Complaints

This profile includes complaints for HomeServe USA Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  HomeServe USA Corp.

  45 Glover Ave Fl 6 Norwalk, CT 06850-1238

  
• 

  Home Emergency Insurance Solutions

  Unpublished Fresno, CA 93722

• 

  Home Service USA Repair Management Corp.

  PO Box 7318 Albany, NY 12224-0318

• 

  HomeServe USA

  PO Box 1656 Marietta, GA 30061-1656

• 

  HomeServe USA

  Lincoln, NE 68501

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:10/23/2024

  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.

  Regarding service agreement *********. Homeserve refused to repair my refrigerator saying they had repaired it under a previous contract I had with them. The refrigerator was in good working condition at the start date of my contract, 08-05-2024. The terms of service state that my benefit is "for each appliance, up to $1000 per term. My current term is 08-05-2024 to 08-04-2025. Homeserve cannot consider anything that happened during the previous term. Further on page 3 of the contract I am instructed to file a claim direct with the ******** ****** ******** ***. at ###-###-####. Upon calling that number I am told it is an automotive warranty line and no one at the number knew anything about Homeserve. I called Homeserve back and they had no further information on ******* ****** *******.

  

  Business Response

  Date: 10/30/2024

  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 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. On June 3rd, 2024, Mr.
  ********* called to place a service request for his refrigerator. HomeServe
  dispatched a network provider on June 5th, 2024, and determined that
  the part needed for repair was no longer available and the refrigerator needs
  to be replaced. As a part of his then service agreement we provided a
  replacement assistance benefit in the amount of $725.00. Following this Mr.
  ********* cancelled his service agreement on July 10th, 2024. Mr
  ********* later signed up for a similar service agreement on August 5th,
  2024. Mr. ********* then called for service on September 16th, 2024,
  for the same refrigerator that we previously provided a replacement assistance
  benefit amount. As this this was the same refrigerator that was previously
  determined to need replacement before the start of the new service agreement,
  it was determined this issue would be categorized as a pre-existing condition
  and not covered.
  
  Based on this investigation
  the OTP member called Mr. ********* on October 29, 2024, and offered
  clarification of coverage regarding his cancelled ******* ********* ****** ****
  service agreement and the determination made.
  
  We understand this may not be
  the outcome Mr. ********* 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 Mr. ********* to reach out to us with any
  further concerns.

  Customer Answer

  Date: 11/06/2024

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

   

  In response to my BBB complaint a representative from the office of the President Homeserv called me. He instructed to call the number on my policy for ******** ****** at ###-###-####.  He instructed me to mention the name ***** ******** ******** ***. so that I may put in a claim pursuant to the terms of my contract page 1, "This Service Agreement."  Today on 11-06-2024 at 9 am central I called this number and spoke to Dustin.  Dustin imformed me there is no ******** ****** or ***** ******** ******** at this number.  He also said he gets many calls asking the same. 

   

  My Homeserv contract is a fraud.  The terms of service allow my to put in a claim with the administrator but there is no way to do that.
  
  
  
  Sincerely,
  
  
  
  ****** *********

  

  Business Response

  Date: 11/14/2024

  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.
  
  We appreciate the
  additional information provided by Mr. ******** with regard to filing a claim
  with the insurer of his service agreement. A member of HomeServe’s Office of
  the President (“OTP”) called Mr. ********* on October 29, 2024, and suggested
  that as he has been unable to reach the insurer over the phone, he should send
  a written claim to the address listed in the service agreement. Additionally,
  we have submitted a premium refund request for the ******* ********* ****** ***s plan, as he was ineligible for the coverage purchased in August 2024.  
  
  We understand this
  may not be the outcome Mr. ******** desired, however, we maintain that the
  investigation and outcome provided 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 Mr.
  ******** to reach out to us with any further concerns.

  Customer Answer

  Date: 11/14/2024

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

   

  In the previous conversation I clearly told the representative that yes I had also mailed a letter in to ******* ****** on September 21, 2024.  No response has ever been received. Homeserve has  false and misleading terms in their contract.  See attached.
  
  
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:10/22/2024

  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.

