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 1656 Marietta, GA 30061-1656

• 

  Home Service USA Repair Management Corp.

  PO Box 2172, Binghamton, NY 13902

• 

  Homeserve of Michigan

  PO Box 4443 Detroit, MI 48244

• 

  HomeServe U S A

  PO Box 3452 Seattle, WA 98114-3452

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/02/2024

  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.

  Ruff time frames of service contracted approximately in 2016-20I8 purchased external and internal maintenance services for several Services being offered by my gas and water companies have had the service since until home serve decided that it was a waste and upon my request not to cancel until further notice so that I may decide on who I wanted to stay contracted with instead I feel the are assuming that money would satisfy also I feel that due to previous incidents this is a retaliation for prior complaints and grievances filled through the courts further more if this was something regulated by them why has it taken over 6 years to correct also on numerous occasions throughout these years they have been told that I did not want to cancel I knew and so did they about 2 plans also with out my knowledge they have slowly removed some of purchases I have my original contracts to show they have denied this also and to sum up I have reached out to them several times reps. say they will escalate and get back to me not once my phone reflects calls I made within the last years and text to CEO Tom

  

  Business Response

  Date: 08/14/2024

  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 the Office of the
  President conducted a detailed investigation of the issue and as a result,
  called Mrs. *************** on August, 5th 2024 and explained that
  the duplicate coverage for the In-Home Plumbing Repair program was canceled as
  the result of a system audit which identified two separate coverages for the
  same product, under two separate utility companies. The member also referred
  Mrs. *************** to her Terms and Conditions, which states: We may cancel
  for any reason on sixty (60) days’ written notice to You. The duplicate
  coverage/pending cancelation notice was originally mailed on February 27th,
  2024.

  Regrettably, we were unable to reinstate the duplicate
  coverage, but the member offered to waive the standard thirty day waiting
  period if Mrs. *************** decided she would prefer to cancel the existing
  coverage and re-enroll in the recently canceled coverage. She declined this
  option at this time.

  We appreciate you bringing this matter to our attention.  We understand Mrs.
  ***************’s continued dissatisfaction but maintain that our investigation
  and resolution align with the terms of her service agreement and are both fair
  and consistent.

• Initial Complaint

  Date:07/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *********** ****** has continued to charge me for additional insurance services that i have canceled 05/08/2024, my current bill has charges as well as the month of June, i reached out to discuss this and was rudely dismissed. My bill is due today and i am not paying the additional fees. I want my account corrected and a credit applied for the amount of additional fees charged for the month of June.

  

  Business Response

  Date: 07/19/2024

  Thank you for allowing us the opportunity to address your
  concerns. Cancellation of HomeServe plans can only be completed by contacting
  them directly. Upon review of your account, we show that the internal electrical
  plan was cancelled effective 05/10/2024 and the remaining plans (gas line,
  exterior electric line, exterior water service line and exterior/sewer septic line)
  were all cancelled on 06/06/2024. If you have any additional questions, please
  contact HomeServe at ###-###-####. Kind Regards, *********** ******.

  Customer Answer

  Date: 07/22/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  I did contact homeserve usa, and it ended up being a frustrating back and forth phone call to *********** ****** and homeserve usa because neither take responsibility. All this was after dealing with rude and unprofessional customer service representatives on *********** ****** behalf, it is not my fault they have poor management and do not take care of their equipment. Thats why a minor storm kocked their grid out and has ***** governor **** ****** on their rear end. Ultimately I was forced to pay the additional charges or they were going to cut off my utilities and i have kids in my home, they refuse to prorate anything, they refuse to refund anything,  *********** ****** should have to pay me back for these charges.

  
  
  
  Regards,
  
  
  
  
  
   

  
  

  

  Business Response

  Date: 07/24/2024

  Thank you for allowing us the opportunity to address your
  concerns. While we understand how frustrating this can be, HomeServe
  cancellations can only be processed by HomeServe directly. We strive to provide
  quality service to all our customers and will use this as a coaching opportunity
  to make improvements. Kind Regards, *********** ******.

  

  Business Response

  Date: 08/07/2024

  We are in receipt of
  the complaint filed by Lee ****** 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 August 6, 2024,
  and advised we are in the process of issuing a refund of the additional charges
  seen on his utility bill after cancellation. Mr. ****** 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 Mr. ****** to reach out to us with any further concerns.

• Initial Complaint

  Date:07/25/2024

  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.

