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

  
• 

  HomeServe USA Corp.

  7134 Lee Hwy Chattanooga, TN 37421-1732

• 

  HomeServe USA

  PO Box 267 Annapolis, MD 21404-0267

• 

  HomeServe USA Corp.

  PO Box 70789 Madison, WI 53707-0789

• 

  Home Service USA Repair Management Corp.

  PO Box 7318 Albany, NY 12224-0318

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:01/18/2023

  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 pay monthly for waterline service protection program on all 4 of my properties. I pay $ 195.62 per year. They are to respond in case of a break or leak of any interior water lines to the property. I feel they are just taking my money and not providing any service. This is the second time I have needed them for service, as the waterline broke and I needed a repair. They are supposed to contact a network of plumbers in the area to get an appointment for someone to come fix the waterline asap as they offer a same day appointment in an emergency. I believe they only have one plumber they work with, and in this instance, they wanted me to wait for several days to come out and address the problem. I called and spoke to a couple agents that stated they had no one else available besides 1 plumber that could not come out for more than 5 days. This was for a tenant occupied home with children that I could not let them go without water, as this was the main supply line to the home that broke. I asked for a supervisor to call me back, as I was told they had no one that would come out, and told me to get off work and call other plumbers to see if one could come out- that is what they are getting paid to do, not me. I was also told that if I repaired it myself, they would not reimburse me because I am not a licensed plumber. I feel they have been taking my money for years and not providing the service as promised. I also had a backed up drain at my other home the next day and I got the same response.
  I am looking for a refund of the last 3 years premiums that I paid for each of my 4 properties. I am also seeking that they are barred from offering this service in Buffalo. I feel like I have been lulled into a false sense of security when in fact they have just taken my money and do not provide the service I pay for. I ended up repairing both on my own with several hundred dollars out of pocket.

  

  Business Response

  Date: 02/07/2023

  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 contacted Mr. ***** on February
  7, 2023 to discuss the investigation and was unable to connect with him at that
  time. We encourage Mr. ***** to reach out to us at his earliest availability.
  
  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: 03/13/2023

  Hi, 

   

  Is there a way to update this complaint? I am not satisfied solely because the person that answered the complaint - Trisha S******- has yet to send me the reimbursement check to this day. She will not answer the phone when my husband calls, and I have been repeatedly emailing her to inquire about the check. Last thing she stated was that  It did not process in our system due to a technical error. We are reprocessing the funds to send out via ***** to get it to you ASAP. Can you please confirm the address you would like it delivered to? I asked her for the tracking number and she claims still does not have it yet as of Monday March 6th. It is now March 11th, I feel we are just getting jerked around here.

   

  Can you assist? 

   

  *** *****

  

  Business Response

  Date: 03/27/2023

  We are in receipt of the complaint filed by Ms. ***** and
  regret to learn of her dissatisfaction. HomeServe USA places our customers at
  the heart of everything we do and considers customer satisfaction of utmost
  importance. We take customer complaints seriously and are happy to report that
  the issue has been resolved.
  In response to this complaint, a member of HomeServe’s
  Office of the President conducted a detailed investigation of the issue and as
  a result, sent the check via ***** on March 13, 2023. ***** confirmed the check
  was delivered on March 14, 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:01/17/2023

  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.

  we got tune up for our furnace on Oct 27, 2022. on Nov 14, 2022 it broke down. we immediately called Homeserve hopefully to get it fix as soon as possible. we have 2 toddlers under 3 staying at home full time. Despite the emergency situation we had to wait 2 days for someone to come. he was late for the appointment and was not explaining what was going on until asked. he told us it would take 2 other days to be fixed since he had to wait for the part. at the same time he did not mention about how we should deal with the cold for 2 days nor any potential dangerous in our situation. same day my husband got inform from Homeserve that it would take them 1 week instead of 2 days to get the part. during that time we hired another technician to double check on the problem because we want to make sure we are safe living in the house since we have no where eslse to go to. that technician diagnosed a different problem from homserve's technician. we hired a third one to see what was going on and the third one agreed with the second one. this 2 technicians told us all about what we had to do to cope with the situation in a save way. we called Homeserve hoping they would send someone to confirm the problem but they just put the request there and do nothing about it. i requested to talk to the manager. they told me some one would call me back within 2 days. no one ever called. i called again i see if anyone would come down to double check but all i got was the rep saying the request had been refused since they dont do double cheking. they waited me to call to tell me that. 13 days after the first visit i called to check on the part that suppose to come in 1 week as they said only to know that it had not come in. again they did not tell me but i only found out when i called. i requested to take to manager again and waited about 10 minutes on the phone until the rep told me the boss would call back within 2 hours. ofcourse no one had called. we gave homeserve time now i want answer