  I am filing a complaint for my 96 year old mom who suffers from Dementia and I am her legal proxy and have power of attorney for her. My mom has been getting billed by Homeserve USA for a number of years and she is no longer in need of this and frankly cannot afford it since she is on a fixed income and recently diagnosed with cancer so financially it has become even tougher for her to manage her bills. The monthly fee for this is taken out of her checking account automatically, I tried to have the bank stop it but they said I needed to contact Homeserve. I spoke to Homeserve on the phone and sent in a request via email on August 30th as instructed by them with a copy of the power of attorney to have the contract cancelled. I have not heard back and emailed twice but am not receiving any response.

  

  Business Response

  Date: 10/24/2024

  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 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
  22, 2024, to confirm that his mother’s service agreements have been fully
  cancelled as of October 9th, 2024.  We apologized for the lack of follow-up in the
  cancelation process and *** ****** accepted this outcome.
  
  We trust this
  response satisfactorily resolves ****** ******’s concerns. We appreciate you
  bringing this matter to our attention and giving us the opportunity to respond.
  We welcome ****** ****** to reach out to us with any further concerns.

• Initial Complaint

  Date:10/22/2024

  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.

  On October 3, 2024, we discovered a flood in the basement of our 4-unit apartment building at **** * ******** **. We contacted Homeserve on October 4, and after several delays, two plumbers confirmed the issue was a damaged internal sewer line that requires immediate repair.
  
  Despite having separate policies for each unit, Homeserve informed us that only one policy could be applied, limiting coverage to $1,500. This is unreasonable since the sewer line services the entire building, and we meet the requirement for separate mailing addresses.
  
  We have attached a detailed letter outlining the timeline of events and delays, along with the repair estimate from ** ******** for $11,000.
  
  Given the urgent nature of this plumbing issue, we request Homeserve’s immediate coverage for the repair. We have held off on completing costly remediation work because it is likely another backup will occur unless the repair is made promptly.
  
  We appreciate your assistance in facilitating a resolution.

  

  Business Response

  Date: 11/04/2024

  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 Mr. ********* to resolve the issue to
  his satisfaction.
  
  A member of
  HomeServe’s Office of the President (“OTP”) is investigating this matter
  thoroughly and working diligently to provide Mr. ********* with the necessary
  answers to his concerns regarding our network providers quote and which plan
  benefits may be applied to the drain line repair, running through the building
  basement. We anticipate a detailed explanation in the next week.
  
  We appreciate you
  bringing this matter to our attention and giving us the opportunity to respond.
  We look forward to reaching a mutual resolution with Mr. *********.

• Initial Complaint

  Date:10/21/2024

  Type:Order 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 currently have an insurance Service Plan with HomeServe for my heating and air conditioning equipment, which includes one free tune-up per year for each piece of equipment. In 2023, I requested a tune-up for my furnace before winter, around August, but the service wasn't provided until January 2024. When I tried to schedule the tune-up for 2024, I was informed that the tune-up is limited to once per calendar year. It appears that HomeServe, in order to maximize profits, operates with a very limited pool of service providers, which leads to delays in scheduling services. Despite my request to have the furnace serviced before winter, the lack of available technicians resulted in the tune-up being pushed to 2024, seemingly as a cost-saving measure.
  
  It’s not my fault that HomeServe delayed the 2023 tune-up until January 2024 to maximize profits with minimum service providers, and this should not restrict my eligibility for a tune-up this calendar year. The delay was due to their scheduling issues, not mine. And I am paying for one tune up per calendar year.

  

  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 Mr. ****** on October 29, 2024, after previous communication,
  and left a voicemail confirming a tune-up date was scheduled for this year.
  Additional attempts to reach Mr. ****** by phone were made on October 30, 2024,
  and October 31, 2024, but we were unable to contact.
  
  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
  Mr. ****** to reach out to us with any further concerns.

  Customer Answer

  Date: 10/31/2024

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

  Home Serve can email me the date and time for the tune up. If it suits me, I will accept, if not I have to look for another day / time. I know BBB will favor Home Serve at the end, and close this complaint, and if that happens BBB can close this complaint without a resolution, so that other customer can view them. 

