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 Service USA Repair Management Corp.

  PO Box 2172, Binghamton, NY 13902

• 

  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:08/14/2023

  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.

  November of two thousand twenty two, homeserve sent out a company to repair a main Water line. In doing so, they tore up my lawn, left a mound of dirt and trash and broke the concrete Creek curbing around my Maple tree.. I have contacted home serve 4 times in regards to this problem. They keep telling me they'll be back with me in two day. I have yet to hear anything from the Company and I would like the concrete repaired. I pay my monthly premiums and I feel i'm being totally ignored.

  

  Business Response

  Date: 08/24/2023

  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.
  
  In response to this complaint a
  member of HomeServe’s Office of the President team “OTP” contacted Ms. *******
  on August 14, 2023, and conducted a detailed investigation of the issue. HomeServe
  has offered the customer reimbursement, up to her benefit limit, for the restoration
  of her decorative curb and Ms. ******* has accepted the 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:08/10/2023

  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 an exterior plumbing contract with HomeServe and they contract with *** *******. *** ******* tore up my driveway and some of my front lawn in January of 2021 to replace a trap after an extremely heavy rain in July 2020 flooded my basement. *** ******* is responsible for restoring my driveway and lawn to its previous condition. It is now July 2023 and they have not returned to restore my property. I’ve called ** ******* and HomeServe repeatedly and have not had any success getting the job done.

  

  Business Response

  Date: 08/22/2023

  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 August 10, 2023. The OTP agent arranged
  for one of our trusted network contractors to return to her property to complete
  the concrete restoration. The repairs will be completed by August 31, 2023. Ms.
  ***** is pleased 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.

  

  Business Response

  Date: 08/22/2023

  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 August 10, 2023. The OTP agent arranged
  for one of our trusted network contractors to return to her property to complete
  the concrete restoration. The repairs will be completed by August 31, 2023. Ms.
  ***** is pleased 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.

  Customer Answer

  Date: 08/22/2023

  I wish to leave the complaint open until the work is completed. It’s scheduled for 8/31/23. I will close the complaint after the work is done. 

  Customer Answer

  Date: 08/22/2023

  I wish to leave the complaint open until the work is completed. It’s scheduled for 8/31/23. I will close the complaint after the work is done. 

• Initial Complaint

  Date:08/10/2023

  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.

  HomeServe sent out a contractor on Monday , July 10, 2023 for sewage backup. Plumber ( *** ******) came out and snaked ( electric) wrong toilet , furthest from the clog., even after explaining there was new plumbing under that part of the house and clog was out in yard. He stopped snaking when he “hit something and couldn’t go any further”. Finally on Thursday, now 6 days with no plumbing, company comes back out and discovers a disconnected pipe under house along with sewage that had been backed up in the pipe. On top of that, they removed foundation vents along front of house? , broke the clips and did not put them back in. Also left mud smeared on my siding . After waiting 4 hours on a Friday for a supervisor to come out to discuss sewage under house,, he no showed , no called. Following Friday supervisor makes it out to ask me if I’ve submitted this to my insurance?? Told he would talk to owners and get back to me. After multiple attempts thru text and email I got nowhere..Then I called HomeServe for their help. After giving them details on August 4th, I finally got a call back on Wednesday the 9th, telling me THEY can’t help me, not their responsibility? I reminded them that THEY sent this company to my house and all they could tell me was to call the contractor Really? Like I haven’t tried to do this on my own for the past month? Not to mention we”ve been down a bathroom for a month., and sewage under the bathroom. Please pick better, more competent contractors. To say this has been a nightmare is an understatement .

  

  Business Response

  Date: 08/23/2023

  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 welcome the opportunity to investigate any complaints raised.
  
  In response to this complaint,
  a member of HomeServe’s Office of the President (“OTP”) conducted a detailed
  investigation of the issue and helped facilitate a dialogue between Ms. ******
  and a HomeServe network provider she had hired to complete interior plumbing
  work outside of her coverage with HomeServe.
  
  OTP called Ms. ****** on August
  16, 2023, and informed her that the service provider had confirmed that there
  were no issues with the exterior sewer line, and that remediating the sewage
  spill in her crawl space would be her responsibility. We regret that Ms. ******
  remains dissatisfied and encourage her to continue working with the service
  provider to resolve the issue.
  
