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.

close

Find a Location

HomeServe USA Corp. has 34 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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  Unpublished Fresno, CA 93722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:06/21/2023

  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.

  Home Serve sent a Contractor out on June 19th to check/repair electrical switches. The switches were replaced. Later that evening, turned on light to outside security light and all lights in the kitchen went out. We have no lights in the kitchen, the refrigerator/freezer, and other areas in the home. As of the time of this complaint this issue is un resolved. I have called Home serve numerous times & asked for a Supervisor and have been told cannot speak with a Supervisor. They have called stating that the company they assigned to come out can't come until Thursday. The outage occurred on a Monday evening. My Elderly mother, who is a new Transplant recipient is stay me this week. The rest of the week I have other appointments that have been scheduled months out. Therefore, availability is limited as days go by without this issues being resolved.

  

  Business Response

  Date: 06/30/2023

  We are in receipt of the
  complaint filed by Ms. ******* ***** and regret to learn
  of her dissatisfaction. HomeServe USA places our
  customers at the heart of everything we do and considers customer satisfaction
  of utmost importance. We take customer complaints
  seriously and are happy to report that we have resolved this issue.
  
  In response to this complaint,
  a member of HomeServe’s Office of the President conducted a detailed
  investigation of the issue and as a result, called Ms. ***** on June 30, 2023,
  and offered to discount her Interior Electrical coverage and make a financial
  contribution to assist with the expense of replacing her lost groceries. Ms. ***** accepted this 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: 07/03/2023

  
  
  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:06/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid for Exterior Sewer line coverage for the "repair/replacement due to normal wear and tear of a leaking or permanently blocked sewer line" of a residential home. December 2022 identified standing water in sewer line, jetted the line, identified a fracture in main sewer with water leaking into ground, eroding soil underneath. Main line is 9.5 feet deep under city sidewalk, city blvd. and our driveway. Requested repair, submitted estimate to reline, fix fracture and stop the pipe from leaking. ***** denied stating they will only honor if identified by their own contractors and if Birmingham Plumbing wanted to become a preferred contractor they could. Birmingham tried for months unsuccessfully, ***** systems were down citing technical problems. Secured preferred contractor, Trion. Preferred contractor camera'd the line, confirmed fracture/leak and submitted estimate for repair recommending re-lining of pipe due to its location (depth/municipal space). ***** denied advising Trion sewer line has to completely fractured and they will not repair unless there is a back-up of sewage into our home. Trion advised if left unaddressed leak will continue to erode ground, pipe will collapse causing substantial issues. We have a 20 month old, having to "wait and allow" a pipe collapse allowing sewage to back up allowing bacteria and eColi to enter our home, saturate our belongings and affect our health is beyond acceptable. We have three different plumbers (two independent and one ***** plumbers) camera the line, confirm a fracture leaking, recommend re-lining. ***** needs to issue the $8500 benefit. This is a breach of contract and I am ashamed that ***** has advised we have to sustain sewage backing up into our home and allow the pipe to fully collapse causing thousands of dollars of damage instead of proactively tending to a known problem. Copy of contract attached for your review.

  

  Business Response

  Date: 06/28/2023

  We are in receipt of the
  complaint filed by Mrs. ****** and regret to learn of her
  dissatisfaction. HomeServe USA places our customers
  at the heart of everything we do and considers customer satisfaction of utmost
  importance. We take customer complaints seriously
  and are happy to report that the issue is in the process of being resolved.
  In response to this complaint, a
  member of HomeServe’s Office of the President (“OTP”) thoroughly
  investigated the matter. On June 22, 2023, the OTP member contacted Mrs. ******
  to discuss the situation. During the conversation, they verified the reason for
  the denial and mentioned their intention to review the repair camera footage
  and recommendations provided by the network contractor.
  On June 27, 2023,
  the OTP member received an estimate for a spot repair. After internal approval,
  the OTP member reached out to Mrs. ******, leaving a voicemail message, and
  sending a follow-up email to confirm the repair authorization. On June 28, 2023,
  Mrs. ****** accepted the resolution offer. The network contractor will contact Mrs.
  ****** to schedule an appointment.
  We
  trust this response satisfactorily resolves Mrs. ******s concerns. We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond.  We welcome Mrs.
  ****** to reach out to us with any further concerns.

