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:12/01/2023
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 am a member of the Home Serve Internal Plumbing Coverage Service that charges a monthly fee to cover plugged sink drains in the home. I called Home Serve over two weeks ago to report a clogged kitchen drain.
I received an email from Danielle on 11/30/2023 indicating that they have reached out to contractors without success. They wanted a call back to provide names of other contractors. I called on 12/1/2023 and spoke with Serena who indicated they tried 7 contractors and were either too busy or too far away. I gave them the name of ********** at ************ to call. I do not believe all the companies are too busy. I believe that they do not accept Homeserves fee schedule.
Business Response
Date: 12/11/2023
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
(“OTP”) conducted a detailed investigation of the issue and as a result, emailed
Ms. ******* on December 4, 2023. The email explained that HomeServe was
actively working to assigning the job and expressed regret for any
inconvenience caused by the delay.
The service call was allocated to Mr. ****** ********
on December 5, 2023. Regrettably, they provider was unable to contact Ms.
*******. HomeServe representatives made multiple attempts to reach Ms. *******
through email and phone calls on December 5, 6, and 8, 2023, but were
unsuccessful. We encourage Ms. ******* to get in touch with us should she still
need the service call.
We
appreciate you bringing this matter to our attention and giving us the
opportunity to respond.Initial Complaint
Date:12/01/2023
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 Account Number ********. We were having a drain issue and they were working on someone to fix the problem from September 20 until November 2023. They did not find anyone to repair our problem. We had to find someone and pay for it. Now we are waiting for our money of $619.50 We were not reimbursed for going to the laundry ($64.00) mat for these months either. We pay for this insurance every month. Should receive some type of credit. For the long service, for not finding anyone....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. We take customer
complaints seriously and are working with Ms. ******* to resolve the issue to her
satisfaction.
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:12/01/2023
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.
11/30/2023
$377
Protection plans
Unauthorized debit of yearly payment from checking account
No, they are ignoring my requests to speak to a manager. I’ve called 6 times.
Account *********Business Response
Date: 12/14/2023
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 team (“OTP”)
conducted a detailed investigation of the issue. On December 5, 2023, Ms.
******* was contacted, utilizing email due to her voicemail being full, to clarify
the automatic renewal process for ******* **** ****. HomeServe has promptly
issued a full refund of premiums associated with the renewal. Furthermore,
HomeServe extended an offer to examine any NSF (Non-Sufficient Funds) fees
incurred in her bank account, provided she submits relevant documentation.
Presently, HomeServe awaits the submission of additional documentation for the
aforementioned fees.
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:12/01/2023
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 due to an external leak into my basement, which became apparent whenever I showered. Homeserve assured me that I was covered under their service and dispatched a plumber. The plumber diagnosed the problem as a clogged sewer line. Although they initially tried to clear it, they needed to return later with a camera to locate the exact blockage. They marked the spot in my yard and assured me that Homeserve would follow up for excavation. However, I received no further communication.
After a month with no progress, I contacted Homeserve, who claimed they were awaiting camera footage from the plumber. On contacting the plumbing company, they informed me that they had already submitted the footage and were awaiting approval from Homeserve. Despite repeatedly contacting Homeserve over several weeks, I was consistently told they were waiting on their contractors and suggested I coordinate with them directly.
Four months from the initial claim, the plumbing company unexpectedly began digging in my yard, causing inconvenience and leaving behind a mess of dirt and tree limbs, without any prior notice or my consent. After their departure, Homeserve informed me the issue wasn't resolved and demanded $7,500 to fix it, stating they wouldn't cover the costs and that I would no longer be covered until I pay. This situation has left me feeling exploited and misled by Homeserve.Business Response
Date: 12/18/2023
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 working with Mr. ******* to resolve the issue to his
satisfaction.
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:12/01/2023
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 purchased outdoor plumbing insurance from Home Serve in 2017, this was the only time i had a complaint. The issue started in the end of February and had five different plumbers here and everyone of them said the problem was on the outside of the house. When I first called Home serve to report the problem , they sent a crew out and they dug up my yard but did not fix the problem , I called them again and that crew refused to come back out to do it properly. Home serve once again sent out another subcontractor, he came here and once again said that it was on the outside and would have to be re-dug to be fixed. Between February and June i called plumbers who all said it was outside and they all jetted and put a camera down and they said it was outside. I called home serve once again and they sent ****** ********’s owner. After five other plumbers,he claims the problem was on the inside. First estimate was $2000.00, then $7000. Then they upped it to $16,000., At that point i told Home serve that I didn’t trust any of their subcontractors and I was hiring a third party.. They supposedly paid the first subcontractor $8000. Then told me I would have to pay out of picket for the work. It was no fault of mine that their subcontractors are incompetent. I’ve contacted the ******** ********* ****** and Home serve is now ignoring both myself and the advocate at the ******** ********* *******Business Response
Date: 02/27/2024
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.
