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 Corp

  On File with BBB Nashville, TN 37219

• 

  Home Emergency Insurance Solutions

  Unpublished Fresno, CA 93722

• 

  HomeServe USA

  PO Box 1656 Marietta, GA 30061-1656

• 

  HomeServe USA Corp.

  PO Box 4067 Portsmouth, NH 03802-4067

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:07/25/2023

  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 several home protection policies with Home serve in multiple homes and when I tried to use them for our **** ** home they couldn't find me a service person and we ended up using a local guy we liked very much and Home serve reimbursed us for the job as he was a new service provider that we had not used before. I called them March 8 when I noticed water form our exterior water line and because I had to turn off the water to our home it was an emergency . I spoke to a agent named Linda H*** and she couldn't find anyone local and because we had used this guy already and home serve knew about him ( he was listed on our account from the past jpb) we agreed to have him come since he was available and I had no water. I spoke to Linda that day he arrived and never once did she tell me anything other than he could do the work and she would update the system with his name on the job. She even gave me the job number to give him > the day he came I called the home serve rep Linda Hall again and we talked about the job , I told her he was starting and that was that. He did an excellent job and I called her after he was done where she told me to have him call home serve directly and she gave me the job number and he should sent his invoice as this would be paid directly to him. She also said they would get from him if he wanted to be paid with direct deposit or CC. I called the contractor and gave him the info and he told me he called and was told to send the invoice and they gave him the info which he did. I never heard a word again and assumed because he was being paid directly thats what had happened and I was shocked when he called me asking where his payment was. I got on the phone right away and I emailed Linda Hall the woman I had been speaking with and she expressed that somebody at home serve had cancelled the job and she would look into it? now she is asking me for his invoices and suddenly she acts like " I don't know what happened" and " there is nothing I can do I just take the calls and you have to speak to repair specialists ....so I call them and suddenly its a total different conversation, they tell me they didn't know about this guy ( he was know and I told theLinda Hall and she looked up the past job and she saw his name on the last invoice which I said was correct ) so long story short now suddenly this job was not agreed to by home serve. And of course there is no way I would have had this guy do the job if they hadn't made me think it was all fine and dandy and after he did the job why did they ask me to have him send his invoice and how they would pay him? its just a scam and its pretty clear to me, I would like for home serve usa to honor my home protection plan for exterior water service and pay this man who came out to take care of my emergency. If they would had an issue with him I would not have had him do the job which is why I called them and asked about it..

  

  Business Response

  Date: 08/07/2023

  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: 08/07/2023

  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: 08/07/2023

  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.

  Customer Answer

  Date: 08/15/2023

  Hello, I jsut received notice this complaint was closed. I read the response from Home serve use and I do not want to close the class. I have a contract with them for outdoor water line service and I would like them to honor that. I have made numerous calls and I get passed around from person to person. Its a scam and I will be fighting this. My plumbing contractor has  not been paid and its a disgrace. I had an emergency, I had no water, I called them . I had used this company before and they had "ok'd" him , I called them and asked if he could come since they couldn't find a service to do the job in a quick manner and I was told I could use this company again. He came , he fixed the problem and now I am being dragged around ....not fair or right.

  A woman called me from Homer serve and I have called her back but she isn't calling me back. I want this resolved!

   

  Thank you, companies like this need to honor the contract. 

   

  Thank you so much for your help regarding this company

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

  Customer Answer

  Date: 08/15/2023

  Hello, I jsut received notice this complaint was closed. I read the response from Home serve use and I do not want to close the class. I have a contract with them for outdoor water line service and I would like them to honor that. I have made numerous calls and I get passed around from person to person. Its a scam and I will be fighting this. My plumbing contractor has  not been paid and its a disgrace. I had an emergency, I had no water, I called them . I had used this company before and they had "ok'd" him , I called them and asked if he could come since they couldn't find a service to do the job in a quick manner and I was told I could use this company again. He came , he fixed the problem and now I am being dragged around ....not fair or right.