• Initial Complaint

  Date:06/16/2023

  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.

  A few months ago we had contacted homeserve about our sewer pipe because we had been told by a contractor we hired for our crawlspace that it smelled like human waste and we needed to get it looked at. Homeserve had sent out a plumber that literally ran our water for a little bit and said we were good to go. Fast forward a few months to last week. We had homeserve send out another contractor that had looked and said it’s the exterior pipe that needs to be repaired. Contractor said he would be back Wednesday or Thursday (6/14 or 6/15). We had called him on 6/15 and his phone was off. I had reached out to homeserve about this and they had agreed another contractor would be best to avoid retaliation. I have done the decent thing to call around since they offer a referral process but getting them to get back with me about this has not been easy. Emergency situations dealing with sewer line should be handled as an emergency not a we’ll get to it whenever. They have the company name and number. I’m just looking to get this taken care of like it’s supposed to be. They are rude and it is not appreciated!!

  

  Business Response

  Date: 07/07/2023

  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 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, dispatched a trusted network
  provider on June 26, 2023, to perform a camera inspection of Ms. ******’s sewer
  line. Our service provider found that the line is in good condition and no
  repair is needed. Ms. ****** accepted this 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: 07/07/2023

  
  
  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:06/12/2023

  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 6/17/22 Homeserve installed a new central air conditioning unit which worked well all summer. On or about 6/1/23 when I turned it back on it failed to start. I called Homeserve and a technician came 6/4/23 but was not able to repair and said someone would call me on 6/5/23 to schedule another appointment. I have not received a call back and I called again on 6/7, 6/8, 6/9, 6/10 and 6/12. During every call they said someone would call me back and that it was sent to a dispatch manager (Tina) would call me. I signed a service agreement on 6/20/22 ($162.92) which expires on 6/19/22. I have an automatic payment scheduled for 6/20/23 in the amount of $218.34.

  

  Business Response

  Date: 06/23/2023

  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 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 and worked with the local field office to deploy an electrician
  to investigate the issue with Ms. ******’s air conditioning. On June 13, 2023,
  the electrician completed a repair that corrected the problem. On June 15,
  2023, OTP called Ms. ******, who confirmed that she 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.

  Customer Answer

  Date: 06/23/2023

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

• Initial Complaint

  Date:06/12/2023

  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.

  At the beginning of June I call homeserve because the heater stops working. The technician came next day and said they need to order a part. He remove the front of the heater system saying he will come back as soon they have the part. He never show up and I had call many times ,they said we will send your message to the part deparment,we will send a message to the supervisor.....nothing had happened. No hot water and he left a big mess.

  

  Business Response

  Date: 06/28/2023

  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: 06/28/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because HomeServe called me to see how they can help me with information about a new heater system. the lady asked me to call her back,I did call her ,but no answer. They shoul reimburse the rest of the money that I paid for the whole year.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 07/11/2023

  We are in receipt of the
  complaint rejection 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 the rejection received,
  a member of HomeServe's Office of the President reached out to Mr. ****** on
  July 11, 2023. However, the call went to voicemail, and a message was left
  requesting a call back to discuss the estimate and refund request. Our records
  indicate that Mr. ****** had previously requested an estimate for water heater
  replacement in January 2023, but chose not to proceed with it at that time.
  
  On July 11, 2023, the Field
  Manager attempted to follow up with the customer twice but was unable to reach
  him and had to leave a message. If Mr. ****** still requires the estimate, the
  previous information provided includes the contact details for the Comfort
  Advisor. Mr. ****** can reach out to them directly for further assistance. Additionally,
  the Field Manager has forwarded the request to the ******* *******, who will contact
  Mr. ******. We encourage Mr. ****** to contact us to discuss the complaint and
  resolution.
  
  We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond.  

