Complaints

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

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• 

  HomeServe USA Corp.

  45 Glover Ave Fl 6 Norwalk, CT 06850-1238

  
• 

  Home Service USA Corp

  On File with BBB Nashville, TN 37219

• 

  HomeServe USA

  PO Box 167 San Jose, CA 95103-9978

• 

  HomeServe U S A

  PO Box 3452 Seattle, WA 98114-3452

• 

  HomeServe USA

  PO Box 2026 Marietta, GA 30061-9909

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:02/07/2023

  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.

  In january my furnace went out i called homeserve, two days later and 15 degrees colder i called them back to find out that they dont have any techs in my area, that i could find one myself and then submit the bill to see if they would cover it, Now ive been paying these people over 50 dollars a month since 2005 and never had to use them well it cost me over 600 to fix furnace and since the repair man didnt bill them cause he said it is a joke getting reimbursed from them that he has been in a situation with them similar to mine, they want me to send in alot of nonsense to maybe get my money back! well they had no problems taking my money every month for services they cant provide, and a week and a half ago my dishwasher broke, called homeserve once again they dont have techs near me find one submit.......but they keep taking my money. Im filing a suit and i would not recommend this company to anyone its fraudulent

  

  Business Response

  Date: 02/21/2023

  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, reached out to Mr. ****** on February 21, 2023. Mr. ****** confirmed
  that his complaint was based on his experience with **** ********* ** **** and he
  does not have coverage with HomeServe at this time. Mr. ****** accepted this
  outcome.
  We appreciate you bringing this matter to our attention and
  giving us the opportunity to respond. We welcome Mr. ****** to reach out to us
  with any further concerns.

• Initial Complaint

  Date:02/06/2023

  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.

  Had home serve out to fix issues with my boiler. i paid a service call of $25.00 each time both times the problem wasn’t covered. I fill that they are deceiving the consumer as to what is covered and not. They could have just told me when i called that the item wasn’t covered. Both times the items where part of my boiler so i fill it should be covered. When you call they ask what is the problem so I’m sure they can look up if its not covered not make me pay a service fee first only to find out its not covered. Wording is not very precise.. I would like my service fee returned.

  

  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 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:02/06/2023

  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.

  We have a gas furnace plan through Homeserve. 14 degrees today and furnace went out. Called Homeserve after 11am and they had their contractor here a couple hours later. Probably not the repair company I would have chosen but I was covered with Homeserve, or so I thought. I had no problem with them.
  This is a gas furnace heater only for a single family home and the unit is about 10 years old.
  This is from the invoice:"Found the coupler for inducer motor leaking.
  Tighten up. Not leaking at this time.
  Collector box Has drip on left side of furnace
  Need to replace collector box
  Clean the flame sensor
  The furnace will run then turn off after couple minutes.
  Jump out thermostat, the furnace kept running and did not turn off
  Need to replace thermostat."
  
  Homeserve's response: "Collector box not covered
  Thermostat not covered"
  These repairs are going to cost me over $800 and they are NOT covered by Homserve. I don't know why I'm paying for this plan. Homeserve's web page says improperly working thermostats are covered! **************************************************

  

  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 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:02/03/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Homeserve usa cancel my water heater agreement without notifying me and did not give a reason I should now about. That is wrong and illegal.i call customer services. Cs *********, cs ******* and cs *********** they give me different versions but not a reasonable solution .somebody is irresponsible or made a mistake about something I did not touch or change.they do not accept the wrong doing and do not want to solve the problem and keep causing stresses on me for one month long already they did not offer me the agreement yet but they impose me with 2 unacceptable conditions. One with30 days and another 90 days waiting periode .I can not take theese absurd conditions because l am not a new customer .I have theeseagreement for more than 15 years I need this agreement effective immediatement Thank you for your help I appreciate your solve this nonsense dispute quickly. Thank you

  

  Business Response

  Date: 02/08/2023

  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
  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 6, 2023
  and was able to re-enroll him in the Water Heater Repair and Replacement. As a
  courtesy, the waiting period was waived due to the coverage been cancelled in
  error by the Utility Partner, and the payment method changed from on- bill to
  off-bill.  Mr. ** was satisfied with the
  resolution.
  
