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  Unpublished Fresno, CA 93722

• 

  HomeServe USA

  PO Box 1656 Marietta, GA 30061-1656

• 

  HomeServe USA

  Lincoln, NE 68501

• 

  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:11/07/2024

  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.

  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:Order 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.

  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.

• Initial Complaint

  Date:11/05/2024

  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 am filing this complaint regarding my experience with HomeServe and their failure to honor a water heater service plan I purchased. In July 2024, I modified my plan based on information provided by a HomeServe representative, who assured me it would cover repair or replacement costs for my water heater. This understanding was critical, as I chose the plan specifically to avoid out-of-pocket expenses should my water heater require replacement.
  On October 30, 2024, my water heater failed, leaving my family and me without hot water. HomeServe promptly sent a technician to assess the unit. After his inspection, he concluded that the water heater required replacement. Unfortunately, I received no follow-up and I was left without any response or guidance from HomeServe.
  On November 4th,I finally received a call from a HomeServe representative named Charlene. She informed me that the water heater plan had been sold to me in error and that HomeServe would not cover the replacement costs, despite my understanding at the time of purchase. Charlene explained that she was relaying a message from management and that nothing further could be done. As a family with young children and an elderly family member, this situation created considerable discomfort and inconvenience. Given that I purchased this plan to avoid such issues, this experience has been both frustrating and disappointing. I am requesting that HomeServe honor the service plan as it was sold to me or, at the very least, provide compensation for the costs I incurred due to their error. Additionally, I would appreciate any corrective actions HomeServe could implement to ensure that no other customer experiences similar issues due to miscommunication or errors in plan offerings.
  While I understand that errors can occur, I believe it is unfair that my family was left without a critical household necessity due to a mistake on HomeServe’s part. I hope the BBB can assist in resolving this matter fairly and professionally.

  

  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 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 15th, 2024, and advised that the
  reimbursement was being pushed through. 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.

• Initial Complaint

  Date:11/05/2024

  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.

  I've a home warranty plan with HomeServe. On 08/05/2024, I raised a service request for non functioning microwave and cooking range. The team promptly inspected and offered me a buy out, since both the appliances were beyond repair. The replacement amount was approved and I was told I should be getting the checks soon. I was offered ***** store card as a faster method of alternate payment but I didn't want to restrict to just one store so I opted for checks.
  
  After that, I called them multiple times and I was told that the processing will take 30 days and checks will be mailed only after that. I again called multiple times and was told that the checks might take another 30 days to reach me. So, I waited for another 30 days. Today is 11/4 and it's almost 3 months I've not received my checks.
  
  During my last call, I had mentioned to the customer service rep that I am running out of patience and will need the replacement checks via overnight delivery but not response. I also indicated that If i do not receive the replacement checks I'll raise a complaint at BBB but looks like the company is not even bothered with that. I've at least called 8-9 times until now but still no luck in getting the checks.

  

  Business Response

  Date: 11/14/2024

  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 (“OTP”) conducted a
  detailed investigation and called *** ******** on November 11th, 2024, apologizing for the delays receiving his reimbursement check. The OTP
  member reissued a new check to the appropriate address. *** ******** 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: 11/14/2024

  
  
  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:11/04/2024

  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.

  Work done in September 2024. Replace seeer drain line from house to street curb. Two large excavation required due to broken drain line. Work done by ****** ******* per approval of HomeServe. I paid the contractor. HomeServe will not reimburse me. They are demanding a city inspection report. All work was done on my property. The city had their own independent problem for our curb to the center of the street. They did nothing on my property. They declined to submit an inspection report because they didn’t do any work on my property. They simply connected my new line to their repaired their repaired line. They consider their work order irrelevant to our work and will not produce it. I have informed HomeServe and they insist on my submitting a non existent inspection report in order to reimburse me.

  

  Business Response

  Date: 11/12/2024

  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 5th, 2024. It was
  established that the city does not require inspections for “like for like”
  sewer line repairs. Therefore, the OTP member provided this additional
  information to our Finance team for further review.

  After a thorough review, HomeServe agreed to provide Mr.
  ******* with a partial reimbursement.  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.

