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 Service USA Corp

  On File with BBB Nashville, TN 37219

• 

  HomeServe USA

  PO Box 267 Annapolis, MD 21404-0267

• 

  HomeServe USA

  PO Box 1656 Marietta, GA 30061-1656

• 

  HomeServe USA Corp.

  PO Box 4067 Portsmouth, NH 03802-4067

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: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,
  
  
  
  ******* *********

• Initial Complaint

  Date:07/12/2024

  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 have been trying to find a way to cancel your service for years, I want you to stop taking money from my checking account and and stop sending me bills as far as I can can see your just a scam! Stop taking my money or I will start making more formal complaints to everyone I can find to complain to.

  

  Business Response

  Date: 07/24/2024

  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 (“OTP”) conducted a detailed investigation and as a
  result, contacted *** ***** on July 15, 2024. The OTP member confirmed how the
  plans were enrolled and validated the request for cancellation. The member
  cancelled *** *****’ two plans and recontacted her to confirm the actions
  taken, advising she would not receive any further bills.
  
  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:07/12/2024

  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 been a HomeServe customer for over six years. On July 10, 2024, I scheduled a service call to address a minor water leak in my cooling system. The technician, Mr. C*****, arrived around 12:45 PM, cleared the drain lines, tested for leaks, and resolved the issue. He then recommended changing the drain connection and proceeded to cut the pipe leading to the AC drain pan. However, he admitted that he lacked the necessary parts, specifically a P-Trap, and temporarily connected a straight pipe, assuring me he would return with the correct parts. HomeServe scheduled a follow-up appointment for July 11, 2024. Mr. C***** arrived at 2:43 PM to complete the repair, but either over-tightened or mishandled the new P-Trap installation, causing the drain pan to crack. He acknowledged his mistake, apologized, and advised me to contact HomeServe to file a claim. At 3:32 PM, while Mr. C***** was still present, I contacted HomeServe, and he confirmed his responsibility for the damage over the phone. I have recorded this call and video evidence of his admission. The HomeServe operator, Ms. A****, scheduled an appointment for July 12, 2024, to address the issue. Mr. C***** reiterated multiple times that HomeServe would fix the damage. However, on the morning of July 12, 2024, I received a call from Mr. R*****, the local HomeServe manager, who contested the claim and attempted to avoid responsibility. I informed him that I have recordings and visual evidence proving the damage was caused by their technician. I expect a prompt resolution for the following: replacement of the damaged drain pan, reconnection with the proper P-Trap, and restoration of my AC system to working condition and I hope to resolve this matter amicably without further escalation.

  

  Business Response

  Date: 07/26/2024

  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. We take customer
  complaints seriously and are working with Mr. ****** to resolve the issue to
  his satisfaction.
  A member of HomeServe’s Office of the
  President (“OTP”) reached out to Mr. ****** on July 18th, 2024, and
  ascertained a copy of the call recording substantiating his claim. The OTP
  member has forwarded this evidence to our Field Service Manager and is awaiting
  an update on the case.
  We appreciate you bringing this
  matter to our attention and giving us the opportunity to respond. We look forward to finding a mutual resolution to Mr.
  ******’s concerns.

• Initial Complaint

  Date:07/12/2024

  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.

  We pay monthly for Homeserve pip insurance for exterior and interior issues. Called Homeserve to setup an appt with a plumber to see what the issue was with our lines to find out there was a hole in the line underneath our kitchen floor. They said we would need to pay $515 in out of pocket expenses after the plumber inspected the line. I was on a recorded line yesterday around 4:00pm with Homeserve and repeatedly asked the representative numerous times if the $515 covered repairing the concrete after demo and he said yes two times, again on a recorded line. I then had Kedrick H***** from Homeserve and T T***** deny the repair after their representative on the phone told me it was covered. They said it went against their terms and conditions, however I said they need to honor the repair since the representative told me it would be covered on a recorded line and they failed to do so.

  

  Business Response

  Date: 07/18/2024

  We are in receipt of the
  complaint filed by ******** ****** and regret to learn of his dissatisfaction.
  HomeServe USA places our customers at the heart of everything we do and
  considers customer satisfaction of utmost importance. We take customer complaints
  seriously and are happy to report that the issue is resolved.
  In response to this complaint, a
  member of HomeServe’s Office of the President conducted a detailed
  investigation of the issue and as a result, called Mr. ****** on July 16th,
  and provided clarification of coverage and offered to cover his out-of-pocket
  expense as a courtesy for the miscommunication he experienced. Mr. Staley
  accepted this outcome.
  We trust this response
  satisfactorily resolves Mr. Staley’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:07/12/2024

  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 called many many times today to have my current 10 HomeServe accounts canceled. It’s as if I’m talking to a brick wall - because they all still show ACTIVE. So UNLESS HomeServe wants to cancel or 50% DISCOUNT my current plans…..there’s not a whole lot of room to negotiate because I can’t afford the cumulative plans.

