Complaints
This profile includes complaints for HomeServe USA Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 956 total complaints in the last 3 years.
- 343 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/06/2023
Type: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.
There are numerous challenges in filing this complaint however it needs to be brought to the intention of not only BBB but *** too. Firstly when homeserve corporation are selling their
Products it sounds like the most economically purchase, However to find out that they donor cover the product in which they advertise!!!! They should do ,ore research in their product when selling these warranty or services to the home owner before selling their guarantee. Only to no fault of the purchaser to find out that what they have been paying for is not covered, and needless to say to no fault of the business in which they send out to fix the homeowners problem. I had an issue with my drains etc sinks, toilets, being slow to drain in my house. So because I have been paying many many years for the homeserve service which stated they covered water, sewer lines, I gave them a call. When the business The plumbing service arrived * *** * ********** ******** they were very thorough and professional worked diligently to repair my problem from the inside first, however when going to check my
Sewer line outside they found out that my pipes were old, and not even I am not exactly sure of the terminology, long story short when they sent in pictures Honeserve preceded to infirm me to call the people who installed my pipes EXECUSE ME!!!! How was I to know I had this problem! I am not the original owner of the home this house was built in late 60’s early 70
They are the ones who sold the goods and services and warranty, They should honor and stand by their word!!! If they are selling a product it should be up to the merchant toi spect and make sure that what they are selling or to whom they are selling it to meets their criteria!
.
Business Response
Date: 04/20/2023
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.
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. ******* by phone on April
7, April 12, and April 19, 2023. A letter requesting contact was sent out and
we encourage Ms. ******* to reach out with any further concerns.
We
appreciate you bringing this matter to our attention and giving us the
opportunity to respond.Initial Complaint
Date:04/06/2023
Type: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 canceled my service with homeserve 2 weeks ago they said they have no record of it. They took 71.00 out of my bank. A day later I spoke to andrew and they cancelled my account but only refunded me 8.00Business Response
Date: 04/19/2023
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 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 19, 2023, and offered Ms. ****** a one-time
courtesy payment of $75.00. Ms. ****** accepted the offer and confirmed 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: 05/01/2023
***** ***** ****** *********************
***** ******* *** ** **** **** **
*** ********** ***********************
******** *** *** **** * *** ******* **** *** ******* *********** ********* ********* *********
This case has been closed and Home Serve refunded my money...Thank You
***** *** ******
Initial Complaint
Date:04/04/2023
Type: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 Water Heater Repair and Replacement Service from HomeServe in 2018. I have been paying my hard earned money.....$7.45 as month for this repair and replacement service for 5 years. On March 18, 2023 we discovered that our Water Heater was leaking so I filed a claim with HomeServe Repair Hotline 1-833-500-2624. HomeServe informed me **** ***** ******** accepted the job and would be in contact with me. On Tuesday March 21, 2023, I called HomeServe again told them **** ***** did not contact me. They contacted him and he said he would stop on Wednesday March 22, 2023 to look at the tank which he did. He said that I need a new tank. He said he would get me scheduled for March 30 or March 31 after a gas line project. Well those dates passed, and I never heard from Bill, I texted him on April 3 and April 4 and still no response. I called HomeServe again on April 4, and they apologized and said they would call Bill, I asked if they could assign it to another contractor to get someone out ASAP, and they told me they couldn't. We been cleaning up water in in our basement for over two weeks. I am beyond frustrated. I am seeking a full refund of the money I paid to HomeServe from 2018 to 2023, so I can find my own responsible, responsive plumbing contractor.Customer Answer
Date: 04/14/2023
*******
Before I provide a statement for the BBB complaint, I wanted to pass along a heartfelt THANK YOU to you for the way you handled our leaking water tank issue. We were dealing with this issue for over 2 weeks without any action from HomeServe or the contractor, a lot of apologies in that period, but no one having the courage to care. You changed that. I don't know what superpowers you possess or the tools you have in your tool kit to get the issue resolved in 2 1/2 days, but you did. Thank you again for providing us with an exceptional customer service experience.
I think the below statement is what you were looking for to close out BBB complaint, but feel free to include the any/all of the above statement as well.
I am 100% satisfied with how the HomeServe Office of the President resolved our complaint. Thank You ******!
