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Business Profile

Water and Sewer Line Protection

HomeServe USA Corp.

Complaints

This profile includes complaints for HomeServe USA Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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HomeServe USA Corp. has 34 locations, listed below.

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    Customer Complaints Summary

    • 961 total complaints in the last 3 years.
    • 341 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/21/2023

      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.
      June 2021 we bought our home and purchased a warranty ourselves with HomeServe. We filed a claim for a broken heater on our pool and spa. HomeServe sent out a tech with **** ***** who they claimed was their very best. The pool company, **** *****, didn’t provide the part or repair on the initial visit saying the part was back ordered for 7-12 mos. Over the next YEAR the pool tech/owner gave us the run around by providing bogus updates on the part, etc. We would contact HomeServe who would say to wait patiently. We even tried to file a NEW CLAIM bc it was obvious to us this guy was suspicious but HomeServe wouldn’t allow it. For a solid YEAR we contacted HomeServe frequently letting them know there was no action on our side and requesting help and/or another company be assigned. When our policy expired we called to renew but asked for this ticket to be closed out and repairs made first and have seen no action. Over the last 8 months I have continued to call & ask to be escalated & continued to be told we would get a call and never hear back; not once. I always have to call back. & When I call in there are often no notes from my previous call. We paid our deductible for this part and service. This is absolute fraud and HomeServe has been aware of this fraud and has been culpable in this fraud as they refuse to make it right and take care of their customer. I have not taken legal or criminal action but am simply stating that this is the text book example of fraud…taking money for services or product never rendered. Now, today, February 21, 2023 at 11:30 am a HomeServe tech taking a remote call from her home as children could be heard in the background tells me (without ever connecting me to a manager) that HomeServe will not fix this bc their records show the part was delivered and repair made! Even though I can easily prove this is a lie. This is no way to treat people. This is not good business. We just want our pool heater and the proper repairs made…now!

      Business Response

      Date: 03/21/2023

      Good morning!

      Here is the response for complaint #********

       

      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 9, March 20, and March 21, 2023. 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. 

       

      Thank you for all that you!

    • Initial Complaint

      Date:02/17/2023

      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.
      Received mailing on 10/16/2023, stating that * ***** has chosen a service agreement with HomeServe. * ***** did not choose such agreement.

      Business Response

      Date: 03/02/2023

      We are in receipt of the
      complaint filed by *** ******* ***** and regret to learn
      of his dissatisfaction. HomeServe USA places our
      customers at the heart of everything we do and considers customer satisfaction
      of utmost importance. We take customer complaints
      seriously and are happy to report that the issue 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 February 20,
      2023, and offered to cancel his active coverage and issued a full refund of the
      policy payments. Mr. ***** accepted this outcome.

      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:02/17/2023

      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.
      I bought Homeserve USA Interior and Exterior electrical plans quite some time ago. Currently we have lights and power flickering anytime any heavy appliances are turned on. I am building facilities manager and have some electrical experience. I am certain the problem is at the meter box, which supposedly is covered. I initially call Homeserve in Jan 2023 requesting service. The first person that came out said he thought the problem was the meter box. The next day their dispatcher requested I have ******* power check their lines. I did and there was no trouble found. After weeks with no contact I again called Homeserve. They scheduled another visit for Jan 25 but did not show up. After a few weeks I again called. This time a different company came out and said the wiring was weak. No further contacts, no plans to fix, just blew us off and disappeared. Did not really check much, just tinkered around and blamed trouble on wiring. Never heard from Homeserve or their contractor again. I suspect this company is really just scamming us out of payment with no real intention of repairing anything.

      Business Response

      Date: 03/02/2023

      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 this 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 February 20, 2022, clarified
      the terms and conditions of his Exterior Electrical policy, and informed him
      that an upgrade from a 90-amp box to a 100-amp box was not a covered repair.
      Mr. **** accepted this outcome.

      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: 03/02/2023



      Complaint: ********



      I am rejecting this response because: The response is a lie and not accurate. Cara did not CALL me, she emailed and I did not accept anything. The issue per Cara was the wiring size, which is original from the original building of house and approved by inspectors. 

