Complaints
This profile includes complaints for HomeServe USA Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 963 total complaints in the last 3 years.
- 341 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/22/2022
Type: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 been having an account with HomeServe for 3yrs. This is the worst the company has been. You call in for a service request they then say they’re sending it over to some team of contractors. Most contractors don’t call you to set up an appointment once they receive the work order. Most contractors decide if they want to do your service request I’ve had them not show HomeServe does nothing I’ve had contractors do work not finish them refuse to come back HomeServe does nothing. Most requests I put in HomeServe contractors don’t reply in 48hrs. They company use to take care of their customers I’ve recommended HomeServe to serval family/friends and regret it now. Called in a request on 12-18-22 about heat blowing air today is 12-22-22 still now heat and a winter storm is coming later today. HomeServe needs to hold there contractors to a better standard because HomeServe receives their money every mth or yearly but the contractors do work as they please. My companies treat there workers worse then the customer HomeServe from my experience treats there customers bad(they don’t really care about customer) I’ve had managers call because of the delays with HomeServe contractors to have out of network contractors fix things because the contractors HomeServe provides most are not reliable.
Business Response
Date: 01/04/2023
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:12/21/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My elderly 87 year old father, ******** ********* had a serve plan with Homeserve that renewed around 12/1/22 for $480.00. On 12/09/22 he had a heating emergency and his gas and heat were shut off. On 12/10/22, a Homeserve technician came out to assess the situation and put us in contact with a new install. No work on the existing system was or could be performed. Knowing that a new installation was needed, and a heating repair policy was no longer necessary, he decided to cancel his plan with Homeserve on 12/12/22 and requested a refund for the newly renewed policy. On 12/20/22 he received a refund check of only $15.00. When pressed, Homeserve stated that it was for the repair work done on 12/10/22 which is not possible due to the nature of the emergency and it being shut down by the fire department. I did reach out to a supervisor for a clarification and am still waiting for a reply.Business Response
Date: 12/23/2022
We are in receipt of the
complaint filed by Ms. ********* and regret to learn of her
dissatisfaction. HomeServe USA places our customers
at the heart of everything we do and considers customer satisfaction of utmost
importance. We take customer complaints seriously.
In response to this complaint,
a member of HomeServe’s Office of the President conducted a detailed
investigation of the issue and as a result, called Ms. ********* on December
22, 2022 on the contact number provided. The individual who answered the telephone, stated it was the wrong
number and disconnected the call. I emailed Ms. ********* to acknowledge
receipt of the BBB complaint. I advised that having reviewed the account notes,
it appears that a gratuity had been requested and processed on December 21,
2022 for $356.00 in lieu of the annual premium charge, minus the repair call
out charge.
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.Initial Complaint
Date:12/21/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
HomeServe USA Repair Management Corp. send solicitation regarding an "Electrical System Responsibility" and included my electric companies logo (*******). HomeServe is not affiliated with ******* and and I feel this is misleading. I called HomeServe at ###-###-#### and provided my name, and address, and requested to be removed from their mailing list. I was told they could not complete this request with lout my phone number. This request was made on 12-20-2022.Business Response
Date: 12/30/2022
We are in
receipt of the complaint filed by Mr. ******* 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 complaints seriously and are happy
to report that the issue is resolved.
According to
our records, Mr. ******* has never been a customer of HomeServe USA. We thank him for taking the time to provide
feedback on the ******* program. ******* has partnered with HomeServe to offer
a suite of optional service plans that cover repairs to a variety of home
systems. The service plans are designed to protect homeowners from the
inconvenience and unexpected expenses created when one of these systems fails.
This program is one that ******* supports and entirely optional. *******
customers are not required to purchase any of the plans. We have added Mr. *******
address to our Do Not Mail List. We ask that he allow 4 to 6 weeks for this
change to take effect. In the meantime, he may continue to receive
pre-scheduled mailings while our system updates his file.
We trust
this response satisfactorily resolves Mr. *******’s concerns, and we thank you
for the opportunity to respond.Initial Complaint
Date:12/19/2022
Type: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 Dec. 12, 2022 this company took $78.96 out of our check acct. We have never heard of this company or ever used them for anything. In the checking acct. it was listed as Homeserve USA, PPD **********, and the amount mentioned above. I contacted my bank, but need to find out if it is just a mistake that company made or a fraud that they do to others.
I want our money put back into our acct. This is a home repair service and we haven't had anything repaired for over 2 years. Please find out why they did this to us. Thank you.Business Response
Date: 12/27/2022
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 December 21,
2022. The member advised that Service Line Warranties of America is a subsidiary
of HomeServe USA. Mr. ******* accepted the clarification and confirmed he
wished to keep his Sewer Septic Line coverage.