Kind Regards,
*** ******
Initial Complaint
Date:03/31/2023
Type: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 constant push from ********** ***** *****, I subscribed to the exterior line service from Homeserve to protect my water line between my home and the water meter. On Nov 27, 2022 I opened a service request with Homeserve due to a water leak detected by ***** They in turn contracted *** ******** to perform the repair job. They repaired the water line but did not perform the site restoration in an acceptable manner. The concrete work I have requested be performed by a professional and I you can see in the photos, it is not only subpar work, it is a hazard and an eye soar. I have requested *** and Homeserve to fix the issues multiple times with their final decision on April 30, 2023 that the work is "good enough" to meet their contractual requirements. I am requesting they fix my liability which is the neighborhood sidewalk condition which is what the homeowners association will look to be to resolve. As you can see in the attached photos, it is a liability for me.Business Response
Date: 04/13/2023
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 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.Initial Complaint
Date:03/30/2023
Type: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 pay to have insurance on my sewer line outside with this company they had a plumber come out and camera my sewer line and found issues with the line that need repaired HomeServe has not authorized any work to be done yet when my policy covers this sewer line and they got the footage from ****** plumbing showing them the issues with the sewer line every time I call I get a different answer when all the information is suppose to be in the computer I have a family with a 7 and 5 year old I don’t need the sewage to back upBusiness Response
Date: 04/07/2023
We are in receipt of the
complaint filed by Mr. ***** and regret to learn of your 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 conducted a detailed
investigation of the issue and as a result, called Mr. ***** on March 30,2023
and apologized for the delay in service. As a courtesy, Mr. ***** was offered
$150.00, for the delay in service. The
OTP member advised that the repair had been approved and the repair was scheduled
to begin on April 5, 2023. The repair is
currently in progress.
We
appreciate you bringing this matter to our attention and giving us the
opportunity to respond. We welcome Mr.
***** to reach out to us with any further concerns.Customer Answer
Date: 04/12/2023
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:03/28/2023
Type: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.
Both my husband ***** ###-###-#### and myself ###-###-#### have called HomeServe a couple times regarding a claim for a water heater service claim from December 2022 where **** ******** in ******* ***** ****** came and repaired. **** contacted us last week stating that Home Serve had not paid them and when they called Home Serve phone number they were blocked. It was a $333 bill that Home Serve states they paid via credit card on 3/16/23 ending in **** * but **** ******** states they have not received any payments and now we are forced to pay ****. I stopped my ***** ***** automatic payments on 3/22/23 and cancelled my
nine different policies that took out in October 2022 with HomeServe as I felt the business could be a fraud and they were not reputatable. I filed an incident with ***** ***** but I don’t believe they can do anything since it is insurance. **** had not submitted a bill to me as they submitted to HomeServe. **** ******** contact is ###-###-#### ****** or ****** ****. Thank you.Business Response
Date: 04/06/2023
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 conducted a detailed
investigation of the issue and as a result, called Ms. ********** by phone on March
30, April 5, and April 6, 2023. A letter requesting contact was sent out and we
encourage Ms. ********** to reach out regarding any further concerns.
We
appreciate you bringing this matter to our attention and giving us the
opportunity to respond.Customer Answer
Date: 04/15/2023
Complaint: ********
I am rejecting this response because:1) HomeServe claims to have made full payment to **** ******** in ******* **. **** ******** accepts credit card payments via their credit card machine--****** **** states she never used her credit card machine or received any monies for the total water heater repair of $333 on March 16th, 2023.
2) Home Serve left a message with phone number, when I called it, I was unable to reach or speak to anyone concerning my unpaid claim.
3) My husband and I had to personally pay **** ******** ourselves since it had been over 3 months without any payment from HomeServe.
4) I requested HomeServe disclose their financial records that provide proof of sending full payment to ****--they denied and stated they could not provide this.
5) I requested HomeServe to provide a good phone number for **** ******** to reach them--Home Serve declined and stated that was an internal phone number for only businesses. **** ******** states they made repeated attempts to call HomeServe but their phone was blocked by HomeServe.
6) HomeServe provides false testimony (verbal) stating they made payment when did not.
Sincerely,
******* **********Business Response
Date: 05/01/2023
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:03/28/2023
Type: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 am trying to obtain an exterior line protection plan on a property I purchased on Feb 16 2023. I have tried since that date to start the coverage plan in my name and continue to be told that there is still a plan in the previous owners name. The previous owner has made several attempts to cancel the plan and is told each time that the plan is canceled. I continue trying get this plan in my name and each time I am told they cannot do it because it is still in the previous owners name. The previous owner originally canceled this plan in October of 2022. I have also emailed copies of the current deed with my name on it as proof of ownership and still nothing has been resolved. This has been an ongoing issue for 6 weeks now.Business Response
Date: 04/07/2023
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 (“OTP”) conducted a detailed
investigation of the issue and as a result, called and emailed Ms. ******* on April
7, 2023, and informed her that the previous homeowner’s coverage had been
canceled and she could enroll in coverage.
