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. has 34 locations, listed below.

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• 

  HomeServe USA Corp.

  45 Glover Ave Fl 6 Norwalk, CT 06850-1238

  
• 

  HomeServe USA Corp.

  PO Box 4067 Portsmouth, NH 03802-4067

• 

  HomeServe USA

  PO Box 2026 Marietta, GA 30061-9909

• 

  Home Service USA

  PO Box 873 Northbrook, IL 60065-0873

• 

  Home Emergency Insurance Solutions

  P.O. Box 11594 Richmond, VA 23286

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:10/11/2024

  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 am very disappointed in the company. I canceled my account and would like a refund. I requested heater services on 10/6/2024. I received a call on 10/7/2024 from Homeserve stating that a contractor would call me by the next business day. I called on 10/10/2024 and spoke to someone who said the contract would call me the next business day. In the meantime, my location has another freeze warning in place. Last night, the temperature in my house dropped dramatically. I attempted to call back to attempt to expedite some resolution and was put on an extended hold. The cost is $32.18 plus the current bill not yet received.

  

  Business Response

  Date: 10/21/2024

  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 17th, 2024, and offered a
  refund. *** ********* 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 *** ********* to reach out
  to us with any further concerns.

  Customer Answer

  Date: 10/21/2024

  
  
  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:10/08/2024

  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 September 27, 2024, *** ******** was dispatched by HomeServe to address leaking pipes in my home. While I appreciate their efforts to resolve the initial issue, I am now facing a subsequent problem that remains unresolved.
  
  After *** completed their work and restored the water supply, it was noticed that the water pressure at my sink had significantly decreased to a heavy drip. The technician, Adam, who brought the issue to my attention, explained that the repairs to the other pipes had likely pushed debris further down the line, resulting in a blockage. He assured me that *** would submit another work order to address this issue and that they would return the following Monday to rectify the problem.
  
  Initially, a representative informed me that same afternoon that HomeServe leadership had approved the service and was waiting for *** to schedule. However, after a week of back-and-forth communication with representatives from both HomeServe and *** ********, I was told that I was out of service calls and that the issue resulting from the work performed by *** was not related to their initial repairs. This directly contradicts what Adam communicated to me during his visit.
  
  As it stands, I am experiencing barely a drip of water flowing from my faucet due to the recent repairs done by *** and HomeServe, yet I am being denied any accountability for this issue. I firmly believe that the reduced water flow is a direct result of the work completed by *** ******** and HomeServe, as I did not encounter this problem until the water was turned back on after their repairs. The technician should have never left the home and this should be a continuance of the previous work order from the previous repair and not counted as a separate issue.

  Customer Answer

  Date: 10/10/2024

  I’ve been in contact with Molly from HomeServe OTP over the past few days. Both HomeServe and *** admitted that the issue was a result of the initial repair and assured me it would be rectified. Today, Seth, a technician from ***, came out to assess the job. He confirmed the problem and said he would submit notes to HomeServe.
  However, not even 10 minutes after Seth left, another HomeServe representative called to inform me that the issue was actually different and that I had no remaining service calls to repair it. I contacted Molly, who told me that this situation fell under their damages clause, even though she previously stated it was not considered damage in the same call. I asked her if it was or wasn't damage and she was not able to answer the question leaving me very confused. Both HomeServe and *** suggested I pay out of pocket and “finance” the $2,750 quoted by ***, which seemed odd given the circumstances.

  
  Molly then informed me that she would respond to my complaint with a status of "Resolution in Process." I told her that this was inaccurate since my issue was still being denied and was being endlessly volleyed between *** and HomeServe. She mentioned they needed to respond within a certain timeframe but would "wait until tomorrow."

  
  I am disturbed by this situation, as it feels like they are trying to quickly classify this issue as resolved in the BBB system to avoid affecting their ratings. I believe they are acting in bad faith by failing to execute a satisfactory resolution for a problem that has been confirmed as a direct result of the initial repair, only to have those admissions retracted time and time again.

  

  Business Response

  Date: 10/15/2024

  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, contacted the original service provider and requested that they
  revisit *** ******’s home and clear the line of any sediment following their
  repair. They agreed, and the member called Mr. ****** on October 9th,
  2024, to advise that the service provider would be out the following morning. Mr.
  ****** accepted this outcome.

  On October 10th, 2024, the service provider
  reached a new diagnosis, however. It was determined that after reintroducing
  pressure to the line, following the previous repair, it caused
  a portion of the line to constrict. This was a different section of the line
  from the previous repair area and could not have been prevented. The service
  provider recommended replacing a significant portion of the line to both
  correct the issue and prevent further deterioration of the corroded line. Based
  on the Terms and Conditions of the contract, HomeServe has determined we would
  not cover this consequential damage, and this has been communicated to *** ******. The member contacted the service provider and asked that they work with
  Mr. ****** moving forward to assist him in resolving the issue. 

