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
- 957 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:01/16/2024
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.
12.26.2023 GOT SEWER LINE PROTECTION FROM HOME SERVE THROUGH ******** ********** *** *******.
NO 30 DAY WAITING PERIOD BECAUSE USING GAS COMPANY '
MY PAPER WOR ARRIVED AND SHOWS I HAVE A WAITING PERIOD UNTIL 1/26/24,
i CALLED SPOKE WITH SIERRA A VERY RUDE CUSTOMER SERVICE REP. SHE SAID I DONT HAVE A WAITING PERIOD AND THEY CAN NOT FIX THE PAPER WORK THAT THE WAY IT COMES AND THAT IO HAVE TO TAKE THERE WORD.. I ASKED 3 TIMES FOR SUPERVISOR AND NEVER GOT ON AND WAS HUNG UP 2 TIMES. i CALLED AND SPOKE TO DON AND HE UNDERSTANDS IT POOR BUSINESS . i ASKE IF THEY COULD EMAIL ME I DONT HAVE A WAITING PERIOD HE SAID THEY CANT DO A THING.Customer Answer
Date: 01/17/2024
Thank you for all your help I was called by Kristy this morning my declaration page is now show the correct date of when my plan became active. She apoligized and emailed me a new aggrement.
This is all taken care of
***** *******
Initial Complaint
Date:01/16/2024
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.
Hello,
On December 12 of 2023, HomeServe have charged my account 125.88$. On that day i have called them to cancel my membership. They said ok, my membership i cancelled and the refund will be issued to me, back onto my checking account. When i asked for a cancelation number id or for them to send me an email confirming that my membership is canceled, they said they don't provide ID's and don't send out emails like this.
Today i have decided to file a complaint with BBB, because its January 14th 2024 and i still haven't received my refund !
I have called HomeServe since my cancellation day number of times, they do tell me i can't talk to the manager they can only send an email to their accounting department about my 'case'. Once i was able talk to a manager (Amber) and she said she will call me in 2 days, once she will find out where is my refund and when i will get it. Well no-one called me .
I have called them again, and talked to a customer service, they got no answers for me other then (Robert at the customer service) said my refund shows it has been issued on December 12, 2023 and" of course" he isn't insinuating that i got my money back and still am calling for more money.
He said i can not talk to a manager , he can send an email to accounting department regarding my refund !
I have not received my refund !!!!! It has been over a month now.
Please help !
Business Response
Date: 01/25/2024
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.
In response to this complaint a
member of HomeServe’s Office of the President contacted Ms. ***** on January 24th,
2024. The member confirmed we are in the
process of handling her refund issue and will stay in contact until a
resolution has been reached. Ms. ***** accepted this outcome.
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: 01/26/2024
Hello,
After BBB have sent my complaint to HomeServe regarding my refund that I still haven’t received it.
They finally contacted me, that they wish to discuss my complain.
I have responded via email, that BBB complain speaks for it self, I have cancelled the policy with them on December 12 of 2023 and still haven’t received my refund . Office of the president, T1 Ms K***** S*******, have replied that she will email the billing department and they have 72 hours to respond to her and then she will let me know any update on my case. I already told her, that 2 emails have been sent to the billing department via customer service representatives at HomeServe. I didnt say I’m ok with that route or not ok, what is there for me to do, I just want my money back and I need it “like yesterday “ .
It’s sad that from a higher up employee I got the same reply and she took the exact same steps as a regular customer service employee. Basically I was told to wait !
Today I got an email from Ms. K*****, telling me that I can expect my refund within 2-3 days. So now I’m waiting again !We will see, if my refund will actually arrive to my bank account by Tuesday next week January 30th 2024.
Thank you for all at BBB for being there, for us, the customers!
I will keep update on a caseRegards
***** *****
Customer Answer
Date: 02/05/2024
Hello,
I would like to inform BBB that thanks to you, I finally got my money back !
If it wasn’t for BBB, I don’t think the case would have been resolved !
All the other customers should be aware of HomeServe company, they are a ripoff and they aren’t professional at all.
Thank you again for your helpInitial Complaint
Date:01/12/2024
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 ***** ******* did not renew this exterior water protection plan on 2/10/20 but they have repeatedly charged me on my *** bill. My daughter can only access this online or by email (I am 88) and recently discovered this and that the bill was increasing over time with no notification of increase (including none by email to her). She tried contacting them several times over the last 2 weeks and they have not responded. I have paid $273.52 for a plan their website confirms is expired. I want to be refunded this money. Also, I think it is unethical for *** to partner with these people and add amounts to our bill without alerting us to increases; the electric bill fluctuates so it is hard to notice if the increase is from one of these add-ons.Business Response
Date: 01/22/2024
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.
In response to this complaint, a member of HomeServe’s
Office of the President (“OTP”) conducted a detailed investigation of the
issue. Our records show Ms. ******* enrolled in the Exterior Sewer Water Line
on 11th February 2019, via a mailed application form. We attempted
to contact Ms. ******* on January 15th, 2024, and January 16th,
2024, but have regretfully been unable to ascertain connection to discuss our
findings.