  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: 02/08/2023

  
  
  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:02/03/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm writing because on 2/1/2003 claim number *************-1, I called Homeserve to initiate a claim on my plumbing, I explained to the customer service rep that my water was backing up in my shower when i I run any water or flush the stool, he took down the information and told me to hold. He returned to the phone and stated that he checked with another representative, and they said that it wasn't covered under the present plan. So i asked to speak to a supervisor and he stated that he would see if one was available and if not they would call me back, the phone hung up. So, I called back spoke to another representative he took the information and stated that, he will send it to a service representative, and they will call me back to set up an appointment, so I waited, and I didn't get a response back. So I called back again and this time the representative said they have to wait 24 hours, and this is a non-emergency. So can't run my water, flush toilets or use the bathroom but this is not an emergency. Long story short I had to pay ******* ******** 150,00 to unclog my drain this is the third time Homeserve have not acknowledged or paid for a claim i submitted. And also, the company that they finally got in contact with ******* ********, plumbing and ****** *****, have not shown up or canceled appointments on me previously at least 5 times they can check their records and see. I feel this is unfair, I've been with Homeserve almost 4 years now and to think I'm covered when I need to submit a claim and get the run around makes me like my problem didn't matter.

  

  Business Response

  Date: 02/06/2023

  We are in receipt of the
  complaint filed by Mr. ****** and regret to learn of his
  dissatisfaction. HomeServe USA places our customers
  at the heart of everything we do and considers customer satisfaction of utmost
  importance. We take customer complaints seriously
  and are happy to report that the issue is resolved.
  
  In response to this complaint,
  a member of HomeServe’s Office of the President (“OTP”) conducted a detailed
  investigation of the issue and as a result, called Mr. ****** on February 3,
  2023 and apologized for the miscommunication. The OTP member advised that the
  request for reimbursement had been approved to cover the third-party repair
  cost.  Mr. ****** was satisfied with the
  resolution offer.
  
  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: 02/06/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:01/31/2023

  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 had a gas leak due to a pipe being hit during digging. *********** came, they told us our gas lines had to be replaced and they did the job. Now I'm being charged 1800 dollars by them when I clearly told the employee if its covered by homeserve go ahead but if I'm gonna be charged to replace them then no dont do anything. He assured me we were covered! Now I'm getting called about I have to pay. Why do I pay extra on my gas bill thru *********** for homeserve if they aren't going to pay up when something happens?

  

  Business Response

  Date: 02/10/2023

  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 Mrs. ***** to resolve the issue.
  
  In response to this complaint,
  a member of HomeServe’s Office of the President (“OTP”) called Ms. ***** on
  February 1, 2023 and acknowledged receipt of the complaint advising that she
  would investigate. The OTP member conducted
  a detailed investigation of the issue and as a result, called Ms. ***** several
  times on February 9, 2023 to propose the resolution. We were not able to
  contact Ms. ***** and there was no option to leave a voicemail. We encourage Ms.
  ***** to contact us to discuss resolution options.
  
  We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond. 

• Initial Complaint

  Date:01/30/2023

  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 bought all your service contracts, including water-heater coverage here in ****. They directed me to ***** ******** *** ******* (###-###-####). *****'s price for a new gas waterheater, (50 gallon), installation, and hauling away the old water heater was $2100.
  I checked and bought a new waterheater last night from *********. The total cost was $870.13. This included $99 instalation and hauling away the old waterheater.
  I thought "great"! Almost no out of pocket. Then I called HomeServe and found out that I could NOT use *********. I had to use *****. In other words, I had NO WATER HEATER INSURANCE. It would cost me $1100 out of pocket to go with *****.
  I've worked with ********* many times, and their contractors do quality--garenteed--work.
  
  I want a refund of all my HomeServe premiums for the waterheater coverage. That coverage is worthless. The best result would be for HomeServe to pay for the ********* cost of $870.13 since your policy pays for up to $1000.
  Thanks, ***** ** *******, former contractor "******** ****** **************

  

  Business Response

  Date: 02/10/2023

  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.
  
  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:01/30/2023

  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.

  ** ******** came to take photos and do a write up on the exterior electrical issue. Home serve sent a representative here to check on the problem. Stated he could repair this. I received a call from Homeserve’s cost authorization sept. And l said they will not be covering this problem. I have called her back with not being able to speak to her directly.

  

  Business Response

  Date: 02/10/2023

  We are in receipt of the complaint filed by Mrs. **** and
  regret to learn of her dissatisfaction. HomeServe USA places our customers at
  the heart of everything we do and considers customer satisfaction of utmost
  importance. We take customer complaints seriously and are working with Mrs.
  **** to resolve the issue to her satisfaction.
  
  In response to this complaint,
  a member of HomeServe’s Office of the President (“OTP”) is conducting an
  investigation of the repair issue and as a result, called Mrs. **** on February
  3, 2023. The OTP member advised Ms. **** that a network contractor has been
  assigned to review the scope of work and provide an estimate for the repair.
  
