Business Profile

Water and Sewer Line Protection

HomeServe USA Corp.

Complaints

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

Customer Complaints Summary

965 total complaints in the last 3 years.
345 complaints closed in the last 12 months.

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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:09/21/2023
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.
I have had coverage for many year with Home serve. For different syste** in my house. They clearly states when their salesmen call you, OR on their site. That they will EITHER REPAIR OR REPLACE what they cover. My A/C did stop working this Summer. Their agent came could not repair!, So it was the other promise to REPLACE. they have refused to do that. I made ANOTHER CALL to Home serve TODAY, each time they present a new excuse for not keeping their legal promise.: This time the agent said, we cannot pay you for an A/C because you paid your monthly dues to your Electric Company. Then I told her BUT WHEN YOUR AGENT ENROLED ME OVER THE PHONE YOUR CO. (HOME SERVE) SAID THE ONLY WAY TO PAY DUES WAS THROUGH MY ELECTRIC BILL, IT WAS NOT A CHOICE OF MINE IT WAS THE ONLY WAY YOU HAD DECIDED!!!!!! Then the agent our of any excuse, she said that she cannot help me!!
Business Response
Date: 10/04/2023
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 working with **. **** 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 **.
**** to reach out to us with any further concerns.
Customer Answer
Date: 10/05/2023
HOMESERVE, LIED AND THEY ARE NOT WORKING WITH ME AND THEY HAVE ARE REFUSING TO DO ANYTHING. I HAVE WRITTEN THEM AGAIN AND ASKED THEM TO EMAIL ME TO RESOLVE, THEY HAVE REFUSED AND I HAVE NO COMMUNICATION FROM THEM TO SHOW ANY INTENTION TO STOP ABUSING THE RIGHT OF THE CUSTOMER AND ATTEND TO THEIR DUTY OF REPLACE/PAY FOR REPLACEMENT OF THE SUBJECT OF WARRANTY, THEY THEY CLEARLY ADVIERTISE THAT THEY FIX OR REPLACE.
Business Response
Date: 10/13/2023
We are in receipt of the rejection
complaint filed by **. **** and regret to hear of her continued dissatisfaction.
HomeServe USA places our customers at the heart of everything we do and
considers customer satisfaction of utmost importance. We take customer
complaints seriously and are working with **. **** to resolve the issue to her
satisfaction.

In response to this complaint,
a member of HomeServe’s Office of the President team (“OTP”) contacted **. ****
on October 12, 2023, via email, her preferred communication method. In October
2018, **. ****’s Heating and Cooling Repair plan transitioned to HomeServe. It's
important to note that her plan does not include coverage for the replacement
cost of a new heating or cooling system. However, HomeServe has extended a one-time
offer to refund the premiu** paid between October 27, 2022, and October 26,
2023. Regrettably, there has been no response from **. ****. Should **. **** accept
this offer, she can always reach out to HomeServe directly within the next 30
days.

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: 10/31/2023
I already have explained in previous emails to BBB. Homeserve offered $90.00 to settle for a claim for an AC costing over $7,000.00!!!!

If I EVER get through and speak to somebody at Homeserve, each time they present a DIFFERENT excuse why they cannot replace your AC. I have explained that before to BBB.

By the way, also my swageline is covered by Homeserve, again they are supposed to either fix the problem OR replace it. Homeserve will not. I had to hire a plumber from my own pocket, I paid over $600.00 to run a camera and video type showing that my sewage line has collapsed, which means the sewage is polluting the land.

When I contacted Homeserve and offered to send them the video, they said: do not send it to us. We did not make the video and we do not care about it. I said why don't you send your agent to send the camera, they said, they will not. All they can provide me with, is unplugging the sewage when it overflows in my garage or my house!!!

Imagine such treatment when their promise was to FIX, or Replace, They refuse to do either, all they offer is wait until the pollution overflows to my living are, call them to come and unplug. Isn't the city government care about our ground safety, doesn't our legal system care about companies who violently violate their own contact? What is the motivation of BBB and other agencies to close their eyes to all this??

This is Homeserve company and I am amazed that BBB or any government agency does not act!
***** ****
Business Response
Date: 11/13/2023
We are in receipt of the rejection
complaint filed by *** **** and regret to hear of her continued dissatisfaction.
HomeServe USA places our customers at the heart of everything we do and
considers customer satisfaction of utmost importance. We take customer
complaints seriously and are working with *** **** to resolve the issue to her
satisfaction.

