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

  Lincoln, NE 68501

• 

  HomeServe USA Corp.

  PO Box 401045 Las Vegas, NV 89140-1045

• 

  HomeServe

  PO Box 93084 Des Moines, IA 50393-3084

• 

  HomeServe USA Corp.

  7830 Byron Dr Riviera Beach, FL 33404-3336

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:07/08/2024

  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.

  My problem is ongoing. I purchased a sewer system contract in 2007, for my outside lines. The first issue is if you want to get preventative maintenance done, you have to pay out of pocket since contracts are not honored unless there’s water leaking in you basement.
  I had that happen many times until finally 20 feet of line out of 35 feet , which was inundated with roots collapsed. The 20 feet was replaced and the extra 15 feet with all the roots were left. ( It’s not repairable unless it’s damaged).
  I called again for service on Friday 7/5 and nobody reached out to me from any service provider. I eventually had to pay a third party service provider to clean my lines up, which was already leaking into my basement. This provider gave me a complementary camera inspection, which showed that one of the components on the previous repair was not installed correctly , but now it’s not leaking anymore Homeserve will not dispatch anyone to correct the issue. They really need to change their standards and do the repairs instead of just collecting contract fees monthly with no service. They need to be held accountable.

  

  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 8th, 2024 and
  requested the diagnoses report and receipt from the
  contractor he hired. After reviewing the report and invoice provided by his
  contractor, the member offered a one-time reimbursement for the services
  performed. 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: 07/19/2024

  
  
  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:07/05/2024

  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.

  Major sewage back-up in crawl space. Home Insurer wouldn’t fully remediate until blockage was cleared/ repaired . Homeserve contractors could not respond for days due to scheduling. Because of the severity of the backup customer requested to hire a non contracted plumber through Homeserve. Request denied . Days later. *** *** *** responded but refused to enter to repair the issue. Customer made an additional call for the company to respond and they responded with a snake drain and not a camera and said the matter did not exist . Because of the serious of the issue I paid someone to send a camera through the line and it was reported the line was compromised . I can’t understand why *** *** *** plumbing couldn’t properly diagnose the issue but yet reported to this customer that he would make other repairs if I paid him $2800. Why pay him when I have and have had Warranty service for years. I would like to hire a license contractor to diagnose and complete this repair properly through my warranty.
  
  This misdiagnosis has placed my tenants in peril without facilities to bathe, groom, and get rid of waste water for too long.
  
  I requested on a HOMESERVE recorded line last week to have a supervisor from homeserve to reach out. As of today I haven’t heard anything. I also reached out to *** *** *** PLUMBING FOR A CALL back and there has been silence. Additionally, ****** Plumbing was scheduled but canceled because *** *** *** Plumbing arrived with their inability to serve us with due diligence.

  

  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 5th, 2024 and discussed the option of the customer hiring their own contractor and being reimbursed by HomeServe. The member agreed to reimburse Ms. **** following the receipt of a paid invoice. Ms. **** accepted this outcome. 

  We trust this response satisfactorily resolves her 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:07/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made my initial call at 1pm on June 29th. I placed multiple calls BACK to HomeServe when no one reached out to schedule an appointment. I kept getting the same responses when I finally got a rep that knew how to do her job. They kept sending my emergency request to contractors without verifying if the company is opened or not. Finally, at around 6pm, a tech from ***** ********** *** came to my home. He said he found a leak and the unit was out of Freon. After he did the repairs, he wanted me to sign a blank invoice, which I refused to do until he filled it out. He seemed offended that I wouldnt just sign it. Even then, he did not fill out any cost amounts on the form. He left around 8:15 and by 6:30 the following morning, my house hadn’t cooled down. I called Homeserve to request another tech from another company because I didn’t trust the man who was previously there. I asked the agent if she could get in touch with the company to make sure they were opened because of how long it took to initially get someone out the day prior. She patronized me by saying “Sometimes there are delays because companies are closed.” After multiple calls to Homeserve, AGAIN, a rep told me, again, my ticket was sent to a closed company. She called around and got a new tech to come out. He stated that whoever did the prior repair put the wrong Freon in the unit, the compressor sounded bad and the unit is likely damaged. When the tech called in to Homeserve, we both talked to a customer service rep that said they don’t replace units and all she could do it put in a ticket for someone else to review. HomeServe sent someone to my home that has no digital footprint, I can’t ****** and research the company for myself and has only had a business license in the state of ** for just over a year. I trusted HomeServe. They sent him here, I ask that man to be here. I’m left with a bad taste in my mouth and no resolution. I wonder how thoroughly they vet their contractors.

