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 Emergency Insurance Solutions

  Unpublished Fresno, CA 93722

• 

  Home Service USA Repair Management Corp.

  PO Box 2172, Binghamton, NY 13902

• 

  HomeServe USA

  Lincoln, NE 68501

• 

  HomeServe USA Corp.

  PO Box 598 Little Rock, AR 72203-0598

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:04/25/2023

  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 took out Coverage with Homeserve through ******** ***** customer Service in 2021 . The coverage was to cover plumbing issues . I called them because my kitchen sink and dishwasher is clogged . Appointment was set up for 4/24/23 between 12 pm and 6pm. The technician from ****** ******** ( contracted by Homeserve ) came out and after questions he asked . He looked at my kitchen sink , didn’t even turn the water on and said he needed to call his boss . He went outside to make the phone call and next thing we know , the technician leaves and didn’t tell us anything. I called Homeserve and they claim I don’t have coverage for interior plumbing. I reviewed the coverage for Exterior Service line plus and it says interior plumbing and Exterior Sewer line . I don’t understand and couldn’t get anyone at Homeserve to tell me why it wasn’t covered . They just kept saying it wasn’t ,No why . I have been without use of my kitchen sink for over a week .I am 71 yrs old and don’t have the means to pay for a service that doesn’t cover what they say they do . This is not acceptable.

  

  Business Response

  Date: 05/05/2023

  We are in receipt of the
  complaint filed by Mrs. ****** and regret to learn of her
  dissatisfaction. HomeServe USA places our customers
  at the heart of everything we do and considers customer satisfaction of utmost
  importance. We take customer complaints seriously.
  
  In response to this complaint,
  a member of HomeServe’s Office of the President (“OTP”) conducted a detailed
  investigation of the issue and as a result, made several attempts to contact
  the Mrs. ****** by phone and email. To date we have had no response, we
  encourage Mrs. ****** to contact us to discuss resolution options.
  
  We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond.  

• Initial Complaint

  Date:04/24/2023

  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 signed up for HomeServe in November of 2022 due to the advertisement with my City Water Line that indicated I should get HomeServe because they covered sewer line issues that occurred outside of the home. I signed up for the sole purpose of protecting myself from a sewer line issue that I could not afford.
  
  In April or 2023 I began having sewer issues and contacted home serve to start a claim. They sent someone out to take a look and the scoped the line and found that the pipe was sheered off a few feet from the main line.
  
  HomeServe just came back and stated that they would not cover the repair because they only covered from the home foundation to the edge of the property.
  
  I am now being told I am on the hook for a 9000 dollar repair for a broken sewer line that is not apparently within my property, but the city says I am responsible for. My homeowners insurance will not cover it, the city will not cover it, and HomeServe snuck in fine print to get out of covering what they advertise coverage for.
  
  I am contemplating contacting the local news so that other Des Moines HomeServe customers can be aware of their bait and switch tactics to get money out of you.

  

  Business Response

  Date: 05/05/2023

  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. A member of
  HomeServe’s Office of the President (“OTP”) will remain in contact with Mr.
  **** until a resolution is reached.
  
  We appreciate you bringing this
  matter to our attention and giving us the opportunity to respond.

• Initial Complaint

  Date:04/24/2023

  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.

  On or about 10/9/22, we purchase a home warranty, including a pool warranty, through HomeServe. Our pool pump quit working, and on 3/9/23, I submitted a request to HomeServe for repair. I did not receive a response, and contacted HomeServe again on 3/11 and 3/13/23. On 3/14, I was given the phone number of an individual contracted to make the repair. I contacted this person, and was informed he lives over 200 miles away and would not come unless he would be reimbursed for travel expenses, which was denied. The issue with our pool had not been resolved as of 3/18, and since a freeze was in the forcast for that night, I replaced the pump myself. I contacted HomeServe and requested reimbursement for the pump and my labor. I was informed by email on 3/27 my claim was denied because I performed the repairs without authorization. I contacted the supervisor who sent me the denial of my claim by email asking who I could appeal this decision to, and did not receive a response. I paid $419.99 plus tax for the pump and I was charge a $75 service fee. I contacted HomeServe by phone on 4/3 and 4/11 requesting to speak to a supervisor and was told a supervisor was not available and one would contact me. As of 4/23, I have not been contacted.

