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

  
• 

  HomeServe USA

  PO Box 267 Annapolis, MD 21404-0267

• 

  Home Service USA Repair Management Corp.

  PO Box 7318 Albany, NY 12224-0318

• 

  HomeServe USA

  PO Box 2026 Marietta, GA 30061-9909

• 

  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:08/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have carried sewer line protection thru this company for years. I am in the process of selling my house and the boro required a lateral camera test. This test failed due to a separation/leak in the sewage line. My coverage includes the sewage lines from the house trap to the main sewer. They sent a plumber out twice and confirmed there is a leak but they will not cover the leak because the house was vacant. The house is NOT vacant, I am living there as I am in the process of closing and have had to delay the closing because of the sewage issue. This company also said this issue is not under my terms and conditions as it was discovered by a 3rd party. HomeServe did send out a plumber and did a camera lateral test who personally ran the camera and confirmed the separation/leak. It's just excuse after excuse and none of it is accurate. This claim absolutely fits under the terms and conditions of the policy that I have been paying on for years. This is delaying the closing of my home in order for me to move out. I am going to have to pay out of pocket so that I do not lose the sale of my house and if i do that, I am looking to be paid the amount I have to pay to the plumbing company as this claim should have absolutely been covered under the plan I have.

  Customer Answer

  Date: 08/23/2024

  The date the plumber for HomeServe came out to do the camera test was 8/22/2024.  The performed a camera test and were not able to get the main sewer due to a separation/leak.

   

  Customer Answer

  Date: 08/30/2024

  I received a phone call from a manger, Kristen, on Monday 8/26/2024.  Was told she would revisit our claim and get back to me by the end of the week.  It is now Friday, 8/30/2024 and we haven't had any more communication from HomeServe.

  

  Business Response

  Date: 09/03/2024

  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 *** ******** complaint, a HomeServe Office of
  the President (“OTP”) representative contacted him on August 26th, 2024, to
  address his concerns regarding the repudiation. The terms and conditions of the
  service agreement state under What is Not Covered: 10. Repair of Your Exterior
  Sewer/Septic Line due to failed dye and/or smoke tests or third-party
  inspections of any kind. The OTP member confirmed that it was a valid
  repudiation.
  
  We acknowledge *** ******’s dissatisfaction but maintain
  that our investigation and resolution align with the terms of his service
  agreement and are both fair and consistent. We appreciate you bringing this
  matter to our attention and giving us the opportunity to respond.

• Initial Complaint

  Date:08/23/2024

  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.

  On August 12th 2024 upon arriving at my home I noticed a foul smell coming from the fully furnished basement. I found that there was raw sewage in the toilets, tub, and shower stall. In order to not occur any further damage as it was backing up quickly. I shut down the water to the home and proceeded to call a plumber to evaluate the problem. I was unable to use the plumbing. On the 19th of Aug the plumber arrived and found that my sewage lift pump had failed and would need to be replaced. In fact the plumber stated that it was great timing on my part that I found the backup or it would have flowed over into the basement causing severe flood damage. The sewage lift pump was replaced with a new unit. I called HomeServe to file a claim this date and was very rudely informed that they would not cover the cost and then told me that I should have called them direct to schedule one of their preferred plumbers out for the repair. I explained that this was an emergency situation and that I had been living with no water and with the obvious after effects of raw sewage and that I could not use the plumbing in my home at the time. It was then that the Customer service rep from Home Serve became aggressive and stated that I should have read the contract and that they wouldn't cover the pump even if I had called them. That plumbing lift pumps were not covered. This is unacceptable. I have been paying for a service of protection for "Sewer/septic line repair" at $9.49 a month, along with "Internal Plumbing and drainage repair" at $12.99 a month for well over a year. A sewage lift pump by definition both "internal Plumbing" as is considered part of "Sewer/septic line repair". I am out $1109.00 for the repair. Further, I was treated with disrespect from customer service and talked to like a small child. I consider this company to be less than reputable and as such have canceled my service from them. When I did cancel I took enough round of verbal abuse from them.