According to our records, Ms. ***** signed up for the Exterior Sewer Septic Line with Restoration plan through HomeServe USA ("HomeServe") on the 3rd of June, 2017. In March of 2023, she required repairs on her sewer septic line. From the 3rd of June to the 21st of August, 2023, HomeServe rendered assistance for both interior and exterior sewer line complications.
On the 21st of July, 2023, a contractor from HomeServe's network provided a quotation for the repair work needed on both the internal and external sewer septic lines. The internal repairs were deemed to be the obligation of Ms. ***** due to her not having coverage for Interior Plumbing and Drainage.
By the 21st of August, 2023, the network contractor had to terminate the repair job as they were unable to continue, and Ms. ***** opted to hire a different contractor for the job for various reasons. The representative from OTP asked for the diagnosis and repair quotation from the external contractor, which Ms. ***** supplied, courtesy of ***** ****** She confirmed that the repair was set for the 24th of August, 2023, noting that the full extent of work required would be established once excavation began.
Ms. ***** has provided the paperwork from the external contractor, which is currently under examination, particularly since the final invoice was higher than the initial estimate. We plan to reach out to Ms. ***** following the conclusion of our assessment.
We appreciate you bringing this matter to our attention and giving us the opportunity to respond.
Initial Complaint
Date:12/01/2023
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.
11/27/2023
Main water line to home broke. Called in claim on HomeServe policy. As of 11/30/2023 no service provided.
No follow-up despite multiplying calls. Call center staff very friendly but no service.
Had surgery on Tuesday and we have no water to house. Will have to go to hotel if not resolved today. Cannot shower or wash dishes. Filling jugs from neighbors to flush toiletsBusiness Response
Date: 12/18/2023
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 working with Mr. ****** to resolve the issue to his
satisfaction.
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:11/29/2023
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.
Nov 6, 2023, I enrolled online on HomeServe’s website for Exterior Water Serv Line Coverage $21.48 annually (Order *******) and Exterior Sewer/Septic Line Coverage $32.28 annually (Order *******). I also enrolled in their Interior Plumbing and Drainage System Coverage $65.88 annually (Order *******). Total of $119.64. Emails received from HomeServe.
On Nov 8, I found HomeServe took $131.88 out of my checking account instead of $119.64. This overdrew my checking account. I contacted HomeServe and they told me I owed them an additional $70.00 to have these three programs. I told HomeServe to cancel these programs. HomeServe said they owed me $131.88 (this amount is correct), $2.48 (I don't understand this amount) and $3.72 (I don't understand this amount). I have made several phone calls to HomeServe about my refund of $131.88. Each time, the person tells me the refund will be before Thanksgiving. The last person told me the refund would be the Monday after Thanksgiving. I still have not received my refund for $131.88. I received checks on Nov 14, 2023 for $2.48 and $3.72 - which is not correct. I am not cashing these checks. Can you help me with this?Business Response
Date: 12/12/2023
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. ****
on November 30, 2023, by email. The OTP member verified through our finance team
that the requested refund had been processed on December 11, 2023, after
multiple failed attempts. 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: 12/12/2023
Complaint: ********
I am rejecting this response because:I have explained to Cara Fowler at Home Serve, the credit card they used to take the money out of my bank is a valid card. Also, one of the checks Home Serve sent me would not clear the bank. (No account found.) I have no idea what this company is doing but they are not giving me back my money. It has been over a month now that they took the money and will not give it back. Can you help me? My bank can not do anything on their end.
Sincerely,
**** ****Customer Answer
Date: 12/12/2023
attached is my bank account showing where I deposited the two checks ($3.72 and $2.48) and where the check for $2.48 was not accepted by my bank.Business Response
Date: 12/19/2023
We are in
receipt of the rejection complaint 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 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. ****
on December 14, 2023 by email. The OTP member verified, on December 17, 2023, that
the customer has now received the refund.
