Complaints
This profile includes complaints for HomeServe USA Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 961 total complaints in the last 3 years.
- 345 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:10/03/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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: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: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: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 youCustomer 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: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 concernsCustomer 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,
****** ******Initial Complaint
Date:09/27/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I contacted HomeServe around 8/16/2024 regarding a ongoing issue that I've been with my electricity. They sent out a technician to address the issue, technician stated that I need another electrical panel, the same thing was said from another technician they sent out almost a year ago for the same issues. My electrical is continuing to have issues all for HomeServe to tell me that it's not covered. I'm very disappointed and dissatisfied with HomeServe having me think that I'm covered, for them to tell me that they really just cover like electrical outlets.Business Response
Date: 10/01/2024
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 Mr. ****** on October 1, 2024, and advised the service
agreement does not include upgrades. 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:09/26/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Had home serve for about 10 yes and always had a invoice mailed to my home to pay
On September 14 2024 they did a direct payment from my account of $393.14 I
I did not give them authorization to do direct withdrawal
When I called to get a refund they will only refund $334.00
They said I signed the form but I know I don’t let any bills be paid by direct paymentBusiness 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 Mr. ********** on October 1st, 2024, and offered the
additional refund requested. 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:09/25/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Homeserve denied our claim to a sewer repair, indicating a "third party pipe". Given the pipe has to have been there for at least 15 years, this doesn't make any sense. We've been paying into the program, led to believe by their own literature that sewer issues would be covered. If they do not review the property prior to covering it, how can they possibly claim anything is third party? In 15 years, since purchasing the home, we have had 0 sewer issues. This is a new issue on a pipe network that existed before we purchased the home.
If they will not approve a repair, the funds we have paid to them should be refunded, the policy canceled, and they should have to revise their advertising language as it is extremely misleading and they are grifting homeowners.Business Response
Date: 10/04/2024
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 Ms. ****** on September 30th, 2024, and offered clarification
on the reason for the repudiation. The customer accepted this outcome.
We trust this response satisfactorily resolves Ms. ******’s
concerns. We appreciate you bringing this matter to our attention and giving us
the opportunity to respond. We welcome Ms. ****** to reach out to us with any
further concerns.Business Response
Date: 10/04/2024
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 Ms. ****** on September 30th, 2024, and offered clarification
on the reason for the repudiation. The customer 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.Initial Complaint
Date:09/25/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Home Serve sent someone to my house for an AC check up, the Home Serve tech was up in the attic and after he left the ac was not working at all. I called in an AC repair company because I thought it was just low on freon and Home Serve said they don't do that. The other company I called in found that the reason the AC wasn't working at all is because the Home Serve tech left the ducting disconnected in my attic. I paid to have this diagnosed and fixed. Home Serve promised to reimburse me but leave me constantly on hold, switching me from wrong person to wrong person and eventually telling me they will get this corrected and call me within 24 hours and they never, ever do. I've tried calling and emailing 5 times with the same horrible results.Business Response
Date: 09/27/2024
We are in receipt of the complaint filed by **** ***** and
regret to learn of his dissatisfaction. HomeServe USA places our customers at
the heart of everything we do and considers customer satisfaction of utmost
importance. We take customer complaints seriously and are happy to report that
the issue is resolved.In response to this complaint, a member of HomeServe’s
Office of the President conducted a detailed investigation of the issue and as
a result, called Mr. ***** on September 27th, 2024, and offered
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:09/24/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a HomeServe Policy for Water line break coverage. On June 28,2024 a main waterline beak was discovered by myself and my plumber. I turned a claim into HomeServe on June 30, 2024. In the meantime I had ******** **** ********* come to inspect and confirm and locate the leak in the main line between the curb stop and the house. I also began to contact contractors which is very difficult in my area. The only contractor HomeServe was able to contact was two hours away and stated to me the job was "out of their wheelhouse". So after being out of water for two weeks I was able to locate a local excavator to do the work. HomeServe adjuster indicated that this was not going to be a reimbursement claim and to submit the information at the completion of the job. The work was complete on July 19, 2024. I submitted the requested information on August 7, 2024. On September 9th they requested one more bit of information which was sent on September 11,2024. To date I have heard nothing regarding any other information that might be needed. I have also left multiple messages to talk to an adjustor or supervisor and again have had no response. It is now September 24,2020, almost three months after the water line break. I have paid out of pocket for the repair which was more than my policy coverage and have no information as to any reimbursement from the HomeServe policy.Business Response
Date: 10/01/2024
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 1st, 2024, and advised the
reimbursement had been approved and would be mailed out within seven days. *** ******* 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: 10/01/2024
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. It’s just frustrating that it took filing a complaint to finally have a response from the company. I am happy that it has been resolved.
Sincerely,
**** ***** *******
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