Complaints

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

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• 

  HomeServe USA Corp.

  45 Glover Ave Fl 6 Norwalk, CT 06850-1238

  
• 

  Home Emergency Insurance Solutions

  Unpublished Fresno, CA 93722

• 

  Home Service USA Repair Management Corp.

  PO Box 7318 Albany, NY 12224-0318

• 

  HomeServe USA

  PO Box 167 San Jose, CA 95103-9978

• 

  HomeServe USA

  PO Box 1656 Marietta, GA 30061-1656

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

• Initial Complaint

  Date:05/08/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 05/15/2025

  We are in receipt of the complaint filed by **** ****** ******* ***** and regret to learn of her dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously and are happy to report that the issue is resolved.
  
  In response to this complaint, a member of HomeServe’s Office of the President conducted a detailed investigation of the issue and as a result, called Ms. ***** on May 9, 2025, to offer her a goodwill refund. Ms. ***** accepted this outcome.
  
  We trust this response satisfactorily resolves Ms. *****’s concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond.  We welcome Ms. ***** to reach out to us with any further concerns.
  
  

  Customer Answer

  Date: 05/19/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:05/08/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our monthly bill for services is $36.98 charged to our credit card. 8 credit card charges were made to our account in a 6 month period. I want a 2 month refund applied to our credit card account. I sent documentation to the company in late January 2025.showing 5 charges in 3 months. I heard nothing back from them. I called 2-10-2025 and was told by Kenneth,a service representative, that they would extend the payments so that my next payment would be due April 25,2025.My April credit card statement shows 2 more charges on 3-25-2025 and 3-26-2025. I also went online and found another charge for April 25, 2025. I tried to call the company many times to speak to someone in the billing department. I was put on hold, transferred to another agent , put on hold again. In all I spoke to 8 agents. The last person I spoke with told me that agents were not able to transfer me to the billing department. I feel I was given the run-around. On Wednesday May 4,2025 I resent the above documents to ******************. This time I did receive an email reply (May 2, 2025) that they had received the documents and they were forwarded to the appropriate party. I do not want to have the company extend our service as that did not work well in January.

  Customer Answer

  Date: 05/08/2025

  I have been contacted by HomeServeUSA on 5/8/2025. The woman's name is Jamie. She is looking into the matter and has promised to call me on 5/13/2025. She also gave me a phone number to contact her directly. That number is ###-###-####.

  Customer Answer

  Date: 05/09/2025

  I received a phone call from HomeServe's representative Jamie today(5/9/2025). She stated that the missing payments (I call them overcharges) were found in their system and a refund will be made to my credit card company within 5-10 business days.

  Customer Answer

  Date: 05/14/2025

  I checked my credit card statement online and have received a refund from HomeServeUSA on May12,2025. Thank you for your help in resolving this problem.

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

• Initial Complaint

  Date:05/07/2025

  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 Tuesday, April 29, 2025 the entire are suffered what has been called an "unprecedented" storm of excessive winds, storms, etc. As a result we had our power lines and pole ripped off of our house along with some other damage. We were without power for approximately 48 hours. We were also without tv and internet for 7 days. Having never been through this type of event we were unaware that the homeowner is responsible to pay for the lines to be reconnected to the house and the pole that had been ripped down fixed and replaced. When the event occurred we were not even able to contact our power company, **** **** *****, and had to made a report thru our 911 county system. We went without power and on the second day a utility person told us that it was our responsibility to get an electrician to the house. We called one who came and tried to scam us into paying over $11,000 to get the repairs and telling us we needed a new electrical panel. A second one came and fixed the issue for $1,575. My insurance carrier told me to check with my power company and then I was reminded that I pay for line coverage. I contacted Home Serve and spoke to Samone who told me I did have coverage but they would not pay because I had called my own electrician. She actually wanted me to tell the two men working to get us up and running to quit and she would then put in a request for service. I obviously told her that was not something I could do. I requested any type of reimbursement and she declined. This was an EMERGENCY and considering the circumstances I believe I am due compensation for the money spent out of pocket. My insurance did cover everything but my $1,000 deductible so I am asking to recover that expense from Home Serve. I have receipts the work was done and my insurance carrier inspected the work. I pay monthly for this service/coverage without fail. Please refund me.

  

  Business Response

  Date: 05/15/2025

  We received ******** ********* complaint and regret learning
  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
  has been resolved.
  
  In response to this complaint, a member of HomeServe’s
  Office of the President conducted a detailed investigation of the issue and, as
  a result, called **** ******* on May 7, 2025, and reimbursed her for the
  invoice submitted. **** ******* accepted this outcome.
  
  We trust this response satisfactorily resolves Mrs.
  ********* concerns. We appreciate you bringing this matter to our attention and
  allowing us to respond. 

  Customer Answer

  Date: 05/16/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  I received a very quick response regarding this issue from Devin and was definitely impressed with that, along with his attention to the matter and the resolution given. 
  
