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. has 34 locations, listed below.

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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  Unpublished Fresno, CA 93722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 7318 Albany, NY 12224-0318

• 

  Home Service USA Repair Management Corp.

  PO Box 2172, Binghamton, NY 13902

• 

  HomeServe USA

  Lincoln, NE 68501

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:03/01/2023

  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.

  The sewer line needs replaced in the basement (interior) and from the house to the curb (exterior).
  
  I have two service agreements with HomeServe (**** *** **** ************ ** *****) (###-###-####).
  One is for Interior Plumbing and Drainage (service agreement number ********) (Term: 12 months: start date: 03/10/22 & end date: 03/09/23). The cost of the Interior Plumbing and Drainage is $149.88 annually.
  The other is for Exterior Sewer/Septic Line Plus Restoration (service agreement number ********) (Term: 12 months: start date: 05/27/22 & end date: 05/26/23). The cost of the Exterior Sewer/Septic Line Plus Restoration is $107.88 annually.
  
  HomeServe continues to collect estimates from companies rather than approving the repairs to be performed. This problem has existed since 10/18/22 without resolution. Our home if filled with sewer odor & drain flies, and sewage backs up into our home.
  
  3 companies have identified that there is a break in the sewer line:
  HaynesPlumbing - ###-###-#### (invoice number *****) (worked performed by Christopher Q*****)
  ******** - ###-###-#### (work performed by Nick M******s)
  PHI - ###-###-#### (work performed by Derrick R***)
  
  ******** replaced one foot of sewer line, but all issues remain (odor, flies, sewage back up). In addition, **** Pros killed three bushes, left ruts in our front yard, and left a sink hole next to the wall of our home.
  
  ******* * *** ******** (###-###-####) texted images of the sink hole to HomeServe on December 31, 2022.
  
  H.S. sent *** to our house on 2/6/23 to run the camera through the sewer line.
  H.S. sent *** to our house on 2/10/23 to measure and create&submit an estimate for replacing interior and exterior sewer line.
  Estimate was submitted from *** to H.S. on 2/12/23.
  There has been no communication from H.S. since 2/9.
  There is a notation on the case (************-3) saying "Do not quote any cost. Job is not approved at this time. This job is under review by technical specialist."

  

  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. The network contractor is forwarding camera footage of
  the sewer/septic line which was performed 03/23/2023. HomeServe 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. 
  

• Initial Complaint

  Date:02/28/2023

  Type:Sales and Advertising 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.

  Received a letter from HomeServe thanking us for "choosing coverage" and enclosing our "service agreement," noting that our "coverage will automatically renew" and that charges will "continue to be conveniently charged" on our "********" bill.
  
  We do not have an account with HomeServe. The letter is addressed to "Home Owner." It's nothing but a fraudulent fishing expedition designed to rope in those who figure it must be true.
  
  Scam company.

  

  Business Response

  Date: 03/06/2023

  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. In addition, we offer our sincerest condolences in
  the passing of Mr. ******’s mother. 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, emailed Mr. ****** on March 1,
  2023, and provided him with proof of enrollment in relation to his dispute. Mr.
  ****** accepted this outcome and kept the coverage active.
  
  We
  trust this response satisfactorily resolves Mr. ******’s concerns. We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond. We welcome Mr. ****** to reach out to us with any
  further concerns.

• Initial Complaint

  Date:02/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an insurance plan since 1/24/2022 with Home Serve (Exterior Pipe Plan #*********).
  On February 4, 2023, I contacted Home Serve to report a flood in my home which was caused by the clean out drain pipe (external). They assigned a plumber who was not able to come out until Wednesday February 8, 2023. I had to contact a plumber on my own, since this was an urgent matter. [My home-owners insurance ******** would cover the internal damage caused by the clean-out drainage pipe.]
  I called Home Serve on Monday February 6, 2023 to report that the plumbing company they assigned the job to, was not able to come out until Wednesday February 8th! I informed them that I had to get a plumber out on February 4th to unclog the clean out. I also informed the Home Serve customer service representative that this company was “****** ********” who charged me $485.00, and found a crack in the clean out drain pipe. Home Serve informed me that they would find a different plumbing company to come out to my home. This company was ***** ***** **. They arrived on Tuesday February 7th, 2023. Upon arriving and examination of the drain, they contacted Home Serve, who denied any further action. According to the ***** ***** ** plumber, Home Serve’s reason for denial of my claim was that there was “no active” problem.
  I have reported this to my Homeowners Insurance- ********, who is footing the expenses for remediation of the internal damage caused by the cracked clean out drain pipe. Also ****** ******** gave me a quote of $7000.00 to repair/replace the cracked clean out drain pipe. I have attached the photos of the site which requires dig out and was marked by county officials as safe to begin dig. I also intend to provide the ********** ********** ** ********* with this information.

