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

  
• 

  HomeServe USA Corp.

  PO Box 4067 Portsmouth, NH 03802-4067

• 

  HomeServe USA

  PO Box 2026 Marietta, GA 30061-9909

• 

  Home Service USA

  PO Box 873 Northbrook, IL 60065-0873

• 

  Home Emergency Insurance Solutions

  P.O. Box 11594 Richmond, VA 23286

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:10/18/2023

  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.

  This company automatically somehow signed me up for their service when I never personally signed up for it I always ignored there letters because my husband works for the electric company from which they kept sending me letters to buy insurance on my gas lines at 45 dollars a year , yet I got a letter today thanking me for enrolling which I did not do and they are going to add the cost to my electric bill

  

  Business Response

  Date: 10/24/2023

  We are in
  receipt of the complaint filed by Mrs. ******* ******, 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 Mrs. ****** on October
  20, 2023, through email. HomeServe has verified the validation of the gas line
  enrollment and subsequently provided Mrs. ****** with a copy of the original
  enrollment. Following this, Mrs. ****** expressed her desire to cancel the Gas
  Line Replacement plan, which was successfully processed on October 23, 2023. Mrs.
  ****** accepted the outcome. 
  
  We
  trust this response satisfactorily resolves Mrs. ******’s concerns. We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond. We welcome Mrs. ****** to reach out to us with any
  further concerns.

• Initial Complaint

  Date:10/16/2023

  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.

  I have a service contract with HomeServe for my home heating system, water heater and water line. My plan account # is *********. I have had HomeServe for several years as my maintenance and repair company, partnered with ***** ****** ***. My plan started on June 27, 2020 and is in affect til June 26, 2024. On 08/05/2023 I received a letter from a company, *** ** *** **** *** as to a refund of $75 due to a tax audit from HomeServe. I’ve sent the letter to HomeServe representative , Amber H******* and to ********* * ********************* for there viewing. I received a phone call from Miss Amber H*******. She advised me that HomeServe confirmed that the refund is accurate and after investigating, HomeServe will be sending me the $75 refund shortly. I’ve never received the refund to date and sent several emails, see attached, advising Miss Amber H******* that I still have received the refund and have not received a response to any of my email requests for information or just a response. I have not still to date received any response from HomeServe nor Miss Amber H******* and I still have not received the $75 refund as of 10/13/2023.

  Customer Answer

  Date: 10/19/2023

  Today, a check from HomeServer was received in the mail.  The check # *** for $75.00 was received from HomeServe’s bank, ***** **** ****  See attached.  
  I would like to now consider this complaint closed with no further action required.  Thank you to the Better Business Bureau for being able to quickly resolve this issue that I alone could not do without you help.   Attach are copies of check for the $75 in dispute   I deposited the check and if the check clears, which I’m sure it will, this  matter is now closed  
  

  sincerely,

  **** **********

  Albrrt S Waddington

  Customer Answer

  Date: 10/19/2023

  Today, a check from HomeServer was received in the mail.  The check # *** for $75.00 was received from HomeServe’s bank, ***** **** ****  See attached.  
  I would like to now consider this complaint closed with no further action required.  Thank you to the Better Business Bureau for being able to quickly resolve this issue that I alone could not do without you help.   Attach are copies of check for the $75 in dispute   I deposited the check and if the check clears, which I’m sure it will, this  matter is now closed  
  

  sincerely,

  **** **********

  ****** * **********

  Customer Answer

  Date: 10/19/2023

  Today, a check from HomeServer was received in the mail.  The check # *** for $75.00 was received from HomeServe’s bank, ***** **** ****  See attached.  
  I would like to now consider this complaint closed with no further action required.  Thank you to the Better Business Bureau for being able to quickly resolve this issue that I alone could not do without you help.   Attach are copies of check for the $75 in dispute   I deposited the check and if the check clears, which I’m sure it will, this  matter is now closed  
  

  sincerely,

  **** **********

  ****** * **********

• Initial Complaint

  Date:10/06/2023

  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.

