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.

  45 Glover Ave Fl 6 Norwalk, CT 06850-1238

  
• 

  Home Emergency Insurance Solutions

  Unpublished Fresno, CA 93722

• 

  HomeServe USA

  PO Box 1656 Marietta, GA 30061-1656

• 

  HomeServe USA Corp.

  PO Box 598 Little Rock, AR 72203-0598

• 

  HomeServe USA Corp.

  PO Box 1447 Jackson, MS 39215-1447

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:10/24/2023

  Type:Billing 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.

  Home Serve a third party to ***** *** company has been charging me for the last two years because they have a signature from me for a paper work they sent under ***** *** company. This is fraud to send out contracts under the main business, ***** ***. I thought it’s from gas company and I signed the paper as I thought it’s required.
  They have service protection program.

  

  Business Response

  Date: 10/31/2023

  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 take customer complaints seriously.  We are happy to report that Ms. ***********
  has accepted HomeServe’s resolution of her complaint.
  
  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 Ms. ***********
  on October 24, 2023. HomeServe provided Ms. *********** with her signed
  HomeServe enrollment form and cancelled her Gas Line plan, as requested.  ***** *** 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 entirely optional. In addition, as a gesture
  of goodwill, HomeServe extended Ms. *********** a refund equivalent to one year
  of plan premiums. Ms. *********** has accepted this outcome.
  
  We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond. We welcome Ms. *********** to reach out to us with any
  further concerns.
  
  
  

  

  Business Response

  Date: 10/31/2023

  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 take customer complaints seriously.  We are happy to report that Ms. ***********
  has accepted HomeServe’s resolution of her complaint.
  
  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 Ms. ***********
  on October 24, 2023. HomeServe provided Ms. *********** with her signed
  HomeServe enrollment form and cancelled her Gas Line plan, as requested.  ***** *** 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 entirely optional. In addition, as a gesture
  of goodwill, HomeServe extended Ms. *********** a refund equivalent to one year
  of plan premiums. Ms. *********** has accepted this outcome.
  
  We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond. We welcome Ms. *********** to reach out to us with any
  further concerns.
  
  
  

• Initial Complaint

  Date:10/24/2023

  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.

  This complaint is regarding a Heating and Cooling repair warranty issued by HomeServe. I have had this warranty for the last several years (over 7-8 years) and pay monthly fee to cover the HVAC system. In May of 2022, the HVAC stop working and a repair request was submitted to homeserve. The technician came and diagnosed that it had a bad coil. Homeserve representative called and declined the repairs saying the "System Is Too Old" while there was no discloser signed by me that company will not cover if the system is too old. If the system is too old then why Homeserve is charging monthly premium to cover the warranty. This is unethical and may be illegal as well. After a long debate, they finally declined the repairs. I asked them to cancel my plan if they cannot cover my system. I had another company and they said coil was fine, but it needed a motor fan, and they fixed it for $650. Since May 2022 this same HVAC system is working fine.
  
  I just received another renewal letter from HomeServe, and I did not realize that they have not cancel my plan in May of 2022. I called their office again on October 23, 2023, to discuss this matter and asked them for the refund of premiums they have charged since May of 2022 when they declined to cover the repairs saying, "System Is Too Old". If the system is too old and they cannot cover it for the repairs, then why would they charge me for those months? The Homeserve Rep promised to cancel the plan as of 10/23/23 but again she declined to refund the premiums ($18.95 monthly) since May of 2022. This is unacceptable; this company should cover the repairs if charging customers warranty premiums. However, in my case they have been charging the premiums but declined to offer any services to repair the broken HVAC. Considering all this, I am requesting this company to reimburse me $650 for the repairs that were done while the system was under warranty and refund monthly premiums of $18.95 per month since May of 2022.

  

  Business Response

  Date: 10/30/2023

  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
  conducted a detailed investigation of the issue and as a result, called Mr.
  ****** on October 27, 2023. The OTP representative acknowledged that the
  Heating and Cooling coverage wasn't canceled on May 16, 2022, however has now
  been cancelled as of October 23, 2023.  During the same call, Mr. Husain
  was assured that the premiums would be refunded. The request for a $650
  reimbursement for a repair in May 2022 was denied, as Mr. ****** had already
  received a $300 courtesy payment on July 21, 2023, to assist with the repair
  cost. Mr. ****** accepted this resolution and was informed that he could expect
  to receive the refund check within 30 days.
  
  We trust this
  response satisfactorily resolves Husain’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: 10/30/2023

  
  
  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:10/23/2023

  Type:Order 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.