  

  Business Response

  Date: 02/02/2023

  We are in receipt of the
  complaint filed by Mrs. ****** and regret to learn of her dissatisfaction.
  HomeServe USA places our customers at the heart of everything we do and
  considers customer satisfaction of utmost importance. 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 contacted Ms. ****** on January
  31, 2023 and requested additional documentation to complete the investigation.
  The agent is reviewing the case and the investigation is still active currently.   
  
  We appreciate you bringing this matter to our attention
  and giving us the opportunity to respond.  We look forward to working towards a mutual resolution with Mrs. ******.

• Initial Complaint

  Date:01/17/2023

  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.

  12/16/2022, my boiler had a cracked heating element, i have been with homeserve since 2012, my boiler was 12 years old, i contaced homeserve and they found the problem, i was without heat for almost 3 weeks, a sales associate came to my house and quoted me 2 prices, $12,000 or $23,000, he never had a pen or paper in his hands, he thru those prices out to me with even measuring my living quarters to see what type of boiler i needed, i had to get another plumber in and he told me that the boiler was never serviced the right way from homeserve, homeserve was not sympathetic all, it cost me $10,000 to replace my boiler, two plumbers told me that the boilers was never taken care of by homeserve, i have picturs of the boiler, all rust loaded with what looked like hungs of dirt. homeserve should be responsible for the cost of my new boiler, very bad customer service, i cancelle my plan with them in December, please advise

  

  Business Response

  Date: 02/03/2023

  We are in receipt of the complaint filed by Ms. ******* and
  regret to learn of her dissatisfaction. HomeServe USA places our customers at
  the heart of everything we do and considers customer satisfaction of utmost
  importance.
  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 January 27, 2023. The agent confirmed that the
  technicians provided two quotes to replace her unit. One quote was to replace
  with a similar system as currently in place. The second quote was to change to
  a full electrical solution, which explains the differences in quotation prices provided.  The technicians also advised that the
  unit was encased in asbestos, and that she must have it removed and provide a
  clean air certificate from a licensed abatement company before any work could
  be completed.  Ms. ******* declined to
  have the asbestos removed and hired her own contractor to replace the unit. Subsequently,
  Ms. ******* canceled her service agreement with HomeServe on December 26, 2022.
  Unfortunately,
  Ms. ******* remained dissatisfied with the outcome of our investigation,
  however, we believe we have completed a fair and thorough review of the
  information available. 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: 02/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I never told the technician that i would not remove asbestos, I told him I would take care of it, my son is my witness to this as he was present with me when the tech came to my house.   Trisha also stated that i canceled my contract with them, I did after I had my new boiler installed, as I was told by plumber to cancel HomeServe and going forward he would take care of an issues that may arise.  Cancelling my contract has nothing to do with my complaint at this point, my contract was still valid the day and weeks after the tech came to my home.    Sorry is not a good reason to me, I should be compensated for all the time, stress  and trouble I had to endure during weeks with no heat, and the tech George was no help at all, didn't even have any sympathy in dealing with this crisis.  To me this claim is not ready to be closed until a settlement is made.     Thank you, ******** ******* 
  
  Sincerely,
  
  
  
  ******** *******

• Initial Complaint

  Date:01/17/2023

  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.