      She note to BBB that the issue id panel size, which is original. This is all an excuse. The first contractor that came out noted he was certain it was a problem with meter box. His dispatcher, after talking with Homeserve, requested I have ******* power out to check the supply wiring. The wiring checked out ok. That company never came back and never returned my calls. The second company they sent out after months of no action stated the wiring issue, which has been changed to a box issue which "would have been more efficient" . This is really a reason to get out of making promised repairs. They sold me a protection plan and like many others complaining to BBB, they try to weasel out of making repairs by feeding customers ** excuses. 

      Cara's emails and my responce are attached. 



      Sincerely,



      ******* ****

      Business Response

      Date: 03/15/2023

      We are in receipt of the
      complaint filed by Mr. ******* **** and regret to learn
      of his dissatisfaction. HomeServe USA places our
      customers at the heart of everything we do and considers customer satisfaction
      of utmost importance. We take customer complaints
      seriously and are happy to report that we have resolved this 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 February 20, 2022.
      Unfortunately, I was not able to reach the customer by phone and sent an email clarifying
      the terms and conditions of his Exterior Electrical policy which would not
      cover an upgrade to his Exterior Electrical line. HomeServe agreed to send a 2nd opinion to the home to provide additional information. The contractor went out
      to the home and recommended that the utility company pull the meter to check
      the city’s connections. HomeServe is awaiting an update from the utility
      company. Mr. **** has been updated on next steps.

      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:02/16/2023

      Type:Sales and Advertising 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.
      they scared my wife into signing up with them. they misrepresented themselves. and we were stuck having our account and money taken from us and did not know about it. they were preditory.

      Business Response

      Date: 02/28/2023

      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 the issue has been
      resolved.

      In
      response to this complaint, a member of HomeServe’s Office of the President
      (“OTP”) team conducted a detailed investigation. As a result, they called Mr.
      ****** on February 17, 2023, and offered a partial refund of the policy
      payments dated to the time the property was sold in 2020. HomeServe also
      provided Mr. ****** with a copy of the original, signed acceptance form, as
      proof of enrollment. Mr. ****** accepted this outcome.

      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: 03/20/2023

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

       

      can you change it to resolved and customer satisfied? they took care of the issue.

    • Initial Complaint

      Date:02/13/2023

      Type:Billing Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I received a bill for exterior water service warranty which I paid. First I was notified that the payment was overdue and I sent verification of prior payment from my bank on 2 occasions. I spoke with various employees and a supervisor. Next, I received a shut off notice for nonpayment. I have not received a call back or notification of resolution from the company.

      Business Response

      Date: 02/20/2023

      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. 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 Ms. **** on February 17,
      2023. The OTP member apologized for the misunderstanding regarding the
      cancellation and renewal notices, and verified that payment was received on
      February 2, 2023. Ms. **** was advised by the OTP member that the check payment
      had been processed and the account had been updated. Ms. **** was satisfied
      with the resolution.

      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.

      Customer Answer

      Date: 02/21/2023



      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:02/13/2023

      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.
      Homeserve provided a water line insurance on this property until the company was called, which they denied, and was told to discontinue the service last February 20222 by my daughter attorney, and I. Yesterday this company charged us a yearly charge of 89.00 on a ***** ****** **** they did not have the right to use ! I called them the morning of the charge and the insisted that they had the right. I asked how they had this NEW card number and the employee had no idea. This company is a complete scam!!!!! We are seeking legal action to recoup our monies which they do not want to return the entire amount of the illegal charge CC Lawyers. *** 1/11/2023 @ 6:27 AM past

      Business Response

      Date: 02/20/2023

      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.

      A member of HomeServe’s Office of the President has
      made several attempts to contact Mr. ****** to discuss the complaint. As we
      have not been able to reach Mr. ****** by telephone or email, we can confirm
      that a refund of $88.28 was processed on February 10, 2023, which covered the
      overpayment at cancellation. On February 15, 2023, the OTP member processed a
      gratuity of $1.48, which covered the remaining amount of the premiums debited
      from Mr. ******** credit card.

