Complaints

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

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  HomeServe USA Corp.

  45 Glover Ave Fl 6 Norwalk, CT 06850-1238

  
• 

  Home Emergency Insurance Solutions

  Unpublished Fresno, CA 93722

• 

  Home Service USA Repair Management Corp.

  PO Box 7318 Albany, NY 12224-0318

• 

  HomeServe USA

  PO Box 1656 Marietta, GA 30061-1656

• 

  HomeServe 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:05/21/2025

  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.

  When we had a plumbing problem back in 2022, we carried Homeserve as an insurance. Our exterior line had some roots breaking in and clogging it. Rather than fixing the problem, Homeserve continuously sent out plumbers to clear the line every couple of months rather than providing a permanent fix for what was clearly going to be a repeating problem.
  
  After 8 months of this we managed to escalate our issue up the chain and were able to get into contact with someone near the top of the company. With their help, we finally had the pipe lined so that we would have no future problems with roots...
  
  Or so we thought. Now, two years later after having the fix done (originally completed on 03/21) we're having the same problem. When we called out plumbers to scope the line they discovered that not only was a full liner not used (likely to cut costs), but the patch that was applied wasn't done so properly and was now leading to a full pipe collapse.
  
  It's been made clear that the only route Homeserve appears to take is one that temporarily fixes the problem and pushes it down the line for someone else to manage. Do not use this company under any circumstances; your problem won't be fixed, just patched as cheaply as possible.

  

  Business Response

  Date: 06/25/2025

  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 June 25th, 2025 and confirmed
  that, after a thorough review of the information provided, we were unable to
  substantiate that there was any improper installation by our service provider. 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:05/20/2025

  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.

  The date of the work to fix the outside water line was April 15 2025. The work to be done per contract was to fix the water line from the water companies service to the water meter in the house. and restore any disruption which would be lawn and walkway in this case. The water company threatened to shut our homes water supply if we did not get it fixed. HomeServe sent down a crew and fixed the problem but not the lawn or walkway. I called HomeServe 4 times and each time they said I owed them money. The contract states that that they would fully cover the work and fix the lawn and brick walkway.

  

  Business Response

  Date: 06/04/2025

  We are in receipt of the complaint filed by ******* Troiani
  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:05/20/2025

  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.

  In April of 2025 there was a storm and my tree lost some branches that feel on my power line. ******** ***** came out and reconnected my power on 5/2/25. They told me to call their affiliated company - HomeServe about the repairs to the line that they thought would be covered by the plan ******** ***** sold to me and billed me monthly for it. I called Home serve and they had an electrician come out to look at the damage. The electrician came out and said that HomeServe was rejecting all claims that happened from the storm. The wording of the plan had different wording per Homeserve than what ******** ***** had sent. Homeserve had changed to to "ACT OF GOD" so they could welch on the plan. this they did and they refused to pay for the repairs. I cancelled the plan as soon as I found out but I had been paying for it for a while and they just said the damage was not covered so they would not refund prior payments. I.e. they welched. I filed a claim with the *** but they rejected it because ******** ***** was not obligated because they set it up Homeserve as a non- public utility company. The representative of Homeserve said the damage that I was responsible for was over $2,000 and he said he would do the work and I could pay him directly because he knew homeserve was rejecting all claims and if he got Homeserve to change their mind he would pay me back, This is a clear SCAM that Homeserve and electrician were working.

  

  Business Response

  Date: 05/30/2025

  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 *** ******’s complaint, a HomeServe Office of
  the President (OTP) representative contacted him on May 29, 2025, to address his
  concerns and offered clarification of his coverage. The OTP member advised that
  the service agreement only covers repairs due to normal wear and tear, which is
  defined in the service agreement as “deterioration that occurs naturally over
  time resulting from standard use.”
  We acknowledge *** ******’s continued 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.

  Customer Answer

  Date: 05/30/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: ******** ***** sells the coverage and their wording says it should be covered whereas HomeServe uses different wording in a Fraudulent attempt to reject all claims. Also the electrician they sent put padded the repair amount to put money in his pocket and said I should pay him direct - a clear scam. HomeServe also rejected the issue of prior damage where I did not call then when a truck knocked down the line which is clearly covered by ******** *****'s wording. They are crooks
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:05/16/2025

  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.