In response to this complaint,
a member of HomeServe’s Office of the President team (“OTP”) contacted *** ****
on November 8, 2023, via email, her preferred communication method. In October
2018, *** ****’s Heating and Cooling Repair plan transitioned to HomeServe. It's
important to note that her plan does not include coverage for the replacement
cost of a new heating or cooling system. Per the Ter** and Conditions of the
Cooling System plan, “What is a Covered Repair? Repair or replacement of the
following for which You have sole responsibility, that is damaged due to normal
wear and tear: The broken or
failed capacitors, circuit
boards, circuitry, equipment fuses, condenser fan motors, fan,
fan pulleys, fan bearings, fan shafts, fan belts, relays, standard thermostats
with sub-base, transformers, wiring, diagnostics, transportation, that are part
of Your Home’s electric central System.” However, HomeServe has extended a one-time
offer to refund the premiu** paid between October 27, 2022, and October 26,
2023. Regrettably, *** **** has not accepted our offer and HomeServe’s decision
has not changed. Should *** **** accept this offer, she can always reach out to
HomeServe directly within the next 30 days.

Additionally, *** **** mentioned
a sewer line problem, but HomeServe has not received a request for service. I
recommend *** **** contact HomeServe to discuss her policies and to file a
claim.

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:09/18/2023
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.
If a pipe had a leak I would like to see proof I was never shown and why it took two hole in my wall to find the leak if they knew were the leak was why no pic and if the guy the company sent out look in the shower and said the leak was caused it was not a pipe leak it’s a roof leak if it’s a pipe inside the wall show me I paid $600 show me proof no pics of leak no nothing but a receipt
Customer Answer
Date: 09/18/2023
I’m very concerned about my wall having 2 holes and I wasn’t able see anything no one showed me a picture of the leak are even said if it was a leak what was done I was told that it was going to be poop all in my walls and that’s why there was water in the shower hole he took the top off the shower and said the sitting water in the shower was from the line being back up They didn’t show me anything from a camera are a water detector they broke my walls said they fixed it ask me to sign a paper left me no kind of paper say they sent one to the insurance company saying something I had no idea it rained right after and the ceiling leaking faster so the leak wasn’t in the wall it was the roof afterwards the John person who was talking to me to get me in a hurry to give him $600 Dollors didn’t want to speak to me I ask the insurance company to prove the company they called really sealed a leak on the pipe I was ignored and they were very confrontational like bullying I don’t know what’s going on but I told them another company just messed me around I was honest with insurance and ANJ and they hurt me the most they tore my walls out with out inspection no Water detector are pictures it was not a pipe leak the leak was definitely from the roof and they used me thank you
Business Response
Date: 10/06/2023
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 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 Ms. ********* on October 5,
2023, and confirmed the repairs were completed on October 4, 2023, at no cost
to her. Ms. ********* confirmed her
satisfaction and advised the matter is resolved.

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: 10/12/2023
To whom this may concern my home is sitting in the same spot as it was when they tore out my wall it’s not fair I’m still fighting for justice I told homeserve it wasn’t a good idea I felt I was being bullied from start and I do believe in second chances but with this company it’s very hard to get a understanding i was nice after the guy came to seal what was done John called told me that he was sending a painter out but the paint I did now they acting as if that’s why they didn’t paint it bad people
Initial Complaint
Date:09/18/2023
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.
RE: Plan #********* I bought the Plan almost a year ago for premium water heater coverage which would cover the water heater repair/installation up to $2,000, and never used it until this month when I noticed some leak. The repair company sent the technician who determined the water heater needed replacement. When they contacted HomeServe for authorization, HomeServe asked me to pay $679 because the cost was over the amount of coverage of $2000. I asked them to provide me the invoice showing the exact price, so I would know if the water heater cost was indeed above $2000. Although, they promised to send the invoice, but HomeServe never sent any document showing the price. They kept saying the plumbing company would send one. The plumbing company told me they could only provide me the invoice showing the amount I paid and, for the total price, HomeServe should send the invoice.. After my repeated attempts, I was able to get some information over the phone on 9/15 when I spoke with someone at HomeServe who identified herself as Darlene. Darlene said the total price was $1629 and HomeServe paid paid $950 because that was remaining of my coverage after receiving prior service(s). I told her that I never received any prior service for the water heater and that it was my first service request under the water heater coverage. When I asked her to let me talk to the supervisor, she said I should receive a call from a manager or supervisor within one to two hours. I never received any call. During this entire episode, the customer service I received was of poor quality, which I was not expecting from a company like HomeServe. HomeServe sold me a premium water heater coverage plan to cover up to $2000 and, when I needed the service, only paid $950 -- less than one-half of the coverage. I sincerely hope that it was not an act of deception on their part and that they would reimburse me the $679 they mad me pay to get the water heater installed.
Business Response
Date: 09/27/2023
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 is resolved.

