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
- 959 total complaints in the last 3 years.
- 342 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:03/23/2023
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.
I hold a service contract with HomeServ thru *** ****. for several years. The service warranty agreement is for a water heater replacement. if the said unit leaks or fails to operate properly repair or replacement will be handled in a prompt, reliable manner based upon a letter from Mr. Andrew W*****, SVP Customer Service.
In early March 2023, I contacted HomeService Repair at the toll free service number that they provided and was told that their subcontractor Hers & His Plumbing would contact me for a service call at my home location.
They contacted me and said that they could make an appointment at my home on March 14th. Almost 10 days after my initial call for prompt service. On the 14th a service truck arrived reviewed the leaking water heater, took photos and would file a report with HomeService to get clearance to proceed with the replacement. It is now March 22nd and I have yet to receive a call, text or any other communication to schedule the repair for the service replacement!
Today I contacted HomeService again, and they advised (after waiting at least 15 minutes online to speak with a Service Representative), only to tell me that the repair is still pending approval and that he had no additional information regarding the claim or scheduling was available!
Needless to say that this was not professional and totally unsatisfactory to me!
I advised them that they need to respond to this issue within 5 business days or I would file a formal complaint with the ******* ********* ** ***** and the ******* ***** **********.
I hope that and this complaint gets their undivided attention and that the service promised is handled in an expedient manner!
All I want is for them to honor their agreement ASAP!
Business Response
Date: 04/11/2023
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:03/21/2023
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.
IN JULY OF 2017, I PURCHASED FOR $9,750.00 AND HOME SERVE INSTALLED A NEW BOILER SYSTEM ***** FURNACE MODEL # **************. THE UNIT IS UNDER WARRANTY. I ALSO HAVE AN ANNUAL SERVICE AND REPAIR AGREEMENT FOR WHICH I PAYED OVER $652.12 THIS PAST YEAR AND ADDITIONALLY PAID IN FULL FOR EVERY YEAR SINCE 2017. A COPY OF THE CURRENT SERVICE AGREEMENT AND INVOICE FOR THE BOILER SYSTEM IS ATTACHED. I CALLED FOR SERVICE OVER TEN DAYS AGO AND WAS TOLD THAT THE ENTIRE BOILER SYSTEM HAD TO BE SHUT DOWN BECAUSE IT WAS DANGEROUS AND THAT THE HEAT EXCHANGER NEEDED TO BE REPLACED AND IT WOULD TAKE TEN DAYS TO GET THE PART AND IT WOULD COST ME $950.00 FOR THE REPLACEMENT LABOR EVEN THOUGH EVERYTHING IS UNDER WARANTY AND I HAVE A SERVICE AGREEMENT. MY BROTHER WHO IS NOT WELL LIVES IN THE HOME AND HE HAS BEEN WITHOUT HEAT FOR OVER TEN DAYS AND THEY CANNOT GIVE ME AN ANSWER AS TO WHEN THEY WILL RECEIVE THE PART. IT IS VERY COLD IN THE HOME. I AM MAKING THIS COMPLAINT BECAUSE THEY SHOULD HAVE BEEN ABLE TO REPLACE MY UNIT UNDER THE SERVICE AGREEMENT. I SHOULD NOT HAVE TO GO WITHOUT HEAT FOR THIS PERIOD OF TIME IN THE MIDDLE OF THE WINTER PLEASE HELP ME.Business Response
Date: 04/05/2023
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 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 March 24, 2023, and confirmed the repair was
completed 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: 04/06/2023
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.
A new unit was installed to replace the old unit. I have attached the information on the make and model for the new unit. I appreciate that Home Serve made good and finally provided a solution.
Sincerely,
*** *******Initial Complaint
Date:03/20/2023
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.