  Working with Home Serve house warranty issues with getting reimbursed on our HVAC system that was replaced after many repairs. The final HVAC review was done by a licened and bonded HVAC repair group named ********* **********. Since the other repairs did not solve our issue we went to this contractor to have our system evaluated again with the out come being a total replacement of our HVAC system. We reviewed the 4 systems presented to us & chose the 3rd option which was a duel-stage HVAC ****** ** **** system which replaced our ***** ** **** * ***** system (10 year old unit) . We submitted a claim for reimbursement in the amount of $12,000 plus other expenses for repair leading up to the replacement.
  The request was submitted We did our 1st submission with all information about repairs on 11/26/2022. The new system was installed on 11/21/2022. We were not given an invoice # ************-1 till later 12/9/2022 then resent all same information with all documents with costs & pictures again to Home Warranty Reimbursement.
  After numerous calls & followups by us we received an email stating they were only going to pay $1012.50 for 1 of previous repairs on HVAC system.
  We followed up again on the $12,000 for the new system & they stated they were only paying previous bill of $1012.50 which did not fix the problem of cooling/heating HVAC.
  As of 1/13/2023 we have yet even receive the $1012.50 check they stated we would get.
  We still need the reimbursement for the $12,000 spent on new HVAC system. Note: In the Home Warranty information it does state they cover repairs up to & including replacement of the HVAC system!
  We can try to send copy of email sent to Home Serve Reimbursement Co. showing time frame of repairs and our output costs for replacement parts in the attempt to fix HVAC. Which with last repair we were told our 10 year old unit could not get fixed anymore. We request BBB to get involved with this matter of reimbursement of $12,000.

  

  Business Response

  Date: 01/30/2023

  We are in receipt of the complaint filed by Mr. Hershberger
  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 27, 2023 and confirmed that his
  service agreement did not cover the replacement of his HVAC system. Mr.
  *********** was reimbursed $1012.50 for the valve that failed, according to the
  terms and conditions which state: What will happen if We cannot repair Your
  Covered Item(s)? If a failed Covered Item cannot be repaired, We will provide a
  comparable replacement, and if necessary, removal, of the Covered Item up to
  Your Benefit Limit. We reserve the right to issue a check for the replacement
  value of the failed Covered Item up to Your Benefit Limit if We cannot provide
  a comparable replacement within a reasonable time period. We will not replace
  or issue a check for cooling system Covered Repairs that involve the
  replacement of refrigerant that is obsolete, phased out, or unavailable.
  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: 01/30/2023

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

  Their response did not consider what they market and advertise for concerning replacement of the HVAC unit when repairs do not and did not fix the issue of the HVAC unit not working.  We feel that their marketing and merchandising that they put forward concerning home warranty coverage's did not meet our expectations of replacing our broken and unrepairable 10 year old Trane HVAC.  

  We feel that we as a consumer of their warranty product for our home was not furfilled accorning to their marketing & merchandising information.  We supplied all the documents showing the issues that occured over the years and repairs made which evenually did not repair our HVAC system.  We had to replace our system with a new HVAC system that cost $12,000.00.  We feel their response does not meet their commitments as stated in their marketing & merchandising information to the consumer.  When something covered by the warranty like this HVAC system can not be repaired a replacement is called for.  

  We are asking for them to live up to their merchandising & marketing information put out to consumers that state that a replacement is the last resort to fix the issue.  We again ask for reimbursement of our new HVAC system in the amount of $12,000.00.  All information and invoices has been previousely sent with the original BBB complaint.  

  Your action is requested on this matter to have our $12,000.00 HVAC replacement cost reimbursed.  Thank you, 

  
  
  Sincerely,
  
  
  
  ****** ***********

• Initial Complaint

  Date:01/10/2023

  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.

  *********** found a break in our sewer line during a preventive mainte***** cleaning of our sewer line. They found the problem by their snake exiting the line in the break and then reentering the line. The snake is stuck in the broken portion. I have Exterior Sewer/Septic Line Plus Restoration through HomeServe and have been paying their premiums for years. I was told by Robert, when I called on 1/10/23 at 9:30am that, because there was a third party who did the work and found the problem that HomeServe would not fix the problem, that they would have if it had escalated to a mess and foul odor in the yard that they would have sent someone out but they also don't do preventive mainte***** on lines. Though I'm glad the break was found before being in the worst possible scenario, I am appalled that, just because another company found the problem and have a section of snake stuck in the line, they will do nothing to honor the warranty that they market and I purchased. This isn't an issue that can languish and work will start on 11/11. Not included in the attached document is the charge from our HVAC company* ****** ******* *** *******, that have to move the air conditioner that is on top of the sewer line at a charge of approximately $700 to move it out of the way and then reinstall it ($85/hour with payment due after work is completed).

