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:01/02/2024
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 had a contract with Home Serve for many years and I have never had a problem until now. Since the season began, I have had to reach out at least four times due to non heat issues. Most recent was the 30th of December. I was given an appointment after the New year, which is puzzling, because the company claims to have 24/7 emergency service. Needless to say I had to go without heat throughout the holiday- I am a senior citizen. Was given an appointment the 2nd of January 2024 between the hours of 8:00-1200. As I wait , I decided to call to confirm the appointment, then discovers the appointment was moved between the hours of 4:00-8:30 without them notifying me. I will mist likely search for another reliable company when my contract ends.
Business Response
Date: 01/15/2024
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 that we have resolved this issue.
In response to this complaint,
a member of HomeServe’s Office of the President conducted a detailed
investigation. On January 3, 2024, Ms. ****** confirmed that her repair had
been completed and that her heat had been restored. We have provided Ms. ****** with a discount on
her Premier Heat Plus coverage for the remainder of her term. 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: 01/15/2024
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 that we have resolved this issue.
In response to this complaint,
a member of HomeServe’s Office of the President conducted a detailed
investigation. On January 3, 2024, Ms. ****** confirmed that her repair had
been completed and that her heat had been restored. We have provided Ms. ****** with a discount on
her Premier Heat Plus coverage for the remainder of her term. 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: 01/16/2024
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,
******* ******Customer Answer
Date: 01/16/2024
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:12/28/2023
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 cancelled two policies with Home Serve on November 14, 2023. The confirmation number is ******** They are suppose to refund me 83.21 for the cancelled policies, but so far I have not received anything.
I have talked to customer service 3 or 4 times and they informed me the refund was approved but nothing has been credited to my account. I have also sent a Demand for Payment letter, but I have not received a response.
The letter was sent to: HOME SERVE **** *** ******* ************ ** *****Customer Answer
Date: 01/01/2024
i HAVE RECEIVED THE FUNDS OWED TO ME FROM HOME SERVE ON 12/29/23. THEY CONTACTED ME AFTER THEY RECEIVED MY COMPLAINT.
SO WE CAN CONSIDER THIS MATTER RESOLVED. THANK YOU FOR ALL YOUR HELP.
Initial Complaint
Date:12/28/2023
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 3 service agreements with Homeserve, Internal Plumbing , Water Heater and Electrical. My hot water heater needs to be replaced and there is additional Plumbing and Electrical work that needs to be done.
My agreement covers Plumbing and electrical and Homeserve is refusing to cover the Internal Plumbing and Electrical work and refusing to provide a breakdown of the work down. I have priced tankless water heaters and they are only $700, but the Homeserve Plumber is requesting $1300 to do the work. Homeserve is refusing to provide a cost breakdown, so I am unable to determine, what the true cost are. I called on 12/27 and spoke to Mila in Repair Management.Business Response
Date: 01/08/2024
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
confirm this issue is resolved.
In response to this complaint a
member of HomeServe’s Office of the President contacted Mr. ***** on December
29th, 2023. The member clarified we would reimburse Mr. ***** his
benefit limit towards his out of pocket on a new water heater
installation. Mr. ***** accepted this
outcome.
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:12/28/2023
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 two Homeserve plans, Plumbing/ interior water line and Heating system plan for property listed at ** *********** *** ********** *** *****. On Friday, 12/22/23, we had a pipe break under our kitchen sink- I called Homeserve and put in a request to have a plumber come out and fix. Homeserve never had a plumber sent out to our property to fix this continuous leaking pipe. We had to turn off the water to the home in order to stop the water leak, due to no water our boiler was not able to work and heat up our home, this was considered urgent! I called Homeserve at-least 8 times for updates, with no success to having a plumber come out. My husband and I did a local search for plumbing companies that were available and open on the weekends, we were able to locate 2 plumbing companies. We then informed Homeserve with the contact name and phone numbers of the plumbing company that my husband and I found that were available. This was considered an emergency / urgent service, due to no water and now no heat- I called Homeserve a few more times and tried to talk to several department supervisor and president of company with no success, after a 2 1/2 hr call. During Christmas dinner, my guest was, who is not a licensed plumber was able to patch and temporarily fix the issue so that we could have heat and water again. Today is 12/27/23 and Homeserve has yet to call me back and I have yet to receive any call from a plumbing. This issue still need to be looked at and fixed. This situation has been EXTREMELY STRESSFUL, and I would like someone from this company who is in charge to contact me and figure out what happened and a mutual solution. Not looking for Homeserve to tell me “ all we can do is note your account”. Looking for a permanent solutionCustomer Answer
Date: 12/28/2023
Just received a call from ***** with SRT department to discuss this issue. ***** was able to address this issue.