  Hello, I signed up through *** for Homeserve Water Heater Protection. Now that I need it, they’re telling me I have no coverage on my water heater because it is tankless.

  

  Business Response

  Date: 05/21/2025

  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 (“OTP”) conducted a
  detailed investigation of the issue and as a result, confirmed *** *****’ Water
  Heater Repair and Replacement Service agreement does not cover tankless water
  heaters and the service agreement was cancelled.
  
  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.

• Initial Complaint

  Date:05/14/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally request a reimbursement of $251.08 from HomeServe due to significant delays and negligence in resolving an issue with my exterior water line valve. Under the responsibility of HomeServe, ****** ******** ******* was assigned to repair a leaking exterior valve in my front yard. Unfortunately, it took 30 days to complete the repair, during which time I experienced high water bills, multiple missed appointments, and considerable inconvenience. Below is a timeline of events:
  
      •    10/8/2024 Technician arrived but did not perform any service.
      •    10/14/2024 Technician failed to show up and did not call.
      •    10/23/2024 Same-day service was canceled by McAtee Plumbing Co.
      •    10/30/2024 The valve was finally repaired.
  
  I visited the City of ********* ******* ******** and submitted a request for a billing adjustment with a balance of $1,064.02 on my account. On 12/27/2024, I received confirmation that a water bill adjustment was granted for $251.08, reducing my balance under the adjustment program.
  
  To resolve this matter, I made multiple attempts to speak with someone at HomeServe. Between October 2024 and March 2025, I made 24 phone calls, with only four responses. *** M********, a representative from the President’s Office, was assigned to assist me, but she ultimately stopped returning my calls, leaving the issue unresolved.
  
  Also I made additional payments to avoid water service disconnection.
  
  This situation reflects poorly on HomeServe’s reputation for reliability. If your service providers cannot meet scheduled appointments or communicate proactively, customers are left to suffer the consequences. I believe HomeServe must be accountable for the actions—or inactions—of its contractors.
  
  As a HomeServe customer, I expect this company to take full responsibility for the services it advertises and the contractors it hires during household emergencies.
  
  Please provide a timely and satisfactory resolution to this matter.

  

  Business Response

  Date: 05/21/2025

  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 May 20,
  2025, and offered a gratuity due to the delays experienced. *** ********* 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: 05/27/2025

  
  
  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:05/14/2025

  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.

  HomeServe USA has withheld a reimbursement of my computer for a month now. They will not comply with giving me the money they said they would in the amount of $939.99. I wish to have this resolved ASAP as I'm a college student online and desperately need my computer replaced with the money promised to me.

  

  Business Response

  Date: 05/20/2025

  We received ****** *********'s complaint and regret learning
  of his 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 and are happy to report that the issue
  has been 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 May 14, 2025, and reimbursed his expenses
  based on the invoices submitted. Mr. ********* accepted this outcome.
  
  We trust this response satisfactorily resolves Mr.
  *********'s concerns. We appreciate you bringing this matter to our attention
  and allowing us to respond. 

• Initial Complaint

  Date:05/14/2025

  Type:Billing 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.

  We have a charge on our credit card that was not a charge we made. When calling home service about this issue. They could not find the charge and could not help me.

  

  Business Response

  Date: 05/16/2025

  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 has been 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, offered clarification on
  the disputed charges. Mr. ******* did not wish to continue with his service agreements,
  so the plans were cancelled as requested and appropriate refunds were issued.
  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.

  Customer Answer

  Date: 05/19/2025

  
  
  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:05/12/2025

  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.