  

  Business Response

  Date: 08/30/2024

  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 take customer complaints seriously and are working with Mr.
  ******* to resolve the issue to his satisfaction.

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

• Initial Complaint

  Date:08/22/2024

  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.

  Date of transaction 7/10/2024, 7/11/2024, 7/23/2024
  
  Total paid $2,676.78
  
  After completion of repair work, never received refund of charge for parts covered by warranty. $444.15 total.
  
  Multiple calls and e-mails to HomeServe (all of which is documented) has failed to resolve the matter. I did not receive my refund.

  

  Business Response

  Date: 08/30/2024

  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 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 Mr. ******* on August 28th, 2024. He confirmed that his
  refund was received.
  
  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: 09/02/2024

  
  
  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:08/22/2024

  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.

  On Saturday August 17, 2024 I called homeserve due to a malfunctioning ***** water ehater in my home. The tech. showed up and advised me that he did not have the part to repair my water heater. The tech advised that Homeserve would order the part and come back on Tuesday August 20, 2024 to repair my water heater. He also advised me to call on Monday August 19, 2024 to check on my parts order. I placed three (3) calls to Homeserve on Monday and each time I was advised that I would be. receiving a call from a manager. I did not receive any calls . At approximately I called again and was advised that the part had not been ordered. However a manager would call me back. This call never came. On Tuesday August 2, 2024 I made three (3) calls to Homeserve relative to this issue. I was again promised a return call that never came. Due to Home Serve failing to get back to me I purchased a new water heater (receipt attached) and installed it. I have been paying my hard earned money to Homeserve since 2017, and expected better service and communication from them. Therefore, I request a reimbursement in the amount of $737.56 for the water heater that I had to purchase. This due to the fact that Homeserve failed to honor our contract. I also request a reimbursement of all fees that I paid to Homeserve since my contract was renewed in October 2023. Lastly, on Wednesday August 21, 2024 I contacted HomeServe and spoke to Ms. Evelyn. I advised her to immediately cancel my Homeserve contract and have Homeserve immediately stop my previously approved automatic charges to my credit card. Ms. Evelyn advised that she would honor my wishes, but stated that could not send me an email verifying my contract cancellation. She stated that I would receive a letter in the mail regarding my cancellation.

  

  Business Response

  Date: 08/30/2024

  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 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 August 23rd, 2024 and upheld his request to refund payments for the past contract year. The member also agreed to reimburse *** ****** what we would have paid for parts to repair the unit, as he does not have water heater replacement coverage. *** ****** 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: 09/11/2024

  Good morning,  I am sorry for the late response.  I was dealing with an issue out of town.  

   

  HomeServe contacted me and resolved this issue as stated in their response.

  I have canceled my contract with Homeserve.

  I appreciate your organization's assistance in this matter.

  Thank you.

  ****** ** ******

   

• Initial Complaint

  Date:08/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 7th, our ******* range door handle disconnected and separated the door components. This happened frequently and screws were loose and needed to be tightened. When I contacted HomeServe, the door would not shut because it had separated the outer steel piece, separate glass and inner door. ******** appliance came out on May 9th. This is a flaw of the range model confirmed by ******* *** ******** Appliance technician who evaluated our range and put the door back together.
  Brandon submitted the assessment and reported to HomeServe to replace due to wear and tear (see attached PDF from ******* *********) Received confirmation from HomeServe, David C****** that it was approved and I was good to go to purchase a new range. He sent email instructions on how to submit reimbursement. I sent that request for reimbursement with receipts on May 28th, Later June, I contacted HomeServe to inquire about my reimbursement and was told it was denied. I have since worked with ******** ********* to advocate on my behalf and have yet to get reimbursed. A full description is attached with email exchanges, assessment description by ****** ********* to HomeServe, including receipts from our range.

  

  Business Response

  Date: 08/27/2024

  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, called on August 27, 2024, and advised
  we will be honoring her request for reimbursement toward replacement of her
  Range. *** ******* 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.

• Initial Complaint

  Date:08/21/2024

  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.

  Scam — **** recommended sewer line coverage by HomeServe that I’ve been paying for for years is completely illusory.
  