  Hello,
  
  Called Homeserve to notify them about a main water line leak that ran up a $1300 water bill in the month of June. After going through an approval process to fix the leak and not getting someone to fix the leak expecting another water bill which is causing 120K gallons of water leaking into the ground and costing another $1300 water bill in July. ******* ****** ***** allows for a once every five year adjustment to one water bill but that would only cover the month of June not the month of July where Homeserve is not having the leak fixed.

  

  Business Response

  Date: 08/06/2024

  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 team (“OTP”)
  reached out to Mr. ***** on July 26, 2024, to discuss his concerns. The OTP
  member is working diligently with our Service Provider and Mr. ***** to
  complete the necessary repairs to his water service line and will consider any
  appropriate redress once the repair is completed. 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 and look forward to working towards a mutual resolution.

  Customer Answer

  Date: 08/14/2024

  Hello, I hope you are doing well. The complaint has been answered by the office of the president Molly M**** but the leak in the main water main has still not been fixed. The fix to the water leak is to tear a fence down, run over a brick wall with a back hoe and then tear up a stone patio. Home serve said they would not pay for the damage that would cost to fix because they only cover damage to landscaping. The crux of the issue is that Homeserve want to use the most invasive method to fix the leak instead of boring they want to dig up the patio and basically tear down a fence that will cost us over ten thousand dollars to replace each and every time a leak occurs because they refuse to bore and replace the line. All the independent contractors recommended replacing the line since the line will eventually leak again since it is old piping. Since reporting the leak we have had several of Homeserve contract plumbing companies tell us that Home serve will not replace the line until Homeserve pays to fix four to five leaks. That means we would have to replace the wall and fence at least four or five times if the leak is another place other than the patio. We are currently still waiting for a fix since no plumbing service has been able to agree with the Homeserve operations supervisor on how to go about fixing the leak. The leak was report 10 July and not we are into over thirty days of a main water leak. Answered, yes, butt fixed not even close. Still have the leak and waiting for the next $1300 water bill.

  

  Business Response

  Date: 08/28/2024

  We are in receipt of the additional comments provided 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 actively 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.
  

  
  

  

  Business Response

  Date: 09/04/2024

  In response to Mr. *****’s rejection, a member of
  HomeServe’s Office of the President coordinated with our contractor and as a
  result, the repair was completed on September 3rd, 2024. The member confirmed
  that when Mr. ***** receives his next utility statement, he may send it to
  HomeServe for further reimbursement consideration. 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:07/25/2024

  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 May 18, 2022, I purchased an exterior sewer line warranty with Service Line Warranties of America and/or Home Serve. On June 12, 2024, Two of 3 bathrooms in my home began to back up with sewage. On June 13, 2024, I submitted a claim to Service Line Warranties of America/Home Serve to come clear the clog. Also on June 13, 2024, while waiting for Home Serve I obtained eight different plumbers to diagnose and present with quotes to fix. every estimate provided indicated that the sewer main line from the home to the street has severe belly that is causing sewage sludge to build up in the pipe and clog the shower and toilet drains. More specifically, the negative slope in the sewer main line was causing entire sewage system to backup and preventing proper flow into the city sewer drain and required a complete replacement. On June 13, 2024, Home Serve's technician with Anytime Plumbing arrived at my home to snake the sewer line to attempt to unclog. After hours of trying to snake the main line from the house to the street, the technician stated he could not remove the standing water in the main line and recommended that the line have a sewer camera run down the line to find out what is going on. After presenting Anytime with the prior plumber estimates, he said, "This was standard procedure". He has to snake the line. Then notate and request for a camera, which would lead into a jettison truck. That same day Home Serve sent the same company to jettison the sludge from the line which resulted in the same problem. Neither technician could restore proper flow and could not remove the standing sewage in the line. On July 17, 2024, i received an email from Home Serve stating my claim had been completed. This prompted me to contact Home Serve to find out what is going on. Home Serve scheduled a sewer camera to come out July 18, 2024 which was reschedule to July 19, 2024. Ultimately, on July 24, 2024 Home Serve emailed me a response denying any replacement or coverage.