  Im am trying to discontinue service for my father. I am power of attorney but to no avail they want to speak with him. I explained he is in the ICU on a ventilator so he cannot talk nor write. They didn't want to hear it. I also filed a complaint with ***** bank to stop payment. Homeserve employee would not identify herself nor put me thru to a supervisor. My goal is a refund in the amount of 343.75. Thank You

  

  Business Response

  Date: 11/06/2023

  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:10/20/2023

  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 had a backup on my sewer line. They dispatched a plumber to unclog the line. Well he was working he went to unhook my the hot water from my washer. when doing so he broke my hot water nipple on the washer. He was very upfront and told me he did so. the company on the other hand is saying they will not cover it as it is incidental / consequential damages they don't cover. they do not dispute that the tech broke the part. They had me get a quote for the fix and offered to pay less than half the quote to fix it.

  

  Business Response

  Date: 10/23/2023

  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 October 20, 2023. The OTP representative proposed a full refund
  for the out-of-pocket. Mr. ***** agreed to this resolution and was informed
  that he should expect to receive the refund within 30 days.
  
  We
  trust this response satisfactorily resolves Mr. ******* concerns. We appreciate
  you bringing this matter to our attention and giving us the opportunity to
  respond.  We welcome Mr. ***** to reach
  out to us with any further concerns.

  Customer Answer

  Date: 10/23/2023

  
  
  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. I will be watching for the repayment and will refile this complaint if funds are not received by November 30, 2023. Giving them some extra time as 30 days falls in Thanksgiving week.
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:10/20/2023

  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.

  On October 10, 2023 I contacted a damage restoration company because of a massive dishwasher malfunction. Water drained from the dishwasher onto our wood flooring (see uploads). The company immediately shut off the water and detached the dishwasher. The latter was clearly damaged beyond repair, e.g., the sides swollen from the pressure of the water against them. They hauled the dishwasher away. However, despite their efforts. a steady leak remained, I've had to catch the leaking water in a bucket and empty it frequently.
  
  I have an appliance repair or replace agreement with National Home Repair Warranty, Inc. , formerly HomeServe. I contacted them on October 18, after the water logged floor had dried sufficiently. I explained the situation and provided the make, model and serial number of the dishwasher, as well as a a video and photos of the malfunctioning dishwasher. They refused to address the leak and provide a new dishwasher, (since mine was not repairable). They would not honor the agreement because the dishwasher was not on site and still connected. I explained that if I did that, water would be constantly flooding the wood floor and causing more damage. I contacted a plumber who rectified the leak on October 18. His bill is $101.18 (uploaded). I think I am owed reimbursement for the plumber's cost, as wellas for a comparable dishwasher.
  
  Thank you for your consideration.

  

  Business Response

  Date: 10/31/2023

  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”) contacted Mr. ******** on October 23, 2023, and
  completed a detailed investigation of the issue. As a gesture of
  goodwill, Mr. ******** was provided with compensation for his plumber's
  expenses, totaling $101.18.
  However, it's important to note that while the Appliance Repair plan covers
  repairs to the dishwasher, it does not extend to cover the cost of replacement.
  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: 10/31/2023

  
  
  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:10/20/2023

  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.

  Hello I’m reaching out because I had put in a claim to have my outlet that was working and going out. The contractor came out and did nothing he said he smelled gas which was a lie and was on his phone for 20 minutes. Never checked the issue.
  
  I have reached out to homeserve six times two voicemails and 4 other calls with no answers or responses. I want this issue fixed imemdiately.

  

  Business Response

  Date: 11/02/2023

  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.
  
  In response
  to this complaint, a member of HomeServe’s Office of the President team (“OTP”)
  contacted *** ****** on October 23, 2023, and completed a detailed
  investigation. HomeServe has authorized a second opinion, and the appointment
  has been scheduled for November 17, 2023, according to the customer's
  availability. At this point, we are waiting for the contractor to provide a
  diagnosis before proceeding with the resolution.
  
  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: 12/11/2023

  Yes the contractor never showed up for this job. We rescheduled for 12/4/23 and no call no show. 

  

  Business Response

  Date: 12/22/2023

  We are in receipt of the rejection complaint filed by *** ****
  ****** and regret to learn of his 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 this complaint, a member of HomeServe’s Office of the President team (“OTP”)
  contacted *** ****** on December 12, 2023, through email. HomeServe has
  authorized a second opinion, and the appointment has been rescheduled for December
  27, 2023, according to the customer's availability. As such, we are waiting for
  the contractor to provide a diagnosis before proceeding with the solution.
  
  We appreciate you bringing this matter to our attention
  and giving us the opportunity to respond. 
  We will continue to work with *** ****** through the plan to resolve.

  Customer Answer

  Date: 12/22/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This has been going on for several months now. I tried reaching the contractor took me 26 calls no voicemails and never returned my call. I finally reached them they seem not to **** * ****. I’m done playing games. I want my outlet fixed Hoemserve seems to think it’s a joke. I paid monthly for this. It’s ridiculous.
  