Called Homeserve for A/C service. On October 26,2022 a repair man came and stated unit can not be repaired it is "Condemned". He stated a new unit is needed at a cost of $11 to $12 K. The winter was coming so I refused to replace system at this time. Approximately 3 weeks ago I had another company come to get a second opinion. The new repair men said unit is not Condemned it needs a Fan and a capacitor. I agreed on repair and paid $850 dollars and unit is working fine.Business Response
Date: 03/31/2023
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. As such, an appointment has been scheduled for April 4, 2023, to inspect
the unit. We want to ensure that the
compressor is operational, not just the motor and capacitor that the
third-party installed.
We
appreciate you bringing this matter to our attention and giving us the
opportunity to respond.Initial Complaint
Date:03/20/2023
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.
In mid January 2023 I cancelled all Homeserve plans I had via ******** ******. I received 4 partial credits for the plans. But I have continued to be billed $10.99 per month for a sewer plan HomeServe says I do not have. ******** says the plan was instituted by Homeserve on 1/20/2023 after I had cancelled all business with the company.
I have contacted Homeserve three times and requested to speak with a manager per ********’s advice. ******** can not remove the billing nor issue a refund for the three months I have been billed. Homeserve says all plans were cancelled and there is no account.Customer Answer
Date: 03/21/2023
***** ***** ********** *****************************
***** ******** ***** *** **** **** **
*** ********** ***********************
******** ********
This is additional information provided by ******** who states HomeServe created a new service plan in January without my authorization. They suggested I give these codes to HomeServe but they wouldn’t put my call through to a manager who could take them.
Enrolled 1/20/23
Vender slrp1099
Sewer line plan
10.99
Customer Answer
Date: 04/04/2023
***** ***** ********** *****************************
***** ******* ***** ** **** **** **
*** ********** ***********************
******** ********the business has reached out and settled this complaint. They worked with others to insure the problem was resolved. I am dropping this complaint.
Initial Complaint
Date:03/20/2023
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.
Home Serve USA has taken two direct debits out of our bank account for a "repair plan" but no information, no documentation has been shared and we have no business/customer relationship with this entity. There was a transaction listed under "other payment" taken on 3/15/2023 for the amount $101.88. This transaction has been reported to the bank's fraud department. We are raising this concern because the bank saw that there was another transaction last year for $89 that was also disputed and recovered. The objective is to block Home Serve USA from helping themselves to our bank account funds. The bank noted the disparate withdrawals as non-routine and suspicious. Thank you in advance for any assistance you provide.Business Response
Date: 04/03/2023
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 pleased 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 Ms. ****** proof of
enrollment. As an acceptable resolution to this matter, the OTP member informed
Ms. ****** that she would receive a full refund of her 2022 and 2023 policy
payments. Ms. ****** 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.Customer Answer
Date: 04/04/2023
Better Business Bureau:
In response to Home Serve USA, the OTP representative acknowledged that last enrollment of record was in 2020. Furthermore, no authorizations were in place at any time, signed by me to allow payment from my bank account directly to Home Serve, nor were there any service agreements in place. It appears that Home Serve USA received a check payment in 2020 and utilized the printed information on the check to create electronic deductions. This is not an ethical business practice. Home Serve USA could not furnish written authorization for their electronic deductions at any point in time or proof of any service agreements beyond 2020. If Home Serve USA is sincere about customer concerns, particularly of this nature, I presume they will address these problems most expeditiously.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:03/17/2023
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 2/16/2023 I received a second increased water bill, suspected a leak-did toilet dye test on all toilets and checked the entire crawl space. I called my Utility co, and was told to call HomeServe (HS) -I have an Exterior Water LineService plan purchased through my utility in 2021. I called HomeServe on 2/16/23 and was told I would hear back end of day. Called again on 2/17/23 -informed that they do not have any contractors working in my area anymore. I was told I could get my own contractor and then submit for reimbursement but it would not be 100% and not sure what I would get back. I declined that route and was told they would get back to me end of day. No call. On 2/20/23-called my Utility company and was told to call HS again. I am a Dr. In a busy practice so next call to HS was 2/23/23-talked to a supervisor. Received a call 2/24/23-they found a handyman-he was coming AM on 2/25-never showed. Called him and he came out on 2/26 and said issue was at the washer hookup-never looked at water meter. Spoke with HS while he was at my home and requested he check the meter-was told by HS it was not necessary. I had my licensed plumber come out 3/2/23-problem was the water supply line. I also had Utility Co. check the meter-agreed it was the water supply line between the meter and the house. 