  

  Business Response

  Date: 07/31/2024

  We are in receipt of the complaint filed by ******* *****
  and regret to learn of his dissatisfaction. HomeServe USA places our customers
  at the heart of everything we do and considers customer satisfaction of utmost
  importance. We take customer complaints seriously.
  In response to this complaint, a HomeServe Office of the
  President (OTP) representative contacted Mr. ***** on July 29, 2024, to address
  his concerns regarding the denied reimbursement request for his external sewer
  line replacement. According to the service agreement terms and conditions, Homeserve
  does not cover bringing an improperly installed line up to code. The Exclusions
  the state, “Any replacement, correction, upgrade, or move of Your existing Line
  in order to meet any code, law, regulation, ordinance, or utility directive”.
  We acknowledge Mr. *****’s continued dissatisfaction and
  regret he remains dissatisfied with our findings, however, 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.

  Customer Answer

  Date: 07/31/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Home Serve is a warranty company that is promoted by the **** ** *** ***** as being a reputable company that honors it’s end of the term of the warranty/policy issued. When in fact, Home Serve does not perform any due diligence prior to issuing a policy for coverage only to deny ALL claims on the basis of a boiler plate contract. More specifically, Home Serve is not abiding by its end of the contact, clear breach of contract. I have only owned my home for the last 3 years, although it was built in 1978. Home Serve contends that they will not repair, replace, or reimburse for the replacement of sewer lines that they have provided a policy for over 2 years because of work that may or not have been performed prior to my purchase. Home serve is a scam! Home Serves own contractors all advised me that this company will NEVER replace a sewer line and will only perform a spot fix. Which would not correct the issue in my specific instance. I have hired counsel to move forward with a lawsuit in District Court. Shame on Home Serve, as I am positive that more citizens of *** ***** are paying for a policy, that will never be honored. 
  

  stay far away from Home Serve. 
  

  I will also be referring my complaint to the **** ** *** ***** and the a******* ******* ** ****** to investigate Home Serves crooked practices of denial of claims, although they will issue a policy without any due diligence and collect upon that policy until a claim is filed. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 08/06/2024

  We are in receipt of the rejection complaint filed by Mr.
  ******* ***** and regret to learn of his continued dissatisfaction. Service
  Line Warranty of America ("SLWA") 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 SLWA’s Office of
  the President team (“OTP”) conducted a detailed investigation of the issue and
  contacted Mr. ***** on July 29th, 2024.  Our
  records show Mr. *****'s sewer line experienced a backup which he reported to
  us on July 12, 2024. To explore this issue, a trusted network service provider
  was sent out to investigate the problem. However, Mr. ***** had hired another third-party
  contractor to replace the sewer line at his own expense. Mr. *****'s Exterior
  Sewer/Septic Line service agreement states that "Whether Your Line is to
  be repaired or replaced is entirely within the discretion of SLWA".  Mr. ***** also provided documentation through
  his service provider that advised the cause of the backup was due to a negative
  slope of the sewer line. SLWA will not approve reimbursement since the line was
  operational and any repairs or replacements would need to be completed by an
  SLWA approved network contractor. We understand that Mr. ***** remains
  dissatisfied with this outcome; however, 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 Mr. ***** to reach out to us
  with any further concerns.

• Initial Complaint

  Date:07/23/2024

  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 sent the letter below to Home Serve via **** on July 2, 2024 as well as submitting via their website on July 22, 2024. I also tried to get a resolution their 800 # this morning (July 23) and was put on hold for over 15 minutes and gave up. I can provide a copy of the receipt from the contractor for the replacement water heater.
  
  Home Serve
  
  ****** ******
  **** ******* *** ***** ***** ** ***** 
  July 2, 2024
  To Whom It May Concern,
  I contacted Home Serve about my leaking water heater. My service agreement number is ******** and is paid for through my *** billing.
  I was assigned a confirmation of service request from ********** ********* ***. An appointment was scheduled for June 14th, 2024, at my house between 1:30 pm and 5:30 pm MDT. No one showed at my house as promised or contacted me about the service appointment. On June 15, 2024, I called ************ and waited on hold for over 12 minutes before ending the call. While on hold, the message indicated the company was “experiencing a high call volume”. There was no indication of where I was in the line for service, how long I may have to wait, or the option to leave a message to get a call back. At this point in time, I chose to take matters into my own hands.
  Not hearing from the contractor chosen by Home Serve and not feeling it was my responsibility as a customer to ensure ********** ********* *** met their obligation, I contacted Action Mechanical, a reliable contractor and former partner of Home Serve. Their service technician determined a new water heater was needed. Action Mechanical installed a new water heater on June 17th, 2024.
  Due to the lack of service from Home Serve and its chosen provider, I feel it is only fair that the warranty claim be honored. I’ve attached a copy of the invoice indicating a cost of $1662.50 for a new water heater and installation.
  I look forward to hearing from you with a resolution for this warranty claim.
  Sincerely,
  ****** ******