We appreciate you bringing this matter to our attention and
encourage Ms. ******* to reach out to us to discuss this matter further, in
order to attain a mutual resolution.Business Response
Date: 01/22/2024
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.
In response to this complaint, a member of HomeServe’s
Office of the President (“OTP”) conducted a detailed investigation of the
issue. Our records show Ms. ******* enrolled in the Exterior Sewer Water Line
on 11th February 2019, via a mailed application form. We attempted
to contact Ms. ******* on January 15th, 2024, and January 16th,
2024, but have regretfully been unable to ascertain connection to discuss our
findings.
We appreciate you bringing this matter to our attention and
encourage Ms. ******* to reach out to us to discuss this matter further, in
order to attain a mutual resolution.Initial Complaint
Date:01/12/2024
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 contacted Homeserve for an appliance claim 1/3/2024 I did not get a call from the plumbing Company until 1/5/2024 to confirm an appointment for 1/6/2024. The tech came out & checked my washer, gave me the results of the diagnostic including parts needed for the repairs & i asked does it mean i need to get a new washer & he advised me not to do anything until i hear back from them on Monday because everything had to be submitted to Homeserve for repair approval in order for them to complete the work, they were closed on weekends & the possibility of the claim being denied if Homeserve deem the washer beyond economical repair as stated in the terms. Monday 1/8/2024 i did not receive a call from anyone by that evening i called the company left a voicemail as well as 1/9/2024 still no response. I called Homeserve 1/8/2024 to follow-up as well since no called & the representative i spoke with was not helpful & unprofessional. She continued to state the Homeserve "policy" of the washer being deemed beyond economical repair as reported by the tech notes received but could not give a complete explanation. She also stated the plumbing company attempted to call me per their notes & they haven't as of today 1/9/2024 nor has Homeserve followed up. Several times i attempted to explain what the tech explained to me during his visit & I was asking if the cost of labor & parts is included when deciding approval but she would not listen to my questions or give me an answer and continued to read the policy. I would like my issue resolved immediately this is unacceptable. The parts needed for repairs are less than the washer, i have an elderly father i care for in the home that requires me to do laundry daily & have not been able to do so. We have carried Homeserve service for many years but this situation has me considering canceling all of our coverage. I hope that we are able to come to a satisfying resolution with a different plumbing company due to their lack of response.Business Response
Date: 01/20/2024
We are in
receipt of the complaint filed by Ms. ******* ******, on behalf of Roosevelt
****** 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 team (“OTP”) contacted Ms. ******
on January 15, 2024, and completed a detailed investigation of the issue. Regrettably,
the repairs required for the washing machine fall outside the coverage
specified in the Terms and Conditions. Ms. ****** will be accountable for the
expenses associated with repairing or replacing the washing machine. Ms. ******
acknowledged and accepted this resolution.
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.Initial Complaint
Date:01/12/2024
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 12/27/2023 I was billed $ 324.83 for a PREMIER HEAT PLUS PLAN for my boiler. I initially paid
$ 162.42 on 12/14/2022. I called on 12/27/2023 to find out why I was charged DOUBLE I was told I was "Double Billed" and it would be corrected in a day or 2. I called again on 1/3/2024 and was told it would be fixed in 24 to 48 hours. Still nothing. I called again on 1/8/2024 and was told there was no record of my calling and $324.83 was the annual cost. WHY can't I get a straight answer?
AND CAN i EXPECT A REFUND ???
They have several phone #s
*** *** ***** *** *** ***** *** *** ***** *** *** ****Business Response
Date: 01/23/2024
We are in receipt of the
complaint filed by Mr. ******* and regret to learn of his
dissatisfaction. HomeServe USA places our customers
at the heart of everything we do and considers customer satisfaction of utmost
importance. We take customer complaints seriously
and are 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, called
Mr. ******* on January 19, 2024. The OTP
representative advised the first year of coverage was offered at a fifty
percent discount and confirmed the deducted amount of $324.83 was indeed the
accurate renewal fee for the annual coverage.
During the call it was acknowledged that Mr. ******* received incorrect
information from agents during his inquiry about the renewal fee, and as a
courtesy Mr. ******* was offered a gratuity of $100.00. Mr. ******* accepted
this outcome and was informed to expect the check within 30 days.
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:01/12/2024
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.
In oct 2023 i paid homeserv $181.24 by check to renew my contract. They rec'd my ck. Then on dec 27,2023 homeserv went onto my bank account & took out $336.42 without my permission. They said it was an acconting error & would reverse the charge. That's FRAUD! THEY had no business or reason to go into my accont plus i never even called them for any services. Cant get anyone on phone accept customer ser & they say same thing.Business Response
Date: 01/19/2024
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.
In response to this complaint, a member of HomeServe’s
Office of the President (“OTP”) conducted a detailed investigation of the issue.
We have attempted to contact Ms. ****** on January 15th, 2024 (add
additional dates), to discuss her concerns, however, have regretfully been
unable to ascertain connection.
We appreciate you bringing this matter to our attention and encourage
Ms. ****** to reach out to us to discuss this matter further, in order to attain
a mutual resolutionInitial Complaint
Date:01/10/2024
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.