  We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond.

  Customer Answer

  Date: 08/24/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the contractor HomeServe  sent to my house ( I had no say) were NOT BBB  accredited and none of their vehicles had company name. During snaking ( wrong toilet) for the clog, out in yard, a pipe was dislodged  that spilled sewage under the house. No one is taking responsibility and even though HomeServe thought they only used accredited contractors, clearly they do not as I found out first hand. I feel HomeServe should  stand behind who they send out to peoples houses as this was the most unprofessional group of people who do not return calls, messages or emails and totally refused to take any responsibility. 

  
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 09/06/2023

  We are in receipt of the rejection
  response submitted by Ms. ***** ****** and regret to
  learn of her continued dissatisfaction.  We understand that after requesting a service
  call under her Exterior Sewer Line repair coverage, Ms. ****** hired a
  HomeServe network provider to complete non-covered plumbing repairs at her home,
  and that she expects the service provider to cover the expense of remediating a
  sewage spill that occurred while they were snaking an interior drain line.
  
  In response to this complaint, a member of HomeServe’s
  Office of the President (“OTP”) conducted a detailed investigation and worked
  to facilitate a dialogue between Ms. ****** and a HomeServe network
  provider.  On August 16, 2023, we
  informed Ms. ****** that the service provider had confirmed that there were no
  issues with the exterior sewer line, and that remediating the sewage spill in
  her crawl space is her responsibility.
  
  Additionally, the “What’s Not
  Covered – General Exclusions” section of Ms. ******’ Sewer Line Repair service
  agreement include, “Excluded Damages,” which are defined in the “Our Liability”
  section of the terms and conditions and include, “any amount of any form of
  indirect, special, punitive, incidental, or consequential losses or damages,”
  including, but not limited to those “caused by any fault, failure, delay, or
  defect in providing repairs” performed by HomeServe or on behalf of HomeServe
  “regardless of whether such damages were foreseeable”. Given these limitations
  of liability, HomeServe is not responsible for any incidental or consequential damage
  related to Ms. ******’ plumbing repairs.
  
  Although we understand that
  this is not the outcome Ms. ****** was hoping for, we have exhausted our
  options for facilitating a resolution between her and our network provider. We
  continue to encourage Ms. ****** to work directly with the service provider to
  resolve her dispute.
  
  Thank
  you for bringing this matter to our attention and giving us the opportunity to
  respond.

  Customer Answer

  Date: 09/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because again, I did NOT hire this contractor. They were sent out to my house by Homeserve. When I first contacted Homeserve,I asked if I could use my own plumber and was told no, that they (Homeserve ) would send someone out.
  After attempting to snake the clog ( from wrong toilet) and not resolving the issue, I waited 3 more days to then be contacted by the contractor, not Homeserve, that the next step according to HomeServe, would be to have a clean out trap installed out in my yard so that they could snake thu that. At this point, I had been without use of running water, showers, flushing toilets, doing laundry, washing dishes for 6 days  I called HomeServe at least twice at this point to see if I could get another contractor sent out ,but was told each time I called ,that I could not .
  When the contractor finally came out on Thursday to install the clean out, which again, if the right toilet had been snaked, I would not have needed the clean out  installed.  it was then that they discovered sewage under the house and a pipe that was disconnected. Remember, plumber was under house 3 days earlier and nothing seen. The contractor did fix the pipe, but refused to take responsibility for sewage cleanup. 

  Contractor, sent out by Homeserve refuses to take any responsibility and I’m told by Homeserve that it’s my issue and I have to pay for the cleanup. A real contractor would have taken responsibility and filed this with their insurance company.
  My biggest issue ,beside the sewage under the house ,is that when looking into Homeserve , I verified that they,Homeserve ,were BBB accredited and had a good rating. I expected Homeserve to require the same from the contractors that THEY have a contract with and send to customers homes. Clearly, they have NO standards for who they send to their customers homes. My foundation vents were pulled out, clips broken and vents not put back, left laying in flower beds , and mud/sewage l smeared on my siding, ironically, right over a water spigot..But stil not cleaned. When I called Homeserve about this that night after arriving home from work to find this mess, I was told it’s not the contractors job to clean up? First I’ve ever heard of this. 
  Also,, per Homeserve, I was  told my exterior pipe where the clog was found ,was fine and didn’t need any repair, yet one of the plumbers who was part of the clean out trap installation told me he would have someone out to put a camera into the line to check for damage ,which of course never happened ,as all communication ceased with this contractor, so clearly we don’t know that the exterior line is fine,  Not sure who to believe. 