We
trust this response satisfactorily resolves Ms. *******’s concern. We
appreciate you bringing this matter to our attention and giving us the
opportunity to respond. We welcome Ms.
******* to reach out to us to complete her enrollment.Customer Answer
Date: 04/12/2023
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:03/27/2023
Type: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.
A couple of years ago I entered into a service contract with HomeServeUSA for insurance on my outside gas line. For almost a year I’ve attempted to cancel that contract via the phone number they gave. Each time I spoke to an agent and they told me they had canceled it, but they didn’t and I am still getting billed for $5.95 ea month. My account # is***-***-**** It’s truly maddening and criminal what they are doing. They are liars and cheats! Their phone number is ###-###-####. I was also advised to text them to cancel, and when I did that, I got another phone number! Please follow up on this complaint! Thank you. If there is any other agency I should contact, please pass that in to me.Business Response
Date: 04/06/2023
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 conducted a detailed
investigation of the issue and as a result, called Ms. ******** by phone on March
28, March 31, and April 6, 2023. A letter requesting contact was sent out and
we encourage Ms. ******** to reach out regarding
any further concerns.
We
appreciate you bringing this matter to our attention and giving us the
opportunity to respond.Initial Complaint
Date:03/27/2023
Type: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 March 7, 2023 a Homeserve plumbing contractor discovered an issue with the kitchen sink drain line and the pipe needs to be replaced. They called into HomeServe for an authorization to do the pipe replacement and it's been more than a week. I have been without the use of the kitchen sink for the entire time.
UPDATE
It's now March 25, 2023 and the issue from March 7, 2023 has not been fixed. HomeServe is squabbling with the plumbing service over the cost of the repair. In the meantime I am still without the use of the kitchen sink. Homeserve wants to send another plumber for another opinion. I pay monthy through the local water company for this coverage and I don't understand why this claim is being held up or why I've been caught in the middle of the dispute between Homeserve and the plumber for the cost of repair.Business Response
Date: 04/06/2023
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 March 27, 2023. Following a second opinion
diagnosis on March 28, 2023, HomeServe approved the estimate for the repair and
the job was deployed to United Plumbing. The repair was completed on April 5,
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.Customer Answer
Date: 04/10/2023
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:03/27/2023
Type: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 called homeserve out to tend to a interior plumbing issue jan 3rd. Which ended up not being a plumbing issue. It was a foundation issue. So they couldn't help us. So we called them back out on a drainage issue march 25. Only to find out they couldn't service our call. Because you only get 2 service calls a year. Which they will never tell you. The call I made jan 3 was counted against us. The guy was literally in our home less than 5 minutes. To tell me it wasn't a plumbing issue. But that call counted against us. If it sounds to good to be true. Then it probably is! We just want people to know what they won't tell you. Make sure you know you actually have a plumbing problem. Cause it could cost you your hard earned money every single month. Not to get a service you paid for year after year month after month. We used this company for well over 5 years. And have recommended it to others. Only to get shady treatment in a time of uncertainty and hardship. So people PLEASE know if they come out 2 and do absolutely nothing. Then that's all you get in a year's time. I'm telling you because they won't. In over a 5 year spand of time between 2 different homes. Making monthly payments. And not being able to get the coverage we paid for. On a technicality seems a little shady! Thanks a bunch homeserve. It was to good to be true. People pay attention and weigh your options. The money we spent could of payed for that problem 100 times over. It's probably best just to put money to the side for emergency fund of these types. You live and you learn. Thanks a bunch homeserve!Business Response
Date: 04/03/2023
We are in receipt of the
complaint filed by *** *** **** ***** ******* and regret
to learn of their 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 as a result, called Mrs. ******* on March 30, 2023, and offered
clarification of coverage regarding the number of service calls provided by her
canceled Internal Plumbing and Drainage coverage. OTP informed her that
HomeServe would not provide an additional service call. Mrs. ******* accepted
this outcome.
We
appreciate you bringing this matter to our attention and giving us the
opportunity to respond. We welcome Mr. and Mrs. ******* to reach out to us with
any further concerns.
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