      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:02/09/2023

      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.
      Home serve is a insurance co. that protects water, sewer pipes in your home, inside and out. I’ve used them for 5- 10 years, paying them monthly for this period. I had a plumbing issue on the rental house and called them to find out that my account was suspended ie cancelled in October 2022 for non payment due to expired credit card.! I didn’t receive any notice to this fact ie e mail or ****. They told me they sent some thing to my tenant and she never notified me. Now I’m stuck with a 1000 dollar plumbing bill and a big mess. Why would they not let me pay the back premiums so as to reinstate coverage and help out a senior citizen in this regard ?

      Business Response

      Date: 02/16/2023

      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”) conducted a detailed investigation of
      the issue and as a result, called Mr. ****** on February 13, 2022. The OTP
      member advised Mr. ****** that she had reviewed the enrollment call for the two
      properties. During the call Mr. ****** did not mention that either property had
      a different mailing address. The OTP member confirmed that HomeServe had mailed
      two notices, to the property address, advising if payment was not received by
      October 24, 2022, the coverage would be cancelled.
      Mr. ****** disagreed with the
      cancellation process and requested to speak to a supervisor.

      On February 15, 2022, a
      supervisor called Mr. ******* and confirmed that HomeServe had followed
      procedure and mailed the cancellation notices to the property advise. As a
      gesture of goodwill for his previous custom, HomeServe are willing to offer a
      small gratuity, however, Mr. ****** did not accept that the process had been
      followed, and regretfully disconnected the call.

      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: 02/17/2023



      Complaint: ********.  this is totally unacceptable.  When enrolling in this contract a phone number and a e mail address was provided to this company or I believe should have been . And in regards to not distinguishing proper mailing address this again was never mentioned. I was totally shocjed to learn that his company did not bother to call, email, or notify me as I had been enrolled with coverage on 2 different properties. one is my primary address and the one a rental.   Why would they not notify me at both ?   I find this to be an egregious unacceptable business practice, I had been a customer of theirs for years and they totally ignored my need to know about this ridiculous cancellation.  I find their unwillingness to cover my bill another indictment of their irresponsible business practices.  Their procedure on enrollment of their customers is totally irresponsible.   A simple phone call or e mail would have sufficed and this wouldn’t have caused any issue.  That’s what all my other service providers and vendors €do. .

       

       

       

       

       

       

       

       





      I am rejecting this response because:



      Sincerely,



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

      Business Response

      Date: 02/27/2023

      We are in receipt of Mr. ******** rejection to our previous response
      and regret to learn of his continued dissatisfaction.
      HomeServe has diligently reassessed the information provided
      and our position on the matter has not changed. HomeServe mailed two notices,
      to the property address advising of the pending cancellation of coverages. We
      welcome Mr. ****** to contact us if he would like to accept the previous offer
      of a goodwill gesture for his previous custom.  
      We appreciate you bringing this
      issue to our attention and giving us the opportunity to respond further.
    • Initial Complaint

      Date:02/08/2023

      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 had a warranty with this company for several years. I started having electrical problems which I believe they only made worse. I had to call repeatedly and when they do send someone, they have no tools and do not have the skills to evaluate let alone resolve the issue.

      I had to contact them over a dozen times for an electrical issue that started in September 2022, dates and information as follows:
      9/23/22 Reported popping sound in bedroom wall. They replaced outlet. That night I had 'booming' sounds that went all the way across that wall starting at the outlet they replaced. It was terrifying.
      9/28/22 Was told there is no arcing and there is nothing wrong with my electrical. Popping sounds continued and I honestly didn't know what else to do.
      12/13/22 Things got worse, reported that I was getting shocked in my living now (the problem had spread from upstairs to downstairs). I specifically said I thought the initial company made the problem worse and requested someone else.
      12/13/22 The issue was REASSIGNED but it took almost a week to get someone to come to my house. Keep in mind I'm having sparks in the walls and coming out of my floor. They had it as CRITICAL but still took almost a week. The man that finally came did try to figure out the problem. I showed him what I thought was an exposed copper wire, which he said would be problematic. He fixed that and I was hopeful that was causing the problems. It was better for a couple of days but things started to spread again.
      1/20/23 I called again and informed that I was having LARGE SPARKS coming from my basement into my living room floor. I requested the company that came 12/13 but made it clear not to send the original people that made the issue worse.
      1/20/23 They assigned initial people (only tool screwdriver)
      1/20/23 Reassigned no call
      1/23/23 Reassigned
      1/23/23 Reassigned
      1/23/23 Reassigned
      1/24/23 Cancelled
      1/30/23 Reassigned
      1/31/23 Cancelled no call