  

  Business Response

  Date: 03/08/2023

  We are in receipt of the complaint filed by Ms. ******
  *********** 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 Ms. ***********
  to resolve the issue.

  In response
  to this complaint, a member of HomeServe’s Office of the President conducted a
  detailed investigation of the issue and as a result, called Ms. *********** on
  February 28, 2023, and offered to send a contractor out to the house to provide
  a diagnosis. However, the customer already had a repair completed through a 3rd party contractor. Ms. *********** has agreed to send over additional documents
  for review for reimbursement.

  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:02/27/2023

  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 am the POA of my father's affairs. His name is *** ******* He currently lives in a memory care unit being cared for with dementia. The HomeServe company has been selling him policies he doesn't need on properties he no longer owns. When I called to resolve, they refused to speak with me on the subject. All I asked them to do was check public records that he no longer owns the properties at ** ****** ***** ********** ** ***** (sold on 5/13/21) or 25 Colonial Way, Attleboro, MA 02703 (sold on 8/22/22). They refused to look. Their response was "we could help you if your dad was dead." I would very much appreciate help getting this company to resolve the matter and leave a mark on their records that they are selling unneeded policies to dementia patients.

  

  Business Response

  Date: 03/10/2023

  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 conducted a detailed
  investigation of the issue and as a result, canceled the remaining active
  coverage on March 3, 2023. On March 10, 2023, OTP issued a refund of Mr.
  ******’s policy payments retroactive to the date of sale. Mr. ****** accepted
  this outcome.
  
  We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond. We welcome Mr. ****** to contact us with any additional
  concerns.

• Initial Complaint

  Date:02/24/2023

  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 washing machine at my address has been considered condemned twice after today’s technician examined it even though I had it repaired by another plumber that worked for Home Serve as a contractor. My contract with Home Serve is with **** ****** in ***** ********. I had this washer machine repaired and was working in good condition after I had to pay the technician independently on my own expense two years ago. Unfortunately, the only repair that needs replacing is the spinner parts. The other parts work great. I can’t afford to buy a new machine because I used the money two years ago to fix it since Home Serve condemned it unrepairable. Attached is the repair bill of 2021. ****** ********

  

  Business Response

  Date: 03/15/2023

  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
  February 27, February 28, and March 1, 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:02/23/2023

  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.

  On 1/9/2023 I called HomeServe when we had a sewage line backup into my home. Our downstairs was standing in a couple of inches of sewage backup. I called them every hour that day, waiting for a plumber to arrive which is covered by the insurance policy. None ever came and I was forced to call a local plumber at 5pm to do the work and pay $750 out of pocket, which I was told by HomeServe would be reimbursed since a HomeServe plumber did not call or show up and we were in an extreme emergency situation. I followed up to request a reimbursement and after several weeks was finally sent an online request to complete. After a few more weeks, we were sent a check for only $50 with no details as to why the full amount was not reimbursed. This was obviously extremely disconcerting so I called HomeServe to request the rest of the reimbursement because this was inadequate given the policy coverage clearly stated that the emergency was covered and a supervisor told me I would be reimbursed. HomeServe claimed that they were "doing me a favor" by even offering the $50 since snaking was not covered because the drain was accessed through the home however that is not articulated in the policy AND that is the ONLY access to the drain according to multiple plumbers - even the HomeServe plumber (who showed up 3 weeks later). Otherwise, they would literally have to dig into the ground and break the pipe. I explained all of this to HomeServe on 2/16/2023 and was told they would follow up with me but they have not and I assume are going to continue to fail to reimburse me as per my policy coverage. This policy was supposed to be in case of emergency and help my family, but instead has been an extremely huge disappointment and source of stress and frustration.

  

  Business Response

  Date: 03/08/2023

  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.
  
  In response to this complaint,
  a member of HomeServe’s Office of the President (“OTP”) called Ms. ********* on
  February 23, 2023 and acknowledged receipt of the complaint and confirmed that
  this was under review. The OTP member conducted a detailed investigation of the
  issue and as a result, emailed Ms. ********* on March 3, 2023 to advise that
  the remaining out-of-pocket expense had been approved. The check payment
  request was processed on March 7, 2023. The OTP member confirmed that an
  estimate from the network contractor was currently under review to determine if
  further repairs were covered under the Premier Exterior Line coverage.
  
  We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond. 