  A woman called me from Homer serve and I have called her back but she isn't calling me back. I want this resolved!

   

  Thank you, companies like this need to honor the contract. 

   

  Thank you so much for your help regarding this company

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

  Customer Answer

  Date: 08/15/2023

  Hello, I jsut received notice this complaint was closed. I read the response from Home serve use and I do not want to close the class. I have a contract with them for outdoor water line service and I would like them to honor that. I have made numerous calls and I get passed around from person to person. Its a scam and I will be fighting this. My plumbing contractor has  not been paid and its a disgrace. I had an emergency, I had no water, I called them . I had used this company before and they had "ok'd" him , I called them and asked if he could come since they couldn't find a service to do the job in a quick manner and I was told I could use this company again. He came , he fixed the problem and now I am being dragged around ....not fair or right.

  A woman called me from Homer serve and I have called her back but she isn't calling me back. I want this resolved!

   

  Thank you, companies like this need to honor the contract. 

   

  Thank you so much for your help regarding this company

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

  

  Business Response

  Date: 08/28/2023

  We are in receipt of the rejection
  response filed by Ms. ******** ****** and regret to learn 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 Ms. ****** to resolve the
  issue.
  
  In response to this complaint,
  a member of HomeServe’s Office of the President is reviewing Ms. ******’s
  documentation and request. We will remain in contact with Ms. ****** until we
  bring this matter to a close.
  
  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: 08/28/2023

  We are in receipt of the rejection
  response filed by Ms. ******** ****** and regret to learn 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 Ms. ****** to resolve the
  issue.
  
  In response to this complaint,
  a member of HomeServe’s Office of the President is reviewing Ms. ******’s
  documentation and request. We will remain in contact with Ms. ****** until we
  bring this matter to a close.
  
  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: 08/28/2023

  We are in receipt of the rejection
  response filed by Ms. ******** ****** and regret to learn 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 Ms. ****** to resolve the
  issue.
  
  In response to this complaint,
  a member of HomeServe’s Office of the President is reviewing Ms. ******’s
  documentation and request. We will remain in contact with Ms. ****** until we
  bring this matter to a close.
  
  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:07/25/2023

  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.

  Fraudulent business Practices
  Buyer beware do not call them directly they overcharge and sign you up for a policy with zero written consent that you can't get out of!
  Ismael refused to give me his full name.
  They belittle you and call you a liar.
  They misrepresented the policy I was given and never gave me a policy sheet. I went 11 months believing I had coverage to find out I did not. The whole while they charged me month after month.
  Even there technicians have stated how horrible they are!!
  I DO NOT RECOMMEND ANYONE EVER DOING ANYTHING WITH THIS COMPANY!
  Complete gaslighters!

  

  Business Response

  Date: 08/01/2023

  We are in receipt of the
  complaint filed by Mr. ***** ***** and regret to learn
  of his dissatisfaction. HomeServe USA places our
  customers at the heart of everything we do and considers customer satisfaction
  of utmost importance. 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 conducted a detailed
  investigation of the issue and as a result, called Mr. ***** on July 31, 2023,
  and offered to refund him for the two monthly installments paid on the renewal
  of his Total Comfort Plus plan.  Mr.
  ***** declined our offer.
  
  Although
  Mr. ***** remains dissatisfied, we are confident that we have offered a fair
  and reasonable resolution to this complaint. 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:07/24/2023

  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.