  
  Again, if you are going to send out one of YOUR  contractors, to a customers home, please have higher standards and make sure they are accredited, and insured. If you don’t, this is what your customers get to experience, a damaged home and sewage left behind and no one taking responsibility . 
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 09/21/2023

  We are in receipt of the second
  rejection response submitted by Ms. ***** ****** and regret
  to learn of her continued dissatisfaction.
  
  Although Ms. ****** remains
  dissatisfied with her overall experience with our network provider, our previously stated decision
  aligns with the terms and conditions of her Sewer Line Repair service agreement
  and our position has not changed. We will not be taking further action or providing
  additional responses related to this complaint.
  

  Thank
  you for bringing this matter to our attention and giving us the opportunity to
  respond.

• Initial Complaint

  Date:08/08/2023

  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 reached out to Homeserve on Tuesday 7/25/23. Regarding my electrical panel not working, They scheduled **** **** *********** for the electrical box on Wednesday 7/26/23 he said he would come to the house between 4:45pm showed 10:45am. HE changed our box out, put some new breakers in and some old( which your not supposed to do), left a huge mess for me to clean up, broke our window while repairing the wiring. Come to find out he rewired all the wiring incorrectly he put breakers that were to much voltage for the wire. The mistakes that where made with the wiring cased a fire in our home, caused half of our house to be shut off because the wiring was dangerous, we had to call 24/7 care had a new electrician come out to our house at 1:00 in the morning to tell us are breakers had to be completed fixed and had to add new wiring and new grounds to the outside because the first guy damaged them so bad. the new company reached out to Homeserve again for new pricing to fix the panel to find out that both fans that are where the fire happened are completely blow and that new wiring had to be run and new fans would need to be bought. Myself and the new electrician had summited pictures and evidence that would hold the old contractor liable. Homeserve has been contacted tons of times to get this rolling because they do not want to cover the holes in my walls that will come with running the new electrical to the fans, the Fans and the window. They have escalated this to the "regional management" the "office of the president" who does not seem to care what so ever. they contacted the More the Maintenance who will not take accountability. i asked for the work order and notes and all of the sudden all the information on my work order and pictures have been deleted, They do not want to take accountability for the EXTRA costs that comes with re running the wire because its not in my contract. This has been a nightmare. HS should take responsibly for the people they contract out.

  

  Business Response

  Date: 08/21/2023

  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 and are working with Ms.
  ****** to resolve the issue to her satisfaction.
  
  In response to this complaint, a member of HomeServe’s
  Office of the President (“OTP”) conducted a detailed investigation of the issue.
  We have referred the repair case to our insurer and notified Ms. ****** via
  email on August 18, 2023. Our ongoing communication with Ms. ******, the
  network contractor, and our insurer is aimed at resolving the complaint swiftly
  and completing the repair as soon as possible.
  
  We appreciate
  you bringing this matter to our attention and giving us the opportunity to
  respond.  

• Initial Complaint

  Date:08/04/2023

  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.

  ******* ** *** ***** * **
  
  Consumer has a service contract for water and sewer line, premium in home plumbing and electric, all kitchen appliances, gas line, washer and dryer. Consumer assumed her furnace coverage was transferred from ********. Each company states the other company cancelled her coverage. Consumer paid Home Serve for all this coverage every month. Pays approximately $75 monthly from her checking account. Payments are paid per contract. Consumers furnace is leaking oil. Contacted Home Serve. Consumer told her contract was cancelled by ********. ******** did not cancel the contract. Company cancelled her furnace contract without informing the consumer. All other contracts transferred from ********.

  

  Business Response

  Date: 08/16/2023

  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 conducted
  a detailed investigation of the issue and as a result, called Ms. ***** on August
  7, 2023. The OTP member acknowledged the complaint's receipt. Ms. *****
  conveyed that the problem had been resolved and expressed no desire to engage
  in further discussion on the matter.
  