  

  Business Response

  Date: 01/23/2023

  We are in receipt of the
  complaint filed by Ms. ***** and regret to learn of her dissatisfaction.
  HomeServe USA places our customers at the heart of everything we do and
  considers customer satisfaction of utmost importance. We take customer
  complaints seriously and are working with Ms. ***** to resolve the issue. Ms. *****
  has provided copies of invoices in relation to the reimbursement request which
  are under review.
  
  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:01/10/2023

  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.

  Been paying for homeserve for 6 yrs. Hired to fix plumbing. Theywouldnt show up or call and be very nasty on phone. We had no water for close to month n had to seek shelter elsewhere. When they did come they didn't work n then left w out telling us. They complained whole time n dug ditch in my front yard n left it torn apart. So bad the city got on us about the mess. Also made big whole in concrete n never fixed water n we still don't have water pressure or water in shower or sink. When they say they're coming they never do. Homeserve should help us that's what we pay for.

  

  Business Response

  Date: 01/24/2023

  We are in receipt of the
  complaint filed by and Mr. and Mrs. ***** ***** and regret to learn of their
  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. and Mrs. ***** to
  resolve the issue to their satisfaction.
  
  In response to this complaint,
  a member of HomeServe’s Office of the President is conducting a detailed
  investigation of the issue. On January 16, 2023, HomeServe deployed a trusted
  network provider to Mr. *****’s residence who restored the flow of water
  through Mr. and Mrs. *****’s bathroom and kitchen fixtures. HomeServe
  understands that Mr. and Mrs. ***** remain dissatisfied. We requested
  additional information and documentation related to the issue they are
  experiencing and await their response.
  
  We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond. We welcome Mr.
  and Mrs. ***** to reach out to us with any additional information they can
  provide.

• Initial Complaint

  Date:01/09/2023

  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.

  I have a contract with the company home serve through my *** *********. The contract with home serve is $18.99 per month to provide me emergency furnace services should my furnace go out. This morning I called at 8:39 AM to report that my furnace was out the lady was pleasant she indicated that she would get it dispatched. My husband called around 1:40pm and they said they were still trying to dispatch, they said they had no service providers in our area. My husband said in the most they used ********** ******* *** ********. My husband contacted an employee of ********** to see if they could come out, in past we have had to call ********** directly and they file claim to Homeserve. The guy said they dont contract with Homeserve due to non-payment. We called back around 2:40 PM and were told that there was still no one in route and still trying to locate a provider. I asked to speak to supervisor and asked who was nearest contracted agency to see if we can contact. The rep said she doesn’t have that info. I asked to speak to supervisor. We were told by a ****** **** of leadership that her extension was ******* and she is based out of ** but she cannot give me an estimated timeframe of when they can even locate someone, where the nearest Devils Lake contracted company is, or if anyone even can be out today. I had explained I have cancer, had recent chemo and am suffering from a cold and is a hardship to my family. Asked if they reimburse hotels, no. We asked about if we contacted someone independently about reimbursement and she said that we could have reimbursement to our limitations.We have had this problem in the past and it’s never consistent. Why do we pay for a contract if they cannot commit to the contract. The supervisor did agree with me when Instated I understood **********’s no longer contracts with them due to nonpayment by Home Serve, ****** the supervisor answered Yes ma’am. How can they sell a contract if they don’t have anyone on the area? What is a reasonable time to wait for heat in ** in the dead of winter?

  

  Business Response

  Date: 01/19/2023

  We are in receipt of the
  complaint filed by Ms. ***** ********* and regret to
  learn of her dissatisfaction. HomeServe USA places
  our customers at the heart of everything we do and considers customer
  satisfaction of utmost importance. We take customer
  complaints seriously and are happy to report that the issue has been resolved.
  
  In response to this complaint,
  a member of HomeServe’s Office of the President conducted a detailed
  investigation of the issue and as a result, called Ms. ********* on December
  13, 2022, and informed her that her request for reimbursement, for her furnace,
  was approved.
  
  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.

  Customer Answer

  Date: 01/20/2023

  
  
  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:01/06/2023

  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.