  Home is for sale. Township did inspection yesterday and found cracked sewer line and blockage. I have video and photos. Called HomeServe. They sent out a technician today, who was rude and refused to look at the photo/video, who checked a few drains for interior drainage and finally acknowledged that one drain was slow. My realtor was present and had open line so I could hear. He refused to speak with me saying he “had no idea if I was the owner.” He did not scope, did not use camera, refused to look at photo showing cracked sewer line because they will not consider “third-party” evidence. He turned in a report that said no evidence of blockage and no slow drainage, after he acknowledged to realtor one drain was slow. I have external coverage. Not interior. When I told rep that he acknowledged there was a slow drain suggesting blockage, she said no, it is an internal problem no coverage. When I told her we had photos of crack in the sewer pipe, which is covered, she said because there was lack of evidence from inside of a blockage they wouldn’t authorize scope. The report she read to me says that I “acknowledged no coverage” which is completely false. Indeed, rep who I called to complain sounded like she was reading from a script of why they wouldn’t cover this, and each time she read an exclusion and I explained it didn’t apply (i.e. I wasn’t the homeowner - I am; exclusion for water lines, this wasn’t a water line; existing problem; it was discovered yesterday) she moved onto to another equally inapplicable exclusion. Asked how to make a complaint; said there was no mechanism. Asked how to appeal, said there was no appeal. Called *** - the number listed in service plan - after 45 minutes and being transferred 4 times, *** said not their product. Called to complain and was told someone would call me back, which they haven’t.

  

  Business Response

  Date: 08/28/2024

  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.
  
  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 August 26, 2024, and advised that the service
  agreement does not cover proactive repairs.  Although the customer
  disagreed, we believe our findings and investigation to be fair and consistent
  with the terms of her service agreement.
  
  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:08/19/2024

  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 MADE A CLAIM ON JULY 7TH FOR A BROKEN WATER HEATER ,I HAVE COVERGAGE FOR 2 HEATERS AND I PAY FOR THE LAST 5YEARS FOR 2 WATER HEATERS . THEY REFUSE TO REPAIR AND I HAD TO PAY OUT OF POCKET $1300 .
  I DEMAND TO BE REIMBUERSED
  ADREESS
  **** **** ***** ******** ** ***** 

  

  Business Response

  Date: 08/26/2024

  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 August 23, 2024, and advised that the service
  agreement does not cover system replacement.  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.  We welcome *** ***** to reach out
  to us with any further concerns. 

  Customer Answer

  Date: 08/26/2024

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

  I paid for a warranty. The system broke and they refused to fix it and didn’t even look at it. They just said that they don’t fix them. I should get my money back for all the premiums I  paid 

  Warranty is fake. What do they cover?
  
  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 08/27/2024

  We are in receipt of Steve
  Haber’s rejection of our response and regret to learn of his continued
  dissatisfaction.
  
  *** ***** has not provided any additional information
  regarding this matter. Therefore, our position on this matter has not changed. We
  welcome *** ***** to contact us if he wishes to further discuss this complaint.

  Customer Answer

  Date: 08/28/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  They refuse to honor the warranty. Their business is a scam. I want my money back for the years that I paid for it if they are refusing to warranty anything or pay for anything I should get my money back for the premium I paid.
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:08/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Trying to recover all the money that I paid into home serve in the past 10 years I have received no help from them. My furnace isn’t repairable this time. They do not cover the cost of replacement, which was what I understood 10 years ago when I signed up for it, they’ve been charging me out of my gas bill for the past 10 years, I have called in and requested to cancel everything and to get my money refunded and in their letters that they send cancel within 30 days of the start date you will get a full refund cancel after 30 days will result in prorate refund. I have paid $2507.70 And all they want to give back is $100. I have never had a claim because they’ve never help me when I needed it. I want my money back.

  

  Business Response

  Date: 08/27/2024

  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 the
  utmost importance. We take customer complaints seriously.
  