  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 Mr. ****** to reach out to us with any
  further concerns.

  Customer Answer

  Date: 10/15/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 
  
  1. ** * ******** sent a technician out and instead of addressing the issue at hand they decided that a significant section of pipes needed to be replaced instead of the short run from the previous repair to my sink that was the issue.
  
  2. Both *** and HomeServe immediately pushed that I should finance the $2750 repair quoted by ***.
  
  4. What is been communicated to me by the technician each time is always different in the notes provided to HomeServe, yet I requested the notes and was swiftly told they did not have them to provide to me by a representative. 
  
  3. I've received no further communication from HomeServe or *** regarding the issue. HomeServe denied the claim within 10 minutes of the technician being here to rectify the issue.
  
  4. HomeServe and *** ******** should have not left my home and addressed the issue that day when it was brought to my attention by the technician instead of trying to submit it under another service order (knowing I had no more available so they could deny it) and endlessly kicking the can down the road. 
  
  5. I entered into an agreement with HomeServe to provide coverage for my interior pipes and not only have they failed to do so, but they have left my home worse off in the end, refusing to rectify the situation, and putting the blame squarely on *** (the company they contracted). 

  
  

  It's my view that a home warranty should protect your home and not damage it. HomeServe should have the original issue repaired (not replace every pipe in my house) by a competent company. This issue has been made way more complicated than it ever needed to be. 
  
  The “OTP” has not only failed to address the issue, they've simply added to it by stringing the process along when it seems they had no real intention of resolution all along! 
  
  
  
  Sincerely,
  
  
  
  *********** ******

  Customer Answer

  Date: 10/15/2024

  Attaching my service agreement. I found that in no place does it state that HomeServe is "not responsible for damages caused them or their contractors", but it does state: 
  
  "What is a Covered Repair?  Repair or replacement of the following inside Your Home, for which You have sole responsibility, that is damaged due to normal wear and tear:
  • The blocked or leaking System pipes that carry fresh or drinkable water and wastewater."

   

  My freshwater pipe is blocked and this was evident to me and the technician on the original service call.  

  

  Business Response

  Date: 10/28/2024

  We are in receipt of the rejection
  response submitted by Mr. *********** ****** and regret
  to learn of his continued dissatisfaction. HomeServe
  USA places our customers at the heart of everything we do and considers
  customer satisfaction of utmost importance. 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 and as a result, called Mr. ****** on October 17, 2024, and offered
  to deploy a network provider to investigate the low-pressure issue in his
  kitchen sink.  On October 25, 2024, the
  service provider informed HomeServe that the low pressure was related to the
  faucet, which is not covered by the Interior ******** and Drainage plan that
  Mr. ****** is enrolled in. Mr. ****** 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 Mr.
  ****** to reach out to us with any further concerns.

• Initial Complaint

  Date:10/07/2024

  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.

  My father's water provider, ****, was bought/switched to ****** early this year. With the water bill, other information was sent by HomeServe to him as well. The letter were worded as such that ****** strongly suggests that you sign up for the HomeServe services in relation to their service. My father 79 and his sight is going, so he thought he needed to sign up. He ended up providing billing details and was enrolled in 4 different plans, covering his sewer line, main water line, internal plumbing, and heating systems, for a total of about 500 annually. I, his son, spoke with HomeServe and discontinued the services after looking at his bills. I was issued a partial refund, leaving him having paid 179 dollars for coverage this year. I explain the situation to the rep, no luck for a full refund. I feel he duped and encouraged to sign up for services he didn't need, but was portrayed as needed. I even escalated to the President of the company, John K*****, who told be a contract was signed and billing info exchanged, so he will not issue a full refund, regardless of the circumstance. I fell this is a horrible business practice, and extraordinarily misleading as well and want the full refund. Thanks.

  Customer Answer

  Date: 10/07/2024

  These were the account numbers for the plan's may father was enrolled into:
  
  
  *********
  *********
  *********
  *********

  

  Business Response

  Date: 10/10/2024

  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 9, 2024, and offered a refund. Mr.
  Rogers accepted this outcome.

  
  We trust this response satisfactorily resolves *** ******’
  concerns. We appreciate you bringing this matter to our attention and giving us
  the opportunity to respond. We welcome *** ****** to reach out to us with any
  further concerns.

  Customer Answer

  Date: 10/10/2024

  
  
  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:10/07/2024

  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.

  0n 8/30/24, HomeServe authorized ****** ******** electrical company to complete a repair on our house. It was a replacement for the main breaker panel and interior breaker panel. The work was completed as scheduled and we paid our portion due for the repairs.
  