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: 12/29/2023
I have not sent a response yet because I am waiting to see if the check for $131.88 will actually stay in my account or get pulled back like the check for $2.48 did for account not found. Home Serve was supposed to reissue the check for $2.48 but I have yet to receive the reissued check. I know it's a small amount but it's the principle of the matter. ThanksInitial Complaint
Date:11/29/2023
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.
******* ***** sent out the enclosed letter for people to sign up to pay for "Electrical Plus Coverage" to repair various parts of their electrical equipment they say is "not covered for repairs". The letter came in an ******* ***** logo envelope. ******* ***** denies it sent the letter out and insists HomeServe sent it.
I called Home Serve to try to understand the relationship with ******* ***** and how they obtained my address for this mailing. I spoke with a manager named "Kim" today at Home Serve at 15:00 hours who refused to answer any questions about the relationship with ******* ***** for this product, how they are using ******* ***** logo and how they got my address for this unsolicited mailing. I called ******* ***** and they refuse to disclose how much they get for each contract that signs up with HomeServe and they say they have nothing to do with it (despite it going out with their logo on the envelope) to call HomeServe.
Both ******* ***** and HomeServe are illegally creating a very deceptive Trade Practice of offering a product in the manner below. It is difficult to tell who created and really sent this letter and who is really the source, sponsorship, approval or certification of this offering REALLY is. I cannot tell from the letter or from call both ******* ***** and HomeServe. This is very deceptive, unethical and confusing to the average homeowner.
In addition, I never gave authorization for ******* ***** or HomeServe to obtain my address for sending these unsolicited deceptive letters. This is an invasion of my privacy.
I believe this letter sent to me violates AT A MINIMUM the 2006 ******* **** ******* ****** Unlawful Trade Practices :
(1) Passing off goods or services as those of another, provided that this section shall not prohibit the private labeling of goods or services.
(2) Causing confusion or misunderstanding as to the source, sponsorship, approval, or certification of goods or services.Business Response
Date: 11/30/2023
We
are in receipt of the complaint filed by Ms. ********* 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 complaints seriously and are happy to report that the issue is resolved.
According
to our records, Ms. ********* has never been a customer of HomeServe USA.
We thank her for taking the time to provide feedback on the ******* *****
program. ******* ***** has partnered with HomeServe to offer a suite of
optional service plans that cover repairs to a variety of home systems. The
service plans are designed to protect homeowners from the inconvenience and
unexpected expenses created when one of these systems fails. This program is
one that ******* ***** supports and is entirely optional. ******* *****
customers are not required to purchase any of the plans. We have added Ms.
*********** address to our Do Not Mail List. We ask that she allow 4 to 6
weeks for this change to take effect. In the meantime, she may continue to
receive pre-scheduled mailings while our system updates her file.
We
trust this response satisfactorily resolves Ms. ********* concerns, and we
thank you for the opportunity to respond.Customer Answer
Date: 12/01/2023
Complaint: ********
I am rejecting this response because:
I specifically asked how much ******* ***** gets for each contract that signs up with HomeServe through this program. HomeServe has confirmed the relationship here between ******* ***** and HomeServe, so now there needs to be DISCLOSURE of the fact that HomeServe pays ******* ***** for the addresses they got from ******* ***** WITHOUT consent and that HomeServe pays ******* ***** for each deceptive contract they get from ******* ***** customers who sign up for this deceptive program.
HomeServe also confirmed I was never a customer of HomeServe so you will need to disclose where you got my address from and if you paid ******* ***** for it. I never consented to have my address sold to HomeServe. I never consented to anything being sent to me from HomeServe. Sorry you do not get 4 to 6 weeks to remove my address when I never authorized you to send me anything in the mail. Remove it now, go above and beyond if you must to make it effective immediately.
The fact that the outside envelope of the letter sent by HomeServe only has ******* *****s logo on it deceives the receiver of the letter to believe that is it an ******* ***** bill or official correspondence that must be opened as it may be a bill or something important. If this letter had HomeServe on the envelope instead of ******* *****, I would have thrown it out without opening it. The letter itself is also deceptive in that it falsely leads the reader of it to believe this is coming from and endorsed by ******* ***** which pressures the homeowner to buy this contract.
This letter sent by HomeServe with ******* ***** logo on the envelope is a CLEAR violation of the 2006 ******* ********* ***** ********* *** ****** to include, but not limited to the following references within the Act.
(1) Passing off goods or services as those of another, provided that this section shall not prohibit the private labeling of goods or services.
