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

  PO Box 873 Northbrook, IL 60065-0873

• 

  Home Emergency Insurance Solutions

  P.O. Box 11594 Richmond, VA 23286

• 

  Home Service

  PO Box 2277 Pittsburgh, PA 15230-2277

• 

  HomeServe USA Corp.

  7830 Byron Dr Riviera Beach, FL 33404-3336

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:06/01/2023

  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.

  Last year had a plumbing stoppage-sewage leaked into basement. Called plumber. Hydrojetted the line, cleared it & placed camera. Found break in sewer line close to the back of property. Told me I would need to repair that break (spot repair) and install a liner (old house, concrete line) and it would cost around $10K. Called in the warranty-the warranty company itself responded quickly. They dispatched a contractor, ******* ******* *** ********. He confirmed that that is what was necessary and would contact the warranty company for permission. After a few days I had not heard back from him. I contacted HomeServe and they stated he would be responding to do the repair. Multiple days passed without him scheduling. I reached out multiple times and finally was informed they were already at my house (I was at work), cleaning out my shed where they would have to dig to get to the line (I run a non-profit staffing company and had prepared to have a crew do this for me..). I was frustrated, but happy they were repairing. After the completed the work they called to let me know the spot repair itself would cost me an additional $2K…$12K total. I was surprised at this cost and so called my brother-in-law (has worked for a sewer repair company for nearly a decade) and he provided a quote. He said the spot repair and a liner should have cost $8-$10K and he couldn’t understand why the contractor was charging so much for the one small repair. I reported this to Homeserve and they stated that since the work had been done that nothing could be done. 3 weeks ago sewage was leaking outside of the house (my BIL now rents from me, I’ve purchased new home). I put in the service call to Homeserve, notating I did not want the same contractor. They assigned the same one to me. Many issues later, the break has not been repaired and Homeserve has not contacted me-I've called and emailed multiple times and the only contact that is successful is when I call. I just need the line repaired.

  

  Business Response

  Date: 06/13/2023

  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.
  
  On June 6, 2023, in response to
  this complaint, a member of HomeServe’s Office of the President (“OTP”) called
  Ms. ****** and offered reimbursement for the covered repairs completed by a
  service provider of her choosing, based on the estimate she provided, dated
  June 5, 2023. OTP will remain in contact with Ms. ****** until the matter is
  resolved.
  
  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:05/24/2023

  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 had a problem with my A/C unit, so I used homeserve, which I pay for, to get a technician to do an inspection. Turns out I needed a new condenser and evaporator. Homeserve initially told me AND the A/C repair company that they approved me for $5000. Based on that approval, i scheduled the repair for the following day. Later on in the same day, they decided they did not want to pay that much, and dropped it to $2500. They kept telling me about some phantom fine print in the contract that they never actually showed me. This company is sneaky and deceitful. Customers beware! They do not live up to their obligations, and they won't own up to their own mistakes. What good is a warranty company that doesn't cover the items they say they cover???

  

  Business Response

  Date: 06/19/2023

  We are in receipt of the
  complaint filed by Mr. ******* and regret to learn of his dissatisfaction.
  HomeServe USA places our customers at the heart of everything we do and
  considers customer satisfaction of utmost importance. We take customer
  complaints seriously and are working with Mr. ******* to resolve the issue to his
  satisfaction.
  
  In response to this complaint a
  member of HomeServe’s Office of the President has requested a return call from
  Mr. ******* and will be happy to discuss the outcome of the investigation once
  they connect.
  
  We appreciate you bringing this matter to our attention
  and giving us the opportunity to respond. 
  We welcome Mr. ******* to reach out to us to discuss the complaint
  further.

  Customer Answer

  Date: 06/22/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have called Trisha 4 times and left 2 messages trying to return her call. I can't get a hold of her. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 07/06/2023

  We are in receipt of the 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 (“OTP”) conducted a detailed
  investigation of the issue. After attempting to reach Mr. ******* by phone on
  June 22, 2023, and June 23, 2023, OTP emailed Mr. ******* on June 23, and provided
  clarification of his Premier Plan coverage.
  