  

  Business Response

  Date: 04/27/2023

  We are in receipt of the
  complaint filed by Mr. ***** and regret to learn of his dissatisfaction.
  HomeServe USA places our customers at the heart of
  everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously and are happy to
  report that the issue is resolved.
  
  In response to this complaint,
  a member of HomeServe’s Office of the President (“OTP”) conducted a detailed
  investigation of the issue and as a result, emailed Mr. ***** on April 26, 2023
  and offered to reimburse the out-of-pocket cost for the pump, and refund the
  Service Call Fee. Mr. ***** accepted the resolution offer and was advised to
  allow up to 30 days for the receipt of the reimbursement.
  
  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: 04/28/2023

  
  
  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:04/24/2023

  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.

  I purchased a HomeServe plan to cover my electrical equipment in 2014 and have been paying around $13.48 monthly ever since. On March 27, 2023 I contacted HomeServe who sent contractors arrived to fix the issue and agreed to do the replace the electric panel. I contacted HomeServe on April 3rd, 2023 and April 14, 2023 where they declined to cover the repair in our time of need due to a "bad installation." As the owner of this house for over 30 years, I've never had any issues or knowledge of a bad installation and the system has been working fine over the years until now. As retired senior citizens on fixed income, this plan was supposed to protect us against surprise costs. Instead, HomeServe refuses to approve the claim despite multiple appeals. It's a disappointment when these plans don't do what they're advertised. At the moment, I continue to have electrical outages that are most likely putting all electronics in my home in harms way along with a multitude of safety issues this causes for my wife and I in our old age.

  

  Business Response

  Date: 05/04/2023

  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 conducted a detailed
  investigation and as a result, called Mr. ***** and provided additional
  clarification regarding the repudiation of his interior electrical claim. On April
  27, 2023, at the customer’s request, OTP cancelled Mr. ******* active coverage
  and provided him with a refund of his policy payments.
  
  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: 05/09/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me. since they do not want replace my electric panel, they refund some money to me, I have to look for my own electrician to replace it on my own expanses. They have loophole in their insurance policy. As a long time insurance customer, i have no choice. From now on I do not want insurance for my home appliance anymore. I save some money for my appliance broken I fix it by myself.
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:04/20/2023

  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.

  For my elderly sister, She has waste pipe contract with HomeServ. She had a backup of waste in my basement. She called HomeServ and was not able to speak to anyone via their automated phone system. She is 75 years old. With waste building up in her basement, she called a plumber to fix her problem, her waste pipe was cracked. The Plumber inserted a shelve into the pipe costing $6000.00. My sister call HomeServ Customer Service and we wrote a letter to be reimbursed for the work, HomeServ denied her only offering $598.00. They said she had to contact them first, she tried but was unable to navigate their automated system. Now my sister is out $6000.00. The ad she saw to purchase the contract said HomeServe reimburses technicians for repair work. I believe their advertisement is taking advantage of the elderly my sister bought this contract to avoid these types of house expenses now she is out $6000 and can not pay her taxes. What kind of company does this to the elderly? That is a shame. No one should do business with this company

  

  Business Response

  Date: 05/04/2023

  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 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: 07/05/2023

  Had problem with Home Serve a few months ago. They agreed to refund 598.00. However it’s been almost three month and. I am still waiting on the paper work I need to sign. Off on. I have and my brother have repeatedly call them no one picks up and we leave messages about 10 so far no response. And when we call customer service then say they. Can not connect us to a live person in that department but will send them a note and they will call next day. The call never comes. First they took advantage of me an elderly sick women for 6000.00 because their automated system is complicated now they want to wait me out and hope I forget about the refundHome Serve. Offered and I accepted. Please help me, I don’t want to take they to small claim court at m6 age. Thank you

  
  

  

  Business Response

  Date: 07/17/2023

  We are in receipt of the
  complaint rejection filed by Mr. ********, on behalf of Ms. **** ******* 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 contacted Mr. ******** on July
  10, 2023 and confirmed that he accepted a monetary goodwill gesture of $598 for
  non-covered repairs. On July 11, 2023, documentation was mailed to
  the Ms. ******* and HomeServe is awaiting the return of this to process the
  funds.  The Mr. ******** accepted the
  outcome.
  