  
  Sincerely,
  
  
  
  ********/******* *******

• Initial Complaint

  Date:05/05/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted homeserve because there was a sewer smell, it has since went away, and to my surprise I was told I had internal and external plumming and that some how it got canceled in March 9th 2025, due to processing of payment issues, they did advised however that I have the following service in good standing HEATING, COOLING, ELECTRIC SURGE, WATER/HEATER REPAIR AND REPLACEMENT, EXTERNAL ELECTRIC, INTERNAL ELECTRIC, EXTERNAL SEWER, ..I am confused as to why if all these other services were paid for why this one lapsed. I called and spoke with Homeserve and was transferred to a department, and spoke with casey, I explained to Casey the situation and that I was not aware that the internal plumbing was canceled. Casey placed me on hold said he was going to speak with his manager to waive the 30-day waiting period. when he returned to the phone after 10 10-minute hold time, he said he got it approved. 25 minutes into the call he said he needed to double-check with his manager to see about the 30 waiting period to make sure, he came back after another 10 minutes of hold time. He said he was mistaken, at this point this was customer abuse, I don't believe that he even spoke to a manager he was simply abusing the hold time system, at 35 minutes into the call after being lied to I ask to speak with his manager, he said the manager will tell you the same thing, I said that is fine. Still, you constantly put me on hold and have wasted my time and I need to speak with a manager after another 20 minutes of holding casey hung up on me. my husband was conferenced in on the call and was a witness. I know you record the calls the call started at around 12:50PM central time this is unacceptable.

  

  Business Response

  Date: 05/09/2025

  We are in receipt of *** ********* ****’s complaint 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 has been resolved.
  
  In response to this complaint, a member of HomeServe’s Office of the
  President conducted a detailed investigation of the issue and, as a
  result, called *** ********* **** on 05/08/2025, and discussed her enrollment
  issue.
  
  We trust this response satisfactorily resolves *** ********* ****’s concerns.
  We appreciate you bringing this matter to our attention and giving us the
  opportunity to respond. 

• Initial Complaint

  Date:05/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I noticed two unauthorized withdrawals from my checking account by "Homeserve USA."
  One on March 18, 2025 for $110.16, and another on April 15, 2025 for $91.20.

  

  Business Response

  Date: 05/05/2025

  
  We are in receipt
  of the complaint filed by **** ***** ******** and regret to learn of her
  dissatisfaction. HomeServe USA places our customers at the heart of everything
  we do and considers customer satisfaction of utmost importance. We take
  customer complaints seriously and are happy to report that the issue is
  resolved.
  
  In response to
  this complaint, a member of HomeServe’s Office of the President conducted a
  detailed investigation of the issue and, as a result, called **** ***** Hartman
  on May 5th, 2025, and clarified the items in question.  The customer's requested resolution was
  completed.  *** ******* accepted this
  outcome.
  
  We trust this
  response satisfactorily resolves **** ********’s concerns. We appreciate you
  bringing this matter to our attention and allowing us to respond. We welcome ****
  Hartman to reach out to us with any further concerns.

   

  Best Regards, 

• Initial Complaint

  Date:05/05/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ****** ******* and I’ve been a Home Serve (“Home Serve”) customer since 2017 for my property located at ** ********* ****** in ******* **. I am writing this complaint regarding a plumbing repair that I was supposed to be reimbursed on my Home Serve who has since refused to pay the claim. The nature of the plumbing claim is explained in the attached letter.
  
  After Home Serve denied my coverage claim, they cancelled my coverage plans without giving me any notice. Per the terms & conditions of my policy, they are required to provide me at least 60 days' notice if they choose to cancel my coverage thus the cancellation was a retilatory act by Home Serve which must be reinstated immediately.

  

  Business Response

  Date: 05/21/2025

  We are in receipt of the complaint filed by ****** ******* and regret to learn of his dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. 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 May 5, 2025, to advise that his plans were being reinstated and offered a goodwill payment for his experience. 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: 05/22/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim for the tech protection plan after my phone screen broke and was black and shattered. Job number ***********T. I noticed 2-3 weeks after the repair that the cellphone was constantly going black and had to power it off and back on constantly in order to come back up. I contacted the repair company and they suggested I reach homeserve due to their guarantee on repairs. I been trying to get this resolved since February. Couple weeks ago spoke with Susan who said she will help resolve my claim and try to get me a resolution. I’ve called multiple times in the last two weeks and just get the run around and get transferred everywhere. I’m irritated with the fact that they can’t get me a repair and I’ve been paying for the plan.

  

  Business Response

  Date: 05/12/2025

  We are in receipt of the complaint filed by ******* **** and regret to learn of
  her dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer
  satisfaction of utmost importance. We take customer complaints seriously and are happy to report that the issue
  is resolved.
  
  In response to this complaint, a member of
  HomeServe’s Office of the President conducted a detailed investigation of the issue
  and as a result, coordinated with the frontline agent processing the Technical
  Protection claim who called *** **** on May
  6th 2025, and offered a buyout based on the current market price of
  the smartphone. *** **** accepted this outcome.
  