  

  Business Response

  Date: 07/16/2024

  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 10th,
  2024, and provided clarification that 422B is an approved coolant replacement
  for the discontinued R22 Freon coolant. The member confirmed after thorough
  investigation the compressor failure was not caused by the initial contractor.
  As a gesture of goodwill, the OTP member confirmed Ms. ***** would be
  reimbursed for the cost of a window A/C unit she purchased during her repair. 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.

• Initial Complaint

  Date:07/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are tired of being told our check is going to be another 15 days.since may of 2024

  Customer Answer

  Date: 07/06/2024

  Now they are saying 7-10 business days to put a check in my checking account.unacceptable.its been months

  

  Business Response

  Date: 07/15/2024

  We are in receipt of the
  complaint filed by Mrs. ******* ******** 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 of the issue and as a result, provided Mrs. ******** with FedEx
  tracking information for her reimbursement check. On July 9, 2024, OTP
  confirmed that the check had been delivered.
  
  We
  trust this response satisfactorily resolves Mrs. ********’s concerns. We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond.  We welcome Mrs.
  ******** to reach out to us with any further concerns.

• Initial Complaint

  Date:07/03/2024

  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.

  We have paid an insurance premium to HomeServe for a number of years concerning coverage of water line replacement. We notified HomeServe and followed all instructions for reimbursement. Our line was repaired on 2/28/24 by *** ************. The claim was approved for reimbursement on 5/22/24. We were told it would take one week to process the check and to follow up if it was not received by 5/29/24. We notified HomeServe that we did not receive the check and were told that they could not follow up for 30 days. We called on 7/1/24 to notify them that we still had not received the check. We were told we would receive a call back from the reimbursement department within 2 hours and that did not happen. Another call was placed and a supervisor was to call within 24 hours. That did not happen. The approved reimbursement was for $4,250. We have not received a check that was promised and cannot speak to anyone who can or will resolve this issue.

  

  Business Response

  Date: 07/12/2024

  We are in receipt of the complaint filed by *** **** ***** and
  regret to learn of his dissatisfaction. Columbia Service Partners (“CSP”)
  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 CSP’s
  Office of the President conducted
  a detailed investigation of the issue and as a result, called **. ***** on July
  3, 2024, and offered to submit the reimbursement as an ACH direct deposit for a
  speedier resolution. **. ***** accepted the 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: 07/15/2024

  As of today, 7/15/24 we have not recieved the direct deposit. We were contacted imediately and promised a direct deposit within 5 to 7 banking days. To date it has not been recieved. I followed uo on Friday the 12th and was promised a follow up call Friday or Monday, today. As of this time we have not recieved a call or a direct deposit. This is the same pattern as when we were told a check would be cut on 5/23/24.

   

   

  Customer Answer

  Date: 07/15/2024

  I am not sure that you recieved my previous response so here is another attempt. HomeServe did contact me imediately upon recieving your communication. I provided my direct deposit information and told I would recieve funds within 5 to 7 banking days. As of this message we have still not recieved a deposit. A follow up call was made on Friday 7/12/24 and I was told that they would follow up with the reimbursement department and accounting and would call back no later than today, Monday 7/15/24. No call or deposit.  

  This is the same issue as I encountered when promissed a check to be issued on 5/23/24 that was never recieved. Follow up to have occered after 5/29/24. No action. 

  There seems to be a major lack if communication between their representatives and the accounting department.

   

  Thank You

  **** *****

  Customer Answer

  Date: 07/16/2024

  Can you confirm that you have recieved my response to this message?

   

  Thanks

  Customer Answer

  Date: 07/16/2024

  Can you confirm that you have recieved my response to this message?

   

  Thanks

  Customer Answer

  Date: 07/17/2024

  We have recieved our reimbursement today 7/17/24. Thank you for your assiatance. I do believe that without the BBB action nothing would have happened,

• Initial Complaint

  Date:07/02/2024

  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 contacted Home Serve to add the appliance repair to my bill. I was told on the call by the representative that the dishwasher and garbage disposal was included in the appliance repair package. I called yesterday to have my garbage disposal serviced. I was told that it was not on my plan. I requested to hear the recording of the conversation between me and the agent on the day that I added the coverage to my bill. Mr. C****** called me in order for us to listen to the call. The agent clearly states that the dishwasher and garbage disposal is included in the plan. Mr. C****** agreed that the agent told me that information yet he states that I do not have coverage. It was explicitly stated that my appliance package would include the dishwasher and garbage disposal. I want this company to honor this as there is proof that the agent stated that my dishwasher and garbage disposal is covered within the plan under the $12.95 monthly fee. I do not understand after listening to the recording while I am being denied coverage by this company. It is not professional to advertise falsely while taking money. I had to go pay for a disposal on my own due to their denial of service. I would like an $80.57 credit on my account to cover the new disposal that I had to purchase. In addition, I wanted it noted on my account that the dishwasher and garbage disposal are a part of my appliance plan for future reference.