  This is an issue with HomeServe's sewer line insurance. I had a problem with my sewer line backing up into my basement on June 16, 2023 (Friday afternoon). My plumber suspected a collapse of the sewer line. I requested a service call from HomeServe at 2:00 am Saturday morning. Service calls were available on Sunday so I scheduled it. No one called or showed up. I had to call HomeServe twice and they tried to get two different plumbers to come out but neither of them would even call me. I got my own plumber to come back out on Monday the 18th, and he did discover the sewer line had indeed collapsed (old terra cotta and orangeburg pipe which disintegrated). He recommended a replacement since it had already been repaired at least once and said it would happen again. I filed for a reimbursement form HomeServe up to the max of my policy ($5,000) though the work cost almost $20,000. The claim was denied because my policy only covered "repairs" and not replacement. I spoke with a manager at HomeServe who said they didn't cover replacements. And I reminded him no one from HomeServe every came out and no one even followed up with me after my issues. l told him I was only asking for the max under my policy and he again told me replacements weren't covered. I told him I thought that was really shady, misleading and dishonest and they were splitting hairs in order to not pay out.

  

  Business Response

  Date: 08/04/2023

  We are in
  receipt of the complaint filed by Ms. **** ****** and regret
  to learn of her dissatisfaction. HomeServe USA
  places our customers at the heart of everything we do and considers customer
  satisfaction of utmost importance. We take customer complaints seriously
  and are happy to report that the issue is resolved.
  
  In response to this complaint, a member of HomeServe’s Office
  of the President team (“OTP”) contacted Ms. ****** on July 25, 2023, and
  completed a detailed investigation of the issue. On August 3, 2023, a member of “OTP” called and
  left voicemail for Ms. ******. As we were unable to reach Ms.
  ******. We encourage her to contact HomeServe directly to accept the offered amount.
  
  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: 08/11/2023

  
  
  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:07/21/2023

  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.

  About 1 month ago I contacted Homeserve since I have their insurance. Their plumber olny tapped into the outside cleanout and pushed debris toward the house and only tested his work with one flush and promptly left. I called 3 times over last month to have them come and take care of the problem that was not fixed on their first visit and had gotten worse. Each time they sent a representative but they would make some excuse and leave without ever attempting to solve the problem.
  
  Here is the basic order of events that transpired. It certainly looks at this stage that they were trying to comit criminal fraud. If they happen to be unaware then they are extremely neglegent and I would warn staying away from such an oblivious pretend insurance company.
  
  I had a drain clog that occured about once a year for the last five years.
  After their 3rd visit 2 years ago the said they had located the problem but it would cost $3,000 to correct permenently - I opted to wait since the issue was fixed for now. They gave me instructions on what to do if the issue ever happened again.
  About a year later the issue reoccured and I followed their instructions wich had me report the issue to *** they came and dug up our yard 15 feet deep and reconstructed our sewer line adding a cleanout that was needed. they did this at no charge but explained that their current rules only let them take the sewer line down to 6" and they installed and adapter to 4" pipe but could go no further. Home serve said they would not pay the claim so the plumbers they sent said they would finish. the job for $1400 half of the original quote since they did not have to dig *** was still there and agreed to leave the hole open for the week leaving them plenty of time to complete the work. *** cace back and ****ed the hole. A year later the problem reoccured I called Homserve and they refused to help and i found out they never completed the original work. just leaving the 4' gap and broken tile in the ground

  

  Business Response

  Date: 08/03/2023

  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 team (“OTP”)
  contacted Mr. **** on July 24, 2023, and completed a detailed investigation.
  After speaking with the third-party contractor, HomeServe determined the
  repairs would be covered under his Interior Plumbing and Drainage policy. As a
  result, Mr. **** was offered reimbursement up to his benefit limit. Currently,
  the OTP agent is awaiting documentation from the customer to fully complete the
  investigation and a resolution is in progress.  
  