  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.
  

  Customer Answer

  Date: 03/06/2023

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

  We have yet to hear back from Chris about our repair. 

  I have sent him a message as well. But, have not heard.

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

  

  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. We take customer
  complaints seriously and are working with Ms. **** to resolve the issue to her satisfaction.
  The contractor has advised that the part required to complete repair, is due to
  be delivered on March, 17, 2023. On receipt of the part, an appointment will be
  scheduled for week commencing March 20, 2023. 
  
  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:01/27/2023

  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.

  WARNING: My mom is out $750, but you don't have to be. Upon becoming POA for my mom, I noticed 3 withdrawals for $31.42 - going to HomeServe. I called Cust Serv ###-###-#### and spoke w/ Allen B***** He explained that my mom was enrolled in 3 protection plans for water/sewer/gas lines. I asked for documentation regarding her enrollment. He said they do not have any. He said she was enrolled by outbound call representative Maythya U**** in Jan 2021 but there are no notes regarding enrollment conversation. He said where there should be notes, there was only an "X". I explained that my mom's home is 19 yrs old and she didn't need these plans. I asked for a refund. He cancelled the plans and filed an enrollment dispute request and said I should get a call from management in 48 hours. I sent an email to Cust Serv to confirm the cancellations. I saw the company had 731 complaints on BBB in only 3 yrs. Next day I got a call from Shawn with Office of President, ###-###-#### **************************** He said he requested original phone call between the outbound rep and my mom and that it could take 48 hrs. He then proceeded to "sell" the benefit of their plans and explain that homes as young as my mom's could still need this type of protection plan. I replied that the chances are too remote to justify an 80 year old on a fixed income to incur the expenses. He couldn't tell me what percent of homes less than 20 yrs old have failing sewer lines. He was irritated and told me that I am not listening to him. We hang up and he calls me back in 5 minutes bcuz they miraculously FOUND the 2 year old call, REVIEWED the call and NOW claims that my mother called their office and enrolled in their plans and he would NOT refund her money. This is exact opposite of what customer service rep told me the day before. When I asked to hear the call he said NOT without a lawyer, court order and subpoena. All the evidence I needed to know that he was making the whole thing up.

  

  Business Response

  Date: 01/30/2023

  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. On January 27, 2023, HomeServe provided Ms. ****** with the audio file of her
  mother’s valid enrollment call via email. Since customer satisfaction is our ultimate
  goal, HomeServe also offered Ms. ****** a full refund of her mother’s payments
  for her service contracts. Ms. ****** accepted
  this outcome.
  
  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: 01/30/2023

  
  
  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:01/27/2023

  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.

  Lost power to a cabin we owned in **** ******** in July 2022. Took approx. 9 weeks to have it restored due to Home Serve could not provide a reputable electrical contractor. The one provided walked off the job and did not complete it. I had to pay out of pocket for the repair. My out of pocket cost was $1000.00. Home Serve agreed to reimburse me $500.00 if I signed a release form. I signed the form and returned it on 10-21-2022. I was told that I would receive the check in 30 days. I contacted her on 12-2-2022 letting her know I did not receive the check. Was told it was processed. Contacted her again on 12-28-2022 to let them know I did not receive the check. Got reply back on 12-30-2022 stating check was mailed to wrong address. ( I provided correct address back in October' 2022). On 12-30-2022, she told me to let them know if I did not receive the check by 1-20-2023.I did not receive the check by 1-20-2023. Emailed her back stating that I did not get the check and wanted it by 1-25-2023. No response from her. The person I was dealing with at Home Serve is Lacy L*************, Office of the President, T1 Phone####-###-####
  My reference # Customer Ref: ************************************

  

  Business Response

  Date: 02/10/2023

  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 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 10, 2023, and confirmed the check had
  been reissued and offered a onetime gratuity to assist with his out-of-pocket
  expenses. Mr. ******** accepted this outcome.
  We appreciate you bringing this matter to our attention and
  giving us the opportunity to respond. We welcome Mr. ******** to reach out to
  us with any further concerns.

  Customer Answer

  Date: 02/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have been told on 2 different occasions that the check would be mail and never received them. I will agree that I have talked to Home Serve 2 times since I filed this complaint, once on 2-7-2023 and the 2nd time on 2-10-2023. Yesterday, 2-11-2023 I received an email from Home Serve that stated I will need to summit invoice and other paper work to receive the reimbursement. This paperwork was summitted months ago. What is this about? One I receive the reimbursement, I will consider the matter resolved.
  
  
  
  Sincerely,
  
  
  
  ****** ********