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: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 a service plan for heater, AC, and other with Home Serve. I called during business hours, 3:30 PM Monday, 12/11/23, and told them my heater was not working and I needed emergency repair because temp. was due to go below freezing that night. After the classic being on hold, hanging up on me and transferring me to explain problem over and over again, they refused to send anyone out that afternoon or night to fix the heater, or at least to tell me if heater could not be fixed so my family and I would leave the house for the night. I expected this as part of my service contract. I called several other companies, and found someone who came out within the hour at the charge of $175.00, and heater was fixed! If Home service refuses to do repairs in an emergency, then I expect them to re-imburse the money I had to pay. They should not list emergency repairs in their contract if they don't intend to fulfill this.
Business Response
Date: 12/26/2023
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 we are working to resolve the
issue to Mr. ******** satisfaction.
In response to this complaint,
a member of HomeServe’s Office of the President conducted a detailed
investigation of the issue and as a result, contacted Mr. ****** on December
22, 2023, and offered to cover the expense of his emergency service call as a
one-time courtesy. We encourage Mr. ****** to contact us to accept our offer.
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:12/13/2023
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.
On Dec 1st, HomeServe withdrew $143.88 from my checking account for an annual payment that I didn’t authorize. I was told a refund of $131.89 minus the regular monthly fee of $11.99, would be returned to my account within 7 business days. After making several inquiries on the pending status of my refund, I was told it was still pending the approval. This same situation happened in October and I thought the problem had been resolved. I’ve always been on a monthly recurring scheduled basis and after noticing other unauthorized payments pending to be processed from my account, I decided to cancel the subscription.
I am seeking assistance from the BBB to look further into this issue of unauthorized payments and to have my $131.89 be refunded to my checking account. After my third attempt to try and resolve this issue, on Dec 12th I decided to cancel my account with HomeServe, and I feel like my refund will not be honored.
In advance, thank you for your time and assistance in helping me to resolve this matter. It is greatly appreciated.
Respectfully,
******* ****Customer Answer
Date: 12/14/2023
This is to inform the BBB that I was informed today by an HomeServe agent that my refund has been approved for processing the Reimbursement. I haven’t received it yet, but wanted to provide an update of my complaint with BBB.
Thank you!
Business Response
Date: 12/21/2023
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 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 as a result contacted Ms. Rice
on December 14, 2023. The OTP member verified through our finance team that the
requested refund had been processed on December 19, 2023. Ms. **** accepted 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.Customer Answer
Date: 12/21/2023
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:12/13/2023
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.
*** *********
***** ******* ** ***** ***** ** ***** ###-###-####
Since 08/18/2022 to the present, I have two plans with this company for plumbing protection.
#1 Home Plumbing and Drainage (Plan# *********)
Annual Cost: $278.88
Payment Method: Direct Debit
#2 Exterior Water Service Line Plus Restoration (Plan#*********)
Annual Cost: $110.88
Payment Method: Direct Debit
Over this period of time I have made monthly payments equaling $489.08
When I needed help from HomeServe, there was none.
Search Service History
Job Number Opened Date Plan Number Issue Type Status
************-3 12/07/2023 ***-***-****N/A ACCEPTED Details
************-2 12/07/2023 ***-***-****N/A REASSIGNED Details
************-1 12/06/2023 ***-***-****Bathroom sink backed up REASSIGNED
A company, ********* ********, ###-###-####, was assigned to my clogged
sink problem for three days of appointments.
On Wednesday 12/06/23 no one came or called during the scheduled 8am-12noon window.
I reported to the office. The appointment was rescheduled to Monday 12/11/23.
On 12/11/23 no one came or called during the scheduled 8am-12noon window.
However I received a call @ around 2:00pm from someone who called themselves Reggie
###-###-#### who said he doesn't go by HomeServe's window schedule but he can come
the next day, Tuesday, between 9:00am-11:00am. I again reported this to the ********** office
at ###-###-####. The appointment was again rescheduled to Tuesday 12/12/23.
So again an appointment was scheduled for Tuesday with an 8am-12noon window.
Again no one came or called during the scheduled 8am-12noon window.