  Based on our records, on May
  20, 2023, a trusted HomeServe network provider reported that to repair Mr.
  *******’ air conditioning they would have to replace the condenser coil and
  motor. The unit required R22 refrigerant, which is obsolete. Per the Terms and
  Conditions of Mr. *******’ service agreement, “We will not replace or issue a
  check for cooling system Covered Repairs that involve the replacement of
  refrigerant that is unavailable, obsolete, or being phased out.” Nevertheless,
  as a courtesy, HomeServe covered a portion of the cost to upgrade Mr. *******’
  air conditioning.
  
  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: 07/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Homeserve claims that the service agreement does not cover my repairs, but have been unwilling or unable to show me where I'm the service agreement. But assuming they're right, I was still told twice by homeserve that it would be covered, and to go ahead and schedule the repair. So either way, the company messed up. They should own their mistakes, but they refuse to. That is the reason for the complaint. They are a dishonest company, and I must warn those who consider signing with these guys to find a better alternative. 
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:05/22/2023

  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 had homeserve via ****** ***** ******. I have been paying a monthly fee to cover my AC. The AC broke down around the beginning of May. I called homeserve and they sent an AC company that said my whole system needs to be changed and that I would get 1500 dollars rebate bringing my cost for a 2.5T system to about 11,000. I asked about homeserve what do they cover and I was told they don’t cover replacement . They just cover repairs. What kind of warranty does not cover replacement of compressors? Who repairs compressors these days? This is ridiculous and misleading.

  

  Business Response

  Date: 06/09/2023

  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 thorough investigation of the issue. On May
  25, 2023, we reached out to Mr. **** via phone and email to discuss the coverage
  but were unable to contact him.  
  
  On April 27, 2023, the network contractor diagnosed
  multiple issues with the unit, including a coil leak, defective compressor,
  blower motor problems, and zero refrigerant. The contractor recommended
  replacing the unit as it was beyond repair. Consequently, Mr. **** cancelled
  his Cooling coverage on April 27, 2023.
  
  According
  to the diagnoses, the unit had multiple parts that were defective, compressor,
  blower motor problems and no refrigerant. 
  The technician determined that the unit was beyond economical repair. As
  per the Service Agreement terms and conditions, covered repairs include the
  replacement or repair of certain components which are outlined below.
  The Service Agreement terms and conditions state:
  Covered Repairs: Repair or replacement of the
  following for which You have sole responsibility, that is damaged due to normal
  wear and tear:
  • The broken or failed capacitors, circuit boards,
  internal fuses, breakers, condensate pumps, condenser motor, condenser fan,
  contactor switches, delay timer, fan controls, fan relays, filter dryer, high-
  and low-pressure switches, limit controls; up to 1 pound of refrigerant,
  relays, transformers, and valves, that are part of Your Home’s electric central
  System.
  
  What will happen if We cannot repair Your System? In
  cases where we are unable to repair your system, such as when parts or
  refrigerant are unavailable, obsolete, or we determine the system to be
  irreparable, we will provide a pro-rata refund.  In this instance, the pro-rate refund is not
  warranted because the refund is calculated by subtracting claims paid from
  premiums paid.
  
  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:05/18/2023

  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.

  In September 2021, shortly after purchasing and moving into my new home, I went ahead and purchased the interior plumbing and draining system coverage and the home heating system coverage from HomeServe.
  
  This complaint is regarding the home heating system coverage. In talking to the sales representative on the phone, I asked specifically if heat pumps are covered. She said, "yes." I also asked a follow-up question since heat pumps are both heating and cooling systems all-in-one. I gave her the scenario saying, "Let's say in the summer I noticed my system not working (cooling), but then since I do not have the home cooling system coverage, can I wait until the winter when I turn on the heating and see that it also does not work and then call HomeServe to get this benefit?" And the representative said, "If you are calling about the heating system not working, then Yes."
  
  Fast forward to today... I got to re-read the terms and conditions again and it said that the systems that were not covered were "geothermal heat pump, combination ambient heat/domestic hot water heating," I called the service representative today and asked again, "Are regular heat pumps covered?" The representative answered, "Yes."
  
  I asked the rep what type of heating "ambient heat" was referring to. She did not know the answer and transferred my phone call to another rep. This rep after putting me on hold told me "ambient heat" is referring to heat pumps. "No, this does not cover heat pumps."
  