• Initial Complaint

  Date:06/12/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been paying monthly for a home warranty with the same company since we purchased the home brand new in 2004 (19 years). Our air conditioner stopped working three weeks ago, on May 22, 2023, and we requested service. A technician from **** HVAC came to the house and examined the unit. After spending only a few minutes, the technician declared that the A/C would need to be replaced. A few days later, three quotes were received via e-mail from the same company. The quotes ranged from approximately $7,000 for a condenser replacement to over $10,000 for a full unit replacement. Each quote cited a $2,500 limit for benefits under the policy and included this amount as a discount off the price. My wife called HomeServe multiple times and they repeatedly said they would need to get the documents from **** to investigate. I then began calling on June 6th, resulting in multiple call transfers and extremely long waits on hold. On June 9th at about 4:30 p.m., after being placed on hold by "Teosha" for over 25 minutes, I spoke with Sandra, who advised that the air conditioning unit was not covered at all since the freon standard had changed from R-22 since it was installed. I questioned this and she said she would send me the agreement that includes this exclusion. When I explained that such a rule was ludicrous, especially for a customer who had been faithfully paying the monthly premiums for coverage to the same company for 19 years, she agreed to send a different company to the house for a second opinion. She reiterated, however, that there would be no coverage for the unit unless they are able to repair the coil, which has been declared faulty. This situation is unbelievably disappointing, and I have lost absolutely all confidence in this company. I should have saved the money for all of these years instead of paying it to HomeServe to have them turn their back on me and my family. I could have purchased two new systems for the amount of money wasted.

  

  Business Response

  Date: 06/22/2023

  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 (“OTP”) conducted a detailed
  investigation of the issue and as a result, called Mr. ***** on June 21, 2023,
  and offered to cover the cost of the portable air-conditioning unit Mr. *****
  purchased as a temporary solution. The installation of Mr. *****’s new unit is
  scheduled for June 23, 2023. Mr. ***** accepted this outcome.
  
  We
  trust this response satisfactorily resolves Mr. *****’s concerns. We appreciate
  you bringing this matter to our attention and giving us the opportunity to
  respond. We welcome Mr. ***** to reach out to us with any further concerns.

  Customer Answer

  Date: 06/23/2023

  
  
  Better Business Bureau:
  
  
  
  * **** ******** *** ******** **** ** *** ******** ** ********* ** ********* ** ********, and find that this resolution is satisfactory to me. After submitting this complaint with BBB, I was promptly contacted by a member of the company president's office and she was extremely courteous. Within a few days, the repairs were approved and she even offered to reimburse us for a portable air conditioning unit that had been purchased to help cool the downstairs area while the main unit was not functioning. I am very appreciative of the assistance provided by the company and believe that the problems we encountered were largely due to the recent transition of Homeserve policy administration to a different provider. This resulted in some confusion about the status of our claim and the applicable contract terms. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:06/09/2023

  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.

  Called 6/6 for repair of a busted water line in my basement and a plugged drain in basement charged me 75.00 for co payment and did not repair eather

  

  Business Response

  Date: 06/29/2023

  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. As a result, OTP called Mr. ***** on June 29, 2023,
  and provided him with clarification of his coverage and offered him a refund of
  his service call fee as a courtesy. Mr. ***** accepted this outcome.
  
  We
  trust this response satisfactorily resolves Mr. *****’ concerns. We appreciate
  you bringing this matter to our attention and giving us the opportunity to
  respond. We welcome Mr. ***** to reach out to us with any further concerns.

• Initial Complaint

  Date:06/07/2023

  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’ve been paying for waterline coverage for years now, I turned in a new claim almost an entire week ago. I keep getting the runaround and today not a company has even called to schedule a time to come out to fix my waterline issue. 4 hour service. Do not believe it. In fact, it’s my understanding there is not a plumbing company in my city ******** that will work with this company Home Serve all I want is them to fix my waterline in a reasonable time.

  

  Business Response

  Date: 06/20/2023

  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 thorough
  investigation of the issue. They contacted Ms. ***** on June 8, 2023, and
  informed her that the job had been assigned to a network contractor and appointment
  was scheduled for later that day. The Water Service Line was replaced on June
  10, 2023, and the backfilling was completed on June 13, 2023. We are currently
  working closely with Ms. ***** to address the remaining restoration needed and
  ensure that the matter is resolved to her satisfaction.
  
  We appreciate you bringing this
  matter to our attention and allowing us the opportunity to respond.