  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:04/19/2023

  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.

  on 4/14/23 I accidently dial the number to the contractor he returned the call I told him I missed dial he said that he was in the area and he can stop by he just wanted to see what was wrong I said okay, when he came he ask where was the light he went to the basement and ask if I had a braker or panel I said braker, he had a little flash light he then said he has to rewire my house, it is now 7:45pm I ask how long will it take I ask is it longer than 30min he said it could take up to 3hrs I said that is to long as I have to go get up at 4:30am to be at work for 7am that seemed to be a problem, he stood there bad talking the other company and I said that is not my concern, he got mad started saying that he is the owner of his company and he gets the ticket, he then called home serve and said the he don't want the job because I wouldn't let him do the light fixture in the evening most of all instead of being professional he called me queen, I was no longer comfortable with this guy in my house he is very big guy, this is after the other contractor came and said it is the LED light bulb, whatever he did the light no longer comes on, and he walked out other house said nothing I had to call the company and ask if he was done. the home serve supervisor decided to do as he pleased because one of the agents said I didn't want this company to return I did not say that that when I told him I will file a complaint on the company so he send the complaint to the office of the president stating that I made racist comment to another ******* ********, at this point I have no light in my basement and there is someone living in my basement. the light was flickering it no longer comes on and there's someone living in the basement.

  

  Business Response

  Date: 05/03/2023

  We are in receipt of the
  complaint filed by Ms. ******** ******* and regret to
  learn of her dissatisfaction. HomeServe USA places
  our customers at the heart of everything we do and considers customer
  satisfaction of utmost importance. We take customer
  complaints seriously and are happy to report that we have resolved this issue.
  
  In response to this complaint,
  a member of HomeServe’s Office of the President (“OTP”) conducted a detailed
  investigation of the issue and as a result, deployed a trusted network provider
  to address Mr. ********* interior electrical issue. On May 1, 2023, OTP called Ms.
  ******* and confirmed that the repair was completed, and that she was
  satisfied.
  
  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.

• Initial Complaint

  Date:04/17/2023

  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.

  Homserve replaced the original hot water heater (Slim & tall) in my house with a (Wide & short) one in Nov 2022, blocking the heating equipment behind it. I was out of country at that time. When I came back in Nov 2022, I found out that the heating equipment in the Utility room cannot be replaced without removing the hot water heater. I have complained to the customer service many times & requested to escalate the issue. However, no one is listening, and I am not getting any response.

  Customer Answer

  Date: 03/31/2023

  Please see the snapshot showing relation between PSEG and HOMESERVE. 

  

  Business Response

  Date: 04/17/2023

  This complaint is for  home service not ****** two different companies. please contact home serve 

  

  Business Response

  Date: 04/28/2023

  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 conducted a detailed
  investigation of the issue and as a result, emailed Mr. ***** on April 24,
  2023, and provided clarification regarding his November 2022 water heater
  installation. The OTP member confirmed, (after liaising with a technical Field
  Manager), that should the heating equipment need to be accessed, the water
  heater can be easily and temporarily moved.  As a courtesy, we also offered to send an
  additional Field Manager to his property to provide a secondary assessment for
  assurance.
  
  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:04/13/2023

  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.