  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:07/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 05,2023 I purchased HomeServe for my home repair coverage. The service agreement I received through email and by my had this items listed Garage Door Opener COVERED: All components and parts of Your garage door opener, except those noted as not covered. NOT COVERED: Garage doors • counterbalance mechanisms (including cables and springs) • tracks • rollers • remote sending units. I start having issues with my garage opener which is the motor. I contacted HomeServe customer service online and spoke with Amanda she informed me about my coverage and sent me another copy through email. She provided me with a number to call and placed my claim. The first customer service representative by phone informed me that my garage opener was not covered I informed him I’m looking at my service agreement that was sent to me by the online representative through email that it states that it was covered he informed me he doesn’t know why they send this out to customers when they know it’s not covered I’d then informed him that I was deceived. That’s the reason I purchased the home warranty plan because the garage was covered, in all my other appliances in my home was covered that’s the reason I purchased the plant and I told him this is deceitful to customers then he transferred me to the home warranty department and I spoke with a young lady and she was looking at the same thing I was looking at she said is covered and she said let me put you in a claim. She came back to the phone and said she was unable to insert a claim, but she see what I see and she was going to look a little further. She came back on the phone stating that it’s not covered , it’s just a general plan and I said that’s not fair to me as a customer its very deceiving and I said I would like to file a complaint and cancel and want a refund for what I’ve already paid which was from April - July 2023 total estimate $204. She transferred me to the cancellation department I explained to them the same.

  

  Business Response

  Date: 07/26/2023

  We are in
  receipt of the complaint filed by Ms. ******** ******* and regret to learn of her dissatisfaction. HomeServe USA places our customers at the heart of
  everything we do and considers customer satisfaction of utmost importance.
  We take customer complaints seriously and are happy to report that the issue is
  resolved.
  
  In response to this complaint,
  a member of HomeServe’s Office of the President contacted Ms. ******* on July
  21, 2023, and completed a detailed investigation of the issue. As a result, Ms.
  ******* was offered a full refund for the canceled policy. Ms. ******* accepted
  the outcome. 
  
  
  We
  trust this response satisfactorily resolves Ms. *******’s concerns. We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond. We welcome Ms. ******* to reach out to us with any
  further concerns.

  Customer Answer

  Date: 07/26/2023

  
  
  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:07/18/2023

  Type:Product 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.

  The contract was transacted upon my **** account on 5/16/2023.
  The contract was cancelled on 6/15/2023.
  The Contract amount was $140.13 each contract for a total of $280.26
  
  I received a refund of $128.26 per contract.
  One refund was to original **** account.
  The other refund was sent as a check during the 2nd week of July.
  The full refund amount is $23.74 short.
  This is not a lot of money however; I have not had good experience with HomeServe since starting this contract.
  
  A technician did arrive on to maintain one of my AC unites outside and it was destroyed during this repairman's visit causing > $4K to replace the entire unit.
  
  The fact that HomeServe denies refunding the $23.74 that's owed to me is the most frustration event I have experienced with a business that advertised to my home through PSE&G mailings.
  I am attaching notes of some dates I called in to speak to a field service supervisor to discuss the event at my home where the AC system was destroyed. Nobody EVER called me back regardless of all the notes that were entered into their 'system'. Every time I did call back, the agent informed me that nobody called me back because the case was set to "Resolved". There never was a resolution. There never was a callback. There was only time and money spent on my side for the worst experience I have ever had with a company/service provider.
  
  After calling in today, 7/17/2023 to discuss the full refund amount, I was transferred 3x before being disconnected to an automated survey without ever speaking to the correct department. I called in 2 additional times and finally spoke to "Ishmael".
  Ishmael was the most unpleasant human I could possibly talk to. I can't believe a company would hire this person to extend their brand on to customers. But HomeServe is different. HomeServe appears to be the company that takes money from customers quite easily and does their best to make it most difficult to cancel or discuss refunds or provide resolution of any type.

  

  Business Response

  Date: 07/28/2023

  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.
  
  In response to this complaint a
  member of HomeServe’s Office of the President team “OTP” contacted Mr. ********
  on July 19, 2023, by email, and completed a detailed investigation of the
  issue. Currently, HomeServe is working towards a resolution.
  
  
  We appreciate you bringing this matter to our attention
  and giving us the opportunity to respond. 
  We look forward to working with Mr.
  ******** until the matter is resolved to his satisfaction.