(2) Causing confusion or misunderstanding as to the source, sponsorship, approval, or certification of goods or services.
(3) Causing confusion or misunderstanding as to the affiliation, connection, or association with, or certification by another, provided that this section shall not prohibit the private labeling of goods or services.
(20) In connection with any seller-assisted marketing plan, either misrepresenting the amount or extent of earnings to result therefrom, or misrepresenting the extent or nature of the market for the goods or services, or both, sold or delivered in connection with the plan, or misrepresenting that the seller of the plan will repurchase all or part of the goods or services, or both, sold or delivered in connection with the plan, or failing to deliver goods or services, or both, within the time represented. As used herein, "seller-assisted marketing plan" includes any plan, scheme, or system in which for a consideration a buyer acquires goods or services, or both, together with a plan, scheme, or system for the resale of said goods or services, or both.
(27) Engaging in any other unconscionable, false, misleading, or deceptive act or practice in the conduct of trade or commerce.
Please provide the name, title and address of the Registered Agent of HomeServe. I asked for it on the phone a few days ago with HomeServe and was told "someone will get back to you with that", but no one has. When asked for this information, HomeServe has a legal requirement to provide it and not brush it off.
Sincerely,
****** *********Business Response
Date: 12/06/2023
We are in
receipt of the complaint rejection filed by Ms. ********* and regret to learn
of her continued dissatisfaction.
HomeServe places our customers at the heart of everything we do and
considers customer satisfaction of utmost importance.
Our records
show that Ms. ********* received a promotional mailer in November 2023, offering
our optional Exterior Electrical System coverage from HomeServe USA Repair
Management Corp. (“HomeServe”). This service is part of a new program *******
***** has introduced from HomeServe to offer a range of optional service plans,
including a plan covering repairs to the exterior electrical line. These plans
are designed to protect homeowners from the unforeseen costs and hassles
associated with covered repairs. ******* ***** endorses and approves this
program.
Ms.
*********'s is concerned about ******* *****'s name being used in HomeServe's
marketing. However, ******* ***** has authorized the use of its name and logo
as part of this program to signify a formal relationship and to assure
residents of the legitimacy program.
HomeServe
prioritizes transparency in its communications. The mailer explicitly states in
the body copy on the first page that “******* ***** has selected HomeServe, an
independent company and leading provider of emergency home repair programs
nationwide to offer Exterior Electrical Plus Coverage to eligible customers.”
It also clearly indicates that “HomeServe USA Repair Management Corp., located
at *** ******* ** *** ****** ******** ** ****** is an independent company and
is not an affiliate, partner, agent, joint venturer, or legal representative of
******* ***** Company.”
The service
plans are offered to ******* ***** customers within the company's service area.
******* ***** does not supply HomeServe with customer information to mail
program communications and we confirm that ******* ***** did not supply
HomeServe with Ms. *********'s personal details. The letter makes this clear on
the first page with the disclosure: “You are being offered these optional
service plans from HomeServe as an ******* ***** Company customer based on your
address being located within ******* ***** Company’s geographic service
territory and pursuant to an agreement between ******* ***** Company and
HomeServe.”
We have
removed Ms. ********* from our mailing list, ensuring she will not receive
further marketing communications from HomeServe. We trust this response
adequately addresses Ms. *********** concerns and are grateful for the chance
to provide clarification.Customer Answer
Date: 12/07/2023
Complaint: ********
I am rejecting this response because:
The fact that the outside envelope of the letter sent by HomeServe only has ******* *****s logo on it deceives the receiver of the letter to believe that is it an ******* ***** bill or official correspondence that must be opened as it may be a bill or something important related to the electrical function and equipment at the homeowners place of residence. If this letter had HomeServe on the envelope instead of ******* *****, I would have thrown it out without opening it as I have no want or need for anything from HomeServe. The letter itself is also deceptive in that it falsely leads the reader of it to believe this is coming from and endorsed by ******* ***** which pressures the homeowner to buy this contract.
I filed a BBB complaint #******** on 28 November 2023 asking HomeServe how much ******* ***** gets for each contract that signs up with HomeServe through this program. HomeServe has confirmed the relationship between ******* ***** and HomeServe, so now there needs to be DISCLOSURE IN WRITING of the fact that HomeServe pays ******* ***** for the addresses they got from ******* ***** WITHOUT consent and that HomeServe pays ******* ***** for each deceptive contract they get from ******* ***** customers who sign up for this deceptive HomeServe program. I never got an answer.