  

  Business Response

  Date: 07/29/2024

  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, emailed Mr. ****** on July 25th, 2024, and
  offered to reimburse his full benefit limit for the replacement of his water heater. 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: 08/04/2024

  
  
  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:07/22/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received in the mail a notice that I signed up for HomeServe and this is a copy of my contract.
  I did in no way sign up anywhere for this service. I receive mailings from them all the time and shred the letter.
  Did they somehow get my account information without my consent?
  Please let me know.
  **** ****

  

  Business Response

  Date: 07/24/2024

  We are in receipt of the complaint filed by **** **** and regret to learn of his dissatisfaction. HomeServe USA  places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously and are happy to report that the issue is resolved.
  
  In response to this complaint, a member of HomeServe’s Office of the President (“OTP”) conducted a detailed investigation of the issue and as a result, called *** **** on July 22nd, 2024, and advised that we had located the original signed enrollment form dated August 8th, 2020. The OTP member mailed *** **** a copy of the form for his reference and canceled the coverage, per *** ****’s request.

  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:07/22/2024

  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 June 5th 2024 I had my HVAC AC replaced. I have replacement coverage with HomeServe for $1000 that goes towards the cost of replacement. On June 5th I sent an email to HomeServe to file the claim for the reimbursement. On June 6th I received an email from HomeServe stating the claim was approved for $1000 reimbursement.
  We have reviewed your Cooling System reimbursement request and approved it in the amount of $1,000.00. Within the next 7 calendar days we will mail your reimbursement check to *** **** *** ** ***** ** ***** and it should arrive in no later than 30 calendar days. If for whatever reason you do not receive your check within 30 calendar days, please call the HomeServe 24/7 Repair Hotline at ###-###-#### and select “existing repair or claim.”
  Requested Amount: $1,000.00
  Approved Amount: $1,000.00
  Explanation of variance (if applicable): If We determine that Your Heat Pump/Cooling System cannot be repaired, We will provide You Replacement Assistance of $1,000 towards the purchase of a comparable replacement.
  Customer Name: ******* * ********
  Customer Mailing Address: *** **** *** ** ***** ** *****
  I still have not received my money. I have called the assistance line about 10 ten times to request assistance. Each time they tell me to wait for something to happen in the future or state that they are sending an email to escalate the situation. They say someone should contact you in 24 hours or 48 hours but nothing ever happens. I still do not have my money from a June 5th repair.

  Customer Answer

  Date: 07/23/2024

  I have my check now.  You can close the complaint.

• Initial Complaint

  Date:07/18/2024

  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.

  It’s against homeserve service plans that’s ran through the *** website. The exact location of homeserve is unknown. I’ve been paying into a AC/ cooling system repair program for seven years, and when I tried to use it, they didn’t want to pay out because my system was deemed out dated, beyond repair. (. Cheaper to replace). The max benefit is supposed to $1,750. That’s the max I would expect to get minus the charge of the service call that for the contractor that came out and said it was old and out dated and needed replaced. Again I’ve paid in seven years which is over $1,200. My wife and I got the run around with about six different calls to home serve to try and get resolution. They would just say that’s not how it works, or it’s not covered, your prorate is for one year approximately $160 which would be used up on the service call just to tell me it needs replaced. I believe there service is misleading and a fraud. They have no problem taking my money, but when it’s there turn to pay, it’s no,no,no, it’s not covered, that’s not how it works etc. I would estimate I’ve paid over $1,200 in the past seven years, about $14 amount with tax and fees. Again, I believe this to be extremely misleading and a fraud. I know there not paying for a new unit, I never asked them to pay for a new unit, I just wanted the $1,750 it says is my max benefit, minus the charge for the service call. I even told them I don’t want or need the money, they could pay it directly to the company I get to do the repair/replacement. Terrible

  Customer Answer

  Date: 07/22/2024

  The additional information provided is what I got back from the service provider sent by home serve to my residence after there visit.  
  

  not sure I they do to this when the first person showed up said it’s a electrical issue and left.  In my opinion didn’t check the unit out at all.  Just said it’s an electrical issue.
  

  the same company sent an electrician,  and he said it’s an ac unit issue,  nothing wrong with the electric.  