At this point I am not even sure this is a legitimate company and would like to close all accounts, and be given a refund if it is determined any should be given.Business Response
Date: 12/26/2023
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, at his request, emailed ***
********* on December 20th, 2023, and advised we are mailing him a
refund check for both of his policies that were canceled.
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.Initial Complaint
Date:12/12/2023
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.
We called Home Serve because we have a policy through them. We need a pipe repaired in our house. We were told the repair is covered under our policy. Later that evening, we were told the repair is actually not covered. The company will not honor their previous verbal agreement to cover the repair.Customer Answer
Date: 12/14/2023
Thank you.
We were able to work with the company and resolve the issue. They will be covering the claim.
Thanks,
****
Initial Complaint
Date:12/12/2023
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 don't know how they got my account number, but they took 2 ACH debits from my account of $32.28 without my authorization.
They sent several emails to mye, which I PROMPTLY DELETED, and I never responded to any of those emails.
It appears they were able to hack my computer, or the ****** ***** and steal our money.Customer Answer
Date: 12/12/2023
I’ve managed to cancel the account.Initial Complaint
Date:12/08/2023
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 filed a claim with Homeserve and have yet to have service at my address. Everytime I call they say they have to escalate my situation. They reassigned me to a new service provider the new service provider never contacts me never set up service never shows up to my house to repair anything so I called again and then they tell me they have to escalate it again. This company has continued to throw me in a loop and has yet to provide the service that I signed up for, I asked them if I can hire my own service provider and be reimbursed and they told me it has to be escalated before they can approve that even though my case has been escalated four times now.Business Response
Date: 12/19/2023
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.
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 Ms. **** on December 12, 2023, via phone and email, to express
regret over the service delay. Unfortunately, they couldn't reach her directly and
left a voicemail instead, confirming the authorization of a third-party contractor.
Ms. **** was advised to submit the paid invoice for the repair, and HomeServe
would consider reimbursing the costs for all eligible repairs.
We
appreciate you bringing this matter to our attention and giving us the
opportunity to respond. We look forward to receiving the paid invoice from Ms.
****.Initial Complaint
Date:12/05/2023
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.
On 1/23/2023 we chose to get sewer line coverage through our water company **** and they use a 3rd party business Homeserve. Approximately we had a sewer back up into our home that required a commercial snake and we made a phone call to homeserve. They sent a plumber to our home who came in his own personal vehicle, did not bring tools (borrowed my husbands) and ultimately ran a camera down the line finding a belly. When we did not hear anything from the plumber or homeserve we called them and they stated that this is not covered because we do not have a back up at this time. She said that there would have to be sewage back up in our home so that they can repair the blockage. otherwise a belly is not covered. I asked to show me in the contract where it states that and she said it does not state that. I had her repeat herself stating that sewage needs to back up before they will do anything. The company agrees that a belly is a permanent problem but will not pay for the repair. per the contract:
What is a Covered Repair?
Repair or replacement of the following, for which You
have sole responsibility, that is damaged due to normal wear and tear:
• A permanently blocked, leaking, or low pressure (less than 30 pounds
per square inch with 2 or fewer
fixtures open
) Line that provides fresh
water to Your Home.
A belly in a sewer line will not repair itself.Business Response
Date: 12/18/2023
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.
In response to this complaint a
member of HomeServe’s Office of the President team “OTP” contacted Ms. ***** on
December 8, 2023, and completed a detailed investigation of the issue. Our
network contractors received approval to revisit the residence to reassess the
sewer line, due to Ms. ***** advising of slow drainage and gurgling. On
December 13, 2023, our network contractor attended the home, but could not find
any issues with the line. Per the Terms and Conditions, under “What is a
Covered Repair, Repair or replacement of the following for which You have sole
responsibility, that is damaged due to normal wear and tear: A permanently
blocked or leaking Line that takes wastewater from Your Home” we are unable to
evidence the need for any repairs. We
encourage Ms. ***** to follow up with HomeServe should her sewer line experience
any active backups.
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:12/05/2023
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.
Why am I receiving these funny looking checks?
Is this a SCAM?
I am very concernedBusiness Response
Date: 12/15/2023
We are in receipt of the complaint filed by ******* Baugh
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, attempted to contact ******* ***** on December 5th,
2023, to confirm the checks she is receiving are valid, however, they were
unable to connect with her after multiple attempts.
