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:01/27/2023

  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 got a water heater plan with HomeServe well my tankless water heater went out. Everything was fine I answered HomeServe questions about the water heater and the location including the issue. They connected me with the contractor. The contractor came out diagnosed the issue then I get a call from HomeServe saying they don’t cover tankless water heaters. So of course I am angry because the contractor would not fix it because HomeServe didn’t cover it. Now we have been without hot water for 4 days in this cold weather. It does not say in the contract they don’t cover tankless water heater. I did cancel the policy and got refunded but I am not satisfied. I think they still need to cover cost of a new tankless water heater for false advertisement and not saying from the beginning they didn’t cover tankless water heaters. Now I have to find someone else to install one and pay thousands of dollars. If I had knew this from the beginning then I would have gotten a different policy with another company and I wouldn’t have been in the situation now. I am Active duty military in another state and my family is at our house in Virginia without hot water

  

  Business Response

  Date: 02/03/2023

  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, emailed Mr. ******* on February 02,
  2023 and offered as a courtesy $2,500.00 towards the out-pocket-cost for
  purchase and installation of a water heater.  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.

• Initial Complaint

  Date:01/25/2023

  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.

  - I have an interior plumbing and drainage system service plan with HomeServe (Plan numbers ************-1; ************-1) and requested service on 9/11/2022 for a clogged toilet/sewer pipe that was overflowing and seeping through the floor to the room below at my rental property at **** ********* **** ********* ** *****.
  - The customer service rep told me that the earliest availability was 9/13/2022. This is the only toilet in the house and there are young children in the home, so i had to get another plumber to perform emergency repair.
  - I contacted HomeServe and was advised to submit the payment receipts and plumbers license/certification for reimbursement. The requested information for reimbursement of $735 was submitted on 9/15/2022
  - I received an email from HomeServe on 9/27/2022 stating that the reimbursement request for $735 was approved and that a check would be mailed for receipt in 30-days.
  - I did not receive the reimbursement check and have been calling almost every month since October for the payment.
  - I was told that the check was mailed to the service address (rental property at 4707 Crosswood ave) and not my home address. I checked with the tenant and they did not receive the check
  - sometime in November and again on 12/16/2022 I give them my home address (**** ***** **** ****) for them to mail the check.
  - I still have not received it.
  - I called again today (1/25/2023) and was told that it was noted in the system that the check would be sent for receipt within 30 days from 12/16/2022.
  - I still have not received it

  

  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 8, 2023. Mr. **** confirmed that his direct
  deposit was received on February 6, 2023, and that his complaint was resolved.
  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:01/24/2023

  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.

  Purchased water heater warranty from them multiple years ago. Water heater quit. Called them and they said someone would contact me soon. Several days later, they wanted to send people from *******. Then had to wait for them (*******) to call, three different times, to which they said, all three times, I am three (3) hours away and they wouldn't come that far.
  
  Then, after 5-6 more calls to them, I was advised I (!!!, yes me!), I had to contact a local plumber to which the two local ones said they are months behind, maybe even 3-4 months. I told Homeserve that and they keep trying! So, I canceled the monthly payment, and many weeks later finally found a local plumber, who got my water heater replaced, who said the old one was definitely bad and should be covered by the warranty.
  
  So I contacted HomeServe again, and after telling them this, HomeServe, still said no way. I am a retired, disabled senior citizen. Ridiculous! TERRIBLE COMPANY!!! DO NOT TRUST OR BUY FROM THEM!!!! ****

  

  Business Response

  Date: 02/01/2023

  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 January 30,
  2023 and approved the reimbursement request for the out-pocket-cost repair cost
  for the purchase and installation of the Water Heater, on receipt of the paid
  invoice.  Mr. ******* accepted this resolution
  offer and agreed to email the invoice.
  
  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:01/23/2023

  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.

  Home serve is insurance company I pay for
  I filed a claim that the breaker in my electric box strated tripping when I use my ***** and microwave. Never did it before. They are refusing the claim. Contractor told them it was my fault not that the breaker is bad.
  I feel that if my house burns it is there fault.