  I told them I purchased this in Sept 2021 because the rep told me that it covered heat pumps. I already paid into this service $249.80 ($12.49 x 20 months). I was lied to. Terms and Conditions were written so vaguely that even their own rep got "duped" to think that regular heat pumps were part of the included systems.
  
  I learned that HomeServe records all phone calls. Please listen to them and refund me the whole amount that I paid into this service, not just $44 dollars as "sorry."

  

  Business Response

  Date: 06/07/2023

  We are in receipt of the complaint filed by *** *** and
  regret to learn of his dissatisfaction. HomeServe USA places our customers at
  the heart of everything we do and considers customer satisfaction of utmost
  importance. We take customer complaints seriously and are happy to report that
  the issue has been resolved, and *** *** will be refunded all premiums paid.
  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 *** *** on June 6, 2023, and confirmed his central heating and
  air unit was ineligible for coverage. The agent offered full refund of premiums
  paid into the coverage. *** *** accepted this outcome.
  We appreciate you bringing this matter to our attention and
  giving us the opportunity to respond. We welcome *** *** to reach out to us
  with any further concerns.

• Initial Complaint

  Date:05/17/2023

  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.

  HomeServe called my to set up a date for a tune-up on my air-conditioner unit. The HomeServe tech came down on 5/15/23 and inspected: all was good except that there was something wrong with the refrigerant pressure. He said to me that I need gas and he would send down a mechanic in reference to the gas.
  
  The mechanic came on 5/16/23. I asked him to check the numbers again. He said it was unnecessary as he had the numbers on his phone. To make a long store short, he said it was $145 per pound for the refrigerant and that I would need approximately 2-4 pounds. And to check the line for leaks, it would be approximately $445 and then plus whatever part were needed. He did not put anything in writing for me in reference to the prices.
  
  I disagreed with hime about the costs.
  
  The mechanic spoke with Erich G**** HomeServe's Field Operations Manager, ###-###-####. I was told that he would call me or I could call him. He did not call me and my 3 attempts to call him were unanswered.
  
  After going over the contract with the HomeServe mechanic we could not come to a satisfactory conclusion.
  
  I do not see any exclusions or charges in the contract for adding refrigerant and no charges for checking for a leak. The mechanic said that if there is a leak the charges could go up to several thousand dollars.
  
  The only exclusion I see is for refrigerant conversion. This is not the case. This is only adding refrigerant.
  
  What I would like done is no charge for the refrigerant 410A (*****) and no charge for testing and repair for a leak.
  
  We have renewed this contract for over 20 years so now we have achieved "Diamond Status" according to them.
  
  Attached are copies of my bill and contract enclosures that I have received.

  

  Business Response

  Date: 05/31/2023

  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 working with Mr. ****** to resolve the issue to his
  satisfaction.
  
  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: 06/01/2023

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

   

  Regarding complaint #********

   

  I did receive a verbal offer to settle the above complaint from Ms Trisha S****** at HomeServ on 5/25/2023.

   

  I was advised that a release form would be emailed to me; I was to sign the release formand return it by email and the settlement check would be issued promptly.  

   

  As of 5/31/2023 I have not received any email from HomeServ.  I have attempted to reach Ms S****** several times by phone and email since the offer was made.  I have not been able to reach her.

   

  This is a follow-up to my conversation with Ms ******* at BBB concerning the offer for settlement of this complaint.

   

  Attached is copy of my email to Ms S****** dated 5/26/2023.

  

  Business Response

  Date: 06/15/2023

  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 member of HomeServe’s
  Office of the President conducted a detailed investigation of the issue and as
  a result, called Mr. ****** on June 9, 2023. The member offered a one-time
  payment based on his tenure to assist with the costs of purchasing a new
  heating unit. Mr. ****** accepted this 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.

  Customer Answer

  Date: 06/15/2023

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

   

  I am in receipt of your email received today.

   

  Please note that I did indeed accept the offer.  I have signed and had notarized the HomeServe Release Form which was provided by Ms S******.  It was returned to Ms S****** by email.

   

  In response to that Ms S****** emailed me that she did receive the release form.  I did not get a phone call from her on 6/9/2023.