  Also, I reviewed all disclosures and fine print, and I didn't see what Home Serve claimed on the phone call. 

  Sincerely,

  
  
  
  **** ******

  

  Business Response

  Date: 11/07/2024

  We are in receipt of **** Chacko’s rejection of our response
  and regret to learn of his continued dissatisfaction. We take customer
  complaints seriously and are happy to report that the issue has been resolved.
  
  A member of HomeServe’s Office of the President team (“OTP”)
  contacted Mr. ****** on November 6, 2024, and provided a scheduled date for his
  annual service. Mr. ****** accepted this date.
  
  We trust this resolves the matter and welcome Mr. ****** to
  contact us with any future queries or questions.

  Customer Answer

  Date: 11/07/2024

  
  
  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.

  I am accepting the resolution. If HomeServe violates the fine print again, then I will definitely pursue further. 
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:10/21/2024

  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.

  Had boilers cleaned today 10/17 the technician broke a piece of the pipe to the autopilot on one boiler. He didn’t have part to fix it was told homeserve would call and someone would come that day to resolve problem. My tenant has no heat or ability to cook with the gas boiler out of service. I proceed to get an email saying they are scheduled to come fix the issue on 10/20 two days later! This is ridiculous so I called and was told the earliest they could do was 10/19 between 12-4. This is also unacceptable as it should be remediated same day 10/18 as promised. My tenant now has to go with no heat or ability to use the stove until it gets fixed. Homeserve should be ashamed of themselves to have a technician screw something up and then have the nerve to tell me they can’t resolve the problem for 2 days. When I called the person told me they are overbooked, that is not a me problem that is a homeserve problem. I am paying for a subscription service monthly for repairs and any issues that arise. To know the employee is the one who screwed up and then to be told I have to wait is nonsense! If this is how a company operates then they better get better management as I doubt I’m the first nor the last to have an issue with them like this. I’ll remember next time I have to pay the monthly service to make you guys “wait” like you made me.

  

  Business Response

  Date: 10/23/2024

  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 ******* ****** on October
  23, 2024, apologizing for the issues during his yearly heating system tune-up
  and that a technician could not come to resolve the issue until the next day. The
  OTP member offered as a goodwill gesture a discount on his service agreement’s
  yearly premium. *** ****** accepted this outcome.
  
  We trust this
  response satisfactorily resolves *** ******’s concerns. We appreciate you
  bringing this matter to our attention and giving us the opportunity to respond.
  We welcome *** ****** to reach out to us with any further concerns.

• Initial Complaint

  Date:10/16/2024

  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’ve been paying Homeserve for a year now for coverage on my water line, gas line, and electric line, from my home to the property line. Since August 2024, I’ve been trying to get help with a slow drainage issue and a persistent sewer smell in my home. It’s now October, and the problem still hasn’t been resolved. When I first reported the issue, it took Homeserve over two and a half weeks to send someone out. They contracted ****** ********, who dug up my yard, damaged it, and claimed there was a partial clog in a filter they said existed. They also said my ventilation was bad, which wouldn’t be covered, and told Homeserve they had completed the job.
  
  Afterward, I hired a local plumber for $80, who told me that the issue was with the piping and that there was no reason for the digging, as there are no pipes where ****** ******** had dug. I provided this information to Homeserve, explaining that the first company lied and damaged my property. It took another two weeks for Homeserve to send a second company, who confirmed what my local plumber had said: there was no need for the digging, and the first company caused unnecessary damage.
  
  After they left, the sewer smell worsened, and now it’s unbearable. I’m concerned about the health of my children, especially with a newborn and a 3-year-old, as the methane smell gives me headaches and could be making them sick. Homeserve’s customer service has been unhelpful and has misled me several times. I have no idea what I’ve been paying for and would rather get a refund for all the money I’ve paid so I can hire my local plumber to fix the issue properly.
  
  
  I have missed work several times because they told me people were coming that never came. I have lost money paying for the diagnosis of the problem and had to pay to get my yard fixed. I

  

  Business Response

  Date: 10/24/2024

  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
  October 21st. 2024 and advised we would be dispatching a network plumbing
  contractor for her interior drain line leak and smell issue. The network plumber
  attended the home on October 22nd, 2024, replacing approximately 5ft
  of interior drain line resolving the leak.
  