  Honeserve sold my insurance to ***** ***** without notifying me first as stated in the terms and conditions of the contract. I filed a plumbing claim and they informed me that I would need to contact this new provider that I’ve never heard of or knew anything about. I talked to the Manager from homeserve yesterday and was assured the company sent me a 30 day notice to inform me that they would be transferring the contract. Apparently they sent it in the mail but would not be able to resend the document for my review. I never received this document. The manager was supposed to send me new information via email but failed to do so. Now ***** ***** took over the contract and homeserve illegally gave them my credit card information without my consent. ***** ***** has the work customer service I’ve ever experienced. I can’t wait to switch providers at the beginning of the year. I’m not sure how homeserve can get away with sending out my credit card information without my consent and without notifying their customers first. Very frustrating do not buy anything from this company.

  

  Business Response

  Date: 10/30/2023

  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.

  

  Business Response

  Date: 10/30/2023

  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:10/06/2023

  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.

  Plan #********* - Interior Plumbing & Drainage System Coverage
  Policy taken out 7/20/2023
  $71.88 annually
  Homeserve was notified of a leak from the sewer pipe in our basement. They sent a tech out over 24 hours later and we were unable to recreate the leak. The tech observed a dark spot on the floor where the leak occurred with no other possible source. We placed water sensors below the pipe to capture it leaking. The water sensor activated less than one week later at which point we took video of the active leak and source and called Homeserve to send someone out. They advised a tech could not come out for more than 24 hours so we stopped using water until the tech came out. When the tech arrived, we flushed the toilet and no water came out but the pipe continues to leak. Despite video (timestamped to the date/time I called them), photos (timestamped the same), they refuse to cover the repairs. The policy documents do not use the term "active leak". There is a leak on the pipe with totality of evidence demonstrating that- wet spot, video, pictures. They refused to even camera the line to show why it leaks. I've had multiple calls seeking someone who can explain anywhere in our agreement it defines a leak as something other than what is happening- no one can answer that. Any reasonable or rational person would define this elbow of the pipe as leaking.

  Customer Answer

  Date: 10/13/2023

  Homeserve had a different company come out and concluded there was a leak. That company made the repair today.

• Initial Complaint

  Date:10/03/2023

  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.

  This company is doing patchwork repairs when other immediate repairs are visible. This maximizes their number of incidents, which plays directly in their favor as you are now only allowed TWO visits per year for a service call and the rest is 100% out of pocket. Had a pinhole leak repaired, another one popped up a week later, and now our benefit is maxed. Now I have another plumbing issue on the interior and none of it will be covered. This is a bait and switch insurance scam.

  

  Business Response

  Date: 10/11/2023

  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 Mr. ******* on October 4th, 2023, and offered a
  courtesy reimbursement for his out-of-pocket expenses. Mr. ******* accepted
  this 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
  **** ******* to reach out to us with any further concerns.

  Customer Answer

  Date: 10/15/2023

  
  
  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:10/03/2023

  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.

  We have a Premier Heat Plus with Homeserve. Several weeks ago, we had our gas pipes replaced as required by current *** code. After finishing replacing the pipes, the plumber had difficulties lighting the pilot of the water heater and informed us that the valve on the water heater was malfunctioning and needed to be replaced. Knowing that this is covered under the contract, we contacted Homeserve and a technician was sent on September 23, 2023. The technician said that the valve was fine, and that it did not need to be replaced.
  
  On Friday, September 29, 2023, after the big storm in **, the pilot light went out again and would not come back on. We called Homeserve again to let them know that the problem recurred. They sent a technician on Monday, October 2, 2023 who now said that because there was some water in the basement (which never reached anywhere close the valve), we needed to replace the heater and refused to fix the valve.
  
  At that point -- after having been without hot water for 3 days because we had waited for Homserve to come -and knowing that the hot water heater could not have been affected by the water -- we had to call another plumber, who came only a few hours after the guy from Homeserve. He said the heater was fine, and managed to light the pilot and get the heater to work. He showed us, however, that the valve was malfunctioning, and said that the pilot may not stay on for long as a result.
  
  This is beyond aggravating and frustrating. We now had to spend an unnecessary amount of money to bring another plumber in and will need to fix the valve. This feels like Homeserve is trying to avoid providing the coverage that they are supposed to. We would like them to do replace the valve as they should be pursuant to their service contract and reimburse us for the cost of having someone else come in!

