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 Service USA Corp

  On File with BBB Nashville, TN 37219

• 

  Home Emergency Insurance Solutions

  Unpublished Fresno, CA 93722

• 

  HomeServe USA

  PO Box 1656 Marietta, GA 30061-1656

• 

  HomeServe USA Corp.

  PO Box 4067 Portsmouth, NH 03802-4067

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:12/02/2024

  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.

  On 11/22 I had ****** ******** come out to look at why the toilet was flushing slow. When they arrived they verified that the toilet flushed slow. They then did a camera inspection and found a blockage, some bellies, and a separated terra cotta pipe. they recommended sewer replacement. At that point I called HomeServe for them to come to take a look at the pipe. I have a plan that states what is covered is a leaking system pipe that take wastewater from your home (which is the pipe that is separated) and for covered repairs there must be an operational failure (separated piped is an operational failure). HomeServe sent total plumbing to come and take a look at the issue. All he did was ask me a few questions and said that HomeServe would be calling me. I missed work to meet someone at the house for a conversation that could have happened over the phone. I called HomeServe and they stated that because I had a previous company come out and clear the clog that they could not do anything for me because I should have called them first. Why would I call them for a slow flushing toilet? Thought I needed a new toilet. Well I guess I was suppose to. It says that I need to call for covered repairs, which a separated pipe is a covered repair not a slow flushing toilet. I spoke to Tanisha at HomeServe and even told her that I would l have another company come out to put a camera in the pipe but all she kept saying was its not covered I should have called them first. I want them to fix what is covered I paid for the policy. I will also file other complaints and reviews until I get this fixed. This is completely unfair and I feel like it is discrimination, that they will find any reason not to cover the repair.

  

  Business Response

  Date: 12/13/2024

  We are in
  receipt of the complaint filed by ****** ******’s 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 are awaiting a diagnosis of the issue at *** ******** home, as a network contractor has been to the home to camera the sewer
  line.

  Customer Answer

  Date: 12/13/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: still waiting to see if they are covering the repairs. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 12/27/2024

  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 3, 2024. A service call was deployed, and a repair was made. *** ******
  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: 12/27/2024

  
  
  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:11/22/2024

  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.

  Jan 8 2023. I paid Homeserve $2039 for hot water installation. They force fit the pipes over the heater. It damaged the pipes causing a slow leak that damaged the hot water heater which is under warranty (see rust in the part that cannot be replaced in the attached picture). Thier technicians inspected the HVAC during 2 tune ups and never reported the problem to me. The attached letter documents the serious issues with their customer service. There is one help desk number to call. You cannot call anyone that you spoke with. Their management does not return calls. I attached the letter to the President of the HCAC division. As of 11/22 they have no made any response after the initial visit by the technician. They have not tried to resolve the problem. I need a new heater with a proper installation replacing the damaged pipes

  

  Business Response

  Date: 12/04/2024

  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.

  A member of our Office of the President Team (“OTP”) reached
  out to *** ******* and has arranged for a Field Service Manager to attend his
  home on December 6, 2024, to assess the situation further.

  We appreciate you bringing this matter to our attention and
  giving us the opportunity to respond. We look forward to working with Mr.
  ******* to reach a mutually agreeable resolution.

  Customer Answer

  Date: 12/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the response from homeserv is premature.   The local manager who never contacted me since Nov. 8, has scheduled an appoitment with me for Friday, Dec. 6 to view the damage to my hot water heater from the installation.   When I meet with him, I will have a better assessment of whether there was any progress.   However, I don't want to close this complaint until the repair is completed.
  
  
  
  Sincerely,
  
  
  
  *********** *******

  Customer Answer

  Date: 12/12/2024

                 I am very satisfied with the professionalism of the local staff.    They were pleasant to talk to and did an excellent job addressing my issues.    Please close the complaint.  Very satisfied with the resolution.

  

  Business Response

  Date: 12/13/2024

  In response to this complaint, HomeServe’s local Field
  Service Manager conducted a detailed investigation of the issue and as a
  result, visited *** *******’ home on December 6th, 2024, diagnosed
  the issue, and arranged for further repairs to be performed. The repairs were
  completed on the morning of December 12th, 2024. *** ******* 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:11/22/2024