  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 Ms. ******** to reach out to us with any further concerns.

• Initial Complaint

  Date:10/15/2024

  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 requested service from HomeServe to assess a possible external line issue. They denied me because they do not do diagnostic excavations. I hired my own plumber to diagnose the issue and they determined that there was a leak in the external line and that it needed to be replaced. Upon excavation by the plumbing company, it was determined that the leak originated from my external water line, underneath the driveway. I called HomeServe and the representative recommended that I file a claim for reimbursement of the work. She also apologized for the original denial but that again, HomeServe does not excavate during diagnosis. I submited: The diagnostic invoice, pictures, and final invoice. I called a few days later to check status and was informed my claim was denied because they spoke to someone from the plumbing company and was told that the leak originated in my neighbor's bathroom (The leak from my external water line caused a leak in my neighbor's bathroom). I explained that the person they spoke to was a clerical person, and NOT a plumber. Further, that that was misinformation and did not coincide with the information on the final invoice. I requested that someone reach out to the supervisor of the plumbing company in order to receive the CORRECT information so my reimbursement claim could be approved. At first, I was given a phone number for the supervisor to call in which he tried 2 times but was placed on hold for over 30 mins each time. I then called again and was told that there is NO PHONE NUMBER for the Reimbursement Dept. and that someone would reach out to the supervisor within "48 hours". After 3 weeks of waiting for HomeServe to call the supervisor, along with 4 additional calls, NO ONE ever reached out to the supervisor Thererfore, I cancelled my policy with HomeServe and am filing this compliant with BBB.

  

  Business Response

  Date: 10/24/2024

  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 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, emailed Ms. **** on October 23,
  2024, after previous communication to advise we are approving her reimbursement
  request for repair work done to her water service line and patching of her
  asphalt driveway. Ms. **** accepted this outcome.
  
  We trust this
  response satisfactorily resolves Ms. ****** concerns. We appreciate you
  bringing this matter to our attention and giving us the opportunity to respond.
  We welcome Ms. **** to reach out to us with any further concerns.

  Customer Answer

  Date: 10/24/2024

  Out of a scale from 1-10 (10 being highest level of satisfaction), I would rate Homeserve as a "3" in terms of my overall satisfaction with the company and the experience I had with the company. I should never had gone through these 2 months of h*#& with them. The REASON I signed up for external pipe coverage was so that I get "external pipe coverage" if anything ever happened... Something did, I called to utilize my policy, they hastily denied me. When I was finally able to provide documentation that was requested (Diagnosis , invoices  pictures), I was taken on a.3 week Nightmare Circus consisting of 5+ separate phone calls to Homeserve requested a confirmation phone call to MY PLUMBER that would validation the information needed for reimbursement through my policy. It NEVER happened; I filed a BBB Complaint; FINALLY RECEIVED A FIRST PHONE CALL EVER from Homeserve a day later, and then about a week later, I RECEIVED the approval for reimbursement that I deserve for HAVING THE POLICY. THIS WHOLE experience should NEVER have happened. I have since CANCELLED my policy and would RATHER pay out of my own pocket for external line issues moving forward if needed instead of EVER HAVING TO GO THROUGH THE STRESS THAT I WENT THROUGH dealing with HOMESERVE!

  Customer Answer

  Date: 11/17/2024

  NIGHTMARE not over yet... NOTHING is smooth with Homeserve.  After finally being approved for reimbursement due to this BBB Complaint, I was told I would receive it within 2 weeks. I've moved funds around in anticipation of this reimbursement but now it's going on longer than 3 weeks and NO REIMBURSEMENT... Does Homeserve do ANYTHING they're supposed to do!??? I'll provide an "update" to this, stand by...

  

  Business Response

  Date: 11/22/2024

  We are in receipt of the complaint filed by Janice Hong and
  regret to learn of her continued dissatisfaction. HomeServe USA places our
  customers at the heart of everything we do and considers customer satisfaction
  of utmost importance.
  