   

  After an attempt to contact Ms S****** by phone, there was no response.  I sent an email asking that the check be sent out via ***** overnight, there was no response.  I sent another email on 6/12/2023 asking when I could expect a check; again there was no response.

   

  As of 6/15/2023, I cannot consider this case closed as I have not received a check or any response when a check would be forthcoming.  I did my part by signing and having notarized their Release Form and returning it.

   

  I am more than willing to close this case with HomeServe once I get the check.

   

  I am attaching a copy of the signed and notarized Release Form.  

   

  Mr *********, if you have any questions or if you need more information, please feel free to call me ###-###-#### or email me.

   

  Thanking you in advance,  *** ******

  Customer Answer

  Date: 06/20/2023

  Mr *********,

   

  This is to let you know that I have received the payment as promised from HomeServe.  

   

  Thank you for your assistance in this matter.  

   

  I am considering this complaint closed.

   

  Thank you for your help,  Sam Koszer

• Initial Complaint

  Date:05/17/2023

  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.

  This is to complain that HomeServe is forcing upon me coverage that I never requested, signed up for and do not want. I have sent them multiple letters and emails asking that they canceltheir Exterior Sewage/Septic Line coverage, coverage that I never requested or signed up for. Nevertheless I received all kinds of written information including price, terms and conditions.
  I have asked for written confirmation that it is cancelled. But instead of a simple email reply confirming that cancellation I get an encrypted email requiring some kind of registration.
  Meanwhile I am being charged by the utility company HomeServe represents.
  I want written confirmation that this policy, agreement whatever that I never requested in cancelled. I do not want to be chareged for it. The service agreement number is *******.
  I want written confirmation that the coverage is cancelled in an email or letter
  I did not choose HomeServe coverage and DO NOT WANT IT.

  

  Business Response

  Date: 05/26/2023

  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.
  
  In response to the
  complaint, a member of HomeServe's Office of the President thoroughly
  investigated the issue. They attempted to contact Mr. ******** on May 17, 2023,
  but unfortunately, the call went to voicemail, and a message couldn't be left
  as the voicemail was not set up. Our records indicate that Mr. ********
  enrolled in Water Service Line coverage by post on August 8, 2008, and in Sewer
  Septic Line coverage by telephone on May 22, 2012. If Mr. ******** wishes to
  speak with the OTP member, we can provide the recorded enrollment call.
  Regarding Mr.
  ********'s request to cancel the Water Service Line and Sewer Septic Line
  coverage, this request was processed on April 27, 2023, and an email
  confirmation of the cancellation was sent. A follow-up email confirming the
  cancellation of the coverages was also sent to Mr. ******** on May 4, 2023.
  We appreciate your
  bringing this matter to our attention and allowing us the opportunity to
  respond.

  Customer Answer

  Date: 05/31/2023

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

  I did not sign up for HomeServe in a "post" in 2008 as they claim, did not execute a contract over the phone in 2012.

  My phone accepts and records voice mail all the time and their claim that it doesn't is erroneous.
  
  
  
  Sincerely,
  
  
  
  ******** ********

  

  Business Response

  Date: 06/09/2023

  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.
  
  In
  response to the rejection, a representative from our Office of the President
  ("OTP") has provided the Attorney General with the necessary
  documents, including Mr. ********'s signed enrollment form for Water Service
  Line coverage dated August 8, 2008, and the recorded enrollment call for Sewer
  Septic Line coverage made on May 22, 2012.
  Mr.
  ******** has acknowledged the validity of the enrollment through the Attorney
  General agent. We appreciate your attention to this matter and the opportunity
  to address it.

  Customer Answer

  Date: 06/20/2023

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

  Sorry for delay but complaint #******** has been resolved.

  Thank you.

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

• Initial Complaint

  Date:05/16/2023

  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.