  

  Business Response

  Date: 07/18/2024

  We are in receipt of the
  complaint filed by ****** ****** and regret to learn of his dissatisfaction.
  HomeServe USA places our customers at the heart of everything we do and
  considers customer satisfaction of utmost importance. We take customer complaints
  seriously and are happy to report that the issue is resolved.
  In response to this complaint, a
  member of HomeServe’s Office of the President conducted a detailed
  investigation of the issue and as a result, called Mr. ****** on July 12th,
  2024, and provided clarification on the cancellation process, and confirmed
  that all 10 plans had been cancelled per his request on July 11th,
  2024. Mr. ****** accepted this outcome.
  We trust this response
  satisfactorily resolves Mr. ****** concerns. We appreciate you bringing this
  matter to our attention and giving us the opportunity to respond. We welcome
  Mr. ****** to reach out to us with any further concerns.

• Initial Complaint

  Date:07/11/2024

  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 or about 7/5/2024, I called this company to have someone come out and repair my air conditioning unit due to it not cooling my home. On or about 7/8/2024, I called back as my system was not running only the fan. They sent out a repair man on 7/10/2024, the repair man stated that the unit was no good and that he had cut the breaker off. Approximately three weeks earlier, someone came out to clean the unit and said the unit was fine. This repair man that came out on 7/10 has cut the wiring in the unit and now it has severed all forms of heating and cooling. The repair man stated to begin with that it was just the fan motor that was bad and he replaced it and then stated that after 2 hours the unit was bad. This residence has a 77 y/o female who has a history of heart attacks and breathing issues and we are now being told that they will send someone out within 48 hours to fix the wiring. We have the policy in hand and have been told that if the unit goes out that homeserve has to replace the entire unit. We want action from this company, there is no reason they take peoples money and don’t hold good to their promises that they make when selling these policies.

  

  Business Response

  Date: 07/18/2024

  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 July
  11, 2024, and offered to send another service provider to inspect and correct
  any issues with her HVAC unit. July 12, 2024, we sent an additional service
  provider who inspected the unit. They validated the correct installation of the
  previously installed condenser fan motor, and ensured the unit was operational
  with no further issues present. Ms. ****** accepted this outcome.
  
  We trust this
  response satisfactorily resolves Ms. ******’ 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: 07/18/2024

  
  
  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:07/08/2024

  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 filed a service claim mid May for a hot water tank. The following day a tech came out and was able to restart the tank. I was told by the tech if it goes out again, to call I have photo's, I'll put in for a replacement tank, I have all the information I'll need. So I call back the following day and explain to the representative what I was told, he said let me look into it and I'll call you back. Later that afternoon I received a call and was told I had been approved for a replacement tank, and the service provider will reach out to schedule an appointment. I don't hear anything for four days, so I call Home Serve and am told they're waiting for the service provider to send them the request for the replacement. So I call the service provider and am told they're waiting for Home Serve to give them the go ahead for the repair. I call Home Serve back and am told that whomever told me I was approved for a replacement was wrong because I hadn't reached my 90 day mark for replacements. I bought a tank and then when I went to cancel my contract online, I saw my contract started 8 January 2024. I had met that requirement. So I called Home Serve and asked why was I lied too and are you now going to reimburse me the $600 for the tank I just bought. I was told to email receipt to [email protected] and I'll receive a check in 30 days. I have not received a check.

  

  Business Response

  Date: 07/18/2024

  We are in receipt of the complaint filed by ***** **********
  and regret to learn of his dissatisfaction. HomeServe USA places our customers
  at the heart of everything we do and considers customer satisfaction of utmost
  importance. We take customer complaints seriously and are happy to report that
  the issue is resolved.

  
  In response to this complaint, a member of HomeServe’s
  Office of the President conducted a detailed investigation of the issue and, as
  a result, called Mr. ********** on July 9, 2024. The agent requested the
  documentation directly and approved the reimbursement. Mr. ********** accepted
  this outcome.

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

  Customer Answer

  Date: 07/29/2024

  Complaint was resolved.