yard sprang a leak. Homeserve hired **** *** *********** to make the REPAIR. **** *** did nothing for two months, while the water continued to leak. I complained to no avail until finally the front porch started to sag. I found someone else to do the actual REPAIR. Which they did within a couple hours of starting work. Homeserve, without my knowledge or authorization had already paid **** *** *********** approx. $4000 of my total benefit for REPAIRS. **** *** had done NOTHING. In the two months that **** *** lied about getting around to doing the repair - hey, its just a tiny leak, no damage is being done - the leak continued unabated until a void formed in front of the house and my front porch started to sag. This increased the cost of repair drastically. Homeserve is responsible for the additional damage to the front porch and my house structure. The policy clearly states that the benefit is for REPAIR. A copy of the policy and the REPAIR bill have been uploaded. Homeserve advertises themselves as a protection plan - not ONCE in their literature do they state the truth - which is that they are a dishonest Warranty business. Therefore, the ******* ********* ********** will not hold them accountable.

  

  Business Response

  Date: 06/24/2025

  We are in receipt of the complaint filed by *** ****** and
  regret to learn of her dissatisfaction. HomeServe USA places our customers at
  the heart of everything we do and considers customer satisfaction of utmost
  importance. We take customer complaints seriously.
  In response to the complaint, a member of HomeServe's Office
  of the President ("OTP") conducted a detailed investigation. 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.
  We appreciate you bringing this matter to our attention and
  giving us the opportunity to respond.

• Initial Complaint

  Date:05/30/2025

  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.

  Aug 2019 to June2025 Charges of $8.49/mo for home gas line protection applied to ****** ***** ****** bill. Authorization for this plan was never authorized. Home Serve u able provide any documentation of authorization of plan. Plan cancelled May 30, 2025 when I became aware. I have had a gas leak that was repaired and also gas lines replaced to pool that were paid for out of pocket, which clearly indicates I was not aware of this plan. Would like to be refunded for plan I did not sign for or authorize.

  

  Business Response

  Date: 06/11/2025

  We are in receipt of the complaint filed by **** ************ and regret to learn of her dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously and are happy to report that the issue is resolved.
  
  In response to this complaint, a member of HomeServe’s Office of the President conducted a detailed investigation of the issue and as a result, called Ms. ************ on June 11th, 2025, and provided her with the requested resolution. 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 her to reach out to us with any further concerns.

• Initial Complaint

  Date:05/29/2025

  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.

  I am complaining about this Protection Service that I had ever since 2022 that is connected to my water bill. In 2022 up till the begin of 2024 my bill was $8.44 a month but when my old planed ended they sent me a new plan I first marked the $16.48 box but scratched it out and marked $8.99, but has you see there is a light line in the $16.48 box and they erased the $8.99 box. I never paid attention to my contact until I had a small leak and needed some service so I called the plan last week and they said someone would come out with no charge to fix the problem. Which they did I had to wait from 8:am till 6:pm and then they left a mess and never cleaned up anything. But the main problem is the 2024 contact that I finally looked at on the back of the water bill that some prices was $9.77, $18.77, $19.98, $17.70 and $24.19. So I called them and they where not making any sense so I told them I'm cancelling the service and they said it would take 2 to 3 month for it to go through the system. So I went on line to cancel all the services and on line it said it would be cancel immediately. I am just making sure they no longer charge me and give me back my money for over charging me.

  

  Business Response

  Date: 06/16/2025

  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 June 17th, 2025, and clarified any monthly price changes
  that were due to annual price increases or new enrollments. The member offered
  a partial refund, and 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.

  Customer Answer

  Date: 06/18/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory. I did call the water company to make sure Home Service cancelled my service's on their bill and told them the problems I had to deal with. Home Service said they would refund me my money so helpfully they will so I will not have to write Better Business again.  Thank you Better Business for being out there to help us with our battles.
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:05/29/2025

  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.

  Every month Home Serve deducts $65.12 for Premier Heating and $12.99 for Water Line Coverage. This month that did not occur & they do not know why. Spoke with "Supervisor Ethan" & he claims the back office is very busy. He offered a $100 discount to offset these charges. Told him to keep it. They are messing up my accounts!!!!! They said I was paid up until August 2025. How can that be if the money was NOT taken out. I'm really getting disgusted with Home Serve. I just want them to deduct the appropriate monthly amounts for these coverages. Seems like no one has an answer for me. Please assist in this matter. Thank you.

  Customer Answer

  Date: 05/29/2025

  Today I saw a $29.44 deduction from my account for Home Serve.   I was not notified of such charge. I am totally disgusted w this company.  Waiting again to hear from “Supervisor “.  Please assist in this matter.  Thank you. 

  

  Business Response

  Date: 06/10/2025

  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 working with *******
  ******** to resolve the issue to her satisfaction.
  
  We appreciate you bringing this matter to our attention and
  giving us the opportunity to respond. We welcome ******* ******** to reach out
  to us with any further concerns.