  

  Business Response

  Date: 02/09/2023

  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 9, 2023. Ms. ****** advised the repair was completed on February 8, 2023, and that the complaint was resolved to her satisfaction. 
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We welcome Ms. ****** to reach out to us with any further concerns.

  Customer Answer

  Date: 02/09/2023

  
  
  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:01/23/2023

  Type:Service or Repair 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.

  No permit for complete outside water line replacement. Not up to code. Illegal installation

  

  Business Response

  Date: 02/03/2023

  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 January 20,
  2023. The OTP member has been working closely with the contractor regarding the
  water service line repair issues and has provided reassurance to Mr ***** that
  we are committed to rectify his concerns. To ensure completion of the required
  activities, an inspection of the line will also be performed. We continue to
  work 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. 

  Customer Answer

  Date: 02/03/2023

  
  
  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:01/23/2023

  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.

  I have a contract with homeserve for an exterior water service line plan and I had a bathroom blockage occur on 1/2/2023. On the morning of 1/3/23 i called homeserve and reported the issue and I was told i would hear from a repair contractor within 4 hours. After 4 hours with no response, I called Homeserve and talked to a customer service agent who apologized and asked me to hold while she contacted the contractor. after 17 minutes on hold, she said she was unable to talk to the contractor ( his and hers plumbling ) but she emailed them and said i would hear back shortly. I did not hear back that day. On 1/4/2023 i called homeserve again to tey and get service and the customer service agent said she set the repair up with another contractor. I didnt receive a call and I waiting the entire day of the 4th for a callback. As i only have one bathroom, I could NOT wait any longer and I paid $325 for the repair.
  on 1/17/2023 i emailed Homeserve my complaint with a copy of the the repair charge and I have not had any response from them. On 1/20/2023, I called to lodge a complaint .after asked for a manager. I was told the managers were in a meeting and I would hear back from a manager within 24 hours. AGAIN NO RESPONSE
  I have had excellent experiences with the company in the past and now I am not geting the contracted service I am paying for .
  I would appreciate it if Homeserve Management will contact me to resolve my issue
  thank you
  ******* *****

  

  Business Response

  Date: 02/01/2023

  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 January 30, 2023, and informed
  him that he would be reimbursed for the internal plumbing repair completed on
  January 9, 2023. 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:01/20/2023

  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 have a heat/cooling plan through Homeserve that went into effect in February 2019, I had a gas furnace failure on Christmas Eve when the temperatures were at or below 0 and did not realize that I had to call them in order for my coverage to be valid. I never received or accepted the terms and conditions of the plan. I requested paperless correspondence, but they verified the terms and conditions were mailed out (although I did not receive them) and not emailed as I expected. Since I used a licensed, bonded and insured reputable company I should be reimbursed for the repairs or reimbursed retroactively for the cost of the plan since I subscribed to the service. I spent 1 hour and 7 minutes on the phone trying to resolve this issue with no success.

  

  Business Response

  Date: 01/26/2023

  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 January 20, 2023, and informed
  him that his request for reimbursement had been approved. Mr. ***** accepted
  this outcome.
  
  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.

  Customer Answer

  Date: 01/27/2023

  
  
  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:01/20/2023

  Type:Customer Service 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.

  01/11/2023 customer service states to me to get repairs done from a busted pipe and send them(homeserv) the invoices once all repairs are completed. 01/19/2023 homeserv backtracks on all statements made and proceeded to put up smoke screens. Finally a representative put me on hold for about 5 minutes and came back with all types of barriers and hoops to climb over & through to make it difficult to achieve what was expected. That’s getting refunded for paying for work that their crappy contractor failed to do. A couple of there representatives were just dumb or stupid because the were very argumentative and negative towards a customer.

  

  Business Response

  Date: 01/30/2023

  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 January 27, 2023, and offered
  to reimburse him for the interior plumbing repair completed on January 10, 2023.
  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:01/19/2023

  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.