  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:08/04/2023

  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 WOULD LIKE TO GET REIMBURSED FOR THE COST I PAID TO FIX THESE PIPES NOT KNOWING IF IT WAS COVERED NEEDED IT DONE ASAP, CALLED HS TO ASK FOR REIMBURSED GOT A WEBSITE BUT WAS NO GOOD , EMAIL THEM BUT NO REPLY FROM HS

  

  Business Response

  Date: 08/16/2023

  We are in receipt of the
  complaint filed by Mr. **** and regret to learn of his
  dissatisfaction. HomeServe USA places our customers
  at the heart of everything we do and considers customer satisfaction of utmost
  importance. We take customer complaints seriously.
  
  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, attempts
  were made to reach out to Mr. **** through phone calls and emails on August 7th,
  9th, and 11th, 2023. Regrettably, we have been unable to establish
  communication with Mr. **** to obtain clarification on the repair carried out
  by the third-party contractor. We encourage Mr. **** to get in touch with us to
  address the reimbursement inquiry.
  We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond.  

  Customer Answer

  Date: 08/19/2023

  I HAVE RECEIVED NO CALLS FROM THE COMPANY NO EMAIL OR  TEXT ,  I PAY THE GAS COMPANY MONEY EACH BILLING PERIOD,  THIS THIRD PARTY COMPANY HAS NOT ANSWERED MY EMAIL AND WHEN I TALKED TO THEIR EMPLOYEES ON THE PHONE WAS GIVEN A  NUMBER TO CALL AND WEBSITE BUT NOT ABLE TO SEND THEM MY PICTURES OR SOMEONE WHO WILL TAKE CARE OF MY SITUATION 

  Customer Answer

  Date: 08/19/2023

  THESE PICTURES SHOW WORK NEED AND COMPLETION BY *** **** ********  ******* * WHEN I TALKED TO HOME SERV THIS WAS ALL THEY WANTED FOR ME TO GET REIMBURSED BUT WAS UNABLE TO SEND PICTURES BUT I TRIED THEY JUST MAKE IT HEARD TO DO , 

  Customer Answer

  Date: 08/21/2023

  THIS IS WHEN I TRIED TO GET SOMEONE TO RESPOND TO MY REQUEST 

  

  Business Response

  Date: 08/31/2023

  We are in receipt of the
  complaint rejection 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 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 August
  31, 2023. The OTP representative communicated that the request for
  reimbursement had been approved, up to the maximum benefit threshold for the
  incurred expenses. Mr. **** agreed to the proposed solution and was informed
  that the check payment would be processed and to allow up to 30 days for
  receipt.
  
  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: 09/01/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:08/03/2023

  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.

  On August 3rd 2023, I noticed an automatic bank withdrawal of $83.04, twice ($166.08) from Homeserve. I kept getting letters to sign up for electrical insurance and then notified that Homeserve will be taking over insurance from ***** ****** ****. I went to the Homeserve website today and created an account. I logged in and found that they had charged me last year and this year for 83.04 for inside and for outside electrical insurance. I did not sign up for this. I received letters from ***** ****** **** to sign up for insurance through Homeserve. I called Homeserve today and was transferred two times and the last woman said she was going to transfer me to a supervisor when I explained what I needed them to do. I explained that I needed a charge back done and I would pay via credit card. They kept asking me if I wanted to cancel. I explained that I wanted to move it to a credit card and not my bank account. (I thought it over before I called and was okay with having the insurance just not the way they wanted to pay for it). However, I was on hold for close to 45 minutes and then the phone hung up and asked for me to rate my customer service on their survey.

  

  Business Response

  Date: 08/11/2023

  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 August 3, 2023, and completed a detailed investigation of the issue. Mr.
  ****** requested a refund to his bank account and to have the HomeServe policy
  charges billed to his credit card. This request has been fulfilled, and Mr.
  ****** has confirmed his acceptance of the resolution.
  
  
  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:08/03/2023

  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.