  Sincerely,
  
  
  
  **** ******

  

  Business Response

  Date: 02/19/2024

  We are in receipt of the rejection complaint filed by *** ****
  ****** and regret to learn of his 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 this complaint, a member of HomeServe’s Office of the President team (“OTP”)
  contacted *** ****** on January 18, 2023, through email. HomeServe has approved
  a second opinion, but the appointments with our trusted service provider are
  being repeatedly rescheduled by the customer, making our attempts to resolve
  his outlet issue problematic. Currently, our service provider is waiting for
  the customer to give an update on his availability. We appreciate *** ******
  has advised he has attempted calling the service provider directly, however,
  our dedicated OTP member is also on hand to help coordinate a specific
  appointment time with both parties. HomeServe is unable to progress toward a
  resolution until the service provider can attend to conduct an investigation
  and provide a diagnosis before proceeding with a solution.
  
  We appreciate you bringing this matter to our attention
  and giving us the opportunity to respond. 
  We will continue to work with *** ****** through to resolution.

• Initial Complaint

  Date:10/20/2023

  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.

  HomeServe came to my house to check out our water leak issue on June 14, 2023. The contractors said that it could be from a leaky shower pan that needed to be replaced and that they can fix it. They left and never came back. I called HomeServe again and another contactor came out. He said that the water leakage was coming from the wall and that the shower faucets needed to be purchased and that he can install it. He said someone would contact us to give us further instructions. No one called us and when I tried to call HomeServe again, they said that they could not speak with me because I was not the homeowner. I was furious because I am the one who filed the claim and paid $100 from my debit ********** on June 7, 2023. Since HomeServe will no longer talk to me, it is only right that they refund my credit card for $100.00

  

  Business Response

  Date: 10/27/2023

  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 the complaint, a
  member of HomeServe's Office of the President ("OTP") conducted a
  detailed investigation. The OTP representative
  made multiple efforts to establish communication with Ms. *****, both through
  phone calls and email.
  Regrettably,
  despite these attempts, our OTP representative was unable to contact Ms. *****
  to address her concerns. We encourage Ms. ***** to reach out to us at her
  earliest convenience to engage in a discussion regarding her request for a
  refund of the Service Charge fee. We are committed to resolving this matter and
  are eager to assist Ms. ***** with her concerns.
  We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond.  

• Initial Complaint

  Date:10/19/2023

  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 have furnace coverage my ******** was replaced Jan 23
  I ran my furnace for one month shut it off for spring .Oct 14 tried to turn on Thermostat nothing happened. I called homeserve to set up a service call and they said they can't my service was canceled I asked who canceled it and why? The supervisor said it was a system error on their end .I said we'll I didn't authorize you to cancel it I have a contract .so can you fix the issue tge supervisor said no there's nothing I can do we sent you a letter stating it was canceled I said I never received anything. So now I need a tech to come out to see why the brand new ******** is not working. But homeserve keeps dodging my calls I asked to speak to someone in charge and it's been 4 days no call .I am seeking a lawyer to pursue suing the company for breach of contract canceling my policy for no reason and by their system generated the error I now have to pay to have someone come out or let me family freeze this winter horrible company I have recordings with 3 different customer service reps stating it was not my fault and it was on their end but the supervisors don't care

  

  Business Response

  Date: 10/27/2023

  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 has been resolved.
  
  In response to the concern
  raised, a representative from HomeServe's Office of the President (OTP) conducted
  a detailed investigation into the issue. As a result of this investigation, a
  phone call was made to Mr. ******* on October 26, 2023. During the
  conversation, Mr. ******* confirmed that the Heating System had been
  successfully repaired on October 23, 2023. Additionally, Mr. *******'s enrollment
  in the Heating System coverage was reinstated on October 26, 2023. This action
  was taken due to an administrative error that had previously led to the
  cancellation of his Heating System coverage, and as a resolution, the waiting
  period was waived.
  
  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.  

  Customer Answer

  Date: 10/28/2023

  
  
  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.
  
  
  They went above and beyond to fix their mistake and they use a top notch heating company that came out and was very knowledgeable and efficient so I am so happy with this resolution 
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:10/19/2023

  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 an active monthly service plan for my sewer line. I had the main line back-up in June and had raw sewerage in my basement and damaged my carpet. They sent out a plumber and snaked the line. They told me they were going to send in a repair request. They told me Home Serve would be in contact. I was never contacted and honestly forgot about it. I had the same issue last Friday, October 13th. I called at 8:00 am and they told me someone would be out that day. I did not hear from anyone so I called back at 3:30. They had someone call but couldn't make it out that day. We agreed for a 9:00 am appointment on Saturday. They didn't show up until 11:00. I have been told by previous service calls through Home Serve that there is a "belly" in the line and it needed repairs. He told me he was going to put in an "excavation order". He also told me good luck because they will try to deny it. I called back Monday, Tuesday and today and requested to speak with a manager. I spoke with Lauren and was told since they snaked it they wouldn't do anything else. I explained that wasn't acceptable to have raw sewerage in my basement every 3-4 months and I want the problem fixed and not patched. She refused. I would appreciate an assistance you could provide. Thank you!