  We obtained exterior sewer line coverage on the leach line of our septic system. We have paid for this insurance(?) for a couple of years now. Last week our leech line failed. When I called to file a repair order for this, I was told that the payments I have been making covered ONLY the line from the exterior of the home to the septic tank - the leech field was not covered. However, when I first contacted this company via telephone, I was told that our payment would cover the COMPLETE septic system - including the leech lines. Now I find out that the leech lines are and "excluded" item. I believe this Company is misleading in its advertising, etc.

  

  Business Response

  Date: 02/01/2023

  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 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 January 25, 2023, and provided the
  documentation from his initial enrollment on January 18, 2020. The terms and
  conditions state under “What’s Not Covered” under exclusion 5.) Repairing or
  replacing septic tanks or any other type of collection tank, leach fields,
  grinder pumps, or any non-conforming drain line, such as a basement or storm
  drain, connected to your Exterior Sewer/Septic Line. Mr. ******* confirmed he understood
  the documentation and accepted the 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: 02/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I agree with what was stated in HomeServe's response to my complaint.  However, as I explained to Trisha, I filed for this program via telephone, as it was in response to an add on television.  I do not recall receiving any contract from this party UNTIL I received it from Trisha on January 25, 2023.  Everything was done telephonically when we initiated this payment - of which we have paid since 2020.  As I explained to Trisha, I believe there was - and still is - false advertising pertaining to their television commercials.  It explained that if anything goes wrong with your septic SYSTEM, the cost could be several thousdands of dollars.  This does not comport to the fact that the 'exclusion' cause mentions replacement from the EXTERIOR to the home to the septic TANk.  The 'several thousands of dollars' stated on their commenrcial would indicate the replacement of lthe LEECH LINE.  Anyway, I accepted what their written contact indicated when I received a copy via email on January 25th.
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:01/18/2023

  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 called Homeserve Warranty through the ********** ***** ******* - problem with my water heater. I called Saturday, December 7th, 2023 on advisement by the Heating and Air man that came out to check my furnace. He checked the water heater to be see if the smell I was smelling was coming from the water heater since he found nothing wrong with the furnace. Upon inspection using gas/carbon reader device he found a gas leak coming from the water heater gas line. He advised me to call the plumber right away. I called Homeserve and told them the problem and she ask was I having any other problems with the water heater I said yes I do not not have hot water for long when in shower now. She said she would have the plumber they chose to contact me right away to set up a time for the plumber to come out. I waited all weekend, never got a call from the plumber. I called Homeserve back on Monday, January 9th, 2023 talked to Cory and she said plumber was busy could not get to me for several days. I advised would not work...it is a gas leak need somebody today...so she gave job to HVAC Plus. They did not come out until Tuesday, Jan 10th, 2023...Eli advised me I needed a new water heater, he called Homeserve while in my utility room with me standing there, he talked to rep and told her it would cost $1600.00 total for water heater and installation. Homeserve said they would pay $1000.00. He put me on his phone with him standing there and rep told me I would owe $983.00. I ask why $983.00 when they pay $1000.00 and it was only costing $1600.00. Why would I not owe $600.00 instead of $983.00? She advised that is what they were charging me and if I wanted the water heater put in that is what I had to pay. Needless to say I paid $983.00. I am a retired senior citizen on a very fixed income, I need the $383.00 over charge to live off of. I need receipt with model and serial number for ***** warranty but have not been able to get that either. Please see attachments.

  

  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 we have resolved the issue.
  
  In response to this complaint,
  a member of HomeServe’s Office of the President conducted a detailed
  investigation contacted Ms. *** on January 30, 2023, and offered her a monetary
  settlement to address her concerns. We have also provided Ms. *** with the
  documentation needed to activate the manufacturer’s warranty for the new water
  heater. Ms. *** accepted this outcome.
  
  We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond. We welcome Ms. *** to reach out to us with any further
  concerns.

  

  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 we have resolved the issue.
  
  In response to this complaint,
  a member of HomeServe’s Office of the President conducted a detailed
  investigation contacted Ms. *** on January 30, 2023, and offered her a monetary
  settlement to address her concerns. We have also provided Ms. *** with the
  documentation needed to activate the manufacturer’s warranty for the new water
  heater. Ms. *** accepted this outcome.
  
  We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond. We welcome Ms. *** to reach out to us with any further
  concerns.