  

  Business Response

  Date: 07/11/2024

  We are in receipt of the complaint filed by ****** ***** and
  regret to learn of her dissatisfaction. HomeServe USA places our customers at
  the heart of everything we do and considers customer satisfaction of the utmost
  importance. We take customer complaints seriously 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 2, 2024.. Based on the findings and as a
  courtesy to Ms. *****, HomeServe has approved refunding the customers out of
  pocket for the garbage disposal.
  
  We trust this response satisfactorily resolves Ms. *****’s
  concerns. We appreciate you bringing this matter to our attention and giving us
  the opportunity to respond. We welcome Ms. ***** to reach out to us with any
  further concerns.

• Initial Complaint

  Date:06/27/2024

  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.

  The reference at HomeServe warns of an account termination due to late payment on an account. On May 15, 2024, I sent money in the amount of $30.00 to HomeServe to cover the problem. I did not receive any acknowledgement of the payment although my bank shows that the amount has been debited from my checking account by HomeServe. On June 6, 2024 I paid a bill from HomeServe by physical check, as usual. As of June 26, this check fir $26.97 has not been cashed. On June 19, 2024 I spoke to Elyssia at HomeServe. She informed me to take up the matter with ******** **** **** *** Company. She refused to contact Dominion. I did call ******** and requested them to follow up with HomeServe as Elyssia requested. They refused to do so, and told me to pay $15.26 toward the HomeServe account. I paid that to my ******** account on the same day by credit card. The ******** reference number for the payment is **********.
  
  I need to know the status of my HomeServe accounts, and what happened to all payments I made.

  

  Business Response

  Date: 07/08/2024

  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 2nd, 2024, and provided clarification on his billing and
  located his missing payment. 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: 07/09/2024

  
  
  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:06/24/2024

  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 April 27th, I contacted Homeserve and explained that I have sewer gas leaking into my basement. I have Homeserve's interior and exterior sewer line warranty, so very shortly after my call, Homeserve sent a plumber to my home to assess and address the situation. As to not disparage local plumbing companies, I will refer to the companies as Plumber A and Plumber B.
  
  Plumber A visited my home and confirmed that there was a break in the sewage line under my basement floor by merely running copious amounts of water through my basement basin sink. Plumber A did not camera the line to confirm exactly where the break was. Within a day or so of confirming the break, but failing to identify exactly where the break was, Plumber A's repair person came out and attempted to fix the break by demo-ing my basement floor and replacing a section of my sewage line. I should mention that when the repair person came to fix the break, he did not camara the line, instead he called the plumber that assessed the issue because he was having problems finding the break. The assessor told him to "replace the T". The repair person did as he was told and left; however, my problem persisted. I called Plumber A back and explained that my issue was not resolved. When the assessor came back out, this time, he placed a camera down the line and identified an area of the pipe that was broken. Plumber A then mentioned that there was nothing more he could do because his company "does not do outside work" and they already did some interior work.
  
  After speaking with Homeserve about the unsolved issued, they sent out Plumber B. They were extremely thorough! Not only did they identify where the pipe was broken, they identified that Plumber A failed to properly tie the plumbing line back into my sewage system which is resulting in water sitting under my basement floor. Plumber A made my situation WORSE!
  
  *Please see my attachment that describes how non-responsive Homeserve has been*

  

  Business Response

  Date: 07/08/2024

  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 June 27th,
  2024, confirmed that she had been schedule for repairs by our network service
  provider and offered monetary compensation to assist with out-of-pocket
  expenses. 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.

  

  Business Response

  Date: 07/08/2024

  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 June 27th,
  2024, confirmed that she had been schedule for repairs by our network service
  provider and offered monetary compensation to assist with out-of-pocket
  expenses. 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: 07/11/2024

  
  
  Complaint: ********
  

  This is not a rejection, this response is a request for a follow-up.  I sincerely appreciate Homeserve's prompt response to my complaint and I graciously accept the agreed upon compensation; however, I have not received the ETF deposit yet.  Is it possible to receive an update as when I can expect to receive the deposit?
  

  
  Sincerely,
  
  
  
  ********* ******** 

  Customer Answer

  Date: 07/11/2024

  
  
  Complaint: ********
  

  This is not a rejection, this response is a request for a follow-up.  I sincerely appreciate Homeserve's prompt response to my complaint and I graciously accept the agreed upon compensation; however, I have not received the ETF deposit yet.  Is it possible to receive an update as when I can expect to receive the deposit?
  

  
  Sincerely,
  
  
  
  ********* ******** 

  

  Business Response

  Date: 07/17/2024

  We are in receipt of the additional follow up request
  from Ms. ********.
  A member of
  HomeServe’s Office of the President, called Ms. ******** on July 16th, 2024,
  and confirmed she had now received her reimbursement.
  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.