  On April 11, 2023 called Homeserve because I thought my hvac condenser was covered in my hvac protection plan and to my surprise and shock it isn't, they told me after 7 years of carrying this plan they only cover repairs not replacement cost even though the technician said the unit was done so how do you repair something that can't be repaired and to add to my loss they informed me that if I pay the 3,850 dollar replacement cost and send the invoice I would only be prorated at the amount of 750 dollars and that's what you encounter when you trust that your hard earned dollars is going to a trust worthy cause

  

  Business Response

  Date: 04/27/2023

  We are in receipt of the
  complaint filed by Mr. ******** and regret to learn of his dissatisfaction.
  HomeServe USA places our customers at the heart of everything we do and
  considers customer satisfaction of utmost importance. We take customer
  complaints seriously and are working with Mr. ******** to resolve the issue to his
  satisfaction.
  
  In response to this complaint,
  a member of HomeServe’s Office of the President (“OTP) conducted a detailed
  investigation of the issue and as a result, called on April 19, 2023 to discuss
  the findings. Mr. ********’ Service Agreement states: “A one-time payment of
  $750.00 if parts are unavailable, phased out, or obsolete, or We deem Your Heat
  Pump/Cooling System or Heating System beyond repair.” The OTP member confirmed
  that the benefit amount covered up to $750.00 of the replacement cost of a new
  unit. However, because of the investigation findings, and as a valued and
  tenured customer, the OTP member offered a courtesy payment of $450.00 to
  assist with the out-of-pocket cost. The customer accepted this resolution offer
  and confirmed that he would like to move forward with HomeServe’s network
  contractor to replace the unit. Mr. ******** accepted that he would be
  responsible for the remaining out-of-pocket cost, which would be payable to the
  contractor before installation. The unit is scheduled to be installed on May
  10, 2023.
  
  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:04/12/2023

  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 reported a claim for my broken toilet handle through the automated system early Monday morning of 4/10/23. Someone called me back the same day to schedule an appointment with a local plumber. The quickest appointment was Wednesday the 12th. ******* *** gets to my home and says the issue is not covered and the cost was $120. He says I reported a toilet backup which i did not do!!!!! I reported toilet handle. If its not covered why would this place set me up an appointment??? I could have called another plumber to get the issue addressed sooner but since I pay for a service every month I thought I’d wait to not spend anything. They should not punish a customer for the failure of their automated system or the failure of the person who called and set the appointment for something not covered. i should have been told it was not covered the same day. This was my first time reporting a claim and this is ridiculous. First impressions are everything.

  

  Business Response

  Date: 04/25/2023

  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 has been resolved.
  In response to this complaint, a member of HomeServe’s
  Office of the President conducted a detailed investigation of the issue and as
  a result, called Ms. ******** on April 17, 2023, and offered a one-time payment
  of $120.00 to cover her out-of-pocket expenses. ******** accepted this outcome.
  We appreciate you bringing this matter to our attention and
  giving us the opportunity to respond. We welcome Ms. ******** to reach out to
  us with any further concerns.

• Initial Complaint

  Date:04/12/2023

  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 a service contract with this company that covers external sewer lines. I had a back up so i called a local plumber in the heat of the moment. A local plumber came out and snaked the sewer pipe and got roots out. He then took a camera into the pipe and showed me several locations where roots had broken through thd pipe which will cause continued blockage as well as leakage. Homeserve told me since i didn't call them first they wont cover anything for unclogging the pipe or perform any repairs to the pipe until it cloggs again. I can understand possably not covering all costs since i had a plumber that was out of network come in in my haste. But completely refusing to cover any repairs is a complete fraud in my view. Additionally refusing to perform needed repairs on a sewer pipe that is clearly seeping sewage into the ground due to cracks from root invasion is borderline criminal in my book.

  

  Business Response

  Date: 04/24/2023

  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 we have resolved the issue.
  
  In response to this complaint,
  a member of HomeServe’s Office of the President conducted a detailed
  investigation and as a result, called Mr. ********* on April 21, 2023, and offered
  clarification of his Sewer Line Repair coverage and reimbursement for the out-of-pocket costs of having his line cleared by a plumber he hired. Mr.
  ********* accepted this outcome.
  
  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.