• Initial Complaint

  Date:11/04/2024

  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 am laying for a warranty to fix my boiler I contacted home serve about 3 times to fix my boiler no one has gotten back to me the firth time finally I get a answer from them my family has been without heat for about 2 weeks now waiting for a call and appointment I finally get someone to come check it out and they have to replace a part and home serve has the nerve to tell me it’s not covered under there warranty after waiting for so long for someone to come see it my family was sick and had to spend days in the hotel and over family members house due to heat issues

  

  Business Response

  Date: 11/11/2024

  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 11th, 2024, and advised that we
  cannot assist with the repair, as it is not a covered issue. The agent offered
  to discount the remaining balance on the plan in the amount of $100 to
  compensate for the delay in service. Mrs. ******* accepted this outcome.
  
  We trust this response satisfactorily resolves Mrs. *******’
  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:10/31/2024

  Type:Delivery 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 put in a service request for my two electronic devices that had broken screens. In order to do that I had to give make, model, and serial number. I was approved for a buyout after entering this information via homeserve.com. A few days go by and I did not hear anything from home serve so I reached out and was told someone will be reaching out soon. The next day I received a call and was unable to answer the homeserve rep left a message stating homeserve needs the make and model of my devices which didn't make sense being as tho you can't even file the claim without it. So just to be thorough I rechecked my devices to see if their was any additional information I missed and their was none. I then returned the call and get to the department that handles this and after going back and fourth with the homeserve rep. She saw that my claim was approved but was just laying dormant. She explained that she didn't understand why that was and that they supposed to reach out 24 hours after my initial claim was approved. She then said she needed to speak with her supervisor and that someone will reach out with in 24 hours. The next day I receive a call saying my buyout was approved, I was then informed of the amount I will be receiving. I approved and was emailed a direct deposit form that I filled out and returned. I received confirmation that my direct deposit form was received. The next day I received a reimbursement form through email. I disregarded that because I was approved for a buyout. The next day I get a voicemail stating that they need the make and model of my devices again. I returned the call and homeserve stated that they still need this information and that it's there in the notes, after going back and fourth and getting nowhere I requested to speak with a supervisor. I was told one was not available and that one will call with in 24 hours then the representative rudely hung the phone up on me. Problem still not resolved. Still have not heard nothing back.

  

  Business Response

  Date: 11/14/2024

  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
  (“OTP”) conducted a detailed investigation of the issue and as a result, called
  and emailed Mr. ******* on November 5th, 2024. The OTP member apologized
  for confusion surrounding the repeated requests for information that had
  already been provided.  Additionally, the
  OTP member confirmed that we had all the information needed for both of his electronic
  device claims and that his buyout was still approved and processing. 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:10/28/2024

  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 have purchased an internal plumbing and drainage system contract with Home Serve USA for the house located at *** ******** ******* ****** ****** ** *****. I have reported a leak to Home Serve on October 3, 2024 in my side entrance apartment. Home Serve assigned the work order to ******** * *** which came out numerous time to fixed the problem. The technitian said that cause of problem is the grouting, then he said that the drain was loose and water is leaking there. The last time the technitian open the ceiling and left it ope without fixing it. The water is still leaking into the apartment for a month and damaging the property. I have requested a different plumber but I was denied that by Home Serve. This conduct is totally unacceptable.

  

  Business Response

  Date: 11/11/2024

  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 we have resolved
  this issue.
  
  In response to this
  complaint, a member of HomeServe’s Office of the President (“OTP”) conducted a
  detailed investigation of the issue. *** ******** first called about this leak on
  October 7th, 2024, with our network provider attending the following day, October
  8th, 2024. The network provider determined that the water leak was a result of missing
  floor tile grout outside of the shower in the upstairs unit. *** ******** later
  called back to report he had addressed the grout issue, but a leak was still
  present.
  
  On October 23rd,
  2024, our network provider attended
  the home for a second time opening the ceiling in the downstairs unit and
  testing the drain and supply lines in the area, however they were unable to
  recreate the leak while on site. On October 29th, 2024, the network
  provider attended the home for a third time to make a final assessment. The
  network provider checked the drain and supply lines again and was unable to
  recreate the leak. However, when pouring water directly onto the floor tile, adjacent
  to the shower in the upstairs unit, they could see water leaking into the
  downstairs unit. This confirmed the water leak was a result of the missing grout
  and unrelated to the drain or supply lines.
  
  Based on this
  investigation the OTP member emailed *** ******** on October 30, 2024, and
  offered clarification of coverage explaining that because this leak is
  unrelated to the system pipes that carry fresh or drinkable water and
  wastewater in his unit it is not covered under this service agreement.
  
  We understand this
  may not be the outcome *** ******** desired, however, we maintain that the
  answer is fair, reasonable and consistent with the expectations of the service
  agreement. 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:10/24/2024

  Type:Order 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 bought an annual water heater repair contract from HomeServe, my drain value was leaking and getting sulfur smell in water, so will need the drain value and anode rod replaced, however two service agents came and deemed my water heater "too old for repair"  Luckily I only paid $83.88 for the annual contract however, if I had this contract for 5 or 10 years and needed any repairs, the company could basically say the water heater is "too old to repair" no matter what the problem is with my water heater the company would have gained years profits from a useless water repair contract. I expect the company to provide a full refund for this useless water heater repair contract where I could have easily brought the parts myself from home depot and replace it myself.  It appears the goal of the service agents are to come over and tell the customer the water heaters are too old for repair and upsell you by selling you a $3000 water heater replacement.  I will report this to the service company on google review as they basically did not do or repair anything.   In fact the first service agent came out just to take down the serial number to remove my insulation for the water heater and did not replace the insulation for my water heater which is considered damage to my property. Attached pictures of damage to my water heater so they can "get my serial number and deem my water heater too old to repair"   Ridiculous why anyone would work with this frivolous scam of a "service / repair" company 

  Customer Answer

  Date: 10/24/2024

  I have bought an annual water heater repair contract from HomeServe, my drain value was leaking and getting sulfur smell in water, so will need the drain value and anode rod replaced, however two service agents came and deemed my water heater "too old for repair"  Luckily I only paid $83.88 for the annual contract however, if I had this contract for 5 or 10 years and needed any repairs, the company could basically say the water heater is "too old to repair" no matter what the problem is with my water heater the company would have gained years profits from a useless water repair contract. I expect the company to provide a full refund for this useless water heater repair contract where I could have easily brought the parts myself from home depot and replace it myself.  It appears the goal of the service agents are to come over and tell the customer the water heaters are too old for repair and upsell you by selling you a $3000 water heater replacement.  I will report this to the service company on google review as they basically did not do or repair anything.   In fact the first service agent came out just to take down the serial number to remove my insulation for the water heater and did not replace the insulation for my water heater which is considered damage to my property. Attached pictures of damage to my water heater so they can "get my serial number and deem my water heater too old to repair"   Ridiculous why anyone would work with this frivolous scam of a "service / repair" company 

  

  Business Response

  Date: 10/31/2024

  We are in receipt of the complaint filed by **** **** and regret to learn of his dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously and are happy to report that the issue is resolved.

  In response to this complaint, a member of HomeServe’s Office of the President conducted a detailed investigation of the issue and as a result, called *** **** on October 24th, 2024 and clarified that, per the Terms and Conditions, a pro-rata refund will not be provided as the claim amounts that have been processed were greater than the total premiums received for the plan. *** **** accepted this outcome.

  Both of the HomeServe contracted service providers determined that any repairs made to the unit would likely fail due to the age of the unit. The recommendation was to replace his unit and replacement is not covered under *** ****’s service agreement.

  Additionally, as for *** ****’s concerns regarding possible property damage, reasonable access must be made for diagnostic and repair purposes, and the removal of the insulation was necessary to complete the assessment. 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: 10/31/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  In summary, a HomeServe REPAIR contract with any “old” water heater is utterly USELESS.  I rest my case.

   Sincerely,
  
  
  
  ****

• Initial Complaint

  Date:10/24/2024

  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.

  someone mistakenly signed me up for an account charging me 5.49 a month from 4/20/23-1/22/24 when I noticed it on my utility company bill I called to cancel. Through MANY hours of phone calls to your company over the past 10 months we found out that there is a customer with the same last name with a similar address as mine that her account was signed up and billed to me then when it was cancelled a check was sent to her instead of me. When this was discovered I was told they voided that check and cut me a new check. I have been told MULTIPLE times that I would be cut a check for $54.90 it has never happened!!! I have spoken with 5 or 6 customer service reps from your company spending over 10 hrs on the phone retelling the story EVERYTIME hoping I can get them to understand and I just want my money back since I never signed up for your product!

  

  Business Response

  Date: 10/31/2024

  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 October 28th, 2024, and offered to re-issue the
  refund. *** ****** 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: 11/11/2024

  I received a letter in the mail from the company which I'm assuming has a check in it. However it is for someone with the wrong first name so this complaint is definitely not resolved. I contacted the company just this morning and I'm awaiting a response.

  

  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 11, 2024, and advised that the issue
  had been corrected. 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: 11/22/2024

  Once I receive a check in the mail with my name on it then I will be satisfied.