3/2/23 -called HS-they want a second opinion from a plumber they hire-that company came from 76 miles away on 3/7/23-the problem was the water supply line between the meter and the house. It is now 3/17/23 and I am still waiting on a fix. Called HS 3/16/26-was put on hold while they reached out to the plumber-was told the company did not answer so HS sent an email. When I hung up I called the plumber- they answered and said they spoke with HS. Was told that their excavation team that replaces these lines is not in my area often but they would see what they could do. So HS is selling a product/service that they cannot provide in my area. That is illegal in my book.Business Response
Date: 03/29/2023
We are in receipt of the
complaint filed by *** ***** ******* 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 Team” conducted a detailed
investigation of the issue and as a result, called *** ******* on March 28th and offered a full reimbursement for the out-of-pocket cost. *** ******* accepted this outcome.
We
trust this response satisfactorily resolves *** *******’s concerns. 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.Customer Answer
Date: 03/29/2023
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:03/15/2023
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.
Re: Homeserve - I contacted Homeserve on Tuesday, February 7, 2023 informing them that my residential meter had been pulled by *********** ****** due to a gas leak. Through the course of many phone calls in which Homeserve call representatives were very accommodating, I was able to get a plumbing company to come to my home and inspect my gas line. After digging up the line the journeyman plumber informed me that he would have to contact his office because of a problem with the gas line. He later informed me that after talking with his boss and Homeserve that he would not be able to work on the line. At some point in the 40-year history of this residence; work was done on the gas line to the meter (street) and PVC was used to connect the underground portion of the line. I have lived here for 12-years and did not have any idea of the condition or construction of the gas line. Who would know that without digging up the line and inspecting it? The plumber told me that someone from Homeserve would be contacting me regarding the gas line. I received a call from a Homeserve representative informing me that Homeserve would not cover the gas line replacement. As you can imagine, I was shocked that I had been paying premiums for this insurance since September 1, 2019 specifically for my gas line. This replacement cost me $3,476; not counting shrub replacement and minimal lawn repair. My family was without gas (heat, hot water, and cooking) for 9 days during a colder-than-normal stretch in ****** *****. Although they say they are not connected, I also feel that *********** ******** aggressive marketing of this underground insurance for water and gas lines is an intimidation to get people (like me) that live in older homes to purchase the insurance. I contacted homeserve regarding this rejection and have not heard anything from them. Buyer Beware!Business Response
Date: 03/28/2023
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. We take customer complaints seriously
and are happy to report that the issue is resolved.
In response to this complaint,
a member of HomeServe’s Office of the President conducted a detailed
investigation of the issue and as a result, called Mr. ****** on March 28, 2023
and advised that the reimbursement request had been approved to cover the
out-of-pocket expense for the replacement gas line. Mr. ****** was satisfied
with the resolution offered.
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:03/13/2023
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 had to come here just to get a working phone number! Before this, I dialed all the numbers on their webpages. All I was trying to do was establish whether or not I have an account on line and there is just no way to do it. I called the number I found here ###-###-#### and was on hold forever. I got new bills today and I am trying to change my email address. As it relates to the actual phone number, when you are on hold after 4 minutes the message repeats continuously with no pause in between. "Thank you for calling HomeServe; please note that we are experiencing higher than normal call volume. Your call is important to us and will be answered in the order it was received." OVER AND OVER AND OVER IN A LOOP...#1 This has to be fixed; it will make you crazy and is acting like a deterrent to make people hang up. #2 There has to be a way to change your email address on line and to verify whether or not you even have an online account. The webpage asks for an account number but these service agreements only have Service Agreement Numbers on the contract, and not account numbers as they request on line....I am now afraid with my contracts and not being able to get in touch with them just to ask questions. It is up to 15 minutes now and the same message is still in a loop!!!Business Response
Date: 03/23/2023
We are in receipt of the
complaint filed by Ms. ***** ******* and regret to learn
of her dissatisfaction. HomeServe USA places our
customers at the heart of everything we do and considers customer satisfaction
of utmost importance. We take customer complaints
seriously and are happy to report that the issue is resolved.