  Customer Answer

  Date: 01/31/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** ***

  Customer Answer

  Date: 01/31/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** ***

  Customer Answer

  Date: 01/31/2023

  ********** *** ****
  
   

  This is why I am rejecting settlement of complaint #********.

  Please see my response to Homeserve on findings of complaint after Plumbing Inspector for State of ******** came to inspect Water Heater today.

   

  Thank you 

  ***** ***

  *** *** ****
  
  

  Customer Answer

  Date: 01/31/2023

  ********** *** ****
  
   

  This is why I am rejecting settlement of complaint #********.

  Please see my response to Homeserve on findings of complaint after Plumbing Inspector for State of ******** came to inspect Water Heater today.

   

  Thank you 

  ***** ***

  *** *** ****
  
  

  

  Business Response

  Date: 02/14/2023

  We are in receipt of the 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. We take customer complaints
  seriously and are working with Ms. *** to resolve this issue to her
  satisfaction.
  
  On February 7, 2023, a member
  of HomeServe’s Office of the President deployed a trusted network provider to
  ensure that Ms. ***’s water heater installation meets local code requirements.
  A correction has been made, and HomeServe will remain in contact with Ms. ***
  until an inspection report from the State of ******** has been completed.
  
  We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond.

  

  Business Response

  Date: 02/14/2023

  We are in receipt of the 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. We take customer complaints
  seriously and are working with Ms. *** to resolve this issue to her
  satisfaction.
  
  On February 7, 2023, a member
  of HomeServe’s Office of the President deployed a trusted network provider to
  ensure that Ms. ***’s water heater installation meets local code requirements.
  A correction has been made, and HomeServe will remain in contact with Ms. ***
  until an inspection report from the State of ******** has been completed.
  
  We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond.

  Customer Answer

  Date: 02/14/2023

  
  
  Better Business Bureau:

  The State Inspector of Plumbing for ******** came to my house today and put the required meets code standards by state of ******** on the water heater.  I have been through alot with this problem that Homeserve caused by sending a person to my house that was not a licensed plumber.  He did not pull a permit to put the water heater in, he was not licensed to put the water heater in my home, they had to hire a licensed plumber, ****** ******** and have them bring the water heater up to code.  It is not up to code but  is has taken over 4 weeks and alot of my time and frustration.  This should never have happened to a homeowner that takes this warranty service through the ********** ***** *******.  

  I am grateful that the water heater is now up to code but what I had to endure during this 4 week process has been unreal to say the least. I pray that Homeserve will do a better job at checking license of people they contract with to do the work in peoples homes that pay for Homeserves warranties.  Homeowners expect Homeserve to send licensed professional people to their home.  

  To the best of my knowledge there is nothing else that has to be done to the water heater since it now has been checked by the Inspector for the State of ******** and he has placed the required sticker on the water heater,   complaint ID ********, issued has been resolved.

  
  
  
  Sincerely,
  
  
  
  ***** ***

  Customer Answer

  Date: 02/14/2023

  
  
  Better Business Bureau:

  The State Inspector of Plumbing for ******** came to my house today and put the required meets code standards by state of ******** on the water heater.  I have been through alot with this problem that Homeserve caused by sending a person to my house that was not a licensed plumber.  He did not pull a permit to put the water heater in, he was not licensed to put the water heater in my home, they had to hire a licensed plumber, ****** ******** and have them bring the water heater up to code.  It is not up to code but  is has taken over 4 weeks and alot of my time and frustration.  This should never have happened to a homeowner that takes this warranty service through the ********** ***** *******.  

  I am grateful that the water heater is now up to code but what I had to endure during this 4 week process has been unreal to say the least. I pray that Homeserve will do a better job at checking license of people they contract with to do the work in peoples homes that pay for Homeserves warranties.  Homeowners expect Homeserve to send licensed professional people to their home.  

  To the best of my knowledge there is nothing else that has to be done to the water heater since it now has been checked by the Inspector for the State of ******** and he has placed the required sticker on the water heater,   complaint ID ********, issued has been resolved.

  
  
  
  Sincerely,
  
  
  
  ***** ***