  Been paying homeserve the sewer and water protection amount for the last few years. Now I am having an issue with a leaking sewer pipe. The sewer pipe is near my sump pump and recently been noticing a bunch of sewer flies. Tried to get rid of them but they keep coming back. I told homeserve they sent someone and did a smoke test on my vent in my roof. I kept telling them the issue was with the sewer the smoke just vented out of a vent upstairs and they said no leak. They are a huge scam. I have raw sewage seeping into my garden and into my sump pump. They refused to do a camera test so I went ahead and did one. And it showed heavy corrosion and belly collecting water in the pipe. Now I am trying to get them to replace but of course they are refusing . This company is a scam I have a policy and they should be paying out if it is a clearly leaking pipe.

  

  Business Response

  Date: 06/05/2023

  We are in receipt of the
  complaint filed by Ms. ********* and regret to learn of her dissatisfaction.
  HomeServe USA places our customers at the heart of everything we do and
  considers customer satisfaction of utmost importance. We take customer
  complaints seriously and are working with Ms. ********* to resolve the issue to
  her satisfaction.
  
  We appreciate you bringing this matter to our attention
  and giving us the opportunity to respond. 
  We welcome Ms. ********* to reach out to us with any further concerns.

• Initial Complaint

  Date:05/15/2023

  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.

  Until 9-15-22 I had the Sewer coverage through HomeServe along with a few other services offered. Plan number *********
  
  For some reason my service was canceled in September 2022. After speaking to a few different representatives, I have received 4 different reasons as to why it was cancelled and none of them are accurate and nothing has been resolved.
  
  Reasons my account was canceled without my knowledge or consent:
  1) ** *** *** Cancelled my account with Home Serve
  - I contacted ** *** *** and they do not have the authorization to cancel my account.
  
  2) My HomeServe account was past due and was canceled and the outstanding balance was written off.
  - The HomeServe charges were on my ** *** *** bill every month and paid EVERY month (please see attached bills)
  
  3) I had some special billing with ** *** *** and that cancelled it somehow.
  - I have never had any special billing on my ** *** *** account ever.
  
  4) My ** *** *** number is no longer active.
  - My ** *** *** number has not changed and has been active for several years. (Please see attached for account number from before I my service was canceled to present)
  
  I have re-enrolled in the services except for the Sewer coverage. I was told I cannot re-enroll because I have a preexisting issue. However, this issue was discovered and partially addressed on more than one occasion by someone from HomeServe. I would like to be re-enrolled and fully covered on the sewer service as the cancellation should not have occurred in the first place.
  
  When I asked a representative if there was anything they could do, I was told they could not because its been too long. I was never notified it was late because it wasn’t.
  
  I have included copies of bills showing payment for services that were not past due leading up to 9-15-22 as well as October and my most recent bill to show the same account number.
  
  All I want is to be reinstated for External sewer coverage and the charges to go back on my gas bill.
  
  I was emailing back and forth between someone but now I have heard nothing back since 5/9/23

  Customer Answer

  Date: 05/22/2023

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

  Thank you for your assistance.

   

  The issue has been resolved.

   

   

   

  Thank you again,

  Patrice S 

• Initial Complaint

  Date:05/10/2023

  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 4/21/23 a claim was filed with HomeServe my warranty company. The claim was filed to investigate/repair
  the plumbing leak on the existing piping/stop valve above my water heater. ****** plumbing was dispatched
  on the same day for the work, with an appointment scheduled on 4/24/23. Prior to ******’s arrival on
  4/22/23, HomeServe was contacted again with another request for the plumber to investigate the hot water
  pressure in the master shower. HomeServe added this to the existing claim.
  
  ****** (Dean) arrived on 4/24/23 at approximately 1PM. The first item he repaired was the plumbing line
  above the water heater. Since the repair, it appears to be holding and no longer leaking. The second item was
  within the master shower. While attempting to remove the handle to access the valve and piping the allen
  screw was stripped. He was unable to remove the handle due to stripping the screw and push/pulling rather
  hard on the handle, which resulted in the damage to both the handle and valve. HomeServe sent another plumbing company to investigate damages and provided a quote for repairs (attached).
  
  I feel both HomeServe and ****** have both a legal and financial obligation to repair the damages. ****** was the representative of HomeServe and elected to move forward on the repairs as added to the existing claim. Regardless of what may have been initially covered, damage was caused and has not been corrected. The plumbing company who investigated the repairs/damage is who we feel comfortable with at this stage due to all the unknowns with ******.
  