  

  Business Response

  Date: 11/01/2023

  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.
  
  In response to this complaint a
  member of HomeServe’s Office of the President team “OTP” contacted Mr. ******
  on October 20, 2023, and completed a detailed investigation of the issue. Our
  network contractors have received approval to revisit the residence for the
  purpose of reassessing the sewer line using camera footage. HomeServe is
  currently awaiting additional information from the contractor, and progress is
  being made toward a resolution. Mr. ****** is aware of the situation and in
  agreement with our current actions.
  
  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: 11/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was contacted by Homeserve last Monday and was told they were sending the contractor back to camera my sewer line. I was told they would contact me later that day to schedule. I was not contacted by Thursday and I had to call back to Homeserve. She was able to contact the contractor while I was on hold and I was told me he would contact me ASAP. The contractor did call and scheduled for the following morning. He came out and confirmed there was a 2-3 foot belly in the line. He was unable to tell me where in the line the belly was located because his camera was old and the wire for the distance was frayed but thought it was in the front yard. I was told he would forward his findings to Homeserve and once authorization was received he would send out someone to mark the yard before excavating. I have not heard back from either Homeserve or the contractor. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 11/24/2023

  We are in receipt of the
  rejection complaint filed by Mr. ***** ****** and regret
  to learn of his 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 diligently working with Mr. ****** to resolve the issue to
  his satisfaction.
  
  Given the complex nature of Mr. ******’s service request,
  we are continuing to work with our preferred network contractor to find a
  suitable resolution to Mr. ******’s sewer line problem. We appreciate you
  bringing this matter to our attention and giving us the extended opportunity to
  research a mutual resolution.  We are in
  continued communication with Mr. ****** and welcome him to reach out to us with
  any further concerns.

• Initial Complaint

  Date:10/18/2023

  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.

  HomeServe Warranty advised me that they would reimburse the approved covered amount for the HVAC system replacement done at my home on 7/28/2023. The reimbursement request form and the requested documents were submitted to HomeServe on 8/15/2023. The form advised that a review would take up to 30 days. As of today, 10/17/2023, I have not received any notification or payments from HomeServe in regard to the request. Several attempts made by me to resolve the issue with the company have gone nowhere. On 8/14/2023 I received a notice of pending cancellation from HomeServe as there was an issue with my automatic payment account on file. I spoke with a Representative who advised they saw no issues and would resubmit the payment request. However, on 8/28/2023, I received a second notice of pending cancellation. Again, I spoke with a Representative who advised there were no issues on their end and again, the payment would be resubmitted. On 8/30/2023, I received an email from a Renewals Specialist at ***** ***** Home Warranty Services advising that the cancellation emails I received from HomeServe had been sent to me in error as HomeServe had transferred (unbeknownst to me) my plan to ***** *****. Although I was a bit confused, after speaking with the ***** ***** Specialist, I accepted the transfer and moved on. However, it appears that HomeServe failed to cancel my plan in their system and continued to debit my account for the monthly fee for both August and September. After several phone calls to HomeServe, each instructing me to call ***** *****, as they could no longer assist me, I was able to reach a ***** ***** Specialist who placed a conference call with me and HomeServe and was able to get the September payment reimbursed, However, for some reason, HomeServe refuses to reimburse the August payment which was debited from my account after the 8/15/2023 transfer of my account to ***** ***** who rightfully debited my account for the August payment one day later.

  

  Business Response

  Date: 10/26/2023

  We are in
  receipt of the complaint filed by Ms. ******** ****, and regret
  to learn of her dissatisfaction. HomeServe USA
  places our customers at the heart of everything we do and considers customer
  satisfaction of utmost importance. We take customer complaints seriously
  and are happy to report that the issue is resolved.
  
  In response to this complaint,
  a member of HomeServe’s Office of the President team (“OTP”) conducted a
  detailed investigation of the issue and as a result contacted Ms. **** on October
  19, 2023. Even though Ms. ****’s Total Home Warranty plan has transitioned to
  ***** *****; she was provided a full reimbursement up to the benefit limit
  along with a monetary goodwill gesture for the monthly overpayment charge. 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: 10/31/2023

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