  

  Business Response

  Date: 10/10/2023

  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, called Ms. ******* on October 4th,
  2023, and proposed expediting her installation appointment. The installation
  was completed the next day on October 5th. In addition, Ms. *******
  was asked to submit her out-of-pocket expenses incurred from a third-party
  plumber for reimbursement consideration. 
  Ms. ******* 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 Ms.
  ******* to reach out to us with any further concerns.

  Customer Answer

  Date: 10/17/2023

  Hello,

  I had some stuff going on and couldn't timely respond to your prior email.  Please mark the complaint as resolved!   Thank you,

  ******

• Initial Complaint

  Date:09/29/2023

  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.

  the technician that came to my house for a heating tune up offered instead of the promotional offer a better deal by signing up for a yearly heating plan for $149; my wife brought to my attention a charge on my **** for $346.60, so I called the company to rectify the mistake and was told that the initial charge was a 50% discounted rate after which a full rate would be charged automatically.
  Not only I had not received a renewal mail by the company (I checked all my folders including trash and spam), but after speaking with 3 different customer service representatives apologizing without offering any kind of explanation I was told that the maximum refund authorized was for $50 that I refused.
  I was told that original offer I received was because I signed up online which is absolutely Not true!; the technician Michael B**** signed me up after completing the tune up I originally scheduled for.
  Not only was I charged $346.60 on 9/25/23, but also over $323 in 2022 without receiving the renewal e mails; however I keep receiving offers via email and regular mail to sign up for water and sewer coverage.
  All these companies use the same tactics when it comes to apologizing and avoiding responsibilities.
  Please find attached the original invoice in which no mention of a 50% discount is offered or provided.
  Thank you

  

  Business Response

  Date: 10/17/2023

  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 contacted Mr. ********* on October
  3, October 6, and October 16, 2023. The member was unable to establish contact
  to discuss this matter as the voicemail box is full and cannot accept messages
  at this time.
  
  We appreciate you bringing this matter to our attention
  and giving us the opportunity to respond. 
  We encourage Mr. ********* to reach out to us at his earliest convenience
  so we can assist him.

  Customer Answer

  Date: 10/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am a Pilot and was flying on those dates, when I reached out to the business I told the 2 people I spoke with to call me on my celular and not on my home phone, not only they didn’t listen, but it was an insult to receive an offer for a $50 credit.
  
  
  
  Sincerely,
  
  
  
  ********* *********

  

  Business Response

  Date: 11/07/2023

  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, and we have provided a
  one-time payment to Mr. Petterman.
  
  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 November 3,
  2023, and offered a partial refund of the last two years of coverage. Mr.
  ********* accepted this outcome.
  
  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: 11/08/2023

  
  
  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:09/27/2023

  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 my main pipe burst at my home and restoration is apart of the contract and Homeserve has not provided a fix to the issue of destroying my yard and my neighbor. customer service continue to tell me a supervisor will be calling me back

  

  Business Response

  Date: 10/06/2023

  We are in receipt of the
  complaint filed by Mrs. ****** 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. As a result, an email
  was sent to Mrs. ****** on October 4, 2023, confirming the approval of her
  reimbursement request for engaging her own contractor to restore her yard. Mrs.
  ****** expressed her satisfaction with the proposed resolution.
  
  We
  trust this response satisfactorily resolves Mrs. Duncan’s concerns. We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond.  We welcome Mrs.
  ****** to reach out to us with any further concerns.

• Initial Complaint

  Date:09/27/2023

  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.

  HomeServed signed uo my husband and I up for 2 plans that we never asked for or approved. When I noticed the plans on my *** bill, I called HomeServe to inquire why we were being charged. I was told that my husband and I signed a letter and a postcard requesting the plans in September 2022 and September 2023. I told the rep that we never signed or sent anything to that company. We're out over $180. I cancelled the plans and was told that my *** bill should be adjusted in 2 days. I don't think we should have to pay anything for the plans. I read on line that there was a class action suit about the same issue and Homeserve lost the suit. It was filed in a different state than *******. Please advise. Thank you.