• Initial Complaint

  Date:02/23/2023

  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 am requesting a review of actions taken by Home Serve pertaining to my home air conditioner. On 13 Jul 22, my air conditioner at **** ******* *** ****** stopped working. I contacted Home Serve to initiate an emergency request for service and was told that they were not able to service the unit because technicians were not available even though this was my only unit at the residence. They did not provide any other options for me. I called them back on the next two days and received the same response. This is my primary residence that my wife (age 74) and I (age 80) live, and it was the middle of a ** summer. It was unsafe to be in a house without Air Conditioner during this time.
  On 15 Jul, I contacted another company (LIMRIC) to address the issue. They came promptly but there was extensive damage costing $14,104.03.
  I have been with Home Serve for over 16 years and paid for HVAC Repair Plan, In Home Electric Line Repair Plan, and Appliance Repair Plan coverage in the event anything is wrong with my unit. My AC was covered, and I would like to see a full reimbursement of what I paid to LIMRIC.
  Attached is a copy of bill which shows the amount I paid $14,104.03 for a new unit. Additionally attached is my utility bill (which show the plans) as well as the BBB Complaint form. My goal is to settle this complaint with Home Serve for the full amount of what I paid. You may contact me directly at ###-###-#### or email to discuss further. Thank you for your time and consideration.

  

  Business Response

  Date: 03/08/2023

  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.

  In response to this complaint, a member of HomeServe’s
  Office of the President (“OTP”) team conducted a detailed investigation of the
  issue. Mr. ***** called HomeServe on January 10th, 2023, to request
  reimbursement for the replacement of his Heating and Cooling system, which was completed on July 15th, 2022.

  The OTP member called Mr. ***** on March 1st, 2023, and
  advised that per the terms and conditions of his agreement, the request for
  reimbursement of the replacement system was not covered as there was no
  evidence that he called HomeServe to report the initial claim. In addition, Mr.
  ******* plan does not cover a replacement of the system, only repairs.  The Terms and Conditions of his service
  agreement state,
  

  “What
  will happen if We cannot repair Your Heat Pump/Cooling System and/or Heating
  System? If
  parts or refrigerant are unavailable, phased out or obsolete or We deem Your
  Heat Pump/Cooling System and Heating System beyond repair, We will provide a
  pro-rata refund, less any claims paid by Us.”
  And, “Line
  Exclusions: 3. Correction of, or reimbursement for, any repairs made by You or anyone
  You hire.”
  

  We appreciate this may not have been the outcome Mr. Major
  was hoping for. If there is any additional information which can be provided,
  we will assess any additional evidence. Thank you for 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:02/23/2023

  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.

  After the passing of my dad last year, this company continued to send letters addressed to my DEAD Father. Stating different various ways how and why coverage would not be provided. Although they were contacted at least 5 to 10 times by myself and my brother. Recieved another, today, 2 months before his passing anniversary. Good job, way to really drive it home for us that our father is gone. NOTHING seems to resonate that they do not need to contact us or my father again.

  

  Business Response

  Date: 03/02/2023

  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. In addition, we offer our sincerest
  condolences in the passing of Mrs. **********’s Father. 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, emailed Mrs. ********** on February
  24, 2023, and provided her an update on the Do Not Mail request. Mrs. **********
  accepted this outcome.
  
  We
  trust this response satisfactorily resolves Mrs. **********’s concerns. We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond. We welcome Mrs. ********** to reach out to us with any
  further concerns.

• Initial Complaint

  Date:02/22/2023

  Type:Billing 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 received a "Thank you" letter for choosing HomeServe USA dated February 16, 2023. I have never heard of this company, nor have I agreed or spoken to anyone from this company. I decided to call them to see what these charges are about, and I was told by the customer services rep (Chris W.) that I have been paying for this service since 2013. I asked for proof that I agreed to this in 2013 and he they will try to find but no guarantee. I then asked, why have I not ever received any statements or anything from them in the past, and how do they have my debit or bank number to bill. He stated it is billed to *** *** ******* and they bill me in the monthly *** bill. I then told him, I did not agree to this, and this is not transparent, I am being billed through another company in which their charges or invoices are basically hidden. I requested full reimbursement and all he could do is cancel the account. I am here wondering; how many people are they cheating this way. I would like for help in getting reimbursed, as well as guidance on a class action lawsuit. Companies like this need to be stopped in their tracks. Please help. Thank you, kindly.
  
  ****** *****
  A concerned single mother.

  

  Business Response

  Date: 03/07/2023

  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.
  
  In response to the complaint, a
  member of HomeServe’s Office of the President conducted a detailed
  investigation of the issue and as a result, called Ms. ***** on February 23,
  2023. The OTP member advised that according to our records, Ms. ***** enrolled
  in the *** ***e coverage by telephone on March 19, 2015 at 7:06pm. Annual
  renewal notices were mailed to the address on file. Ms. ***** disputed this and
  requested to listen to the recorded enrollment call and evidence of renewal
  notices which were mailed to her.
  