  The contractor refused to provide a paid in full signature; however, did promise to send us a report concerning what caused the main breaker to fail. After several communications with the contractor, ******** electric did not send the requested information, then, refused to communicate with us to get this matter resolved.
  
  We contacted HomeServe to assist us in getting the information requested. HomeServe did speak with the ******** electric and the contractor has been unresponsive. HomeServe has no record of why the repairs they approved were needed. Without this information, the insurance company refuses to assist in possibly providing financial relief for the monies we were responsible for. As of 10/4/2024 we have not received the requested information.

  

  Business Response

  Date: 10/17/2024

  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 request for documentation after his
  recent electrical repair. 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. ********.

  Customer Answer

  Date: 10/25/2024

  I have not received an answer - not sure why you stated this.   I’m not satisfied with HomeServe at all.  

  

  Business Response

  Date: 10/30/2024

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

  In response to this rejection, a member of HomeServe’s
  Office of the President made additional attempts to contact our contracted
  service provider to obtain specific information about the equipment failure but
  was unable to successfully make contact with him.

  When the member first connected with the service provider,
  he provided documentation recommending that the meter be sent off for
  testing to determine the cause of the failure. He has stated that he is unable
  to provide a definitive diagnosis because that level of diagnostic testing is
  beyond his scope of work. We have provided Mr. ******** information about diagnostic
  testing services.

  We regret that this response may not satisfactorily resolve
  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:10/07/2024

  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.

  Subject: Formal Complaint Regarding Poor Service from HomeServe
  
  I’m filing this complaint about the unacceptable handling of a hot water heater issue by HomeServe. Since September 25, 2024, my family has been without hot water. Despite having five plans with HomeServe, costing over $200 monthly through my ******** bill, we’ve experienced delays and unprofessional service.
  
  On September 25, our water heater broke, and I filed a claim. I was told that due to Hurricane Helene, a technician wouldn’t be available until Monday, September 30. I agreed to wait, but on that day, I was told the technician was sick, and they couldn’t send anyone until Wednesday, October 2. The technician installed a new water heater but left without ensuring it worked. That night, I discovered it was still broken. When I called, I explained that with young children and a pet, we were living in unsanitary conditions. Despite this, no one came out until the next day.
  
  On October 3, the technician returned but was unable to fix the water heater, stating it needed a control valve, which would take days to arrive. Now, my family has been without hot water for over 12 days, affecting our ability to bathe, cook, and clean. Despite expressing these concerns, customer service and a supervisor showed little urgency or care, with one representative even downplaying the severity by mentioning “cold showers.”
  
  This experience has been incredibly frustrating, and HomeServe’s handling has been inadequate. I request immediate repair, compensation for the lack of service, and a review of the contractor. If these issues are not resolved, I will cancel all five of my service plans and seek alternatives.

  

  Business Response

  Date: 10/16/2024

  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, emailed **** ******** on October 10th, 2024, as we had not been able
  to reach her by phone, and confirmed that the issue with the water heater had
  been resolved by a second contractor and that we are sending a check as
  monetary compensation for the delays she incurred.
  
  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 **** ******** to reach out
  to us with any further concerns.

• Initial Complaint

  Date:10/03/2024

  Type:Sales and Advertising 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.

  For the last 12 years every 2 months I receive in the mail a notification to enroll with a company called HomeServe USA Repair Management Corp. They will NOT remove my name from their mailing list. So, every 2 months I receive the enrollment notification. I have called ********* *********, and they wipe their hands of any involvement and told me I need to deal directly with the company. The company assured me in April that my name and address would be removed, but here we are 4 months later and two additional notifications. They are wasting paper, ink, postage and adding to the landfill additional paperwork.

  

  Business Response

  Date: 10/10/2024

  We are in receipt of the complaint filed by Angela
  ********** 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 October 7th, 2024, and left a voicemail
  advising that she has been added to the Do Not Mail list.
  
  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: 10/11/2024

  
  
  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.   However, I have heard this response from this organization before, so we shall see if they have now indeed removed my name.  I do find their materials to homeowners to be in the mail harassment area and that their mailings appear to be important from the Utility company.  I think that HomeServe should not be allowed to use their "third party" logo on correspondence because this false impression is no different than spam calls and mail.

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

• Initial Complaint

  Date:10/01/2024

  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.