  Sept.28,2022 Home Serve enlisted the help of *** *******, **** ******* **. ###-###-#### to excavate my property due to a sewer problem.The repair for the break in the sewer was completed but the restorative care, which, I am covered for was NOT done. I was told they had to wait 6-8 weeks for the ground to settle and that took us into the end of Nov. In the spring I noticed the start of a sink hole where the digging had taken place. I began calling Home Serve and *** ******* to have this corrected, only to be faced with excuses and no return calls. A tech from *** ******* did arrive on July 18. He scoped through the drain pipe, took pictures, and said everything seemed good. He stated that if I had not heard from him before the following Monday, I was to call the company and make arrangements for a truck to fill the hole and finish the restorative work. I have called both Home Serve and *** ******* repeatedly, with no results. i also, requested paper work, from both places, regarding the work and have not received anything. I would like the work to be done correctly and finished entirely. The sink hole started at 8 inches long. It is now, 11 inches long, 6 inches wide, and 28 inches deep

  

  Business Response

  Date: 08/14/2023

  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.
  
  In response
  to this complaint, a member of HomeServe’s Office of the President team (“OTP”)
  contacted Mrs. ****** on August 3, 2023, and completed a detailed
  investigation. The OTP agent arranged for one of our trusted network
  contractors to return to her property to complete additional work. The service
  provider will be completing
  the yard restoration on August 14, 2023. The OTP agent is awaiting confirmation
  from the customer to verify her satisfaction. Currently, the resolution is in
  progress.
  
  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:07/31/2023

  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 spent an inordinate amount of time and energy trying to come to a reasonable solution for a continuing sewer problem with HomeServe. We have done our best to resolve our concerns and complaints through Customer Service, Repairs Department, and Office of the President of HomeServe. With still no resolution, we have sought additional professional consultation to evaluate the continued sewage issues that we are facing in our home. Since HomeServe’s partial replacement of our sewer line (03/23), we have encountered recurrent sewage backup, which has led to re-contamination of nearly half our basement (fecal matter in 4 rooms) after our homeowner insurance company had already contracted out for and completed the clean-up from the earlier contamination. HomeServe has denied coverage of replacement of the remaining ********** pipe even though the condition of the remaining ********** pipe is poor. After numerous attempts to request that the remainder of the pipe be replaced and refusal by HomeServe, we hired our own service provider to camera the line (07/23). We sent the recorded video footage to HomeServe Office of the President with the service provider's description of the remaining ********** pipe: 'in need of replacement due to piping collapsing and coming apart due to outliving its life...' Again, HomeServe refused to cover the needed work. In consultation with the county's Land Development Services and town Public Works, we discovered that a partial replacement of the sewer line is not sufficient and doesn't meet county standards if the remaining sewer line is in poor condition, as a proper joining of the new PVC pipe to the old ********** pipe cannot be formed, resulting in further back up/ blockage. We are requesting that HomeServe replace the remaining ********** pipe in compliance with county standards including proper permitting and final inspection. And we request that all of our out of pocket expenses be reimbursed.

  

  Business Response

  Date: 08/11/2023

  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
  working with Mrs. ******* to resolve the issue to her satisfaction.
  
  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 Mrs. ******* on August 1,
  2023. The OTP member advised that they had reviewed the information provided
  and requested an estimate from the network contractor to replace the remaining
  ********** Line.
  
  As of August 8, 2023, HomeServe
  had received and approved ****** *** ****' estimate to replace the remaining
  ********** line. The OTP member reached out to ****** *** **** to coordinate
  the repair and it is scheduled for August 16, 2023, subject to utility markups
  and excavation permits.
  
  Additionally, the OTP member
  authorized reimbursement for Ms. *******'s expenses incurred from the
  third-party contractor repairs and camera inspection. Ms. ******* accepted this
  resolution offer.
  
  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 Ms. ******* to reach
  out to us with any further concerns.

  Customer Answer

  Date: 08/20/2023

  I will be ready to mark this complaint resolved when the job is complete. Home Serve has scheduled the service provider to come on Tuesday, Aug 22 to replace the sewer line. I will then be able to mark this resolved at that time.

• Initial Complaint

  Date:07/28/2023

  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.

  Homeserve has somehow gotten my bank information and charged my acct$143.88 for which i never heard of this company , nor signed up for there service. I just want my moneys put back into my acct, I will be contacting my bank to have an investigation done.

  

  Business Response

  Date: 08/09/2023

  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 we have resolved this issue.
  
  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 July 31,
  2023, and provided clarification regarding her enrollment in Exterior Water
  Service Line coverage. OTP explained that the automatic debit was for the
  annual renewal of the policy, and cancelled the policy at her request. Ms.
  ******* accepted this outcome.
  
  We
  trust this response satisfactorily resolves Ms. *******’s concern. 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.