We appreciate you bringing this matter to our attention and
giving us the opportunity to respond. We invite ******* ***** to reach back out
to us at her earliest convenience so we can help resolve her concern.Initial Complaint
Date:12/05/2023
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.
On 10/11/2023 I signed up for homserve Premier Heat Plus program service agreement number ********* for $27.83 a month. I had to wait until 10 days after to put in my first call. So a little after the 10 days I went online to request service since my furnace wasn't heating up. An appoint was scheduled for 11/14/2023 between 8 a.m and 12 p.m. A technician came out and noticed that one of the pipes was leaking and says that the pipe needs to be fixed. Okay I appreciate him pointing out that he sees a little leak in one of the pipes, however he's not even addressing the furnace issue I'm having. So he leaves and says call back once the pipe is fixed. Now the copper pipe that had the leak had nothing to do with the program I had signed up for. On 11/15/2023 I called back and spoke with two different people- someone from the technician dept and customer service rep. Neither person was helpful. The customer service rep was supposed to call me back and as of today I have yet to hear from her. I want to cancel my heat plus program because I refuse to be paying monthly for something and not getting the service I requested.Business Response
Date: 12/07/2023
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 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 December 6, 2023, and explained our technician’s
findings, but offered a second opinion. Although the customer declined
our offer, we believe our findings and investigation to be fair and consistent
with the terms of her service agreement. We have cancelled ****** ******’s
coverage at her request.
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: 12/13/2023
Please note that I did have a conversation with someone from their office and explained everything to her. HomeServe did not stand behind the plan I had with them and that is my reasoning for cancelling the premier heat plus plan. The tech did not do anything, and HomeServe should not be sugarcoating this in their response. I am satisfied with the phone conversation and waiting on my refund.Business Response
Date: 01/02/2024
We are in receipt of the complaint
rejection filed by ****** ****** 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 ******
******’s complaint, a HomeServe Office of the President (OTP) representative
contacted her on January 2nd, 2024, to address her concerns
regarding the complaint rejection. The OTP member clarified that her
reimbursement was entered on December 6th, 2023, and should arrive
in the mail within the next two weeks. The customer was informed to call the
OTP member back if the check is not received within the next two weeks.
We acknowledge Ms. ******’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.Customer Answer
Date: 01/09/2024
A representative from HomeServe reached out on Jan 2, 2024, stating that check was issued out on Dec 6, 2023. She also stated to call her back in two weeks and she will check to see what's going on. However, I have not received anything from them as of yet. I was not given a confirmation number for the validity that a check was actually issued. So nothing has been resolved.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 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 January 19th,
2024, and confirmed she had received the refund check, and had cashed it. Ms.
****** accepted this outcome.
We
trust this response satisfactorily resolves Ms. ******’s concerns. We
appreciate you bringing this matter to our attention and giving us the
opportunity to respond. We welcome Ms.
****** to reach out to us with any further concerns.Initial Complaint
Date:12/04/2023
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've had a warranty with HomeServe for approximately 5 years. In September I called HomeServe regarding an issue with my Air Conditioner, (which was a water leak that caused major damage to my flooring) to submit a claim. They sent ******* ******* *** ***. ******* ******* *** *** diagnosis was that my unit was too old to be repaired and needed to be replaced. HomeServe denied the coverage/claim and only agreed to give me a pro-rated refund for the amount that I have paid into the policy for coverage. They offered nothing towards the replacement of my Air system. I am requesting a refund towards the replacement of my Air Conditioning System.Business Response
Date: 12/13/2023
We are in receipt of the
complaint filed by Ms. ****** **** and regret to hear of her dissatisfaction.
HomeServe USA places our customers at the heart of everything we do and
considers customer satisfaction of utmost importance. We are happy to inform
this issue has been resolved.
In response to this complaint a
member of HomeServe’s Office of the President (“OTP”) contacted Ms. **** on December
11, 2023, after completing a detailed investigation of the issue. The OTP member
provided clarification on the Term and Conditions. An HVAC replacement is not
covered under the Terms and Conditions; however, the customer was offered a
pro-rata refund on paid premiums. Ms. **** accepted the 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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