  Customer Answer

  Date: 07/28/2023

  ***** ****** ********
  ***** ********* **** *** **** ***** **
  *** **** ****** ******************************
  ******** *** *** ********** * ******* *********
  *********** ****
  
  ** *****
  
  Thanks for reaching out. After reading my complaint, I think
  you understand how frustrated I am with HomeServe as a whole.
  I know you are investigating the case and I hope you will
  see all the notes/documentation.
  Each time I called in looking to speak to a field service
  supervisor, the phone agent would update the notes on my account, mark the case
  as ‘unresolved’, and place an action note for a call back, over and over again.
  I included some notes of my own with this complaint, but not
  all.
  Attached is the service receipt from 5/16/2023.
  
  I have spent over $4K on a replacement condenser after the
  HomeServe contracted condenser exploded while the technician was attempting to
  turn on the condenser with his tools, causing all refrigerant gas to escape.
  After numerous times of contacting HomeServe to discuss the
  incident, nobody has ever contacted me until now.
  Combined with this, attempting to receive a full refund for
  the 2 x contracts became an unpleasant disagreement with Ishmael. I had to call
  in twice after being connected to an automated survey while waiting for a
  billing department agent. I was then transferred to an incorrect department 3x
  before speaking to Ishmael.
  
  I am looking for a proper monetary resolution to all of
  this.
  Thank you for your time.
  
  Regards,
  
  ****** ** ********
  

  Customer Answer

  Date: 07/28/2023

  Cara has reached out  via email on 7/19, but nothing was discussed so no investigation could be complete or possible. I responded to Cara's e-mail on 7/20/2023:

  -----Original Message-----
  ***** **** ****** ******************************
   Sent: Thursday, July 20, 2023 12:23 PM
  To: ****** ******** <[email protected]>
  Subject: Read: BBB Escalation - Initial Follow-up
  Importance: High
  
  Disclaimer: This
  email and all files transmitted with may be confidential and intended solely
  for the use of the individual or entity to whom they are addressed. The
  unauthorized use, dissemination, distribution or reproduction of this email,
  including attachment(s), is prohibited and may be unlawful. If you are not an
  intended recipient, please delete this email, including attachment(s).
  ©HomeServe 2023. ********************************************************************************************************************************************************************************************************************************************************************************************************

  =============================================================================================================================================================================

  ***** **** ****** ******************************
  
  ***** ********** **** *** **** **** **
  *** ****** ******** *************************
  ******** *** ********** * ******* *********
  
  Hi ******,   My
  name is Cara, and I am reaching out from HomeServe's Office of the President
  “OTP Team” regarding your recent correspondence with the BBB stemming from the
  issue you had with a re
  Caution! This message
  was sent from outside your organization. Allow sender | Block sender
  *********************
  Hi ******,
  
  My name is Cara, and I am reaching out from HomeServe's
  Office of the President “OTP Team” regarding your recent correspondence with
  the BBB stemming from the issue you had with a recent claim. I left you a
  voicemail but thought I would follow up via email as well, in case that is a
  better way for us to connect.
  
  I would like to discuss your case with you at a time that
  is convenient for you. I am in the office Monday through Friday from 7am to 4pm
  EST; you are welcome to call or email me at your convenience. If needed, I
  would be happy to schedule a call for a time that works with your schedule.
  
  I look forward to hearing back from you.
  
  Best,
  Cara
  
  Cara F***** 
  Office of the President,
  Legal and Regulatory Operations
  Case Investigator
  
  ** ************
  ** ************
  **************************** 
  

   

  Customer Answer

  Date: 07/28/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I received a voice mail yesterday (7/28/2023) by a field manager. This is the 1st time a field manager has contacted me since the incident occurred on 5/16/2023.

  I didn't call back because I feel this is too little, too late to discuss the incident details on 5/16/2023.

  I have been requesting to speak with someone since 5/16/2023 with no response and many call-ins by myself as noted in past attachments.

  There was no way I could wait for a HomeServe resolution from incident on 5/16/2023 since it became the heat of summer with temperatures above 95 degrees F.