Thank you,
Initial Complaint
Date:12/22/2023
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 Kitchen sink and bath room water stop on 12.5.23. First home servi guy came but did not fix it.
The second guy came he work on job but did not complete it. After one week waiting the did not fix my job. Finally I had to Root Rooterbto fix my kitchen and bath room stoppageBusiness Response
Date: 01/03/2024
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.
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, attempted to contact Mr. **** on January 3, 2023, but the call was directed to
his voicemail. The OTP representative asked Mr. **** to return the call to
discuss the third-party invoice and the repair that was carried out. We encourage
Mr. **** to reach out at his earliest convenience to discuss resolution
options.
We
appreciate you bringing this matter to our attention and giving us the
opportunity to respond.Initial Complaint
Date:12/20/2023
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.
When the deducted my monthly payment this month January 12 2023 it should have been a total of $35.88 for my 4 policies. The deduction they took was $ 268.45. I immediately phoned them the morning of the 13th @ 7:20 am.after a very long conversation with an employee she agreed it was not correct ,she filed the dispute and submitted it TOP PRIORITY she said.
I would have my refund back in my bank in 3-5 days.its been 8 days. If counting business days it has been 6 days I STILL HAVE NO REFUND
That’s a lot of money. Money that is for my monthly bills.
Not one time has anyone said sorry. there is absolutely no way to contact any one higher up only can contact the sales staff all the higher ups emails and phone numbers are xxxxx out. I finally was able to email to general email on Sunday Eve and still no response. I have had HomeServe for the last 10 years I’ve used them 3 x ALL IN ALL THIS COMPANY HS STOLEN MY MONEY PLEASE PLEASE HELP!!!!!!Business Response
Date: 01/03/2024
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 working with Ms. ******** to resolve the
issue to her satisfaction.
We have identified and
corrected the billing error that occurred and have expedited the refund to Ms.
********’s account. We are awaiting confirmation of processing with her
financial institution and once cleared, will also reimburse for any bank
charges incurred.
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: 01/03/2024
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 working with Ms. ******** to resolve the
issue to her satisfaction.
We have identified and
corrected the billing error that occurred and have expedited the refund to Ms.
********’s account. We are awaiting confirmation of processing with her
financial institution and once cleared, will also reimburse for any bank
charges incurred.
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:12/20/2023
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.
Home serve charged me undefined amount $158.50 from my credit card on 12/12/2023. I called the billing department from home serve on 12/13/2023, the person who is name Eve told me that that was system error and will refund the amount $135.70 to my credit card account, but in the beginning, she was told me that the amount was the monthly payment from July to December without any checking, I told her that my monthly payment is automatically charged from my credit card on billing cycle day which is 4th of each month, then she told me that I was right, and didn’t say sorry, she is so unprofessional and rude. I asked for to speak her supervisor, she said that supervisor is busy and will let the supervisor to call me back. She said the supervisor name is Skyla. But until today the supervisor didn’t call back, and I didn’t get the refund in my credit card account.Customer Answer
Date: 01/02/2024
Thank you for BBB’s help! After I filed complaint via BBB on 13/20/23, the person name is Cara F***** , she is office of the president from home serve called me next day and investigated the unauthorized charge, on 12/22/23 I received a email from HomeServe and stated the refund will process today and I should see the pending refund within one or two business days. I called my **** credit card today (1/2/24)@4:58pm and they told me that they didn’t see any pending refund from Homeserve with $135.70 amount. On 12/29/23, a agent from Homeserve called me and said the refund was processed already, it should post to my account as pending status, obviously she is a liar. The agent called me today@11:16am (1/2/24) again and said she will check with billing department and get back to me same day , but she didn’t call me back. I don’t understand the unauthorized issue happened on 12/12/23, why the HomeServe didn’t still release the amount to my credit card account . I need my refund back ASAP. Otherwise I will file higher complaint and let everyone knows that HomeServe is not a reliable company. Thank you again for your time and assistance in helping me to resolve this matter, it is really appreciated (BBB)
Business Response
Date: 01/03/2024
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 working with Ms. ****
to resolve the issue to her satisfaction.
In response to this complaint a
member of HomeServe’s Office of the President team (“OTP”) contacted Ms. ****
on December 21, 2023, and conducted a detailed investigation of the issue. The
OTP member verified through our finance team that the requested refund was
processed on January 3, 2024. Ms. **** will be able to verify the refund within
24 to 48 hours through her credit card company.