In response
to this complaint, a member of HomeServe’s Office of the President team (“OTP”)
contacted Mr. ***** on September 26, 2023, and completed a detailed
investigation. After speaking with our trusted network contractor, HomeServe
verified the validity of the repair costs, and an itemized list of these repair
expenses was subsequently sent to Mr. ***** via email. As a one-time courtesy,
HomeServe has offered a monetary goodwill as a resolution to this matter. Mr.
***** 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 Mr. ***** to reach out to us with any further concerns.
Business Response
Date: 09/27/2023
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 is resolved.

In response
to this complaint, a member of HomeServe’s Office of the President team (“OTP”)
contacted Mr. ***** on September 26, 2023, and completed a detailed
investigation. After speaking with our trusted network contractor, HomeServe
verified the validity of the repair costs, and an itemized list of these repair
expenses was subsequently sent to Mr. ***** via email. As a one-time courtesy,
HomeServe has offered a monetary goodwill as a resolution to this matter. Mr.
***** 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 Mr. ***** to reach out to us with any further concerns.
Business Response
Date: 09/27/2023
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 is resolved.

In response
to this complaint, a member of HomeServe’s Office of the President team (“OTP”)
contacted Mr. ***** on September 26, 2023, and completed a detailed
investigation. After speaking with our trusted network contractor, HomeServe
verified the validity of the repair costs, and an itemized list of these repair
expenses was subsequently sent to Mr. ***** via email. As a one-time courtesy,
HomeServe has offered a monetary goodwill as a resolution to this matter. Mr.
***** 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 Mr. ***** to reach out to us with any further concerns.
Customer Answer
Date: 09/28/2023
I did receive call from HomeServe's OTP team and was advised of a monetary offer, which I indicated I would accept after receiving an e-mail conformation of the amount and the itemized statement. I have not yet received any e-mail of the itemized statement and confirmation of the offer. As soon as I receive that, I will advise BBB.
Customer Answer
Date: 09/28/2023
I did receive call from HomeServe's OTP team and was advised of a monetary offer, which I indicated I would accept after receiving an e-mail conformation of the amount and the itemized statement. I have not yet received any e-mail of the itemized statement and confirmation of the offer. As soon as I receive that, I will advise BBB.
Customer Answer
Date: 09/28/2023
I did receive call from HomeServe's OTP team and was advised of a monetary offer, which I indicated I would accept after receiving an e-mail conformation of the amount and the itemized statement. I have not yet received any e-mail of the itemized statement and confirmation of the offer. As soon as I receive that, I will advise BBB.
Customer Answer
Date: 09/28/2023
I spoke with Cara F***** today, and I have received the email with the itemized cost. Ms. F***** confirmed that HomeServe would reimburse me $350, which I accepted. Therefore, BBB may close the case.
Customer Answer
Date: 09/28/2023
I spoke with Cara F***** today, and I have received the email with the itemized cost. Ms. F***** confirmed that HomeServe would reimburse me $350, which I accepted. Therefore, BBB may close the case.
Customer Answer
Date: 09/28/2023
I spoke with Cara F***** today, and I have received the email with the itemized cost. Ms. F***** confirmed that HomeServe would reimburse me $350, which I accepted. Therefore, BBB may close the case.
Initial Complaint
Date:09/14/2023
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.
Claim #************** - contacted Homeserve about a sewer line problem. Homeserve sent a technician out on three occasions. Technician (********* ********) used a camera to examine my line (through my toilet since they were unable to locate my cleanout) and technician reported to Homeserve that my line had two breaks, at 7'6 and 15' from the toilet "under my foundation". Claim was verbally denied based upon information that breaks were "under my foundation". I hired **** ******** to repair my broken sewer line. The sewer line breaks at 7'6 and 15' were found to be in my yard, not "under my foundation", and **** ******** was able to locate a cleanout to run their camera properly. Repairs were made by me at a cost of $2700 to **** ********. Sewer lines are now functioning normally. No breaks were found under my home (only 24" of sewer line goes from my toilet to the exterior wall of my home). Since both breaks were past the exterior line of my home, and not "under my foundation," the job should have been covered by Homeserve per my policy for coverage. Both Homeserve and their technician, ********* ********, refuse to give me a denial letter or anything in writing stating that their technician found breaks "under my foundation" and are only giving me a verbal denial after multiple phone and email requests to the companies. Homeserve stated they do not have an appeals process. Homeserve agents refuse to allow me to speak to a supervisor or accept my documentation paperwork and photographs that the breaks were in my YARD and not "under my foundation." I am seeking full reimbursement of the $2700 I spent to repair my line that should have been covered under my Homeserve policy OR refund of all of my premiums paid from the beginning of my sewer line coverage with Homeserve.