  Claim was initially filed against ****** but after speaking with BBB of ****, it was determined this should be filed against HomeServe as I am doing today. That claim and all associated notes are attached for review.
  
  Regards,

  

  Business Response

  Date: 05/24/2023

  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 working with Mr. ***** to resolve the issue to his
  satisfaction.
  
  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: 05/25/2023

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

  I have been in contact with the business over the last 2 weeks.  The response sent to BBB appears to be a standard canned response.  This complaint is still pending resolution.  

  On May 16th HomeServe (individual assigned) contacted me via phone and wanted to send the plumbing company who damaged my home back out.  However, based on all previous discussions, I did not want this contractor back in my home due to the damage they created.  We do not feel comfortable with them doing any work within the home.  Since that time, all correspondence/communication has been initiated by me (homeowner).  I was informed they would go back and speak to their team to see what could be done and would reach back out to me *** Monday the following week.  Unfortunately, they did not.  I contacted them again on May 24th to see where the resolution is, if they have a timeline, etc.  I was asked to provide any pictures video I had, which I did (again) as it was already uploaded within the complaint.  I am not understanding why HomeServe is not able to download the items uploaded as I can on multiple devices.

  I e-mailed the individual yesterday afternoon (5/25) even more information, to include the second contractor sent to investigate damage (report provided) willingness to make repairs upon HomeServe's authorization.  I have continued to ask them to hold pending resolution between the homeowner and warranty company.  Therefore, this complaint is still valid and pending the company's willingness to work an existing customer.

  Inevitably, the response provides little to no value as the customer is being proactive to communicate, provide information, and request the second contractor to repair the damage created by their technician they initially sent.  Therefore, until they are able to communicate the resolution in a timely manner and resolve the issue, the business has not made more than a minimal effort to work with me outside of a phone call and look into it.  Matter is still open and customer satisfaction is well below the average within the industry.

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

  

  Business Response

  Date: 06/08/2023

  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 member of HomeServe’s
  Office of the President conducted a detailed investigation of the issue and as
  a result, called Mr. ***** on June 6, 2023. The agent offered Mr. ***** a
  one-time payment to cover the costs of replacing the shower handle valve. Mr.
  ***** accepted the payment as a resolution.
  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: 06/08/2023

  Better Business Bureau:

  Based on several conversations with HomeServe over the last month, we finally came to an agreement that the shower repairs in the amount of $900.00 would be covered.  Monies to be provided by HomeServe directly to homeowner.  The homeowner, (*********** *****) would then make arrangements for repairs directly with a plumbing company.  The release was notarized and sent back to them today.  As a result of the investigation I firmly believe the outcome redeemed "customer satisfaction."

  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:05/10/2023

  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.

  My mom has had homeserve for several years. Today she called homeserve to get a repair on her hot water heater, homeserved called a company to come for the services and repair - service was provided and she was told she needed a new hot water heater - homeserve is providing a $1000 for service however the company homeserve used is charging $1500. unfortunately my mother can not afford the additional money which is why she has homeserve - I called customer service to ask about having someone else to possible come out and provide another quote. I spent over an hour on the phone. I talk to someone (homeserve rep) who told me that they do 2nd and 3rd quotes and told me to speak to a repairs manager - when I got to the speak to them - 1st - told me something about getting someone else outside of homeserve to do it, which didn't make sense because she wouldn't be able to the benefit of using homeserve and the second one (Cassandra) called and was helpful but we found out that the company homeserve uses doesn't provide payment plan options. I know Homeserves has millions of people that they help, I don't find it equitable to only get one company option for repairs when it's homeserve job to provide their customers with an affordable options. My mom can not afford the additional $500 dollars.

  

  Business Response

  Date: 05/19/2023

  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.
  
  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 and emailed Ms. ****** on
  May 11, 2023 to request account information for her mother. Once Ms. ******,
  mother’s account was located, it was determined that the out-of-pocket cost had
  been approved. The repair has been scheduled for May 24, 2024. As a
  long-standing, valued HomeServe customer, we would like to offer a contribution
  to the out-of-pocket costs. However, we have been unable to contact Ms. ******
  to converse. We welcome Ms. ****** to contact us directly to discuss further.
  
  We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond.