Complaints
This profile includes complaints for HomeServe USA Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 959 total complaints in the last 3 years.
- 341 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/21/2024
Type: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.
My family has been paying a cooling system coverage to ****** ***** for about 2 years. Everything that is covered by this insurance is:
Capacitors and circuits boards
internal fuses or breakers
condenser motor and fans
contractor switches and delay timers
fan controls, relays, and filter dryers
high- and low-pressure switches
limit controls
refrigerant, up to 1 lb
Relays
My home A/C unit stopped working on 6/18/2025. We called the insurance and they sent and approved refrigeration company that are authorized to assess the unit and they stated that the dryer and capacitors were damaged.
*********** is refusing to cover alleging that is not covered.
I would like *********** to be compliant to the agreement in the insurance coverage. It is summertime in *****, and I have an 84 y/o person whose health is deteriorating.
I am attaching what they offer in the coverage.
Business Response
Date: 06/28/2024
We are in receipt of the complaint rejection filed by Ms. ****** ***** and
regret to learn of her continued dissatisfaction. HomeServe USA places our
customers at the heart of everything we do and considers customer satisfaction
of utmost importance. We take customer complaints seriously.
In response to *** ******* complaint, a HomeServe Office of the President
(OTP) representative contacted her on June 21st, 2024, to address
her concerns regarding the complaint rejection and further clarify the
limitations of her plan. The Service Agreement exclusions states “Repair
or replacement of any sections or parts of Your System that are not stated to
be covered in “What is a Covered Repair?”.” are not covered.
We understand *** ******* dissatisfaction with
not covering her blower motor but maintain that our investigation and
resolution align with the terms of her service agreement and are both fair and
consistent.
We appreciate you bringing this matter to our
attention and giving us the extended opportunity to respond.Initial Complaint
Date:06/20/2024
Type: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 contacted HomeServe to make a service call for my plan for outside waste line coverage on May 3, 2024 via the 800 number because I was having backflow from my basement toilet and shower. I received an email on May 6, 2024 that ******* ******** sent Jason out to my residence. Mean while I had to ******** ******** because ******* couldn't schedule me in as an emergency, so I paid $475.00 to ******** out of pocket.
We had to do another service call on May 21, 2024(Geoffrey was dispatched from ******* ********) because we were having the same issue and we weren't able to wash our clothes we had to go to the laundromat.
*** * **** ******** was dispatched on May 23, 2024 and their diagnosis was to replace the sewer line, but when I called they said it was denied by Home Serve.
the toilet and the shower in the basement backed up and we had a flood on 06/16/2024, we had to go to Home Fepot and get a wet vac, blower, and cleaning supplies. I alo had to get 2 dehumidfyers from Lowes because the baseboards were we and we were trying to prevent getting mold. I called Home Serve and they had ******* Plumbing to call, they could get anyone out until 6/19/2024. I had to call the 800 number on Monday, June 17, 2024 because we couldn't take a shower or wash clothes because of the backup of sewage into our basement. Home Serve cancelled the appointment with ******* Plumbing and rescheduled with *** * **** ********. Damian arrived this morning to access and try to see what was going on again, but he made such a mess with leaving my door open when the air conditioner was on and just tracking mud off over the floor and the bathroom. I had to keep asking him to close the door or close it myself because he acted like he just didn't respect my home at all. He tried to see if he could snake the line, but he made the sewage come back up and the toilet overflowed and he just said he would recommend HomeServe to replace the sewer line. I had to clean up his mess.Business Response
Date: 06/28/2024
We are in receipt of the complaint filed by ****** ***** and
regret to learn of her dissatisfaction. Service Line Warranties of America
(SLWA) places our customers at the heart of everything we do and considers
customer satisfaction of utmost importance. We take customer complaints
seriously and are happy to report that the issue is resolved.
In response to this complaint, a member of SLWA’s Office of the
President conducted a detailed investigation of the issue and as a result,
called Ms. ***** on June 21, 2024, and advised we were reviewing the request.
The sewer line replacement was approved, and our trusted network contactor
completed Ms. *****’s sewer line replacement on June 27, 2024.
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.Customer Answer
Date: 06/28/2024
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:06/20/2024
Type: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 March 20, 2024 I was told my reimbursement request for $2,158.00 was approved and I should expect a check within 7 days. If not within 30 days I should call. I have called every month since March and they apologize and send an email to finance department but nothing happens.Business Response
Date: 06/21/2024
We are in receipt of the
complaint filed by ***** ***** and regret to learn of her dissatisfaction.
HomeServe USA places our customers at the heart of everything we do and
considers customer satisfaction of utmost importance. We take customer
complaints seriously and are happy to report that the issue is resolved.
In response to this
complaint, a member of HomeServe’s Office of the President conducted a detailed
investigation of the issue and as a result, called Mrs. ***** on 6/20/24 and
verified that the reimbursement check had been successfully mailed on 6/18/24.
Mrs. ***** accepted this outcome.
We have set a follow up with
Mrs. ***** to confirm receipt of the check for the week of 6/24/24. We
appreciate you bringing this matter to our attention and giving us the
opportunity to respond.Customer Answer
Date: 06/25/2024
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:06/20/2024
Type: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 June 18,1024I discovered multiple unauthorized charges of $15 each from HomeServe USA on my bank account statement. Perplexed by these charges, I immediately contacted HomeServe USA to inquire about the reason for these deductions. During the call, the representative informed me that the charges were to catch up on missed payments due to a change in my card information in February. However, I reinstated my service with HomeServe USA in April, and it is inexplicable why the company waited until June to charge me for back months without my consent.
Moreover, the representative explained that the missed payments were due to an outdated card on file, which required updating. I find it highly irregular and unfair that HomeServe USA opted to wait for three months before deciding to initiate catch-up payments, resulting in multiple unauthorized charges that caused my account to go into overdraft. This action has not only affected my financial stability but also led to unnecessary stress and frustration.
I strongly believe that HomeServe USA's decision to delay charging me for the alleged missed payments and failing to notify me in advance is both unethical and unjust. As a loyal customer who reinstated the service in good faith, I expect transparency, accountability, and fair treatment from the company.
am requesting a full refund of the unauthorized charges and a credit to compensate for the overdraft fees incurred due to HomeServe USA's negligence.
I urge the Better Business Bureau to investigate this matter thoroughly and hold HomeServe USA accountable for their unauthorized actions. I trust that the BBB will facilitate a resolution that is fair and satisfactory for all parties involved.Business Response
Date: 06/28/2024
We are in receipt of the
complaint filed by ********* **** and regret to learn of her dissatisfaction.
HomeServe USA places our customers at the heart of everything we do and
considers customer satisfaction of utmost importance. We take customer complaints
seriously and are working with Ms. **** to resolve the issue to her
satisfaction.A member of our Office of the
President team (“OTP”) reached out to Ms. **** on June 24th and has requested
additional evidence to support the investigation. As soon as this information
is received, we will conclude our resolution.We
appreciate you bringing this matter to our attention and giving us the
opportunity to respond. We will continue to work closely with Ms. **** to
provide a satisfactory outcome.Customer Answer
Date: 07/15/2024
Homeserve drafted my account with unauthorized charges. I was told by agent that I would receive my money back within 5-7 days it’s now going on 14. The rep assisting me took it upon herself to tell me she was waiting for me to submit bank statements for over draft fees because she wanted to do everything all at one time. Over draft was a separate issue that I have already resolved with my bank and there no need to wait on bank statements for fees they admitted were taken in error.Business Response
Date: 07/18/2024
We are in receipt of the complaint rejection filed by Deshundra
Hart and regret to learn of her continued dissatisfaction. HomeServe USA places
our customers at the heart of everything we do and considers customer
satisfaction of utmost importance. We take customer complaints seriously and
are happy to report the issue has been resolved.
Ms. ****** refund check was processed
on July 9, 2024, and the customer should receive this check within 7-14
business days via ****.
We appreciate you bringing this
matter to our attention and giving us the opportunity to respond.Initial Complaint
Date:06/19/2024
Type: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 on 6/1/24 with HomeServe due to my AC unit not turning on. They sent the contact info for the contractor they used. He was out 6/2/24 & said he needed to order a part & it will arrive by 6/6. The AC company suggested we ask about a hotel stay that might be provided by HomeServe due to it being over 100* in *** HomeServe said they didn’t provide reimbursement or pay for a hotel. 6/6 came & went and the part had not arrived. I called HomeServe & they said that the part had not arrived yet & he would check the following day. I texted him on 6/7 & 6/11 & no response. At this point we are paying $500 a wk to stay at a house since a hotel room would be small for 3 dogs and 2 children. We contacted HomeServe again on 6/7to see what they can do to help us since the AC company hasn’t responded, HomeServe said they couldn’t do anything & would try to see if a manager would approve a reimbursement. They approved reimbursement of $85 for a fan! A fan will not help with this 110* heat. We expressed how upsetting it was & all they said was sorry & that’s all they could do. We made multiple attempts with HomeServe & asked for them to call another AC company & they said they could not do this. I called HomeServe again on 6/17/ & asked to speak with a manager since my AC is not fixed yet & had the AC company on three way & the AC company said they would be delivered on a 6/18 & would be at my house to fix the AC from 10AM-1PM.Nothing happened the following day. I called HomeServe again 6/18 & spoke with 4 agents and asked to speak with the manager. 3 times I was told they would call me in 1 hr. The last representative was extremely rude. I still have not gotten a call from a manager & my AC is still not fixed. HomeServe is ridiculous you pay monthly for this & expect for them to help you but they don’t. How can a company that offers service in Arizona not be able to accommodate families with reimbursement or finding another AC company to help fix the issue.Business Response
Date: 06/28/2024
We are in receipt of the
complaint filed by ****** ******** and regret to learn of his dissatisfaction.
HomeServe USA places our customers at the heart of everything we do and
considers customer satisfaction of utmost importance. We 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 Mrs. ******** on June 24th, 2024,
advised a replacement part had been rush ordered and provided a reimbursement
for their temporary housing stay fees. Mrs. ******** accepted this outcome.
We trust this response
satisfactorily resolves Mrs. ******** 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:06/18/2024
Type: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 have been a customer of Homeserve USA for over 10 years. We moved and started new policy in ***** ******** and had back up in service line outside our home.
Called Homeserve, they sent ***** ****** and they discovered line had sag or broken (could not determine because filled with water) and was causing backup into house.
Homeserve supervisor told plumber it was preexisting, and he said there is no way of telling that. He asked if supervisor was a plumber, and they said no. He stated to us that this was a serious problem due to sewage backup.
Then Homeserve told us we should have never been written the insurance policy.
None of this makes sense except that Homeserve arbitrarily declared Fed the simply are not going to pay for what we insured through their company
Sincerely
**** ******Business Response
Date: 06/27/2024
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 June 26th,
2024, and provided clarification of coverage and the claims processes. 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:06/14/2024
Type: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 have been a customer of HomeServe for many years and I am under automatic monthly payment for my (2) cooling units as well as 1 heating unit. My customer reference number is *********. I am under a monthly contract paying $12.45 times 2 for the air conditioning plan and $14.46 for the heating On 12/12/23 an automatic payment of $100.94 and 2 times $73.04 was on my credit card. The 12/12 amounts are unaccounted for and bogus. NO ONE can explain where they came from. I had my payments deferred til June to give the company time to rectify the situation. On 5/24/24 my account was backbilled for January through June and charged $22.55 and $22.55 every three days for a total of 8 charges until I contacted Citibank to dispute these charges. All requests from reps to the finance department of HomeServe fell on deaf ears. I have made overpayments in the amount of $172.72 for heat, $98.64 and $76.09 for the 2 ac plans as per the rep who I spoke with. NO ONE from that Finance department has or is working on my account as emails from reps and supervisors have been ignored. Reps are at a total loss and no one has an explanation. It is 6 months now.Customer Answer
Date: 06/14/2024
Please find my credit card bill with the recorded charges of $100.94 and $73.04 (2 times.)Business Response
Date: 06/21/2024
We are in receipt of the
complaint filed by ***** ***** and regret to learn of her dissatisfaction.
HomeServe USA places our customers at the heart of everything we do and
considers customer satisfaction of utmost importance. We take customer
complaints seriously and are happy to report that the issue is resolved.
In response to this complaint, a
member of HomeServe’s Office of the President conducted a detailed
investigation of the issue and as a result, called Ms. ***** on June 14th,
2024, and offered a 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: 06/30/2024
Hello,
Sorry about not responding sooner. As a result of your wonderful agency, I was contacted by HomeServe very quickly after I submitted my complaint to you. I am amazed at the power that your agency yields. The person from the President's office was easy to communicate with and resolved the billing issue to my satisfaction. I am extremely grateful for your intervention and thrilled that I don't have to call HomeServe anymore and get nowhere with them.
Sincerely yours,
***** *****
Initial Complaint
Date:06/14/2024
Type: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 paying homeserve for my Water and sewage coverage.
Recently made a call yes, then I deserve. I have to pay on my own to the company because they say that that part of the service was not contracted. They always find excuses not to pay and they also stay that they only covered two services per year. I think this is a total scam of business.Business Response
Date: 06/24/2024
We are in receipt of the complaint filed by
***** ***** and regret to learn of his dissatisfaction. HomeServe USA places
our customers at the heart of everything we do and considers customer
satisfaction of utmost importance. We take customer complaints seriously.
In response to Mr. *****’s complaint, a
HomeServe Office of the President (“OTP”) representative contacted him on June
21, 2024, to address his concerns regarding the not covered event. The terms
and conditions of the Service Agreement state under “What is Covered:
Your Line from the external foundation wall of Your Home to Your utility's
responsibility”. The service provider who attended Mr. *****’s home determined
that the issue was in a detached building and not on the main line, therefore excluded
under point 4 of the Line Exclusions section, “any lines that branch off
the primary Line are not covered”.
We acknowledge Mr. *****’s dissatisfaction but
maintain that our investigation and resolution align with the terms of his
service agreement and are both fair and consistent. We appreciate you bringing this matter to our attention and giving
us the opportunity to respond.Initial Complaint
Date:06/13/2024
Type: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 purchased a home warranty on May 2 2024 for sewer, water supply, and air conditioning on an investment property that I was in the process of selling. June 3rd it was discovered that the sewer line was collapsed by the buyer. I called Home Serve as I was past the 30 day waiting period. I had to pay for another sewer scope to provide proof of the collapse. Days later Home Serve Denied the claim on the basis that they assumed the collapse took place before I signed up for the warranty. After several phone calls I finally got a supervisor to escalate the claim to be re-reviewed by supervisors. After which I was reminded that I had the sewer line snaked with an auger on May 7 2024 and there is no way the auger would have passed through the line if it was collapsed proving the collapse took place between May 7th and June 3. I called and had the employee add that information to the file notes. Home Serve dug into all the permits that were pulled and found that some plumbing work had been done prior to signing up for the warranty. They didn't bother to find out what plumbing work was done. If they had they would know that it had nothing to do with the sewer line collapse. They also said they didn't know how far out the collapse was. I guess that means they are assuming the collapse was beyond where the auger reached. A simple phone call to the plumber that took the video would have revealed the collapse was only 9 feet from the clean out and the auger went 80 feet. Home Serve is just grasping at straws to find any way to not honor the contract.Business Response
Date: 06/24/2024
We are in receipt of the
complaint filed by ***** ********* and regret to learn
of his dissatisfaction. HomeServe USA places our
customers at the heart of everything we do and considers customer satisfaction
of utmost importance. We take customer complaints
seriously and are happy to report that the issue is resolved.
In response to this complaint,
a member of HomeServe’s Office of the President conducted a detailed
investigation of the issue and as a result, spoke with Mr. ********* on June
20, 2024 and confirmed that we preapprove his reimbursement request up to his
benefit limit, following the receipt of a paid invoice once the work has been
completed.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: 06/24/2024
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:06/11/2024
Type: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 partners with ******** ***** to cover things like septic and sewer lines. I signed up for exterior Sewer and septic line coverage. I received notification that they signed me up with out my permission for 2 new services -Hot Water Heater and Heating/Cooling. I had called in to ask about how to cancel the sewer coverage because our house is on the market. The person tried to sell me additional coverage, I declined and they still signed me up. I just got a new hot water heater and it is under warranty, why would I sign up. We pay the company that installed our HVAC a yearly fee for coverage, again..why would I sign up. When I called I found out there was a 4th service they signed me up for that I had no idea about, again I never signed up. I only signed up for one service and they have added coverage with out my permission. This is on my ******** bill and I am paperless so it is easy to not see this charge. They should be investigated, I am sure they have poor practices in their sales team. I would like any money I have paid for the 3 services to be returned to me.Business Response
Date: 06/13/2024
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. The member called Ms. ****** on June 13th,2024, and confirmed an isolated administrative error had occurred,
resulting in an enrolment error. The OTP member rectified the situation
immediately and explained the root cause of the issue. 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.
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