  My home needed to be cooled for health reasons.

  I am only willing to discuss financial reimbursement of damaged condenser and full refund of 2 x contracts after cancellation.

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

   

  ================================================================================================================================================

  ***** **** ****** ******************************
  ***** ******* **** *** **** **** **
  *** ****** ******** *************************
  ******** *** *** ********** * ******* *********
  
  ** ****
  
  
  Thank you for your understanding while I conducted my
  research. Earlier today, a field manager attempted to contact you, and I wanted
  to ensure that you have his contact information. It is crucial for the field
  manager to provide a detailed account and explanation of the findings from that
  day since I am not an expert in that particular field.
  
  Thanks,
  Cara
  Cara F***** 
  Office of the President,
  Legal and Regulatory Operations
  Case Investigator
  
  ** ************
  ** ************
  **************************** 

  

  Business Response

  Date: 08/10/2023

  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.
  
  In response to this complaint a
  member of HomeServe’s Office of the President team “OTP” contacted Mr. ********
  on August 3, 2023, by email. Due to the delayed follow-up request, HomeServe offered
  monetary goodwill as a one-time courtesy. The OTP member was unable to reach
  Mr. ********. We encourage him to contact HomeServe directly to discuss the
  offer.
  
  
  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:07/17/2023

  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.

  I have been receiving a charge on my **** ** ********* ******** of Water bill for $17.70 since April of 2023 and prior a $8.99 charge. I called HomeServe inquiring about this charge of $17.70 and they said I have no plan with them, that it expired in 2022, and HomeServe to call the water department. I called the water department, and they said it shows that HomeServe is the company billing monthly for this service. I have gone around and around with both organizations to resolve this issue and have had no success. Each company keep referring me back to the other without any resolution.
  
  Below is perinate information in order for you to address this issue;
  HomeServe number I called ###-###-#### and ###-###-#### on several occasions each representative stated I have no plans since 2022.
  The **** ** ********* ******** of Water number I called on several occasions is ###-###-####. The representatives on each call said HomeServe is the company billing this service and that's who you need to speak with.
  The billing address is ***** ****** **** ******* *** *****
  The account number is **********.
  The phone number to call is ###-###-####
  Email correspondence is: ************************
  
  I am seeking a resolution to this issue of being charged $17.70 per month and no plan, I am being charged for something I do not have this is fraudulent.
  
  Please feel free to contact me by email; ***********************m or by phone ###-###-#### to rectify this matter.
  
  I look forward to your respond in a timely matter.
  
  Respectfully Submitted
  ***** *******

  

  Business Response

  Date: 07/25/2023

  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 contacted Ms. ******* on July
  19, 2023, and completed a detailed investigation of the issue. As a result, Ms.
  ******* was offered a partial refund. Ms. ******* accepted the outcome. 
  
  
  We
  trust this response satisfactorily resolves Ms. *******’ 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: 07/25/2023

  
  
  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:07/14/2023

  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.

  My name is ***** ****** residing at 135 Pouch Terrace, Staten Island, NY 10305. I have been a longstanding HomeServe customer for over five years. On the morning of July 14, 2023, I scheduled a service call for the purpose of servicing my cooling system. The assigned technician, ********, arrived at my premises. Regrettably, Mr. ******** conducted himself in an egregiously disrespectful manner by directing insults towards me and, moreover, deliberately disposing of a can of soda on my property. Additionally, he unequivocally refused to perform the contracted work. I possess a video recording of the incident.
  
  I seek and expect a prompt resolution of my air conditioning concerns. If not I will initiate legal proceedings, seeking the following remedial actions:
  
  (a) Paying for the repair cost of my air conditioning; or
  (b) Reimbursement for all payments made during the preceding five-year period.
  
  Furthermore, I intend to pursue supplementary relief, which may encompass reimbursement for any associated legal expenses incurred. I will also contact local media outlets in order to voice my grievance against HomeServe.
  