• Initial Complaint

  Date:05/28/2025

  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 had Homeserve for a few years. I now have broken water pipes in front of my home, I have no water. This is covered under my policy. Homeserve is REFUSING to repair, CANCELING my policy, LYING that I had a contractor come over, when THEY sent the contractor. They are just trying to get out of this repair that is estimated BY THE PERSON THEY SENT, to cost around $10,000. They just dont want to do it. It is a scam service, they pick and choose what they want to repair, smaller things, and not adhere to their own policy.
  
  I want this water problem fixed immediately by them, or a minimum of $10,000 to find someone to repair it.
  
  I contacted my home insurance, who contacted Homeserve on my behalf, and got the same lie that I hired someone on my own. I DID NOT CONTACT ANYONE BUT HOMESERVE! that would be stupid since i knew my policy covered this.
  
  I will never recommend this company, they are causing me major distress without water, and I will share this problem with my family, friends and neighbors to NOT BUY A POLICY. They are are being frauds in my opinion.

  

  Business Response

  Date: 06/10/2025

  *** ********
  
  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.
  
  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 May
  29th, 2025, and provided clarification on her claim.
  
  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.

   

  Best Regards, 

• Initial Complaint

  Date:05/28/2025

  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.

  On 3/1/25 I contacted Homeserve USA about the floor drain in my laundry room backing up when I use my washer. long story short they have failed to correct the issue pleae see attache

  

  Business Response

  Date: 05/30/2025

  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 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: 06/05/2025

  Homeserve contacted me about the issue, but thier response is unsatisfactory at this time. This is were we are at. they offer two service calls at $2500 each. This is my first service call. They say i have $1085 avaiable on this call and that i would have to pay $1560. $1085 + $1560 = $2545. So if they had done the job right on the first service call and not 6 service calls later i would only be responsible for $45. Based on the numbers they gave me (above) They offered to remove two calls a=that amount to $400. That is not acceptable to me. Their technical staff decides what gets done, not me. They dropped the ball and need to pick it up.

  

  Business Response

  Date: 06/20/2025

  We are in receipt of the rejection filed by Mr. *******
  ******** and regret to learn of his continued dissatisfaction. HomeServe USA
  places our customers at the heart of everything we do and considers customer
  satisfaction of utmost importance.

   A member of HomeServe’s
  Office of the President (“OTP”) completed a detailed investigation of the complaint,
  and as a result, called Mr. ******** on May 30th, 2025, and explained
  that as previous repair attempts had been made, the service providers
  dispatched were paid for services which were deducted from his benefit limit. This
  is the standard process, and claims were processed correctly based on the OTP member’s
  review.

   After reviewing the
  information provided by Mr. ********, however, the member did offer to credit back for two
  claims toward his benefit limit, which Mr. ******** declined. Based on the information
  provided at this time this offer stands.

  We appreciate you bringing this matter to our attention and
  giving us the opportunity to respond.

• Initial Complaint

  Date:05/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have HVAC and appliance repair plan (and replacement assistance) through a company called HomeServe that also goes by the name HomeSmart. My water heater was leaking in January so I called for an inspection and they yellow tagged the unit. I reviewed the terms and conditions on the homeserve.com website and the plan documents showed my covered repair limit as $1,500. I proceeded to replace my domestic water heater and submitted a reimbursement claim to homeserve, but they are only reimbursing me for $450. I have attempted to resolve this issue directly with homeserve on multiple phone calls, but they will not honor the terms and conditions for my plan.

  

  Business Response

  Date: 06/24/2025

  We are in receipt of *** *** **** ****** complaint, and your correspondence. We are sorry to hear of the dissatisfaction *** *** **** **** experienced recently in connection with their HomeServe contracts. HomeServe takes customer complaints seriously and welcomes the opportunity to investigate any complaints brought to our attention.
  
  According to our records, *** *** **** ****** Water Heater Repair/Replacement Assistance coverage was migrated to HomeServe on March 1, 2024, following our acquisition of the HomeSmart book of business from **** ******. Their service agreement from HomeSmart remains in effect and may differ from the standard terms currently published on our website. Per the terms and conditions at the time of the migration, the section entitled, “What will happen if We cannot repair Your Water Heater”, states that if the water heater cannot be repaired, “We will provide You Replacement Assistance of $450 towards the purchase of a comparable replacement.” This clause has been correctly applied in processing their reimbursement claim.
  
  The most recent version of *** *** **** ****** applicable terms and conditions was mailed to them on November 30, 2024, and again on January 6, 2025, well before we received their reimbursement request. These are the terms under which the claim was reviewed and processed.
  
  In response to *** *** **** ****** complaint, a member of HomeServe’s Office of the President (“OTP”) conducted a detailed investigation of the issue and determined that we have fulfilled our contractual obligations by issuing the reimbursement amount outlined in their service agreement. Accordingly, no additional reimbursement is warranted for this case at this time. We thank you for bringing this to our attention and providing the opportunity to respond.