  

  Business Response

  Date: 07/30/2024

  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 we have resolved this issue.
  
  In response to this
  complaint, a member of HomeServe’s Office of the President (“OTP”) conducted a
  detailed investigation and as a result, called Mr. ***** on July 26, 2024, and
  offered clarification of coverage regarding covered repairs and parts under his
  Cooling System terms and conditions. OTP informed Mr. ***** that HomeServe
  would not provide the plan benefit limit toward replacement of the unit as the
  benefit amount is for covered repairs only. Per the terms and conditions of Mr.
  *****’s cancelled service agreement, under “Coverage” and “What will happen if
  We cannot repair Your System?” the plan states; “If parts or refrigerant are
  unavailable, obsolete, or being phased out or We deem Your System beyond
  repair, We will provide a pro-rata refund, less any claims paid by Us.”
  
  We understand this
  may not be the outcome Mr. ***** desired, however, we maintain that the
  investigation and outcome provided is fair, reasonable and consistent with the
  expectations of the service agreement. We appreciate you bringing this matter
  to our attention and giving us the opportunity to respond. We welcome Mr. *****
  to reach out to us with any further concerns.

  Customer Answer

  Date: 07/30/2024

  I talked with a gentleman by the name gene I believe from home serve.  In my opinion our conversation was all scripted on his end,  text book response,  nothing personal about it.  I believe the attempt to correct this issue wasn’t even attempted,  terrible service,  I wouldn’t recommend to anyone.  How does a company allow a customer to pay for a service/ insurance,  what ever you want to call it for approximately seven years then tell them their equipment is old and out dated and we ain’t paying anything,  it’s not covered,  etc.  so I canceled my service the same day,  why would I continue to pay for a service that I’ve paid into for approximately seven years and get nothing out of it outer then an invoice for full replacement?  I’m still confused on how they know they can’t fix it for the $1,750 when the guy that can out never took the system apart?  I’m not an electrician or hvac person but I would think you would have to at least take the lid off the system to figure out what’s wrong with it.  Again,  I believe it’s a terrible way to treat a customer that’s been paying you for approximately seven years ,  to tell them you can help them.  Like I told gene,  everything was fine as long as I sent there company money,  when it was time to help me,  I got nothing other then a service call and an invoice for full replacement.  At some point wouldn't a good reputable company call the customer and say,  you’ve had this plan for a while,  your system is getting old and we not not be able to cover repairs?  No,  big business writes up the contract,  dots the I and crosses the t’s so they don’t have to pay.  I never seen any list of what had to be fixed on my system.  It’s hard for the little guy to take on a multi million dollar company.  Good lesson learned.  Stay local,  where they really do care,  you may pay a little more but my experience they make it right,  regardless what the fine print/contract says.  Lesson learned  

  

  Business Response

  Date: 08/02/2024

  We are in receipt of
  the complaint rejection filed by ****** ***** and regret to learn of his
  continued dissatisfaction. HomeServe USA places our customers at the heart of
  everything we do and considers customer satisfaction of utmost importance.
  
  We appreciate the
  additional information provided by Mr. ***** in respect to his request for the plan
  benefit limit being paid out toward replacement of his unit, however our position remains unchanged. Our
  network service provider determined the compressor had failed and would need to
  be replaced. Mr. *****’s unit is around 20 years old, and a new compressor was
  unavailable, making replacement the only viable option. Per the terms and conditions of Mr. *****’s
  cancelled service agreement, under “Coverage” and “What will happen if We
  cannot repair Your System?” the plan states; “If parts or refrigerant are
  unavailable, obsolete, or being phased out or We deem Your System beyond
  repair, We will provide a pro-rata refund, less any claims paid by Us.”
  
  We understand this was
  not the outcome Mr. ***** desired, however,
  we maintain that the investigation and outcome provided is fair, reasonable and
  consistent with the expectations of the service agreement. We appreciate you
  bringing this matter to our attention and giving us the opportunity to respond.
  We welcome Mr. ***** to reach out to us with any further concerns.