  On 1/1/2023, we realized that we had a sewer issue. Every time we flushed a toilet, did laundry or ran water in any drain our pipes in the basement started leaking and our downstairs toilet started bubbling and overflowing with waste. We called HomeServe that very same day (we have existing coverage). They could not get anyone to come out to look at our issue that day. Finally, on 1/2/2023, someone came out in the afternoon and said they didn't have the proper equipment. Then, another company came out on 1/3/2023 and said they had the correct equipment but needed approval from HomeServe. That approval never came that day. Then, the second company came out on 1/4/2023 and were unable to repair the sewer drain and stated that they needed approval to do an exterior washout on the property. Then, HomeServe had to approve the quote and the quote was not approved until 1/6/2023. At this time, we have the approval and the plumbing company has stated that it will be mid-week (meaning approximately 11/11/23) next week.
  
  We have now been without running water since 1/1/23 so are unable to shower, wash dishes, etc. in our home. In addition, we have three young children under the age of 10 and our four year old went to the bathroom and we are unable to flush the toilet so there is solid waste in all of our toilets. Our house in uninhabitable at this time, and we do not have a suitable residence to stay in while we are away from our house. I feel as though this is an emergency situation, as we are not able to stay in my house and have been staying on an air mattress in my sister's house, and one of my children is sleeping with her. My kids aren't able to do homework and we've had to take off of work several times in the last few days. Please help us!

  Customer Answer

  Date: 01/09/2023

  Can you please cancel complaint ********. The company contacted us and resolved the issue.  Thank you!

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

• Initial Complaint

  Date:01/06/2023

  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 am seeking reimbursement for my recent repairs that were done and approved for reimbursement. I have followed all steps that were given to me and have been waiting with no response back at all for 3 different reimbursement. The 1st is for interior electric work done. $580.92. The second is for interior plumbing $2,140.90. And the third is for the exterior sewer line. $6,324.00. The grand total is $9,045.82. I sent in all paid invoices and pictures on 12/01/22. Thank you for your assistance in getting this matter resolved!

  

  Business Response

  Date: 01/19/2023

  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. Mr. ***** has provided copies of invoices in relation to the reimbursement
  request which are under review.
  
  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: 01/25/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The last I've heard back was on 01/13/22. As I only have 7 days to respond to this I will have to reject the response because my issue is being worked on bit has not been resolved yet. I appreciate all efforts being made but I didn't realize itnwas going to take this long for the reimbursement process. The commercials make it seem like it's all done so quickly and easily and I'm feeling a bit frustrated at this point. 
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:01/04/2023

  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 come to find out Homeserve is very limited on what they will do. Also what they can and can't do changes from person to person. My water heater needed to be replaced in mid november 2022. I was told my part would be $650. Homeserve will only pay $850 and the said my venting is not up to code and needed to be replaced. My water heater is outside. There is nothing wrong with the vent also I looked online a new vent is $60. I asked to be emailed an itemized invoice of what exactly I was being charged for and was told it was against Homeserves policy. We as customers have no control. In my opinion Homeserve is overcharging thats why they won't let you see an invoice. Anyway I cancelled my policy. A couple of weeks later I called the plumping company and asked if I purchased my own water heater I would have no out of pocket. They said no problem. Homeserve also approved this and said plumber will be in touch. About a week went by so I called the plumber and he said Homeserve never called. So I called Homeserve and they said I needed to reinstate my policy. Then I was told even if I reinstated my policy it would not cover my existing claim. I said the claim was approved before I cancelled and asked for management. I was told someone will call me. Five days later they did and agreed the claim was valid all I needed to do is pay $650. I explained I was already approved with no out of pocket. She said someone will be in touch. They didn't. I called back and was told R**** had the claim was not in her office and would call me. She did and agreed that my claim was valid and she would call plumber and approve my claim. R**** called back a couple of days later and said I now had to pay $400 that the vent wasn't covered. (The $60 vent) I explained I was already approved for no out of pocket. R**** was going to listen to phone call. R***** said plumber and Homeserve employee didn't know what they were talking about and Homeserve couldn't help me. Email said because I cancelled my policy. I have been told more than once claim is valid. Also claim was over 30 days old. I have been waiting on Homeserve. The tapes of the phone calls will cooperate my story. Homeserve has all the power, and all my years of payments.

  

  Business Response

  Date: 01/24/2023

  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 January 23,
  2023, and offered her a monetary settlement to cover the cost of the water
  heater she purchased. 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.

  Customer Answer

  Date: 01/24/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. I am accepting this under protest. 
  
  
  Sincerely,
  
  
  
  ******** ******