• Initial Complaint

  Date:06/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a HomeServe policy that is to cover my hot water heater, air conditioning unit and heating for my home. My Air Conditioning went out and I called to have a service call for this unit. Once the technician arrived I was told that there was a leak in the unit and that the coil was out and that since the age of the unit the entire unit would need to be replaced. Homeserve called me while the technical was here to tell me that they do not cover the parts for repair nor do they replace. The technician then advised me that a new unit would cost anywhere between $6,000 and $15,000. I then contacted HomeServe again to find out why they were not covering the parts or a complete replacement and was told that my policy had changed and it was no longer under that plan but I would get another plan that may cover it at a later date.I was not informed of any policy change via US Mail or email(which they do have on file) I have been trying to work with them to find out what is covered and to find a common ground on repair or replace to no avail. I have had this policy for over 8yrs and
  This company is taking my money each month for a service that they are not providing. My household has individuals that have medical needs that cannot be placed without air conditioning so I was forced to contact a heating and cooling company to come out and give me an estimate of replacement which will cost me almost $5000 which i have already given a $2000 deposit.

  

  Business Response

  Date: 06/19/2023

  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.  

  Customer Answer

  Date: 06/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Homeserve is not working with me to resolve the issue to a satisfactory resolution which will meet both of our goals and expectations.
  
  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 06/28/2023

  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 (“OTP”) conducted a detailed
  investigation. It was determined that the technician diagnosed leaks on
  the condenser and recommended a replacement Cooling unit. However, based on the
  terms and conditions outlined in the Service Agreement, this repair falls outside
  the coverage as it involves parts not listed in the covered components
  according to the Terms and Conditions of the policy. 
  
  Nevertheless, as a gesture of
  goodwill, the OTP member contacted Ms. ***** on June 27, 2023 and extended an
  offer of $1750.00 towards the out-of-pocket cost for the replacement unit. Ms.
  ***** accepted the resolution offer.
  
  We appreciate you
  bringing this matter to our attention and giving us the opportunity to
  respond.  

• Initial Complaint

  Date:06/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Have had Homecare AC insurance through *** for over 2 years
  I called them Sunday May 28 to report upstairs ACblowing being warm air
  I got a text saying *** *** AC would come Monday May 29th between 8am-8pm
  NO ONE showed up - I called *** *** 3 times on the Monday- could only ever leave a message
  I finally spoke to a lady from *** *** at 6pm who gave me the techs phone number-I called and straight to Voicemail and also no response form a text.
  called Homeserve Tuesday May 30 advised no one came they said they will try another company - again no contact with me
  called Homeserve Weds May 31 gave them alternate AC companies and reminded them we had no upstairs AC since Sunday and my wife is disabled upstairs in 90 degree heat -again no call back ( Despite the CSR telling me the case was "Escalated")
  called Homeserve Thurs. 6/1 - went over everything again-was told my request was escalated again- and I would be called back- again nothing.
  Today Friday 6/2 called Homeserve again- lady said its escalated and will get someone and call me back -as of 11:25am again-no call back.
  I have been TOTALLY let down by this company who have defaulted on their agreement
  I Demand ALL of my monthly payments back from them and an explanation of why I have been let down-(Despite taking my money every month)

  

  Business Response

  Date: 06/13/2023

  We are in receipt of the
  complaint filed by Mr. ****** and regret to learn of his
  dissatisfaction. HomeServe USA places our customers
  at the heart of everything we do and considers customer satisfaction of utmost
  importance. We take customer complaints seriously
  and are happy to report that the issue has been resolved.
  
  In response to this complaint, a representative from
  HomeServe's Office of the President (“OTP”) conducted a thorough investigation
  of the issue. As a result, on June 12, 2023, we reached out to Mr. ****** and
  offered to reimburse him for the out-of-pocket cost of the third-party repair. The reimbursement was processed on the same day, and Mr. ****** was
  informed that he should expect to receive the reimbursement check within 30
  days. We are pleased to share that Mr. ****** accepted our 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 Mr.
  ****** to reach out to us with any further concerns.
  

  Customer Answer

  Date: 06/13/2023

  
  
  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,
  
  
  
  **** ******