Complaints

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

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HomeServe USA Corp. has 34 locations, listed below.

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• 

  HomeServe USA Corp.

  45 Glover Ave Fl 6 Norwalk, CT 06850-1238

  
• 

  Home Emergency Insurance Solutions

  Unpublished Fresno, CA 93722

• 

  Home Service USA Repair Management Corp.

  PO Box 7318 Albany, NY 12224-0318

• 

  HomeServe USA

  PO Box 2026 Marietta, GA 30061-9909

• 

  HomeServe USA Corp.

  PO Box 598 Little Rock, AR 72203-0598

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

• Initial Complaint

  Date:11/22/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ****** ******** ****** ******** Formal Complaint Against HomeServe
  
  Dear BBB,
  
  I am writing to file a formal complaint against HomeServe regarding a series of issues that I have experienced with their services. I believe that my grievances warrant your attention and intervention in seeking a resolution. The details of the situation are as follows:
  
  1. Service Agreement Violation: On November 3rd, 2023, I experienced an emergency with my heating and boiler system. According to my service agreement with HomeServe, emergency services are meant to be addressed within 24-48 hours. However, I was informed that the earliest service appointment available was on November 8th, a delay of five days. During this time, I was left without water and my basement was filled with water.
  
  2. Unprofessional Behavior: The representative I interacted with was rude, uncaring, and disrespectful. This behavior was unacceptable, especially during a stressful situation like an emergency with my heating system. The representative even advised that I seek a technician myself if I could not wait, which is contrary to the terms of my insurance contract.
  
  3. Lack of Coverage: While I understand that certain services may not be covered by my policy, essential services such as the replacement of the boiler pressure valve, the emergency call itself, and labor for the repairs are included in the coverage. However, HomeServe has failed to provide these services.
  
  4. Refusal to Reimburse: HomeServe has also refused to reimburse me for the services that are within the scope of my coverage. This refusal is a clear violation of our service agreement.
  
  I have attempted to address these issues with HomeServe directly, but my attempts have been met with resistance and a lack of willingness to resolve the matter amicably.
  
  I am requesting the BBB's assistance in mediating this dispute and ensuring that HomeServe fulfills its obligations as outlined in our service agreement. I expect that HomeServe should promptly provide the necessary services and reimburse me for the expenses that I have incurred due to their failure to meet their commitments.
  
  I appreciate your prompt attention to this matter and hope that your intervention will lead to a satisfactory resolution. If you require any additional information or documentation, please do not hesitate to contact me at [**** ***** ******** ** ***** ***** ******].
  
  Thank you for your assistance in addressing this issue.
  
  Sincerely,
  
  ***** ***********

  

  Business Response

  Date: 11/30/2023

  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 the issue is
  resolved.
  
  In response to this complaint,
  a member of HomeServe’s Office of the President team (“OTP”) conducted a
  detailed investigation of the issue and as a result contacted Mr. ***********
  on November 24, 2023. As a courtesy, Mr. *********** was provided with partial
  reimbursement for covered repairs. Mr. *********** accepted the outcome. 
  
  We
  trust this response satisfactorily resolves Mr. ***********’s concerns. We appreciate you
  bringing this matter to our attention and giving us the opportunity to respond.
  We welcome Mr. *********** to
  reach out to us with any further concerns.

  Customer Answer

  Date: 12/01/2023

  
  
  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. However, they haven’t sent me the payment and confirmation letter yet. 
  
  
  
  Sincerely,
  
  
  
  ***** ***********

• Initial Complaint

  Date:11/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’m a single mother of a medically fragile child. HomeServe has left us without running water for seven days, with no solution in sight. I have attempted to contact a manager/supervisor/team lead for several business days. Today, I was promised one of those high level agents would contact me between 2:00 pm and 6:00 pm. I waited, phone in hand, but never received a call. HomeServe has only one provider in the entire state of **: ****** ********. ****** is price gouging, thanks to the monopoly set up by HomeServe. Three independent plumbing companies, that are actually licensed and local to me as opposed to ****** which is 2 hours away, have stated they can do the same job for less than half the total price, and even slightly less than what HomeServe and ****** think I should pay out of pocket.

  

  Business Response

  Date: 12/04/2023

  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 (“OTP”) conducted a detailed
  investigation of the issue and as a result, called Ms. ****** on November 22nd,
  2023. The OTP member offered to reimburse her up to her benefit limit for a 3rd party contractor of her choice to complete the repair. Ms. ****** accepted this
  outcome, and the reimbursement was entered into our systems on November 29th,
  2023.
  
  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 ******
  ****** to reach out to us with any further concerns.

• Initial Complaint

  Date:11/21/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Home Serve used to bill through ******** ******** *****. This has changed. A letter was sent stating that this was no longer an option. I responded to the notice I received in the mail by calling them to have the monthly bill debited to my checking account.
  
  When I went on the website and looked at my account I discovered that they were billing me for two accounts instead of one. I called them and was transferred 5 different times trying to get this resolved. I asked for a supervisor and was told twice that there were none available. I asked for a manager and was also told the same thing.
  
  I finally got through to a person that stated she closed the one account for outside power line repair. When I went to my account on the website it was still there.

  

  Business Response

  Date: 12/04/2023

  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.
  
  In response to this complaint a member of HomeServe’s Office of the
  President (“OTP”) contacted Mr. *********** on November 27th, 2023.
  The OTP member confirmed that the duplicate exterior electric policy had been
  cancelled, and that we are working on merging his two accounts to be viewed
  together on his online account. Mr.  *********** accepted this outcome and will be
  contacted again once the systemic issue has been resolved.
  
  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.

  

  Business Response

  Date: 12/04/2023

  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.
  
  In response to this complaint a member of HomeServe’s Office of the
  President (“OTP”) contacted Mr. *********** on November 27th, 2023.
  The OTP member confirmed that the duplicate exterior electric policy had been
  cancelled, and that we are working on merging his two accounts to be viewed
  together on his online account. Mr.  *********** accepted this outcome and will be
  contacted again once the systemic issue has been resolved.
  
  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.

  

  Business Response

  Date: 12/04/2023

  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.
  
  In response to this complaint a member of HomeServe’s Office of the
  President (“OTP”) contacted Mr. *********** on November 27th, 2023.
  The OTP member confirmed that the duplicate exterior electric policy had been
  cancelled, and that we are working on merging his two accounts to be viewed
  together on his online account. Mr.  *********** accepted this outcome and will be
  contacted again once the systemic issue has been resolved.
  
  We appreciate you bringing this matter to our
  attention and giving us the opportunity to respond. We welcome Mr. ***********
  to reach out to us with any further concerns.

  Customer Answer

  Date: 12/05/2023

  
  
  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,
  
  
  
  ***** ***********

  Customer Answer

  Date: 12/05/2023

  
  
  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,
  
  
  
  ***** ***********

  Customer Answer

  Date: 12/05/2023

  
  
  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:11/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pay for services through homeserve for repairs if a problem happens with gas lines or electric. I had a leak with my gas lines and my lines need to be re-lined meaning new lines run. I started with $8000. For repairs the first guy did nothing. They paid him out of the available money. They sent another company they walked around took pictures and left did nothing. Here it's been 12days no heat, no way to cook & no hot water. They waited for the 2nd company to respond instead of finding someone to come out and get it fixed. 12 days is too long and now I won't have Thanksgiving cause the 2nd company decides not to do the job and now have to find another company 2 days before Thanksgiving and our Temps are dropping into the 30's & 40's . I need someone to come out and fix this immediately but they seems to have a problem finding someone now and I have to wait another 24 to 48 hours for them to tell me someone will be out. They deduct money every time they send someone to do nothing and I don't have the money for out of pocket expenses cause I'm on disability and only get $914.00 a month. I need help pushing the issue and getting someone to fix my lines so I can cook and shower and get my house warm.

  Customer Answer

  Date: 11/21/2023

  The company  reached out  and has another man coming in the morning of Nov. 22, 2023 to work on the gas lines and get my gas finally on.  I appreciate you all thank you so much! 

• Initial Complaint

  Date:11/20/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Dad hinad this service, ******* ****** it was his account, same address as mine, he passed away March 27, 2023, Home Serve send him 3 checks in the amounts of 31.57, 21.98, and 3.91.on 7 11 2023, I am the executor of his will there is no estate account, I am the only one left my 2 sisters passed away and my mom passed away, my bank will not cash the checks and told me to call home serve and have the checks resent I'm my name, I called home serve and they wanted a copy of the will, and death certificate I sent them, said they would resend the checks in my name, on 8 10 23, I received 3 checks in my Dad's name again, I called them said a supervisor would call me within 72 hrs , no one called me, I called again they said a supervisor would call me , no one called, I do not have a estate account I need the checks in my name to cash them, I don't think it's fair that they get to keep my dad's money, they said after the 3 checks arrived that it would be sent in my name , it was sent in my Dad's name, so twice they sent the same checks to my Dad, the last time I called it would be sent to the estate of ******* ******, never received those, but I would like the checks sent in my name so I can cash them not a estate check, they have a copy of the will and death certificate, it's not fair they are keeping his money.

  

  Business Response

  Date: 12/04/2023

  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 the issue is resolved.
  
  In response to this complaint,
  a member of HomeServe’s Office of the President team (“OTP”) conducted a
  detailed investigation of the issue. The OTP agent left several voicemails for Mr.
  ****** on November 21, November 27, and December 4, 2023. As we were unable to reach
  Mr. ******, HomeServe has processed an overpayment refund for Mr. **** ******.
  
  We
  trust this response satisfactorily resolves Mr. ******’s concerns. We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond. We welcome Mr. ****** to reach out to us with any
  further concerns.

  

  Business Response

  Date: 12/04/2023

  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 the issue is resolved.
  
  In response to this complaint,
  a member of HomeServe’s Office of the President team (“OTP”) conducted a
  detailed investigation of the issue. The OTP agent left several voicemails for Mr.
  ****** on November 21, November 27, and December 4, 2023. As we were unable to reach
  Mr. ******, HomeServe has processed an overpayment refund for Mr. **** ******.
  
  We
  trust this response satisfactorily resolves Mr. ******’s concerns. We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond. We welcome Mr. ****** to reach out to us with any
  further concerns.

  Customer Answer

  Date: 12/04/2023

  
  
  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,
  
  
  
  **** ******

  Customer Answer

  Date: 12/04/2023

  
  
  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:11/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a contract with HomeServe. On Wed. we woke up to no heat, we are elderly and have health problems. They said they couldn’t come until Thursday. When they came they told us we need a part, be back today or tomorrow. Got an e-mail said they are coming Tuesday late in the day. I called to tell them we can’t stay like this because of health problems. I spoke to five different people no one would help us. They have an emergency number which is customer service they can’t help. This is an emergency when you’re dealing with elderly and danger to our life due to health problems. I worked for a utility company and if an elderly or disabled person call for no heat it was a priority, not for HomeServe.

  

  Business Response

  Date: 11/29/2023

  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 their complaint,
  a member of HomeServe’s Office of the President team conducted a detailed
  investigation of the issue and as a result, called *** ******* on November 17th,
  2023, and offered out of pocket reimbursement on the purchase of space heaters
  if the customer chose to purchase them while waiting on the part needed for her
  repair. *** ******* accepted this outcome, and the repair was able to be
  completed on November 20th, 2023.
  
  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 ***
  ******* to reach out to us with any further concerns.

  

  Business Response

  Date: 11/29/2023

  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 their complaint,
  a member of HomeServe’s Office of the President team conducted a detailed
  investigation of the issue and as a result, called *** ******* on November 17th,
  2023, and offered out of pocket reimbursement on the purchase of space heaters
  if the customer chose to purchase them while waiting on the part needed for her
  repair. *** ******* accepted this outcome, and the repair was able to be
  completed on November 20th, 2023.
  
  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 ***
  ******* to reach out to us with any further concerns.

  

  Business Response

  Date: 11/29/2023

  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 their complaint,
  a member of HomeServe’s Office of the President team conducted a detailed
  investigation of the issue and as a result, called *** ******* on November 17th,
  2023, and offered out of pocket reimbursement on the purchase of space heaters
  if the customer chose to purchase them while waiting on the part needed for her
  repair. *** ******* accepted this outcome, and the repair was able to be
  completed on November 20th, 2023.
  
  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 ***
  ******* to reach out to us with any further concerns.

  

  Business Response

  Date: 11/29/2023

  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 their complaint,
  a member of HomeServe’s Office of the President team conducted a detailed
  investigation of the issue and as a result, called *** ******* on November 17th,
  2023, and offered out of pocket reimbursement on the purchase of space heaters
  if the customer chose to purchase them while waiting on the part needed for her
  repair. *** ******* accepted this outcome, and the repair was able to be
  completed on November 20th, 2023.
  
  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 ***
  ******* to reach out to us with any further concerns.

  Customer Answer

  Date: 11/29/2023

  They did come out on the 20th only after I made two phone calls to them that morning. Someone from the President office did call me on the 20th after they fixed the problem. As far as a space heater that was offered to me on the 17th by a customer service person. I did buy the heater and sent them a copy of the receipt but haven’t gotten a refund. They have to change their policy about elderly and disabled regarding no heat calls, this must be done first like other companies. Thank you for your help.

  Customer Answer

  Date: 11/29/2023

  They did come out on the 20th only after I made two phone calls to them that morning. Someone from the President office did call me on the 20th after they fixed the problem. As far as a space heater that was offered to me on the 17th by a customer service person. I did buy the heater and sent them a copy of the receipt but haven’t gotten a refund. They have to change their policy about elderly and disabled regarding no heat calls, this must be done first like other companies. Thank you for your help.

  Customer Answer

  Date: 11/29/2023

  They did come out on the 20th only after I made two phone calls to them that morning. Someone from the President office did call me on the 20th after they fixed the problem. As far as a space heater that was offered to me on the 17th by a customer service person. I did buy the heater and sent them a copy of the receipt but haven’t gotten a refund. They have to change their policy about elderly and disabled regarding no heat calls, this must be done first like other companies. Thank you for your help.

  Customer Answer

  Date: 11/29/2023

  They did come out on the 20th only after I made two phone calls to them that morning. Someone from the President office did call me on the 20th after they fixed the problem. As far as a space heater that was offered to me on the 17th by a customer service person. I did buy the heater and sent them a copy of the receipt but haven’t gotten a refund. They have to change their policy about elderly and disabled regarding no heat calls, this must be done first like other companies. Thank you for your help.

  

  Business Response

  Date: 12/05/2023

  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 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 *** ******* on December 4th,
  2023, and confirmed a copy of her receipt was received and a reimbursement
  check is being sent to her.  *** *******
  accepted this outcome.
  
  We
  trust this response satisfactorily resolves *** *******’s concerns. We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond.  We welcome ***
  ******* to reach out to us with any further concerns.

  

  Business Response

  Date: 12/05/2023

  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 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 *** ******* on December 4th,
  2023, and confirmed a copy of her receipt was received and a reimbursement
  check is being sent to her.  *** *******
  accepted this outcome.
  
  We
  trust this response satisfactorily resolves *** *******’s concerns. We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond.  We welcome ***
  ******* to reach out to us with any further concerns.

  

  Business Response

  Date: 12/05/2023

  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 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 *** ******* on December 4th,
  2023, and confirmed a copy of her receipt was received and a reimbursement
  check is being sent to her.  *** *******
  accepted this outcome.
  
  We
  trust this response satisfactorily resolves *** *******’s concerns. We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond.  We welcome ***
  ******* to reach out to us with any further concerns.

  

  Business Response

  Date: 12/05/2023

  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 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 *** ******* on December 4th,
  2023, and confirmed a copy of her receipt was received and a reimbursement
  check is being sent to her.  *** *******
  accepted this outcome.
  
  We
  trust this response satisfactorily resolves *** *******’s concerns. We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond.  We welcome ***
  ******* to reach out to us with any further concerns.

• Initial Complaint

  Date:11/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a issue with my sewer so I informed Homeserve since I have a coverage that I made a premium monthly payment however they scheduled an appointment with a plumber to come and assess the issue after the repairs were completed this was August of this year.early October I started having sewer back up in my basement which I never had before the first issue was my sewer line was broken on the outside leading from my basement so there were no sewage going in the pipes because everything was leaking into the earth anyway I called back Homeserve numerous attempts and all I was getting was that they have to get back to the previous plumber to fix it .it took about three weeks calling every day before they sent a different plumber to assess it.the new plumber said there were some problems because of the previous fix so he was supposed to show up the following day to make necessary repairs but the took the job back from him and gave it back to the other previous plumber so he came out and all he did was snake the pipes and said I have problems with my neighbors drain gutters that is why I have issues so the following day I called back Homeserve and it was the same telling me that somebody will call me back and no one never did ,so I went to the cooperate headquarters to file a complaint and that was over two weeks ago now we’re going into two full month that I have to deal with sewage backup in my basement and the neighbors driveway.a gentleman from the head office called me and said he is the person investigating the case so he called me and telling me that the problem was not the repair that was done by the first plumber so he is going to send another plumber to get camera footage of what is going on inside the pipes make a long story short they agreed to fix it but sent me a release letter to sign and notarize that I will give up my right in attempt to file any lawsuits in the future and the repair won’t happen until I signed off

  

  Business Response

  Date: 11/29/2023

  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 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 November 22nd,
  2023, and advised that his repair was approved. ****** ****** accepted this
  outcome, and the repair was completed on November 28th, 2023.  
  
  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 Yourne
  ****** to reach out to us with any further concerns.

• Initial Complaint

  Date:11/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been without heat and hot water for over 24 hours. I reported it on 11/16/23 at 6am. My 84 year old Mother is dealing with Cancer and on Oxygen so I emphasized this is a medical emergency! Homeserve did not care and would not expedite the appointment in any way. The rep who filed the report was unsympathetic and not a professional. I called several times and still have no service or repair man at my house. I want the value of this contract refunded for such pathetic service

  

  Business Response

  Date: 11/24/2023

  We are in
  receipt of the complaint filed by Mr. ******* ********, on behalf of his
  mother, ********* ******** 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 (“OTP”) conducted a detailed
  investigation of the issue and as a result, contacted Mr. ******** on November 17,
  2023, to discuss his concerns. ********* ****** ******** repaired Mrs. ********’s
  heating system on November 17, 2023.  We
  tried reaching out to Mr. ******** but were unable to connect after multiple
  attempts.
  
  We
  trust this response satisfactorily resolves Mr. ********’s concerns. We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond. We welcome Mr. ******** to reach out to us with any
  further concerns.

• Initial Complaint

  Date:11/15/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just spoke to the rudest “work from home” employees that I have ever dealt with - since the pandemic created this “work from home” problem.
  I am spending almost $70 per month in 10 different Home Serve products and the representative couldn’t even help me consolidate some of these plans….better yet, she didn’t care.
  So I’m asking Home Serve to pull the tape (12:33pm / 15 Nov 23) and listen to this despicable customer service - and then contact me, afterwards, to discuss what your employee (at home) has now made additional work for whomever gets this complaint.
  Shame on her!

  

  Business Response

  Date: 11/16/2023

  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 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 November 15, 2023. The OTP representative expressed their
  apologies to Mr. ****** for the unsatisfactory customer service he received.
  During the conversation, the OTP representative also provided Mr. ****** with
  information regarding the coverage offered by the Essential Systems Plan.
  However, Mr. ****** informed them that he had already examined the coverage
  online and decided to retain his current plans since there were no financial
  advantages with the Essential Systems Plan. Mr. ****** expressed his
  contentment with the resolution of his concerns, appreciating the fact that
  HomeServe had reached out to apologize.
  
  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.
  

  Customer Answer

  Date: 11/16/2023

  
  
  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:11/14/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Home Serve on Nov 5 at 9:51 am and spoke with a rep regarding a septic back-up. I asked the rep if I had septic pumping coverage. The rep stated that I had septic pumping coverage twice. I explained to her that my septic system is backing up and that I was told by two other technicians that came to my home that I needed to have the tank pumped and main line jetted. She stated she would have a technician contact me. The technician arrived a few hours later and said the septic tank needed to be pumped and main line needed to be jetted. I asked does that include digging up the yard and jetting. He said yes all that is included. He called in his diagnosis and left. I received a call at 1:59pm from Rinesha at Home Serve informing me that I was not covered. I informed her that I was told by the first representative that I was covered. She informed me that per my policy that septic pumping was not covered. I asked to speak with a someone charge. She said she would have a supervisor contact me within 24 hours. I decided to call back at 2:05pm and spoke with Chris and explain the issue and she told me the same thing as Rinesha. I asked for the call be pulled from the first rep that informed me that I had the septic pumping coverage. I asked to speak with a supervisor and she said she see I already have a call back scheduled to speak with a supervisor. The supervisor Tori contacted me and informed me that I was not covered and that there was nothing she could do. She looked into the call I had with the first rep (Unity) and admitted that the rep DID say I did HAVE septic pumping coverage. She said the rep probably did not know or maybe got things confused or may have been new. She went on to say that she was sorry but there is nothing she could do about this issue. I asked since I was given misinformation could an exception be made. She said no because I do not have the coverage. I ended up calling a company to pump my tank and jet my main line.

  

  Business Response

  Date: 11/20/2023

  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 the issue is resolved.
  
  In response to this complaint,
  a member of HomeServe’s Office of the President team (“OTP”) conducted a
  detailed investigation of the issue and as a result contacted Mr. ******** on November
  17, 2023. Mr. ******** received reimbursement for the jetting of the exterior
  sewer line, along with a monetary goodwill gesture for the pumping of the
  septic tank, which is a non-covered repair. Mr. ******** accepted the outcome. 
  
  We
  trust this response satisfactorily resolves Mr. ********’s concerns. We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond. We welcome Mr. ******** to reach out to us with any
  further concerns.

  Customer Answer

  Date: 11/20/2023

  
  
  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,
  
  
  
  ***** ********