  Homeserve is refusing to cover my leaking exterior sewer pipe that has caused a sinkhole in my front yard by the public sidewalk. I had ****** ******** out and they determined it was the pipe leaking through a camera inspection during regular maintenance. There is standing water in the pipe in that area as well. I have been a Homeserve customer since 2022 so I called them. Homeserve claims because the pipe is not clogged and backing up into my home that it is not an "operational malfunction" of the pipe. The contract states leaking or clogged pipes are covered. Nowhere in the contract does it give a definition of an "operational malfunction." I have sewage leaking in to my yard causing a sinkhole that is becoming a public safety issue. They sent their own plumber out and did not even authorize for him to put a camera through my line, so without properly diagnosing the concern, how can they determine coverage. They should honor their contract and repair my leaking pipe. It is a liability because someone could get hurt.

  

  Business Response

  Date: 10/09/2024

  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”) is
  investigating this matter thoroughly and working diligently to provide ****
  ****** with the necessary answers to her concerns about the sinkhole in her
  yard and a potential leak from her sewer line.  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 **** ******.

• Initial Complaint

  Date:09/30/2024

  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.

  My wife and I have an insurance contract (External) for our water supply line running from our well pump to the shut-off valve inside my house. My water supply line is broke outside the wall to my house and under the cement slab of my garage.
  
  The insurance company states that the line is not covered under the garage slab as they claim this is an internal part of the house and therefore not covered by my external contract.
  
  In reading my contract, I don't see how the garage slab is Internal. The couple of representatives I spoke with quote a line in the contract under Exclusions, what is not covered, line 6 "Repair or replacement of any section or parts of Your Line that are not stated to be covered in "What is a Covered Repair?" or "What sections are covered?"." Then the contract lists Line Exclusions. The garage slab is not explicitly (nor implicitly stated in my opinion) in this section. There are some Restoration restrictions and the cement slab restoration may not be covered but that does not exclude them from fixing the water main.

  

  Business Response

  Date: 10/10/2024

  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 September 30th, 2024 and advised
  that, based on his policy’s benefits, the repair was approved. The repair was
  completed on October 9th, 2024. Mr. ******** accepted this outcome.

  We trust this response satisfactorily resolves Mr.
  ********** concerns. We appreciate you bringing this matter to our attention
  and giving us the opportunity to respond. We welcome Mr. ******** to reach out
  to us with any further concerns.

  Customer Answer

  Date: 10/11/2024

  
  
  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.  HomeServe was excellent and very responsive to my complaint and worked with me to solve my issue.  I am very happy with the results and thank HomeServe for being very pro-active in the resolution of my issue. 
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:09/30/2024

  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 have been paying Homeserve for HVAC Coverage for a couple years now-
  3 times I have called them for help and the most recent issue with my AC- I was told (again) "not Covered" Just needs service
  I called homeserve for just one thing after (And on previous calls have also asked)
  I have NEVER received a list from Home serve of what is and whats not covered
  Thats all I want yet they never send it out via **** or email
  I called them this week (*** ***** I gave the CSR my email address and asked if I can receive the documents -i was told it takes 24/28 hours to email (I work in I.T.) emails take 15-30 seconds anyway that time is up and still no terms and conditions etc
  ALL I want to to see what's covered and what is not
  Thank you

  Customer Answer

  Date: 10/01/2024

  Someone from Homeserve called me  yesterday and sent me the documents I needed

  Thank you for all your great help-you can close out this case.

   

  thank you

• Initial Complaint

  Date:09/30/2024

  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.

  I purchased Home Serve insurance a couple years ago and have not had an issue with them until my recent claim.
  
  My Interior pipes started leaking and needed to be replaced. Having the interior insurance, I called Home Serve which they got a contractor out to look at the job. The contractor let me know that they do not remediate the wall once opened. I called home serve and they advised that I get a contractor after the repair is complete to repair the wall and submit the claim for reimbursement. I asked multiple times if it will be covered and was assured it would be. I submitted the necessary information as required by Home Serve.
  
  Multiple agent documented my account stating the wall remediation would be covered. Agents even referred to the notes on my account stating that they see where prior agents told me the repair would be covered and confirmed “since we told you it would be covered we will cover it.”
  
  Well surprise surprise Home Serve denied the claim. Once it was denied and I called in to remind Home serve they continuously, verbally confirmed the claim would be covered, I was met with “you will be contacted within 24 to 48 hours”. Surprise surprise again, I would not get a call back. Upon calling back, no one could ever transfer me to an individual with decision making authority or the ability to provide reimbursement or at least provide some compromise.
  
  In the end, although verbally confirming probably on recorded lines that the repair would be covered, they hid behind the contract that wall repair would not be covered.
  
  I understand what the contract states however, multiple agents confirmed the work would be covered, documented it, and the company couldn’t even honor their word. Disappointing to experience a company that will not honor what they stated would occur.

  

  Business Response

  Date: 10/04/2024

  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 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 3rd, 2024 and upheld his
  request for reimbursement. *** ****** 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: 10/07/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******