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:12/18/2023
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 received on 11/1923 a check from Homeserve for $5759 for a gas line repair. I was entitled to $6759. Their employee Sara ****** H****** admitted by phone that she had under paid me. She said it was all her fault. We spoke on 10/20/23. To date I have not received my money despite 17 phone calls to their Chattanooga office. They always have the same refrain “someone will get back to me in 24-48 hours.”. I am still waiting for a return call.
Invoice number*************Business Response
Date: 01/02/2024
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 in the process of being 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 December 29, 2023 to extend an apology
for the delay in his reimbursement process. The reimbursement request was
promptly resubmitted, and Mr. ****** was satisfied with the resolution.
We
trust this response satisfactorily resolves Mr. ****** concerns. We appreciate
you bringing this matter to our attention and giving us the opportunity to
respond.Initial Complaint
Date:12/18/2023
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 a sewer protection insurance coverage plan thru Home Serve and
On December 11th, I called Home Serve for a service request as I was having sewer drain issues in my home. I was told I would receive a phone call from a plumber to schedule an appt. but I never received a call. On December 17th, we had a sewer backup and again I called HomeServe. I was not given an explanation as to why no one ever called to schedule an appt on Dec 11th but was told that they would reach out again and someone would call me. I stressed the urgency of the matter as we could not use the bathrooms in our home until the sewer line was dealt with. Four hours later, still no phone call. I had to pay out of pocket costs to have my issue dealt with. When I called back Home Serve to complain that I had to have issue resolved myself, I was told Sorry but basically nothing they could do as they sent request to plumber. When I asked to file a complaint and if a manager would follow up with me, I was told no. This company is disgraceful. You pay a monthly fee for a service that you don’t receive when it is needed.Business Response
Date: 12/22/2023
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 that we have resolved this issue.
In response to this complaint,
a member of HomeServe’s Office of the President conducted a detailed
investigation and as a result, called Ms. ******** on December 20, 2023, and offered
to provide reimbursement for the expense of having her sewer line cleared by a
plumber she hired. 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.Initial Complaint
Date:12/14/2023
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 had Home Serve coverage for a couple years. My furnace stopped working. I called for a repair. The repairman came out and informed me that my furnace was leaking carbon monoxide and could not be repaired, it would need to be replaced. I called Home Serve, with the repairman on the line with me, to verify that replacement of my furnace would be covered in full.
I was told on the phone that indeed replacement is covered 100%. I asked 3 times to verify this, each time the answer was yes. She talked to the repairman and told him to submit an estimate and it would be approved.
This call was on 12/13/2023 at 12:34. The recorded says all of their calls are recorded.
Today, I call to check on the progress of the estimate and now Home Serve is telling me that my contract is repair only.
They do not do replacements of furnaces. So I was lied to yesterday and when I initiated the contract with Home Serve.Business Response
Date: 12/26/2023
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 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, emailed Ms. **** on
December 20, 2023.
The OTP
representative confirmed that the Heating Repair Service Agreement does not
cover the replacement of furnaces.
According
to the Heating Repair Service Agreement, Covered Repairs include fixing or
replacing items due to normal wear and tear that are the homeowner's
responsibility. This covers parts like air filters, blower motors, capacitors,
gas valves, ignitors, pilots, thermostats, and other components of your home’s
natural gas forced air or circulating hot water central heating system.
In
situations where a system is unrepairable due to parts being unavailable or
obsolete, or if the system is beyond repair, the policy provides for a pro-rata
refund minus any claims already paid.
In Ms.
****** case, the technician disconnected the unsafe unit and determined that
the furnace required replacement. However, replacements are not covered under
the Service Agreement. As a gesture of goodwill and to rectify the
miscommunication that occurred during the phone call on December 13 2023, HomeServe
offered Ms. **** monetary goodwill towards the cost of a new furnace. Ms. ****
confirmed this was an acceptable resolution. The payment was processed, and Ms.
**** was advised to allow up to 30 days for receipt of the payment.
We are
grateful for the opportunity to address this issue and encourage Ms. **** to
contact us with any further concerns.Customer Answer
Date: 01/03/2024
I got an email from them that they were sending me a check for $500 2 weeks ago, but I have not received it. I sent a follow up email asking if the check had been mailed but I have not received a reply.
So as of yet, the matter has not been resolved.
Business Response
Date: 01/10/2024
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 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, emailed Ms. **** on January 4, 2024 to confirm that the check request,
processed on December 22, 2023, was expedited on January 3, 2024. Additionally,
the tracking number provided on January 9, 2024 showed successful delivery on
the same day.
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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