  Customer Answer

  Date: 09/29/2023

  HomeServe contacted me from ********* their phone number ###-###-#### has a busy signal and I can't get through. Person's name is Theresa. She called regarding my BBB complaint. I'll keep calling, but may not get through.

  Customer Answer

  Date: 10/02/2023

  I contacted Homeserve and the problem was resolved. I cancelled the plans which takes up to 2 cycles. 

• Initial Complaint

  Date:09/22/2023

  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.

  this company is absolutley dysfunctional from the bottom to the top. I signed up on 9/11. I have screen shots online showing I was signed up and they sent me a package in the mail. I requested a supervisor call over a week ago and no one calls. I asked for a call because all their employees seem to give different answers and don't know much about their services. For one I wanted clarification on the prices because it went through for an amount that was not what I was quoted. TWO ... i called in 9/21 after signing up ten days ago and the first girl disconnected my call and the second guy had an attitude and told me my plan was cancelled?! I never cancelled this and literally recieved in writing details about my plan. then they told me ***** ****** *** cancelled it and I called ***** ****** *** and they said home serve is lying and they never cancelled anything. My wife and I spent over 3 hours on the phone in the last two weeks with their horrible customer service and got no where. All their employees seem to not know anything going on there. Instead they said the plan can't be reactivated the date I signed up and are blaming the gas company for cancelling it. all of this is not true. I want my plan to be started and reactivated and dated t 9/11/2023 and them to realize their customer service is unhelpful and the supervisor never calling me after they told me i was on the 48 hour list to get a call is disrespectful!

  

  Business Response

  Date: 09/28/2023

  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 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 Mr. ********
  on September 25, 2023. The OTP member processed the enrollments as requested
  for both the Interior Plumbing and Drainage plan and the Premier Heat and Cool
  Plus plan. Ms. ******** 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: 10/09/2023

  i apologize a representative reached out to me and fixed everything. can we change that the business provided a satisfactory response please?

  Customer Answer

  Date: 12/11/2023

  I reached out months ago when they messed my enrollment up and still gave them a shot. Corporate reached out to me and promised a better expereince but it has been horrible since then and I am seeking aleast a 2 month refund. For starts they messed up my tune up appointment and someone there cancelled it without me knowing and then I has to call in and they booked it over a month later. Then I had a concern with hot water heater and they contracted this company over 2 hours away who never picked up their phone. I then called them and told them find someone local and they got another company who made an appointment and last minute cancelled on me. I ended up paying out of pocket for my own plumber. That's my Nov. waste of money. Then during my tune up it was scheduled 12pm-4. I called the day before requesting they call first (bc i had to get someone there while i was working) they said they call everyone before hand, the day of tune up guy shows up 10am (2 hours earlier)! and never called. he said he would come back at 11am and never did. I had a family member go there and she had to wait until 1 something. When calling in a rep hung up on me. Finally tech shows up does the service and then at night when heat went on it was making a loud rattling noise u can hear 2 floors up! we called home serve who said someone will call the next day to fix their mistake *(bc we didnt turn heat on bc of this noise)- they never called! they finally did late sunday night! i found out their "tech" left the metal cover off of filter and it was making the loud noise and i fixed myself. I have paid this horrible company for 3 months now and got 0 service and a bunch of headaches. To remedy this I am requesting a monthly refund for Nov and Dec! i have video also showing guy here early and also video of the furnace sounding like a tin roof in a rainstorm after he didnt put cover back correctly. I am being ripped off and paid two months for a 0 star rating service.

  
  

  

  Business Response

  Date: 12/21/2023

  We are in receipt of the
  complaint filed by Mr. ******* ******** and regret to
  learn of his dissatisfaction. HomeServe USA places
  our customers at the heart of everything we do and considers customer
  satisfaction of utmost importance. We take customer
  complaints seriously and are happy to report that we have resolved this issue.
  
  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 December 20,
  2023, and offered to provide compensation for a portion his expense for
  non-covered repairs completed by a service provider he hired.  Mr. ******** accepted this 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: 12/22/2023

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