  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 acquired a HomeServe policy months ago for my gas water heater, but the service has been frustrating and inadequate.
  Technician Issues: The first technician couldn’t access the water heater due to the crawl space door size. This should have been disclosed upfront, as access is critical. A second technician also failed to access the unit.
  Contractor Concerns: A contractor from ****** *** arrived smelling of alcohol and cannabis. Without going under the house, he claimed the exterior vent caused the issue, which is implausible given it’s been in place for years. Despite this, he said HomeServe would replace the water heater.
  Customer Service Problems: When I contacted customer service, they contradicted the contractors, saying the water heater would not be replaced. I endured long hold times and was transferred to the retention department, where I received vague answers. The representative refused to confirm whether the water heater would be replaced and instead kept reading the contract. She also laughed about my lack of hot water and pressured me to cancel the policy, offering a $29 refund, which I did not request.
  Unacceptable Resolution: The retention representative canceled my policy without resolving the issue or clarifying if I could pay the difference for the replacement. Contractors promised one thing, but representatives said another.
  Resolution Requested: I ask for HomeServe to fulfill the service their contractors promised—replace the water heater, allowing me to cover any cost differences if needed. I also request a clear explanation of their policies to prevent future misunderstandings.
  This complaint is supported by recorded calls and security footage. I expect fair treatment and resolution. I trust the Better Business Bureau will ensure accountability and help resolve this matter fairly and promptly. The contract should outline what are considered abnormal situations and not have retention representative reading contracts

  

  Business Response

  Date: 12/03/2024

  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.
  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 his concerns. We encourage *** *****
  to reach out to us at his earliest convenience to discuss the repair
  repudiation.
  We appreciate you bringing this matter to our attention and
  giving us the opportunity to respond.

  Customer Answer

  Date: 12/11/2024

  here is the email I sent over to the company. 

  The last communication from you indicated that you would review the recordings. I trust that you have also reviewed the overseas call recording related to this issue. Based on my research, your company appears to have multiple complaints about similar situations, where representatives claim these are "abnormal circumstances."
  When the plumber visited our home, we were informed that we were outside the 90-day grace period, which feels unfair. We were 76 or 77 days in the grace period. However, I understand your contracts dictate this policy. That said, during the visit, the plumber spoke with one of your representatives who assured us that the hot water tank would be replaced if we called back. Hopefully, these are some calls you've listened to too. 
  Following those instructions, we initiated another service request. Unfortunately, the technician who came out could not fit under the house. The third technician, however, made assumptions about the issue without inspecting the house at all. His conclusions were made at ground level. Moreover, his behavior was unprofessional, requiring me to sign forms I was uncertain about. He insisted that I must sign before he could proceed with the work. Later, he knocked again, stating he didn’t need to go under the house and declared the issue was a disconnected pipe causing the water heater to malfunction.
  Given the assurance provided by your representative about replacing the hot water tank, I believe this commitment should be honored. Despite this, we had to purchase a new water heater ourselves to prepare for hosting Thanksgiving, as my brother, who is a veteran, asked us to host the holiday gathering. While this might not resonate with your office, it highlights the urgency and frustration we experienced.
  We’ve resolved the issue ourselves, but this ordeal has been disappointing. I feel compelled to share my experience with others through any platform available, as I believe your service has not lived up to its promises, especially in rural areas.
  At the moment all I can say is God made a way for us, but your company did nothing to assist us or resolved the issue. As stated before I will use every platform I am on to explain to others how and why individuals should avoid using your services. 
  
  

   

   

  

  Business Response

  Date: 12/23/2024

  We are in receipt of the complaint rejection filed by *** ***** and regret to learn of his dissatisfaction. HomeServe USA places our
  customers at the heart of everything we do and considers customer satisfaction
  of utmost importance. We take customer complaints seriously.
  In response to *** *****’s complaint, a HomeServe Office of
  the President (OTP) representative contacted him on December 19, 2024, to
  address his concerns and offered clarification of his coverage. The OTP member advised
  that due to the coverage being cancelled and according to the service agreement
  exclusions, the following is not covered: “5. Any replacement, correction,
  upgrade, or move of Your existing System in order to meet any code, law,
  regulation, ordinance, or utility directive, if not directly related to the
  necessary Covered Repair.”
  We acknowledge *** *****’s continued dissatisfaction but
  maintain that our investigation and resolution align with the terms of his
  service agreement and are both fair and consistent.
  We appreciate you bringing this matter to our attention and
  giving us the opportunity to respond.

• Initial Complaint

  Date:11/18/2024

  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.

  Hello,
  
  My name is ***** ******** I had an issue with my outside sewage pipes and filed a claim with Home Serve on November 5th, 2024. Its November 18th and nothing has been completed. We are not able to use any of our bathrooms or showers.
  
  Each and everytime we call Home Serve, they give us the runaround or another excuse why our pipes are not being fixed and continue to delay it. Each time I talk to a Home Serve representative, I get a different excuse.
  
  For instance, I received an email today that states that our service is complete. I tried calling Home Serve, but the systems were down, and they could not help. This has happened numerous times. This is one of many instances that have resulted in the delay of fixing our sewage pipes.
  