My bank made me aware that this company had charged my bank account twice in the same day for $13.99. I did not sign up for this company's service and I don't know how they got my banking information to begin with. I would like to have my money refunded and cancel any personal information they have on me.Business Response
Date: 01/19/2024
We are in receipt of the complaint filed by Ms. *****l
******* and regret to learn of her 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 the issue is resolved.
In response
to this complaint, a member of CSP’s Office of the President team (“OTP”)
conducted a detailed investigation of the issue and contacted Ms. ******* on
January 16, 2024, through email. Although the enrollment was confirmed as
valid, Ms. ******* requested the cancellation of the Sewer/Septic Line Plus
Restoration plan. Ms. ******* accepted the outcome.
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: 01/22/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21114624, and find that this resolution is satisfactory to me.
Sincerely,
****** *******Initial Complaint
Date:01/08/2024
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.
12/8/23 I found 2 withdraw transactions pending my banking account, $93.00 and $69.00 from Repairplan Homeserve USA, I wasn't even sure what this was in regard to, I contacted the bank and was informed this is a preapproved transaction, I contacted HomeServe USA and was advised this is a preapproved transaction and that I have an account with them, And had authorized these deductions, I ask for a copy of this so called authorization form, and immediately requested canceling service/ stop all drafts from my banking account. I found this very suspicious because i do not allow auto deductions from my banking accounts. I was informed by the HomeServe USA repersentive all deductions would stop and a credit would be issued back to my banking account. upon researching this I found Check # **** in the amount of $145.68 dated 6/9/2020, (please see attached, clearly mark 1 year only, 1 time check) Now I remember, I thought this service was from my local water and sewage provider, so after the year I was no longer interested in continuing, Bad illness effected my family in 2021-2022 and was very distracted from my everyday life, but I did not notice 2021 deduction from HomeServe USA 12/3/2021 $ 69.00 and $93.00- then again 12/5/2022 $69.00, $93.00. Homeserve USA has been deducting funds from my account without my approval for the past 3 years, no where on their form have, I preapproved these for deductions to my banking account. Clearly noted on both the form (1 time check or money order, and on check noted 1 Year). per my discussion with Homeserve on 12/11/23 a credit for 2023 withdraws would be credited back to my banking account and as of 12/27/23 No Credit has been issued.
on 12/18/23 I spoke to Dave / HomeServe USA and was assured the 2023 deductions would be refunded, he would also submit my request for the 2021 and 2022 refunds and get back with me on get back with me by 12/28/23. No return call from Dave, I have called Homeserve several times since and unable to reach Dave, each person I speak to say the refund for 2023 is awaiting my Bank acceptance, and someone will get back to me on my other requests. I did not preauthorize any of these deductions from my banking account.Business Response
Date: 01/19/2024
We are in receipt of the complaint filed by Ms. ***** ******
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 the issue is resolved.
In response
to this complaint, a member of SLWA’s Office of the President team (“OTP”)
conducted a detailed investigation of the issue and contacted Ms. ****** on January
10, 2024. While the enrollment was confirmed as valid, HomeServe extended a
one-time monetary goodwill to Ms. ****** as a courtesy and resolution for this
matter. The OTP member conveyed the update to Ms. ****** on January 18, 2024. Ms.
****** accepted the outcome.
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: 01/21/2024
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:01/05/2024
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 January 2, I received several alerts that my checks were being returned and when I checked my account I noticed that I had been double charged by Homeserve. Never did I receive any notice, call, or email and when I called to state that I had been overcharged they said yes we notice that and were working on it. Where was the customer notification and who will refund my $150 in returned check fees because if my check to them bounced there would be a fee. This is not acceptable.Business Response
Date: 01/17/2024
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.
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, contacted Ms. ******* on January 8th, 2024, to
discuss her concerns. We attempted to contact Ms. ******* again on January 10,
2024, but were unable to connect after multiple calls. As such, we encourage
Ms. ******* to reach out to us to discuss any further concerns.
Thank you for
bringing this matter to our attention and giving us the opportunity to respond.Customer Answer
Date: 01/24/2024
Complaint: ********
I am rejecting this response because:
Sincerely,
******** *******Initial Complaint
Date:01/05/2024
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 double-billed me for services totaling $92.92. I called on 12/27 and the representative was beneficial. I called again on 1/5/2024 and the first representative didn't take the time to look and was not helpful. I called back and the last representative I spoke with requested a refund. I'm expecting results this time.Business Response
Date: 01/17/2024
We are in
receipt of the complaint filed by Ms. **** ****** 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 the escalation is resolved.
In response
to this complaint, a member of HomeServe’s Office of President team (“OTP”)
conducted a detailed investigation of the issue and contacted Ms. ****** on January
8, 2024. Regrettably, there was a billing error in Ms. ******'s account, which
HomeServe has acknowledged and resolved. The OTP member provided an email
update on January 15, 2024, confirming that the necessary discounts had been
applied to her billing. Ms. ****** replied by email acknowledging receipt and accepting
the 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.
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