In response to this complaint,
a member of HomeServe’s Office of the President emailed Ms. ******* on March
14, 2023, and explained that we were experiencing issues with our phone lines,
resulting in her inability to connect with a representative. OTP provided Ms.
******* with instructions for creating on online profile and updated her
account information at her request. Ms.
******* accepted this outcome.
We
trust this response satisfactorily resolves Ms. *******’s concerns. We
appreciate you bringing this matter to our attention and giving us the
opportunity to respond. We welcome Ms.
******* to reach out to us if we can be of additional assistance.Customer Answer
Date: 03/23/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** *******Initial Complaint
Date:03/13/2023
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.
DEAR MANAGER
HOMESERVE USA Plan #********
hi,
on 12/25/2022 i had no heat. I called a local repair guy. He charged me $299.41. please send me a reimbursement of $299.41. I am a long time member with you guys. I should not be required to wait for you guys until you're able to come.Especially , when there's an infant on premises.
thanks so much
***** ******
i can email you a copy of the receipt . upon requestBusiness Response
Date: 03/27/2023
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.
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: 03/27/2023
Complaint: ********
i have been contacted by Trisha S******.
i believe I supplied her with the required documentation.
but I haven't heard anything from Trisha S******.
can Trisha S****** please update me?
thanks
Sincerely,
***** ******Business Response
Date: 04/05/2023
I partially reimbursed him for noncovered expenses at his request. The check has been processed and can take up to two weeks for delivery.Initial Complaint
Date:03/09/2023
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.
Feb 22nd our electric line and meter was ripped off the house by a branch during an ice storm. We called the electric company to report it on Feb 23rd.
They showed up, cut the service line, then told us to call them back when the meter was back up and they'd reconnect us.
We called Homeserve right after that and started our claim. They sent an electrician out on Feb 27th. He was unaware of the extent of damage to the meter and riser, and told us that he had to put in a work order and get permits to do the work, then he'd be back to put the meter back up.
Before he left, he asked us to complete a survey that we would receive. I completed the survey, and about five minutes later I received another email from Homeserve saying the job was complete. I assumed it was for his visit.
We waited until March 6th, wondering what's going on. I called the electrician's company to ask for an update. I was told by Chase that he would ask his supervisor and that he would text me and let me know before 5:00pm. He never contacted me.
My wife called Homeserve today (March 8) asking about an update. They sent another electrician. He asked if the electrical box was covered too. I called Homeserve to ask, and was first told that they see that I pay my bill and my contract was closed with no explanation. I was put on hold and transferred to customer service. Then I was told that it was closed by the electric company, with no further information.
I called the electric company and was told that Homeserve only covers it if I have an electric account and that I had until the 28th of February to put my meter back up, or they close my account. I tried to explain everything and was told to call Homeserve.
I started my Homeserve claim in the 23rd of February. (which I was covered) We have been without power for two weeks. We have a five year old. We've been going through five gallons of gas a day running our generator just to flush toilets and keep the freezer going. Nobody has helped us.Customer Answer
Date: 03/09/2023
***** ****** ** ***************************
***** ********* ***** ** **** ***** **
*** ********** ***********************
******** **** ****** *****Hello,
I would like to cancel my complaint or mark it as closed, if possible. The company called me today, everything has been straightened out.
Thank You.
****** *********
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