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.
- 340 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:11/12/2024
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.
My Policy was cancelled and was not authorized to do so. They are charging my checking accounts and not authoized to do so.
Business Response
Date: 11/25/2024
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 pleased to report that we are working with Ms.
******* 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, emailed *** ******* on November 20,
2024, and informed her that our records indicate that the transactions she
referenced in her complaint were refunds rather than debits. We have asked Ms.
******* to provide documentation showing that the transactions appear as debits
to her account. Once we receive that documentation, we will take the
appropriate actions necessary.
We
look forward to receiving *** *******’s response. We appreciate you bringing
this matter to our attention and giving us the opportunity to respond.Initial Complaint
Date:11/12/2024
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 purchased water line/sewer line coverage via promotion pricing of $5.49 for both services. I have written confirmation of this. My first ******** bill, I was charged full price, $10.98. I Called HomeServe on 10/10/24 and spoke w/rep who "couldn't figure out the issue". He had me email him my paperwork showing promotion price and purchase confirmation. Forward 18 days later, on 10/28/24 I emailed them back stating NO RESPONSE and to CANCEL. They replied back they were forwarding back to that rep. to follow up. Forward to 11/11/24, I received my ******** bill, dated 11/05/24, with yet another charge for this service. I called them back today and spoke with DL who has advised my coverage is now cancelled as of today, 11/12/24. What a rip off company with POOR customer service!Business Response
Date: 11/21/2024
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 (“OTP”) conducted a detailed investigation of the issue and as a result, called Ms. ******** on November 13th, 2024 and advised we will work to remove the outstanding balance, as well as issue a refund for the payments made after her first cancelation attempt. The OTP member assured her HomeServe is investigating the price discrepancy internally, and will be reviewing her communication history for quality assurance purposes. 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: 11/21/2024
I am not willing to mark this as resolved until I have the refund in hand from them. Yes, they have stated the refund amount they are sending me but it has not been received yet and I also don't have updated bill from Dominion yet to see this has been cancelled. Please leave open until all resolved 100% as they have expressed they will.Initial Complaint
Date:11/11/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Homeserve is a warranty company to repair when there is an issue with a home appliance or major component. We pay monthly for coverage. Washer purchased 5/2022 and put on homeserve. 8/2024 **** water sensor detected small leak. Promptly Reported. Repair people have been called and returned approximately 10 times in two months. They’ve failed to fix the leak, the leak is getting worse. First 8 visits were same guy who did no diagnostic and said he replaced parts, which were determined to clearly have not been new based on second repair guy. The last two visits were from a second repair company, who ordered parts. The parts ordered were broken upon first arrival, and are the wrong parts upon second arrival. The leak is now large enough to fill the bottom of a dinner plate and is beginning to cause damage to the flooring. What started as a minor leak that homeserve failed to fix is now causing significant home damage and homeserve is still doing nothing now except sending wrong parts and suggesting we buy a new machine instead of them fixing it.Business Response
Date: 11/21/2024
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 18, 2024, and verified that the repair
completed on November 13, 2024, did resolve the issue. Mrs. ***** 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 Mrs. ***** to reach out to us with any
further concerns.Customer Answer
Date: 11/21/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** *****Initial Complaint
Date:11/11/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
HomeServe USA uses scam scare tactics to try to get people to sign up for their services. I have received multiple "notices" from them containing outright lies to try to convince a simple minded person that they have to use it. I don't care if they are a legitimate company. They are trash and should be known as such for trying to take advantage of people rather than doing actual proper marketing.Business Response
Date: 11/18/2024
We are in receipt of the complaint filed by ***** ***** and
regret to learn of his dissatisfaction. We take 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 called Mr. ****** on November 12th, 13th,
and 15th 2024 to further discuss his concerns, as well as request his
mailing address to facilitate the removal from our marketing campaigns as
requested.The member was unable to reach Mr. *****, and as a result,
we are unable to guarantee he will not receive marketing mailers in the future.
The member did, however, remove the email address attached to this complaint from
our email marketing list.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:11/11/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Thursday October 31, 2024 I contacted HomeServe regarding a furnace not working in one of my homes. After not hearing from anyone the whole day I called HomeServe who told me the agency they contract with had 24-48 hours to respond. On Monday, November 4,2024 I connected with the agency and they went to the home and fixed the furnace. The next day the furnace went out again (November 5, 2024) and the repair man told me the furnace needed to be replaced because it is 24 years old. He contacted HomeServe who told him he needed to repair the furnace. The repair man replaced the transformer which blew out immediately. The repair man called HomeServe and told them that the repair did not work and that the furnace needed to be replaced. Home Serve contacted me regarding the reimbursement process on Thursday November 7, 2024. The repairman thought the furnace could be replaced this weekend November 8-November 10, 2024. I contact the repair agency and they sent me a couple of quotes. I was told by the company that HomeServe would let me know what they would pay before I accepted their quote. On November 8, 2024 at 9:40 a.m I called HomeServe to ask about next steps and the process. Act that point the representative told me my account had been cancelled and I didn't have coverage. I had to call back and get connected to someone who gave the correct account number and then call again to get connected to someone to get the next steps, they told me a technician would call me with the prices. At 3:16 pm I called HomeServe to ask why no one had called me back. The representative said they should have called me back within 2 hours. They are all gone for the day and no one will contact me until Monday, November 11, 2024. We are in the middle of a winter storm and my tenant is having to use space heaters to keep warm!! I requested to speak to the complaint department and they don't have one. I am making a formal complaint to the BBB to inform the public of this agency.Business Response
Date: 11/20/2024
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 November 18, 2024, and confirmed that the furnace
replacement had been completed. The agent also advised that the reimbursement
under the replacement assistance plan had been approved. *** ***** 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: 11/21/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** *****Initial Complaint
Date:11/08/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On demand hot water heater making a horrendous noise, I called on Monday 11-04 and was told I would get a call back from a service provider. I waited until Wed. before calling back and explained this all over again to Cassie, she assured me I would get a return call within 30 minutes. I did get a call/message from Asian telling me they are having trouble locating a service provider and would call me back when they found one. Today is Friday 11-08 and I still had not heard anything, so I called back. I was informed that the system was down, and she could not schedule any service at the present time. I requested to speak with a supervisor and was told she could put in a request, but it would be 24-48 hours before I they would call me back. At the present time I am still waiting for some kind of action to be made by this company. The cost of the service has gone up, but I can't get anybody to fix the problem with the water heater.Business Response
Date: 11/19/2024
We are in receipt of the complaint filed by **** ****** and
regret to learn of his dissatisfaction. HomeServe USA places our customers at
the heart of everything we do and considers customer satisfaction of utmost
importance. We take customer complaints seriously and are working with 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.Business Response
Date: 11/25/2024
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 thoroughly reviewed the invoice Mr. ****** provided and,
as a result, contacted Mr. ****** on November 25th, 2024, and agreed
to reimburse the out-of-pocket for his water heater replacement in full. 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.Customer Answer
Date: 12/30/2024
I’m sorry this has taken so long to respond, medical issues I felt were more important.
Home serve finally did reimburse me for the cost of a new hot water heater and for the original plumber to diagnose the problem. Unfortunately it took them to long to “make a decision “ and then I had to pay out of pocket to the plumber for his service. It took HomeServe another two weeks to reimburse me the money I paid out and another two weeks to receive the reimbursement for the original plumber that I paid.
All this because HomeServe could not “find” a plumber willing to bend to their rules. My family was subjected to delay after delay not knowing IF we were going to have hot water!
Did I receive reimbursement? Yes. Am I satisfied with HomeServe, No!Initial Complaint
Date:11/08/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a hot water repair/replacement contract with Home Serve USA, and I have been trying for over a month to get my hot water heater repaired or replaced and they are giving me the runaround.Business Response
Date: 11/21/2024
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 we have resolved this issue.
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 19,
2024, and offered to provide monetary compensation in consideration of the
delay in replacing her water heater. Ms. ******** accepted this outcome. A
trusted network provider replaced her water heater on November 20, 2024.
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:11/07/2024
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 have a policy with HomeServe that allows up to $7000 to cover the costs of a leak in my portion of the water service line to my property. I had a leak and after giving me the run around for two weeks they have now refused to pay and canceled the job request. I had the leak replaced at a cost of $4790. I would like to be reimbursed by them for the full amount as this is under the specified amount of $7000.Business Response
Date: 11/18/2024
We are in receipt of the complaint filed by ***** ******
and regret to learn of her dissatisfaction. HomeServe USA places our customers at
the heart of everything we do and considers customer satisfaction of utmost importance. We
take customer complaints seriously and are happy to report that the issue is resolved.
In response to this complaint, a member of HomeServe’s
Office of the President conducted a detailed investigation of the issue and as a result,
called Ms. ****** on November 15th,
2024 and informed her the claim’s denial had been
overturned. HomeServe agreed to fully reimburse Ms. ****** what she had paid
out of pocket. 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.Business Response
Date: 11/18/2024
We are in receipt of the complaint filed by ***** ******
and regret to learn of her dissatisfaction. HomeServe USA places our customers at
the heart of everything we do and considers customer satisfaction of utmost importance. We
take customer complaints seriously and are happy to report that the issue is resolved.
In response to this complaint, a member of HomeServe’s
Office of the President conducted a detailed investigation of the issue and as a result,
called Ms. ****** on November 15th,
2024 and informed her the claim’s denial had been
overturned. HomeServe agreed to fully reimburse Ms. ****** what she had paid
out of pocket. 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: 11/24/2024
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: 11/24/2024
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:11/07/2024
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.
HomeServ offers a water protection plan through ******** with our local water department. Ive been paying a monthly fee for several years. I recently submitted a claim in which they denied (Claim ********). I had a water leak in excess of $2,000. I had a much smaller claim 10 months prior (its an older house). They denied my claim due to it being within the 12 month window. Ive copied and pasted below from their own listing that it states that it protects one claim per calendar year. I realize this is probably a larger amount than normal claims, Im just hoping they do what is right.
******** is a program that offers water loss coverage and leak protection. The program is offered by different companies, such as *** and HomeServe. The coverage protects customers from excess water charges resulting from eligible plumbing leaks up to $1,000. The protection pays up to $2,500 for an increased water bill from a repaired plumbing leak and will allow one claim per calendar year. Residential customers are automatically protected by the Water Loss Program.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 complaints seriously and are happy to report that the issue
is resolved.In response to this complaint, a supervisor from our ********
Protection Program conducted a detailed investigation of the issue and as a
result, emailed Mr. ***** on November 13th, 2024 and thoroughly
explained the claim’s denial based off of the leak adjustment guidelines
included in the program. The supervisor did not receive a response from Mr.
***** but would be happy to answer and questions he might have.We appreciate you
bringing this matter to our attention and giving us the opportunity to respond.Initial Complaint
Date:11/07/2024
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.
Locality inundated with HomeServe invitations for home service insurance policies.
Subscribed to Plumbing/Drainage and Exterior Sewer/Septic Lines policies for over 2 years.
Developed a home fresh water leak on 9/19/2024 requiring shutting the main water supply to control, leaving no running water to home. Contacted HomeServe but it turned out they have no network nor contracted plumbers in my area to address service calls, much less emergencies. All licensed/insured plumbers employed by plumbing/construction companies overbook with their own work orders & will not take referrals from HomeServe. I was asked to find my own licensed plumber PROVIDED he is insured to apply for reimbursement (no such entity exist that I can find to take the job). Thought the whole idea of the insurance was for peace of mind & to avoid this very predicament. After more that a week of this dilemma (and no running water), and with no relief nor resolution in sight, I decided to cancel both policies, knowing that if HomeServe was unable to address my home plumbing woes, it would be unrealistic to expect them to address any exterior pipe issues which will require more manpower & equipment. I can only assume they made no preparations and established no network/contractors to deliver on their promised services for any claim(s) and as such is a breach of contract. I requested full refunds of the premiums I paid monthly for both policies for over two years as I never received any promised repair service. Even spoke to a lady representative from the Office of the President (OTP) regarding my grievances but the only redress/recompense she would offer was partial pro-rated refund of $122.47, less than 20% of the total premiums collected from me over the years when the fault was entirely theirs for failing to deliver promised service of a legitimate claim. Any insurance company is only as good as the trust and reputation they project to the public they serve and to make amends if they fall short.Business Response
Date: 11/18/2024
We are in receipt of the complaint filed by ******** *** and
regret to learn of his dissatisfaction. HomeServe USA places our customers at
the heart of everything we do and considers customer satisfaction of utmost
importance. We take customer complaints seriously.
In response to this complaint, a member of HomeServe’s
Office of the President reviewed the account details. The OTP representative
tried to reach *** *** multiple times on November 8, November 12, and November
13th, 2024, leaving a voicemail and sending an email to prompt a
return call. We encourage *** *** to get in touch with HomeServe should he wish
to discuss any further concerns.
We appreciate you bringing this matter to our attention and
giving us the opportunity to respond.
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