  On February 27, 2023, the OTP
  member emailed the information regarding the renewal notices and mailing dates.
  The OTP member requested a convenient time to call Ms. ***** so she could
  listen to the recorded enrollment call.
  
  On March 7, 2023, the OTP
  member called Ms. *****, to discuss the resolution and offered the opportunity
  to listen to the enrollment call.  Unfortunately, Ms. ***** advised it was not a convenient time, and
  requested a call back later in the week.
  
  We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond. We take customer complaints seriously and continue to
  work with Ms. ***** to resolve the issue to her satisfaction.  

  Customer Answer

  Date: 03/16/2023

  Hi Stewart,

  I just spoke to someone at the BBB and instructed me to connect with you regarding my case.  I would like to request that my case be re-opened and remain open until I get a resolution.  This case has not been resolved, in fact I had a ******** rep call me to discuss the matter, however, I had just had multiple surgeries on my hand and arm and requested that she call me back this week (she agreed).  I have not had a call-back this week from ******** and nothing has been resolved.  Please re-open my case, as I feel this is a fraudulent company and I really need you help resolving this matter, as I feel I am not the only victim out there. .  Thank you kindly for your help.

  

  Business Response

  Date: 03/29/2023

  We are in receipt of the
  complaint rejection filed by Ms. ***** and regret to learn of her continued
  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
  member of HomeServe’s Office of the President called Ms. ***** on March 28,
  2023. The OTP member confirmed that according to our records, Ms. *****
  enrolled in the Gas Line coverage by telephone on March 19, 2015 at 7:06pm. The
  OTP member arranged for Ms. ***** to listen to the enrollment call. Ms. *****
  continued to dispute that it was a valid enrollment. The OTP member advised as
  a courtesy, HomeServe would refund the premiums. Ms. ***** accepted the
  resolution offer.  
  
  We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond.

• Initial Complaint

  Date:02/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an Exterior Sewer/Septic Line Plus Restoration plan along with the same for the water line. Feb 19,2023 my sewer failed from my home to the village connection. I called emergency plumber immediately sunday who came out and tried to snake the main line. But couldn't no success - the line from my house to the village connection is broke (my portion not the villages that's clear). I called Homeserve Monday morning Feb 20th spoke to customer service raised to level 2 since it's critical - i have no toilet, no shower, no sinks as it backs up cause line is broke. They are still researching is what I get from CS, to find someone that will take their rates- basically they sold a plan and have no coverage. Then they call Roto-Rooter who was the plumber I had come out and they told HS that it's the main line from house to village that is broke and needs to be replaced. The person from HS closes out my case without even talking to me. I get it reopened again on Tues, gave them referral on Monday and Tuesday and told them again small region there is only 2 guys that can do this - i give them the name, the contact # and still no calls back from HS. I call in again and ask for a Supervisor becuz you can't speak to someone direct in deployment (no one reads note apparently there). They inputted the wrong # for my referral, I got that fixed. I tell them the referral has already been to my house, quoted and will have date to start shortly (within the next few hours) HS deployment is not doing their job. I have to have service, I can't go without a toilet or shower or sinks- terrible customer service. I start looking at reports and see Tom R**** is CEO- I've called the HS utility line to get a body to talk with (very nice woman and says I will send internal critical email). Tom as a CEO you can't be thrilled with how these folks are working, how they are doing their job. I literally have a provider that can do the work -got ahold of him Monday, came out on Tuesday and quoted- already placed the dig order in. I understand you have a fee schedule, but just say ok homeowner - you got someone great this is portion HS rates will pay from our fee schedule and you are responsible for remainder- fine but in this case you don't even have a contractor so you should be paying for all of it and escalating this process quickly since we have no facilities. How hard is this. I will raise this to the Attorney General of NYS if I don't hear from someone in next several hours. I've already laid out 1/2 the fee so the contractor can start as soon as they get the go ahead. Literally the biggest Scam - folks go with legit companies that have agents that you can speak with in an office. Many of my neighbors around me signed up and I'm telling them to now cancel - i will shout this to the rooftops do not go with HS- you can't get someone that can make a decision on the phone. Why are you selling riders in areas you have no contracted individuals with. Seems to me like a money grab and seems to me you are holding us hostage because a CS person told me that they wont' reimburse any or a portion of because if I go ahead it will violate T&C's. I don't think that's legal - pretty positive it's not. I need to be able to go to the bathroom- why are your folks not calling me back- what is going on here. This is not how insurance companies are supposed to work. So regardless I have to move ahead because this is critical and I will be filing a lawsuit and on top making sure others are aware to drop your coverage. Extremely disappointed, irate, upset, think about how you would feel if you couldn't go to the bathroom for 4 days now, or use water, or shower. Stop selling coverage if you can't do the work.

  

  Business Response

  Date: 03/08/2023

  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.