Customer Answer
Date: 09/29/2023
The attached invoice (service ticket and invoice from **** ********) for the repairs indicate that the breaks were beyond the external foundation wall and should have been covered under the Exterior Sewer/Septic Line Plus Restoration Terms and Conditions, see second column of attached agreement between myself and Homeserve. Also see attached "***** **** ******" from Homeserve's contractor, ******* ********, which indicate correctly that the break was 15' from the bathroom (clearly placing the break in the yard, not under the home). Repairs should have been covered.
Business Response
Date: 10/03/2023
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 October 3, 2023. The OTP representative confirmed the approval of
Ms. *****’s reimbursement request for the incurred out-of-pocket expenses. Ms.
***** was satisfied with 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.
Initial Complaint
Date:09/11/2023
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.
**** ** refers/advertises/affiliates itself with a company called ‘ Homeserve’ which lead me to believe they were reliable so I ordered a service contract for one year with ‘Homeserve’ specifically for my ****** tankless heater for $149.52 having discussed it first over the phone with them to make sure my particular ****** unit was covered, which they assured me it was.
I called for repair service today due to no hot water and as soon as the service man arrived he told me they don’t cover my ****** unit. I replied I have a contract saying they do. He repeated they don’t. So now I have a service man here and no hot water and I’m told I have no contract when I have the contract right in front of me. Tony the service man repeats that they do not contract my ****** unit and that his supervisor will refund my $149.52.
The real issue here besides the money I want back is the fraudulent manner in which this company does business. They lied to me saying they DO service my unit and gave me a contract under those terms verbally over the phone or else I would not have taken the contract in the first place. Then once they arrive to service the unit they say they do not contract the unit and there they have you…bait and switch, which i believe is an illegal practice. I ended up paying $270.48 to Homeserve when I had been thought to only pay a service fee under a contract because no parts were needed. I want not only the money I put out for the contract but the $270.48 I was overcharged for the service which only required a 10 minute job of cleaning a filter out thst was easily accessible at the bottom of the unit. I believe this practice of Homeserve is a fraudulent means of getting business and is deceptive and illegal.
Business Response
Date: 10/02/2023
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:09/11/2023
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 purchased several home warranty contracts through information in my electric bill, from *** ********. I purchased nine plans in all, one being - Plan # ********* Cooling System. Well, it seems it is like buying a "vehicle warranty" and not having the motor or transmission covered. I was told that the plan covered up to $1750 per term (year) by the person who called to sell the plan. My A/C went out on 09/09/23 so I called a claim. I was told someone would call me within two hours to come repair it. I waited and this did not happen, so I called back and was told HomeServe USA did not have anyone in my area. If I knew a company to have their company call back, they would approve them. I did this and was told they would put in a request and it might not be till later that day. The person on the phone gave me a "contractor's phone number" for the repair company to call. The phone number ###-###-#### was disconnected. So, I called the original number back, and Chris – Badge # ****** told me that he would put in the request. So, I called back and, got Charlene on the phone called my repair guy, and spoke with him. She then told me the compressor was not covered. That totally blindsided me. My question is what on earth could cost $1750 to repair and not be a compressor or fan motor? This policy is a complete rip-off. I want them to fix the compressor as the salesman told me would be covered the day, he called to get me to add the Cooling System coverage. Otherwise, I want ALL my premiums back on all the policies since they seem to be not worth the paper written on. Also, I have requested them to mail me copies of the policies on numerous occasions to get nothing in the mail. If I had seen that the major parts of the A/C were not covered I would have canceled the sham then. I have to assume that is why they don't send copies of the policies to you. You will be able to see that the policies don't cover the major items. Why buy a policy that covers nothing major?
Business Response
Date: 09/25/2023
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.