  I have paid my home serve fees for more than 6 years, never late and this is how my family and I are treated. This is terrible customer service. I have to call every day to try to make them do something but they keep delaying it.
  
  It is not my job to facilitate communication with Home Serve or its partners. Its been two weeks and nothing.
  
  Warm Regards,
  ***** *******

  

  Business Response

  Date: 11/27/2024

  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 Mr. ******* on November 25th, 2024, and confirmed
  that the repair had been completed. A gratuity was sent to Mr. ******* as
  compensation for the repair delay.
  
  
  We trust this response satisfactorily resolves Mr. *******’s
  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.

• Initial Complaint

  Date:11/18/2024

  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 contacted HomeServe on Thursday 11/14/24 regarding a pipe that was connected to my garden hose spicket. The garden hose spicket broke off and cracked the pipe that it was connected to it.
  The HomeServe rep stated he would send it to a plumber to get it repaired, he did not inform me it wasn't covered by my policy. He informed the plumber ultimate drain cleaning and service that there was a sewage leak, which was totally false and incorrect. On Friday 11/15/24 I took the day off from work to wait for the plumber. The plumber came to my house around 1130am ET. He informed me that the repair to the water hose spicket pipe wasn't cover and it would be $300 to repair. I contact HomeServe again around 1230pm ET to ask them why it wasn't covered for repair. The HomeServe rep stated it was covered and she create a new work order to send to the plumber. I once again asked her and said 'so to confirm this will be cover and you will pay the plumber for this repair", she stated yes. Around 2:52pm ET I received a call from HomeServe stating it wasn't covered and I would have to pay out of pocket. The rep stated she didn't know what the other reps told me but that's their policy it's not covered. I spoke to a manager a few minutes later and he stated the same thing. He's not sure what the other reps told me but it wasn't covered. They stated all their calls are recorded so they can review them. No one at this company knows what's cover and what's not. I was lied to twice, made to waste my time this Friday, 11/15. They promised and stated it was covered for repair by them but backed out later stating they can't cover it because that's what their policy states. This would have all been resolved if during my first phone call to HomeServe I was informed it wasn't covered.

  

  Business Response

  Date: 11/22/2024

  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 November 19th, 2024, apologizing for the
  incorrect denial of his claim and offering to re-deploy our network provider to
  cover the needed interior water line repair. 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.

• Initial Complaint

  Date:11/18/2024

  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 contacted them on 101824 re a waterleak that was confirmed by a plumber It took 4D before I was contacted with an appt for the 1st plumber he stated the utility lines had to be marked that was done he said a leak detector co had to come out done he said the utility lines had to be remarked again all done he showed up 1w later at night and said he had to retake measurements this was the 1st visit you never took them next wk I called to confirm his appt and he said he had to take measurements again that was done last wk nothing had changed i called homeserve and complained about the slow service on 111224 and was assigned another plumber appt made 1113 they canceled it remade it for 1114 they canceled it again appt made again for 1115 w/o my input i had a previous appt changed the time to 8am never called showed up while I was leaving showed him where the leak was and went to my appt received a call from Michelle at 1059 stating that 1 repair was made but the other one was under the concrete sidewalk that he could not get to i informed her that the previous leak detector co communicated to them and the 1st plumber it was under the sidewalk not the house she said she would call me back after calling the plumber Michelle called back at 1141 and stated that the new plumber would call me back with a time that another leak detector co would come out. I never received a call i called the plumber and found out that the information homeserve gave me was not the same information they gave homeserve I have been lied to by Homeserve my calls where documented on a recorded line indicating what Michelle stated the plumber would contact me but when I called homeserve back I was simply told this was not covered when talking to the plumbing co she stated that he did not turn the water off so the so called 2nd leak could not be confirmed homeserve is deceitful and dishonest 4 weeks and still waiting for a repair and honest response

  

  Business Response

  Date: 11/26/2024

  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 Mrs. ********** on November 20th, 2024, and confirmed that the
  repair had been completed the previous day to Mrs. **********’s satisfaction.
  
  We trust this response satisfactorily resolves Mrs.
  **********’s concerns. 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.

• Initial Complaint

  Date:11/15/2024

  Type:Sales and Advertising 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.

  Company and its affiliate *** ***e mailed to my condo 4 solicitation letters since June 28, 2024. On September 7, I sent them a “cease and desist” letter. A couple days ago, they sent me a solicitation letter dated October 15. The letters provide a phone number to call for removal from the mailing list. I called the number. The representative said he couldn’t do so. I asked for a supervisor. He put me on hold. No supervisor picked up.