  In response to this complaint, a member of HomeServe’s
  Office of the President (“OTP”) conducted a detailed investigation of the
  issue. The OTP member worked with our reimbursement and finance departments to
  reissue *** *****s reimbursement and called *** **** on November 19th, 2024, to
  notify her the reissue has been processed. *** **** confirmed she received her
  reimbursement and accepted this outcome.
  
  We trust this response satisfactorily resolves *** *****s
  concerns. We appreciate you bringing this matter to our attention and giving us
  the opportunity to respond. We welcome *** **** to reach out to us with any
  further concerns.

• Initial Complaint

  Date:10/14/2024

  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 purchased coverage for sewer line repairs between my house and the line. There is an issue, HomeServes plumber confirms sewer line is blocked between my house and the street. Homeserve calls and says because the plumber needs to access through a toilet (a lie) and there is no clean out (another lie) the service is uncovered. It seems like these are simply the first clauses the home serve team rubber stamps claims to deny them. There is not reasonable escalation path either.

  

  Business Response

  Date: 10/23/2024

  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.

  
  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 17, 2024, and provided clarification of
  plan benefits.  Although the customer
  disagreed, we believe our findings and investigation to be fair and consistent
  with the terms of his service agreement.

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

• Initial Complaint

  Date:10/11/2024

  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.

  Kitchen Appliance Repair Plus - Plan #*********
  Sept 20th service call was initiated to service our ***** Dishwasher. ****** ********* ****** was assigned the after several visits could not fix the issue. Oct 1st on call while ****** ********* ****** technician was on-site and confirmed that dishwasher is non-repairable, a call was initiated to HomeServe, Home representative, confirmed that since it cannot be repaired we will credit check to purchase a new replacement. It was Oct 1st. Since then I have been calling HomeServe and each representative is making false promises that HomeServe, correct department will call me. 10/4 call was placed, reply from agent - by 10/11 someone from the "Dept" will call. Another call placed 10/10, reply from agent - in next 4 hours someone from the "Dept" will call. Who is that Department? Can we get Dishwasher replacement check so we can order a new Dishwasher for ourselves?

  

  Business Response

  Date: 10/23/2024

  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 14, 2024, and advised his reimbursement
  was approved with expedited mailing. *** ***** 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: 10/23/2024

  
  
  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:10/11/2024

  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.

  9/30 email to HS customer service: Robbie –Thank you for taking the time to talk through the challenges we are having getting the attached estimate approved and work to begin under our HS agreement. (History from 12/23 but can't add here b/c it doesn't allow that many words..I can start there when I get a call back) On September 11, 2024 the sewer line backed up again in our basement. We called HomeServe on September 12 and they referred us to ******* * ****.On September 16th when we still had no appt. for them to come I called HomeServe and spoke to a representative. She personally called ******* * **** and told me we would get a call back by the end of the day from them and if we did not get a call back to go ahead and book a plumber that was willing to come out to help resolve the immediate issue and that to keep records of their work and photos. That HS would reimburse for that work. We did not get a call from ******* *** **** by the end of the day on the 16th. So, September 17th, ******** came and snaked our sewer line. While they were here they sent in cameras and diagnosed the overarching issue. On September 20th we were sent the estimate (attached) by ******** for the work that needs to be performed. It's been sent to HS by us and ******** directly. What we need is for someone at HomeServe to review and approve the estimate attached so we can book ******** to come do the work before the line backs up again! On September 17th ******** stated that there is a lot of root activity in our line at each joint and that there is a large root ball about 15 inches. Because of the immense amount of root growth they estimate the “snaking of the line” on September 17th might last two weeks before it backs up again. So, that is the reason for urgency. my cell is ###-###-####.

  

  Business Response

  Date: 10/22/2024

  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 working with **** *** **** to
  resolve the issue to her satisfaction.

  
  A member of HomeServe’s Office of the President (“OTP”) has
  been completing a detailed investigation of this matter and reached out to **** *** **** on October 14th, 2024. The OTP member has been working on
  ascertaining CCTV footage of **** *** ****’s sewer line situation and
  establishing the best course of action for any covered repairs and resolution.

  
  We appreciate you bringing this matter to our attention and
  giving us the opportunity to respond. We look forward to reaching a mutual
  resolution to **** *** ****’s complaint.