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 and emailed Mr. ********* on
September 12, 2023. The OTP representative was not able to establish contact
with Mr. *********.
We welcome Mr. ********* to contact us to discuss his coverage.

We
appreciate you bringing this matter to our attention and giving us the
opportunity to respond.
Initial Complaint
Date:09/11/2023
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.
I ****** *******, called to cancel this service right after seeing a debit for $35.88 from my bank account on 7/28/2023. I have not seen any further debits from this company but I have not received a credit back to my account as I expressed in a phone call to them. I have problems hearing on the phone & 86 years old. I feel as though the company is taking advantage of elderly folks to gain a commission on a sale. I do not wish to have any services the company has to offer and want a full refund of $35.88 back to my account.
Business Response
Date: 09/22/2023
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 contacted Mr. *******, via
email, on September 12, 2023, to offer a full refund of the premium, as a courtesy
and resolution to this matter. 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.
Initial Complaint
Date:09/08/2023
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 asked for a refund in January and my card was continued to be charged. I asked for a refund and the denied my request. Scrupulous business practice
Business Response
Date: 09/19/2023
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 September 8, 2023, and completed a detailed investigation of the issue. Although,
an OTP agent could not locate a request for cancellation prior to August; Mr. ********
was offered a partial refund for the canceled policy. 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: 09/19/2023

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:09/08/2023
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 sewer line insurance with HomeServe. The past couple of times it has rained, the sewer line has backed up and flooded our basement. I called HomeServe to have them send someone out. They told me that someone would be out to check our sewer line in 2 days. It took over a week for the company they assigned to come out. When that plumbing company came out, they were not equipes to camera the sewer line and they left saying that HomeServe would send someone else out. I called HomeServe and HomeServe has now said they will not send someone out because I do not have a flooded basement now. Furthermore, they have given me instruction to pay someone to camera the sewer and prove to them that they should send someone out. They state “we cannot send someone out unless you basement is flooded.” I have told them that the basement floods and then drains and that if they can only send someone out when the basement is flooded then that will not happen because by the time someone gets here, the basement has drained as it so happened.
Business Response
Date: 09/21/2023
We are in receipt of the complaint filed by Mr. ******** ******,
on behalf of ******** ****** and regret to hear 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 the 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 September 11, 2023. The customer requested a second
opinion to scope his sewer line. Mr. ****** reported that his floor drain would
back up after heavy rains. HomeServe approved the second opinion request and
sent a trusted network contractor to the home. The network contractor could not
find any issues with the line. However, Mr. ****** was encouraged to contact
his local sewer authority to check his storm drains. Mr. ****** accepted the outcome and requested cancellation
of his plans.

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:09/08/2023
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.
I called HomeServeUSA as a new homeowner in *** ****** on July 25, 2023. I was told they would "mail the plans" to me. Unfortunately, after many calls to HomeServe USA as of today, September 7, 2023, I have not received the plans in the mail. When I spoke with one of their representatives tonight I logged on to the system only to recognize my home address was incorrect thus, probably the reason I never received the plans. I saw this error tonight and called immediately to inform the company. The young lady made the change in the system, but I told her I wanted reimbursement for the 2 months that I didn't have service. If I don't have written plans then I don't know what services are provided. I work with contracts daily and once there is an agreement, I share the contract with the company where I conduct business. Several times during these months I asked for the documents to be emailed or mailed to me which never happened. During my conversation on August 28th, I was told a manager would call me, but no one called. Today is Sept 7th and I called to inquire about my documents!!! This is below poor service and contractual agreements. I told them to CANCEL my agreement because if these past 2 months are any indication of their services, I'm not interested.
Business Response
Date: 09/21/2023
We are in
receipt of the complaint filed by Ms. ****** ****** and regret
to learn of her dissatisfaction. HomeServe USA
places our customers at the heart of everything we do and considers customer
satisfaction of utmost importance. We take customer complaints seriously.

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 Ms. ****** on September 8,
2023, to discuss her concerns. At this time, Ms. ******’s policies have been
cancelled, per her request, and no payments were received. We tried reaching out to Ms. ****** but were
unable to connect after multiple attempts.

We
appreciate you bringing this matter to our attention and giving us the
opportunity to respond. We welcome Ms. ****** to reach out to us with any
further concerns.

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