  

  Business Response

  Date: 11/20/2024

  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, found that *** ********
  was added to our Do Not Mail and Share lists as of September 16th,
  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: 11/21/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Claim they removed from mailing list 9/16 yet still mailed me a 4th solicitation dated 10/15.
  
  Sincerely,
  
  
  
  ***** ********

  

  Business Response

  Date: 12/02/2024

  We are in receipt of
  the complaint rejection 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.
  
  In response to this
  complaint rejection, a member of HomeServe’s Office of the President (“OTP”) reached
  out to *** ******** to learn more about the mailers he received after being added
  to our Do Not Mail and Share files. When adding customers to our Do Not Mail
  and Share files there can be isolated delays for requests to be fully implemented
  across our system. The OTP member has confirmed internally and with our data partners
  that *** ******** has been added to the Do Not Mail and Share file and should
  no longer receive future solicitations. We apologize for any additional
  inconvenience caused.
  
  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:11/14/2024

  Type:Customer Service 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’ve been on the phone on hold for over 30 minutes by this rep with the name of teraice
  She is clearly under some type of influence and her behavior is affecting me. That’s what I’m assuming a formal complaint with the ******* ***** ********** is it possible that you guys hire people like that and she’s being sarcastic and rude that time by putting Hole for over 30 minutes without even coming back to the line once is this HomeServe treat customers is that you guys treat to treat customers?
  My issue is not resolved and I need a tech asap.
  The rep refused to assist . I’m submitting the complaints right now so contact me asap
  I’m attaching this email r to my complaint
  U can email me if I am not reach over the phone
  ******************

  

  Business Response

  Date: 11/27/2024

  We are in receipt of the
  complaint filed by Mr. ******* ******* 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 we have resolved this issue.
  
  In response to this complaint,
  a member of HomeServe’s Office of the President (“OTP”) conducted a detailed
  investigation and as a result, spoke with Mr. ******* on November 22, 2024, and
  confirmed that he had an appointment with a HomeServe network provider that day.
  On November 26, 2024, the OTP member confirmed that a repair was completed and
  the power was restored.
  
  We
  trust this response satisfactorily resolves Mr. *******’s 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: 03/12/2025

  Your service rep by the name of Alex is incompetent to resolve a simple issue and also is rude like most of ur reps In reference to HomeServe plan ********* I was offered $50 refund and the plan for 5 a month with a discount I’m still being charged 9.99 Please fix it and provide the refund . It was supposed to start in February I also email your billing support and that was a total waste of time . I’m report the issue to ******* ***** ********** and other gov agencies as well.

  
  

  

  Business Response

  Date: 03/19/2025

  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 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, contacted *** ******* on March 17, 2025, and explained how the discount was applied to the contracts in question. *** ******* 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.  

• Initial Complaint

  Date:11/13/2024

  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.

  An appliance reimbursement check [#****** - **** **** ***] for $750 from HomeServe [an **** ****** affiliate] was sent to my deceased husband of more than 3 years. I requested his name be removed from their plan two years ago; my ~$60/mo premiums for this plan are paid from a bank account not bearing his name; and his name is not on the warranty deed. I have spoken with numerous HomeServe agents since 9/6/24 through 11/4/24 in an attempt to resolve this. With every call I enter a "round robin" of transfers to agents requesting the same information, and always finally ending with an agent telling me they "will call or email me within xx number of hours" but they never do either. The last agent with whom I spoke was "William" on 11/4/24 at 8:43 am. William stated that everything appeared to be "in order" but he could not explain the delay and "would email me asap." The delay, in my opinion is obvious. This is not a small amount of funds and instead of my earning interest on it, HomeServe benefits daily from the delay. Multiply this by thousands of customers and it's obvious such adds up. I will add that the techs they send from ** ******* who attend repairs and maintenance are excellent. Otherwise, I would be dropping this plan.

  

  Business Response

  Date: 11/22/2024

  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 November 19th, 2024, and informed her that we were expediting
  the reissued check, and it would be shipped via ***** the same day. The member
  confirmed we will be investigating her communication history for quality
  assurance as well. 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: 11/30/2024

  HomeServe satisfactorily resolved the complaint.

• Initial Complaint

  Date:11/12/2024

  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.

  Need to have services rendered. I have a policy in place that is active and current, but I'm getting a run around on getting service.

  

  Business Response

  Date: 11/20/2024

  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 Mr. ****** on November 13th, 2024, and agreed to
  uphold his request for a camera-scope of his sewer line. This resulted in a necessary
  repair being completed on November 19th, 2024. Mr. ****** accepted
  this outcome.

  We trust this response satisfactorily resolves Mr. ******’s
  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.