  We trust this response satisfactorily resolves *** ****’s concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We welcome *** **** to reach out to us with any
  further concerns.

  Customer Answer

  Date: 05/19/2025

  I was told a refund would process and would receive within 7 days, I’ve yet to get a refund check or get status of one sent for the difference of my device 

  

  Business Response

  Date: 05/30/2025

  We are in receipt of the rejection filed by ******* **** and regret to learn of
  her continued dissatisfaction.

  In response to this rejection, a member of
  HomeServe’s Office of the President conducted a detailed investigation of the issue
  and as a result, made multiple attempts to contact *** **** to inform her that
  the check was mailed on May 22nd, 2025, but was regrettably unable
  to reach her.

  We welcome
  *** **** to reach out to us with any
  further concerns.

• Initial Complaint

  Date:05/01/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company has a history of denying legitimate claims on plumbing insurance coverage. They make false claims of coverage and cheat their customers.

  

  Business Response

  Date: 05/05/2025

  We are in receipt of ******* ******’s complaint and regret
  to learn of his dissatisfaction. HomeServe USA places our customers at the
  heart of everything we do and considers customer satisfaction of the
  utmost importance. We take customer complaints seriously and are happy to
  report that the issue has been resolved.
  
  In response to this complaint, a member of HomeServe’s Office of the
  President conducted a detailed investigation of the issue and, as a
  result, called ******* ****** on 5/2/2025, and offered a refund due to their
  tenure with HomeServe.
  
  We trust this response satisfactorily resolves ******* ******’s concerns.
  We appreciate you bringing this matter to our attention and giving us the
  opportunity to respond.
  

• Initial Complaint

  Date:05/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I set up policy with homeserve under ******** ** ***** monthly as a partner on 4/1/25. A tech from every ready came out in 5/1/25 & advised I only had coverage for 1 unit & the rep should have advised to buy 2 warranties because I have 2 systems. I did advise the agent who was only trying to get a sale that I have 2 units , upstairs & downstairs. They can pull call to see if wasn’t advised to get 2 policies. Now I’m home with 2 infants, 3 kids & 2 dog with on ac in the upstairs not Downstairs. Homeserve dropped the ball & need to get the technician. The technician said he can fix one unit with wires. He said the fan will cost $674 to fix. I spoke to Courtney & Corinna on 5/1/25. Corinna said I should have been advised to pay 2 units. She was speaking to a supervisor but got nothing resolved.

  

  Business Response

  Date: 05/13/2025

  We are in receipt of the complaint filed by *** ************
  and regret to learn of her dissatisfaction. HomeServe USA places our customers
  at the heart of everything we do and considers customer satisfaction of utmost
  importance. We take customer complaints seriously.
  In response to *** ************’s complaint, a HomeServe
  Office of the President (OTP) representative contacted her on May 6, 2025, to
  address her concerns and offered clarification of her coverage.
  We acknowledge *** ************’s continued dissatisfaction
  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 opportunity to respond.

• Initial Complaint

  Date:05/01/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2023, I entered into a service contract for my home's heating (boiler) and cooling (central air)
  units with HomeServe. I agreed to the Premier Heat and Cool Plus contract which included yearly
  tune-ups to both heating and cooling units. Traditionally, the tune-ups would be done via separate
  appointments, as indicated in my service history. Unbeknownst to me, HomeServe has recently changed their procedures to now require the tune-ups be done via the same appointment. My cooling unit (central air) was last serviced for a tune-up on April 11, 2024. My heating unit (gas boiler) was last serviced for a tune-up on September 4, 2024. Notably, ONLY the boiler was serviced during that appointment though the service history indicates both the heating and cooling tune-up was performed that date. On April 30, 2024, I contacted HomeServe to schedule the tune-up for my cooling unit. I was advised that tune-ups would now be combined and I had already used my tune-up appointment for the current contract period. The rep advised I would have to wait until 2026 (tune-up appointments can only be scheduled between March 1-June1) to schedule the next tune-up appointment. Despite my explanation that the cooling unit was not touched in September 2024, and this was the first I learned of combined appointments, the rep denied my request. I requested to see the September 2024 work order and was denied. I requested to speak to a supervisor and was denied.

  

  Business Response

  Date: 05/06/2025

  We are in receipt of the
  complaint filed by ***** * ***** and regret to learn of
  his dissatisfaction. HomeServe USA places our
  customers at the heart of everything we do and considers customer satisfaction
  of utmost importance. We take customer complaints
  seriously and are happy to report that the issue is resolved.
  
  In response to this complaint,
  a member of HomeServe’s Office of the President conducted a detailed
  investigation of the issue and, as a result, contacted *** ***** on May 2nd,
  2025, and provided the customer with the requested resolution.  *** ***** accepted this outcome.
  
  We trust this response satisfactorily resolves *** *****’s
  concerns. We appreciate you bringing this matter to our attention and giving us
  the opportunity to respond.  We welcome ***
  ***** to reach out to us with any further concerns.

   

  Thank you, 

  Customer Answer

  Date: 05/06/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****