  Customer Answer

  Date: 08/13/2024

  Now homeserve says it’s the compressor? First I’ve heard that,  they keep shifting and dodging.  In my opinion there a fraud.  There’s not much you can’t fix on an AC for $1850.  .  They said they can’t do anything now, I canceled my plan.  I say again the AC broken with I had the plan and I paid into for approximately seven years.  When they told me they was not fixing it,  why would anyone keep paying for a service that’s not going to fix your problem.  
  

  again my opinion,  terrible company, terrible customer service.  Never again 

• Initial Complaint

  Date:07/16/2024

  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 HomeServe contract entitles me to $1,000 in reimbursement for concrete damaged from a sewer line replacement. HomeServe's Terms & Conditions state "We will reimburse You for up to $1,000 for each Covered Repair for restoration of Your pavement, yard, or landscaping disturbed by the Covered Repair."; and, "You must include copies of the [repair] invoice. The invoice must be on business stationery and should include the name, address and telephone number of the provider, as well as a complete description of charges. Approved payments will be made to You within 30 days of receipt by Us of Your properly completed form."
  
  I spoke with HomeServe representatives on 11/2/23 & 422/24 to confirm this reimbursement process. I was told both times I just needed to email the contractor's invoice work completed and costs. I did this on 5/1/24. After 30 days I followed up and was told a job hadn't been created for the reimbursement in their system. I was told that was now done & the reimbursement would be processed shortly.
  
  In June HomeServe emailed saying they required a contractor license # and permit to issue payment even though HomeServe's own written Terms & Conditions don't state these are required. On 6/22/24 I replied in writing explaining this information was not contractually required and that I was never told they were necessary. I never heard back.
  
  On 7/1 I spoke with two reps about the situation, explaining their Terms & Conditions didn't require this info. Both agreed these items aren't required. One said she was emailing the reimbursement dept to issue the reimbursement.
  
  By 7/15 I still hadn't heard back and followed up. The rep told me that I was required to submit a contractor license # and permit, even though they aren't required by the HomeServe Terms & Conditions. I asked to speak to a supervisor, but she only said the Reimbursement Department would call me.
  
  I've been told this repeatedly and continue to get misinformation I am now filing this complaint.

  Customer Answer

  Date: 07/25/2024

  I received a call from HomeServe a couple days after my complaint was filed and Josiah with HomeServe was very helpful in understanding and resolving the issue. I received a check via ***** within a couple of days of speaking with Josiah and it cleared. So this complaint has been resolved.

  Thank you to BBB for it's help.

  Best,

  *** *******

• Initial Complaint

  Date:07/15/2024

  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.

  On 3/13/24 I had a new HVAC system installed. The instillation was very shody. The equipment is covered in duct tape. I was told that the equipment would be similar to my old furnace. It is not at all similar. Yesterday I replaced the filter. The area for the filter is 1.5 inches and the filter is 1 inch deep and you cannot get your fingers in to remove the old filter.
  Today we turned on the air conditioner. It did not work. It tripped the circuit breaker. The repairman was here for 3 hours and concluded that it was a manufacturer's defect.
  we complained about the installation before but nothing was done. Today the manager called to say he will be here on Monday to check it out. I believe it should have been checked after installation to determine if the system were working
  The whole experience was negative and I believe other consumers should be made aware of the service provided by this company.

  Customer Answer

  Date: 07/13/2024

  
  
  

  At this time, I have been contacted directly by HomeServe of Long Island regarding complaint ID ********, however my complaint has NOT been resolved because:

  
  

  The air conditioner has been replaced and is working. They have corrected some of the instillation problems, but the issue with the filter is unresolved. When they corrected some of the instillation issues, they disconnected] the humidifier from the pump. I called and they said they are coming back to correct that and the filter problem. They were supposed to come last week and I have not been contacted by them at this point.

  
  

    

  
  

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

  

  Business Response

  Date: 07/26/2024

  We are in receipt of the
  complaint filed by Mr. ********* 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.
  
  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 Mr. ********* on July 15,
  2024, and advised she had reached out to the Installation Manager. Mr.
  ********* was contacted on July 26, 2024, an appointment has been scheduled for
  July 31, 2024. HomeServe are committed to resolving the complaint, and will
  continue to liaise with Mr. ********* until the issue is fully resolved.
  
  We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond.   

  Customer Answer

  Date: 07/31/2024

  Regarding complaint Number ******** against HomeServe. Today July 31, 2024, a technician and a supervisor came to my home and installed a filter chamber which can be easily accessed they explained that the humidifier which was installed does not need to be attached to the pump. I want to thank BBB for bringing these problems to the attention of HomeServe resulting in a good outcome.

  Sincerely,

   

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

  Customer Answer

  Date: 07/31/2024

  
  
  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,
  
  
  
  ******* *********