  

  Business Response

  Date: 07/17/2024

  We are in receipt of the additional follow up request
  from Ms. ********.
  A member of
  HomeServe’s Office of the President, called Ms. ******** on July 16th, 2024,
  and confirmed she had now received her reimbursement.
  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: 07/25/2024

  Thank you for your assistance. This complaint has been resolved to my satisfaction. 

  Customer Answer

  Date: 07/25/2024

  Thank you for your assistance. This complaint has been resolved to my satisfaction. 

• Initial Complaint

  Date:06/24/2024

  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 filed a claim against this company approximately a month ago stating that my central air conditioning system at my *** ******** **** ****** ****** house is not working. The A/C was tripping the circuit breaker. Instead of providing a proper diagnosis by opening a unit and properly checking the unit's amperage causing the tripping, the technicians came over. They stated that this was an electrical problem. I have called the electrician and he concluded that there is nothing wrong with the electrical wiring. I have also contacted the manufacturer of the unit and they concluded there is something wrong with the unit. I called and arranged an appointment on Sunday, June 23, 2024, and no one showed up.
  
  The tenant is without A/C in this heat wave. They have an artistic child who can not take the heat and is bending his head against the wall and the company does not care. It is already enough playing around!!!

  

  Business Response

  Date: 07/02/2024

  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 second appointment is being scheduled for the week of July 8th, due to Mr. ********’s tenants being on vacation at this time, to determine a diagnosis, and we will continue working toward a resolution with Mr. ********. 

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

  
  

• Initial Complaint

  Date:06/24/2024

  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.

  HomeServe provides sewer line and water line protection plans for the sewer and water lines going from your house to the mains in the street. They charge $5.99 per month for sewer and $3.99/month for water. I have two properties in these programs but they are charging me three times each month for the sewer line protection program. On 4/3/24, 5/3/24, and 6/4/24 I was charged $5.99 three times for my two properties. I've called and emailed HomeServe on multiple occasions to have the additional $5.99 charge refunded and halted moving forward. I receive responses back stating they have received my request and are working on it, yet each month, an extra $5.99 gets charged. I have emailed them with the requested documentation from my bank records on 5/9/24, 5/23/24, 6/3/24, 6/4/24 (after calling on 6/4/24 to understand why I was being ignored), received an email response on 6/6/24 and 6/7/24 from two separate people stating my emails were received and provided to the correct people to handle, and then I emailed again on 6/20/24. Initially I called on or before 5/9/24 and was instructed to email my problem with attention to Kim/Zach. When I called again on 6/4/24, I spoke with Michael XXXXX, who instcuted me to email again with attention to him. He responded back on 6/6/24 stating that my problem had been given to Kim. As of 6/24/24, no refund has been provided nor any communication stating the problem has been resolved. I do have a customer reference number of 1*** **** *, *** *** ***. Thank you for your time.

  

  Business Response

  Date: 07/03/2024

  We are in receipt of the complaint filed by **** **** and
  regret to learn of his dissatisfaction. HomeServe USA places our customers at
  the heart of everything we do and considers customer satisfaction of utmost
  importance. 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, spoke with Mr. **** on June 28, 2024 and advised that the
  charges in question were valid charges pertaining to service agreements for a
  different address. Documentation was provided to Mr. **** to verify these
  charges and he accepted this outcome.
  
  We trust this response satisfactorily resolves Mr. ****’s
  concerns. We appreciate you bringing this ****er to our attention and giving us
  the opportunity to respond. We welcome Mr. **** to reach out to us with any
  further concerns.

  Customer Answer

  Date: 09/11/2024

  Hi *******, 

  Thanks for the response.  The charges were never valid.  They did reach out to me via email, which unfortunately, I cannot locate now.  I signed up for two services, but they were charging me for three each month.
  

   

  **** ****

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

  

  Business Response

  Date: 09/19/2024

  We are in receipt of the complaint filed by **** **** and
  regret to learn of his dissatisfaction. HomeServe USA places our customers at
  the heart of everything we do and considers customer satisfaction of utmost
  importance. We take customer complaints seriously and are happy to report that
  the issue is resolved.
  
  In response to this complaint, a member of HomeServe’s
  Office of the President conducted a detailed investigation of the issue and, as
  a result, contacted Mr. **** on September 16th, 2024, and advised that the
  duplicate charges were valid for additional coverage that had been enrolled by
  an authorized user on the account. As a gesture of goodwill, HomeServe provided
  a refund for the enrollment and cancelled the plan as requested. *** ****
  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 Mr. **** to reach out to us with any
  further concerns.

  Customer Answer

  Date: 09/19/2024

  
  
  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,
  
  
  
  **** ****