HomeServe also confirmed I was never a customer of HomeServe so you will need to disclose where HomeServe got my address from and if you paid ******* ***** for it and how much was paid. I never consented to have my address sold to HomeServe. I never consented to anything being sent to me from HomeServe. I never got an answer.
This letter sent by HomeServe with ******* ***** logo on the envelope is a CLEAR violation of the Section 5 of the ******* ***** ********** *** and 2006 ******* ********* ***** ********* *** ****** to include, but not limited to the following references within the Act.
(1) Passing off goods or services as those of another, provided that this section shall not prohibit the private labeling of goods or services.
(2) Causing confusion or misunderstanding as to the source, sponsorship, approval, or certification of goods or services.
(3) Causing confusion or misunderstanding as to the affiliation, connection, or association with, or certification by another, provided that this section shall not prohibit the private labeling of goods or services.
(20) In connection with any seller-assisted marketing plan, either misrepresenting the amount or extent of earnings to result therefrom, or misrepresenting the extent or nature of the market for the goods or services, or both, sold or delivered in connection with the plan, or misrepresenting that the seller of the plan will repurchase all or part of the goods or services, or both, sold or delivered in connection with the plan, or failing to deliver goods or services, or both, within the time represented. As used herein, "seller-assisted marketing plan" includes any plan, scheme, or system in which for a consideration a buyer acquires goods or services, or both, together with a plan, scheme, or system for the resale of said goods or services, or both.
(27) Engaging in any other unconscionable, false, misleading, or deceptive act or practice in the conduct of trade or commerce.
I will seek remedies available under the ******* ***** ********** *** and 2006 ******* ********* ***** ********* *** ****** to include, but not limited to the following references within the Act.
include but not limited to:
1) Injunction to stop this deceptive mailer from being sent to ******* ***** customers using their addresses given to HomeServe without their consent.
2) Consent Decrees should it become necessary in the process.
3) Disgorgement of profits gained by HomeServe as a result of the unfair deceptive practice of these deceptive letters being sent by HomeServe to ******* ***** customers.
4) Statuatory damages as allowed by law.
5) Treble damages as allowed by law.
6)Punitive damages as allowed by law.
7) My Attorney costs and legal fees as allowed by law.
Sincerely,
****** *********Initial Complaint
Date:11/28/2023
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.
In October, 2023, I enrolled in a gas line coverage program through HomeServe offered by my utility company, ******** ***. I received an email on 10/22/23 that I was enrolled in the program. Last week I received the attached letter stating they were unable to process my application, reason not given. I spent approximately one hour on the phone on 11/26/23 with a HomeServe customer service representative to re enroll in the program. I was told I would receive an email confirming my enrollment. As of today I have received nothing from the company. When I log into the HomeServe app it says my enrollment has expired. I am beyond frustrated with this company and its poor communication. I do want the gas line coverage or an explanation as to why I can’t get it.Business Response
Date: 12/11/2023
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 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 and emailed Ms. ****** on December 8,
2023, and informed her that her enrollment in Gas Line coverage was successful.
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: 12/11/2023
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:11/28/2023
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 signed up for HomeServe insurance plan for my heating and cooling system. I've have been paying my premium using autopay. I recently called to have a service call and was notified that my account was cancelled since they were unable to process my payment and they are unable to provide service, requiring that i pay for the service call out of pocket. My payment method/credit card has always been in good standing. I expect that they should resolve the card processing issue on their end and restore my service and repair my heating system under my plan.Business Response
Date: 12/07/2023
We are in receipt of the complaint filed by Mr. ****** ******
and regret to learn of his dissatisfaction. HomeServe 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 the complaint, a
member of HomeServe's Office of the President ("OTP") attempted to contact
Mr. ****** on November 29, 2023, and conducted a detailed investigation. HomeServe
has proposed to reenroll Mr. ****** in his Heating and Cooling plans and has
agreed to waive the waiting period. Furthermore, the OTP representative has
requested Mr. ****** to submit his invoice for potential reimbursement for the
additional incurred costs as a courtesy and resolution to this matter. As we have
been unable to reach Mr. ******. We encourage him to contact HomeServe to
reenroll in the Heating and Cooling plans.
We are committed to resolving this
matter and are eager to assist Mr. ****** with his concerns. We look forward to
hearing from Mr. ****** in the near future.
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