  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 August 21, 2024. According to our records, *** ******** enrolled in Heating System and Gas Line coverages on June 18, 2015.
  Having reviewed our records, there is no evidence of any denied claims.
  
  We acknowledge *** ********’s continued dissatisfaction but
  maintain that our investigation and resolution are fair and consistent.
  
  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: 08/27/2024

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

  of course they don’t have any records of denied claims this because when I called in for help both times I was left on hold hung up on and never got anywhere or even the opportunity to file a claim. I never received any help from this company just a financial burden of them taking money from me I’m not helping me when I needed it the most and all the expenses for the repairs on my heating system come 100% out of my pocket.

  

  Business Response

  Date: 08/29/2024

  We are in receipt of the rejection complaint filed by Ms.
  ***** ******** 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. We take customer complaints
  seriously.
  
  In response to this complaint, a member of Homeserve’s
  Office of the President team (“OTP”) conducted a detailed investigation of the
  issue and contacted *** ******** on August 21st, 2024, and advised that we are
  not able to provide the refund requested, as we have no record of the customer
  requesting service. We understand that *** ******** remains dissatisfied with
  this outcome; however, we believe our findings and investigation to be fair and
  consistent with the terms of her service agreement.
  
  We appreciate you bringing this matter to our attention and
  giving us the opportunity to respond. We welcome *** ******** to reach out to
  us with any further concerns.

  Customer Answer

  Date: 08/29/2024

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

  i have only gotten $100 refund in the $2500 that I have paid out to this company I have never received any assistance or help when I have called in like I said I never had a chance to file for help because I would sit on hold or I got hung up on. 

• Initial Complaint

  Date:08/19/2024

  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.

  This complaint pertains to a home I have in **** ********, my main residence is in ********. I obtained a service policy from home serve company, which is deducted on my bill from ******* ******. Power company. I have had this policy for at least seven years. it is supposed to cover, the electrical service pole or mast that is connected to the house when damaged. The brochure when policy was originally obtained appears to cover almost every issue. A tornado swept through ***********, **** ******** on approximately August 8 where a weather report from the national weather service can be found . Homes serve has denied the claim. At a minimum, I believe this to be misrepresentation and or false advertising. The damage in the area was extensive, and I believe homes serve should be held accountable.

  

  Business Response

  Date: 08/28/2024

  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 and as a result, called *** ******* on August
  26, 2024. The OTP member offered clarification of coverage regarding covered
  repairs under his Exterior Electric Protection Plan. The OTP member informed *** ******* that HomeServe is responsible for repairs caused by normal wear and
  tear and not for damage due to extreme weather events. As a gesture of
  goodwill, HomeServe has offered to reimburse *** ******* for the cost to repair
  the storm damage to his Exterior Electrical system as a one-time courtesy. *** ******* 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:08/19/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a policy with them for two years, and then they nearly doubled their rates, They never indicated anywhere that the initial rate was any kind of promotional rate. When I called, they said it had gone up for "everybody," except they were still advertising my old rate on their webpage. So I asked for a cancellation on June 18, and I also processed the cancellation through their website. On July 26, they charged my account despite the cancellation, so I called them again and they supposedly processed the cancellation AGAIN and said they would refund me. On August 13, I still hadn't received a refund, so I called their customer service and they said that they had processed the refund on the 7th and it would take 1-14 business days to process. I have never had a refund to my bank account take that long. Usually 2-3 business days at most. It's now August 19th and I still have no refund. The bank says that if they had filed a refund on August 7, that I would have seen it by now. I have attached an email where they acknowledged my cancellation on June 18, and a screenshot of their charge on July 26th.

  

  Business Response

  Date: 08/21/2024

  We are in receipt of the complaint filed by ****** ******
  and regret to learn of her dissatisfaction. HomeServe USA places our customers
  at the heart of everything we do and considers customer satisfaction of utmost
  importance. We take customer complaints seriously and are happy to report that
  the issue is resolved.
  
  In response to this complaint, a member of HomeServe’s
  Office of the President conducted a detailed investigation of the issue and as
  a result, called Ms. ****** on August 21, 2024, and confirmed the refund was
  received.
  
  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.