      Business Response

      Date: 02/17/2023

      We are in receipt of the
      complaint filed by Ms. ****** and regret to learn of her
      dissatisfaction. HomeServe USA places our customers
      at the heart of everything we do and considers customer satisfaction of utmost
      importance. We take customer complaints seriously.

      In response to this complaint,
      a member of HomeServe’s Office of the President (“OTP”) conducted a detailed
      investigation of the issue and as a result, called Ms. ****** on February 13,
      2023 and confirmed that there was no evidence to suggest previous repairs were
      causing the current issues however out of an abundance of caution, we would
      deploy another network contractor to investigate her electrical issues.

      On February 15, 2023, the
      network contractor visited the home, and carried out an in-depth inspection on
      the electrical system, testing the branch circuit wiring with devices to
      determine the issues which Ms. ****** had experienced. The technician did not
      find any apparent issues that explained the popping and crackling sounds.  The technician suggested that Ms. ******
      contact a ** licensed home inspector for a full home inspection to ensure function
      and safety of the property.
      The OTP member emailed the
      customer on February 16, 2023, to confirm the findings from the technician and
      advised if she experienced any further concerns with electrical outages she
      should contact HomeServe.

      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:02/08/2023

      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.
      2/7/23 I wake up to find out that this home warranty has stolen $ 895.00 from my bank account. If you see this policy was only bought on 2021, never renewed, never set up any auto pay. Even when made payment in 2021, was told that they could and would only take payments over phone and then made up a story that machine was not working. See documents that I never renewed or sent in anything that I was authorizing any future payments! I never even even got any record from when I paid in 2021! When I call they don’t answer! I want the refund back into my bank, some people work very hard for our money for Others to steal!!! I never signed anything for any future payments nor did I ever receive any papers from 2021 payment ! This is a scam to steal peoples money! See documents

      Business Response

      Date: 02/15/2023

      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. 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 Ms. **** on February 8, 2023,
      and offered to cancel her active coverage and issued a full refund of her
      policy payments. The coverage was canceled, and a full refund was issued on
      February 9, 2023. 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 with any further concerns.
    • Initial Complaint

      Date:02/07/2023

      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 Line Service plan (Sewer & water line) and this company continues to put up barriers to using the agreement. We've had multiple sewer line backups, which is a big health hazard if not dealt with promptly. The company is unable or unwilling to do emergency dispatch but will not consider any repairs if they don't deal with it at the time of backup. On one occasion the service provider they dispatched contacted us several days after the backup and told us they couldn't do any further investigating because there wasn't an active backup. No way I was letting back up sewage stay in my house for several days! I tried them again during another backup and they never dispatched anyone. Most recently on 9/28/2022 I entered a claim, waited 24 hours, and the company never assigned or dispatched anyone and the service request ultimately expired with no follow up from HomeServe. I had to pay another provider to do the cleanup. Do not buy these plans if you expect a willingness to let you use the plan. Maybe you can wait a few days for a water line repair, but not a sewer line repair. It's unfortunate that only lawsuits will force a willingness to solve.

      Business Response

      Date: 02/17/2023

      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, called Mr. ****** on February 7,
      2023 and offered to send a trusted network provider to inspect his sewer line.
      The provider performed the camera inspection on February 8, 2023, and
      determined that although the line is currently open and flowing, a repair is
      needed and would be scheduled based on their soonest availability. HomeServe
      will remain in contact with Mr. ****** until the repair is complete.

      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.

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