  March 13, 2025 I had my first claim for sewer line backup into my basement. Home Serve sent a plumber from **** **** who snaked it and said if it happens three times we will look with a camera. On the third time they sent a plumber and sewer specialist with a camera. They discovered a break in the sewer line which is under the concrete driveway. *** **** ******* submitted their plan on 4/30!and estimate for repair. I received two calls this week from Home Serve saying they were reviewing the bid. Today, Friday May 9, 2025, Kelly of Home Serve left two messages that they were still reviewing. I called back twice. The third time she called and she said Home Serve determined they are not responsible for the repair because “The pipe was not properly installed”. My home was built in 1999 and never had a problem until this March. I have been paying for Home Serve sewer line repair and sewer line restoration for years,every month along with water line repair and restoration, plumbing indoors, gas line repair and more.
  They are rejecting my claim because they do not want to pay for the repair. I want them to pay as contracted and promised. Any company can claim something was not installed properly 26 years ago. I will sue them if necessary as it appears they have rejected many similar sewer claims on the BBB website. Please help me resolve the unfair emergency situation. We cannot use toilet paper due to the pipe break.

  

  Business Response

  Date: 05/20/2025

  We are in receipt of the complaint filed by **** **** 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.

  On May 13th, 2025, a member of HomeServe’s Office of the
  President called Ms. **** and explained that based on our technical specialist’s
  and operation manager’s determination, the camera footage indicated that the current
  issue was the result of improper installation and not covered by the contract.
  The member offered to refund all premiums paid into the Exterior Sewer and Exterior
  Sewer Restoration policies and canceled these programs at the customer’s
  request. Ms. **** initially accepted the refund, but expressed she disagrees with the outcome.

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

• Initial Complaint

  Date:05/09/2025

  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.

  On 5-3-25 i called homeserve due to a surge issue with my icemaker again as well as the same exact issue happened less then a year ago on 6/18/2024 that made my icemaker go out. it was a smooth process they sent someone out and they fixed the issue. Now in may having same issue they set to send someone then they cancelled the person from coming without my consent then they tell me they only do a reimbursement process as of 5-5-25 then i was transferred several times receiving all different answers to why they cancelled requested a manager to come on the phone a rep name jessica i had to ask for a manager 10x when they finally allow me to get a manager they then tell me the manager that will call me back in 24 hrs now my ice maker is still out they are taking my money evry month providing me with horrible customer service. I hope noone ever uses this company its all a money get and no resolution. they dont even have respectt for customers couldnt give me a answer to why they cancelled and why they sent someone before and cannot now. i would like the CEO to reach out to me asap.

  

  Business Response

  Date: 05/14/2025

  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, coordinated with a member of leadership within our Appliance
  Team, who called Ms. ***** on May 9th, 2025 and explained that per the Terms and Conditions, the policy is
  reimbursement only, and any previous repair claims were set up in error. Ms.
  ***** requested to cancel the program and was approved for a full refund due to
  her dissatisfaction with the program. Ms. ***** 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 Ms. ***** to reach out to us with any
  further concerns.

  

  Business Response

  Date: 05/14/2025

  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, coordinated with a member of leadership within our Appliance
  Team, who called Ms. ***** on May 9th, 2025 and explained that per the Terms and Conditions, the policy is
  reimbursement only, and any previous repair claims were set up in error. Ms.
  ***** requested to cancel the program and was approved for a full refund due to
  her dissatisfaction with the program. Ms. ***** 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 Ms. ***** to reach out to us with any
  further concerns.

• Initial Complaint

  Date:05/08/2025

  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.

  Company took $38.22 from account mistakenly on 4-22-25 one month after quarterly payment made of 41.97 on 3-17-25. Have called company and they told me that there was a billing glitch and that there would be a refund of the money within 10 business days. The refund did not come within 10 business days and then the second person I talked to told me that the refund did not go through and redid the refund for an additional 16.78. The second person told me to call back on 5-6-25 if the money had not been transferred. As with the first time, the money had not been transferred by the time given by the representative. I called back on 5-7-25 and was told that there had been an error on the refund amount. Someone had put in $32.88 instead of $38.22. On the call on 5-7-25 the representative again assured me that the refund was showing that it had been processed and that the money should be in the account within 5 business days. I am truly getting tired of the runaround and different representatives telling me different things. My next quarterly payment for this insurance is not due until 6-17-25.

  

  Business Response

  Date: 05/15/2025

  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 May 9, 2025, to offer her a goodwill refund. Ms. ***** 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.
  
  

  Customer Answer

  Date: 05/19/2025

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