  Please contact me ASAP at ###-###-#### if you wish to settle this matter.

  

  Business Response

  Date: 07/20/2023

  We are in
  receipt of the complaint filed by Mr. ***** ****** and regret
  to learn of his dissatisfaction. HomeServe USA
  places our customers at the heart of everything we do and considers customer
  satisfaction of utmost importance. We take customer complaints seriously
  and are happy to report that the issue is resolved.
  
  In response to this complaint,
  a member of HomeServe’s Office of the President (“OTP”) conducted a detailed
  investigation of the issue and as a result, contacted Mr. ****** on July 14,
  2023, and left a voicemail message advising a technician would be at his home
  that afternoon. Due to Mr. ****** having one cooling plan, he agreed to enroll in
  a secondary plan to cover the needed repairs to the second unit, and the
  repairs were completed on July 14, 2023. 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:07/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a filed a claim for a sink hole after I purchased the insurance based on a sink hole forming in my front yard. They stated that they have pictures showing from ****** maps that the sink hole was here in 2021 can’t provide the photos and when I pull up ****** map of home in 2021 clearly no sink hole I had zero issues until after I had other repair work completed then now all of a sudden this sink hole appears and everyone is putting the blame on someone else but to be told it was here for over 2 years when I have photo evidence from ****** maps showing that it was not there. Stated that they also spoke with someone from the city claiming same thing which city is denying stating that.

  

  Business Response

  Date: 07/25/2023

  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.
  
  In response to this complaint a
  member of HomeServe’s Office of the President team “OTP” contacted Mrs. Niles
  on July 14, 2023, by email, and advised that repairs could not be completed
  without proof of ownership. Currently, HomeServe is awaiting documentation
  before moving towards a resolution.
  
  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:07/12/2023

  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.

  My mother passed away 7/26/13, and my dad, passed away 10/26/21. On 11/18/21 a letter arrived to my deceased mom from HomeServe (HS) autorenewing coverage for Sewer Repair at 8.99mth (originally 5.25/mth). I was not aware that she had any coverage. Additionally, the email address HS had in the letter for my mother was not hers. I called HS on 12/8/2021 because I was concerned that someone had fraudulently enrolled her in this without her authorization and/or engaged in elder abuse of her finances. I requested a proof of enrollment which HS said they would provide in 7-10 days. After not hearing from HS, I called them again on 1/6/2022 and they referred me to ******** ****** (**) since the unauthorized charges were added to her ** monthly power bill starting in 2008. ** referred me back to HS saying they had transferred responsibility for all aspects of the program to HS in December 2017. I also learned that my mother’s account at ** was enrolled in the In Home Electric Line Repair (3.99/mth, at some point increased to 6.49) and Water Line Replacement (4.99/mth, at some point increased to 7.99). HS did provide enrollment documentation for the In Home Electric Repair and Water Line Replacement, but it was from my father, whose name was not on the ** account and therefore, not properly and legally authorized. Additionally, HS told me that my parents never filed any claims or received any value from this in the over 13 years these add-on product fees were being charged to their ** account. To date, neither ** nor HS have ever provided proof of enrollment for the Sewer Line Repair. I have been in touch with HS’s Office of the President, and they have refused to provide any refunds. Because of the changes in prices over the years, I don't know the exact amount that my mother's ** account was billed, but it is probably over $2k.

  

  Business Response

  Date: 07/24/2023

  We are in
  receipt of the complaint filed by Mr. ** ******* and regret
  to learn of his dissatisfaction. HomeServe USA
  places our customers at the heart of everything we do and considers customer
  satisfaction of utmost importance. We take customer complaints seriously
  and are happy to report that the issue is resolved.
  
  In response
  to this complaint, a member of HomeServe’s Office of the President team (“OTP”)
  conducted a detailed investigation of the issue and as a result, contacted Mr.
  ******* on July 17, 2023, to offer a refund of the premiums, 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.