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: 12/27/2022
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:12/16/2022
Type: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 August I called Homeserve to repair the sewage line between my house and the street. I pay monthly for the insurance coverage. The technician arrived 4-5 hours late, was driving a ****** rental and said "my truck broke down and I don't have any of my tools". He was in a very bad mood. I'm not sure why. He left without telling anyone, he had broken the crawl space door and left several tools behind. I soon found 2 inches of raw sewage in a shower stall. I cleaned it up. I reported the situation to Homeserve the next day. I DID think the problem was fixed because the toilets flushed OK. Sometime later, I realized that raw sewage was flowing under my house. Because it was an emergency and a possible health hazard, I immediately called a local plumber. He told me that the tech had removed a sewer cap and disconnected a shower drain to solve the slow drain problem and attempt to cover the sewage smell. He temporarily repaired the sewer cap and drain. in the meantime, I had to call ******* to clean the contamination under my house-it took weeks to dry and clean the crawl space. In the meantime, I asked the local plumber to replace the clean out valve outside the house that should have been done in the first place. The ******* bill was $4739.72. The local plumber bill was $2200.00. I submitted for $6939.72 reimbursement as this was intentional damage that inconvenienced my family significantly. I did not charge them for the hotel room for the first night, and it took about 4 weeks to get rid of the drain flies that were taking over our house. Homeserve offered reimbursement of $368-the "average" to repair the clean out in my area. I refused the payment and talked to two people explaining that this was a unique hardship. My last conversation was with Kentrell Gladden at the "Tennessee" office. He was very rude but promised that someone from the President's office would contact me but that was three days ago. All of the is documented under Claim #***************Business Response
Date: 12/30/2022
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:12/15/2022
Type: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 agreed to a yearly price then was charged over triple what was agreed apon. Then when we got in contact we were told that we never agreed to terms and they couldn't adjust and was hung up on. Worse customer service and to me frauds. Never once did we even have a claim nor received any papers about a raise in price.Business Response
Date: 12/23/2022
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 conducted a detailed
investigation of the issue and as a result, made several attempts to contact
Mr. ********** by telephone and email, however they were not able to contact
him. We encourage Mr. ********** to contact
us so we can clarify the account details and discuss resolution options.
We
appreciate you bringing this matter to our attention and giving us the
opportunity to respond.Initial Complaint
Date:12/15/2022
Type: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.
we have a policy with Home Serve reguarding our sewer system, we have made payments monthly for several yrs, and when we had a problem a problem with our sewer system back in july of this year we contacted them and they told us to find a plumber, which we did, the plumber contacted them and they told him to procede. The plumber took care of the problem and turned in his bill to Home Serve and they have not paid them, the p;lumber has called several times but was shifted from one person to another and then was hung up on. I have called three times and was assured they would take care of it but each time has done nothing to get the contractor paid. Home Serve informed me that it was not my problem but I strongly dissagree as I had the policy, it was my property and the plumber did an excellent job and has his bills and salaries to meet, there fore this needs to be resolved as soon as possible.
I hope to hear from you as soon as possible. Thank you *** ******Business Response
Date: 12/23/2022
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.Customer Answer
Date: 12/27/2022
Complaint: ********
I am rejecting this response because:I have not heard that it is really resolved
Sincerely,
*** ******Business Response
Date: 01/03/2023
********
Mr. ******’s contractor has been set up for payment and the ach will be going out in our next batch. He finally provided us with the information that was vital to us in order for us to pay him.
Please let me know if you have any questions.
Thank you,
Customer Answer
Date: 01/03/2023
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:12/14/2022
Type: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.
Account #: 77948231
HomeServe was contacted on November 22, 2022. The first plumber was from ******** ********* which is owned by HomeServe (Conflict of Interest). The ******** plumber could not repair the problem or tell me what the problem was. The ******** plumber left my shower with two inches of black sludge all over the shower, the walls had splatters of **** everywhere, every container of shampoo and conditioner was covered with splatters of this black sludge, and the tiles were broken. A second crew came out a few days later and started digging. At this point there has not been a camera placed down the line and all of the work being performed id just guess work. The hole in my yard is exposed and dangerous, there is potential foundation damage caused by incompetent tunneling, the tunnel is now full of rain water, and my grass is dead under the pile of dirt that was removed from under my foundation. I demanded that HomeServe send me an invoice showing exactly what work was performed and how much each incident reduced my benefit (cost); HomeServe refuses to send me a detailed invoice. This looks and sounds like fraud. My Master Bath can't be used. The HomeServe lies are adding up. I have damage to my home and demand a complete detailed invoice.Business Response
Date: 12/27/2022
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 December 20,
2022, and explained the scope of his Internal Plumbing and Drainage policy and
the out-of-pocket costs necessary to complete the repair. Mr. **** accepted
this outcome.
We
trust this response satisfactorily resolves Mr. ****** concerns. We appreciate
you bringing this matter to our attention and giving us the opportunity to
respond. We welcome Mr. **** to reach
out to us with any further concerns.Customer Answer
Date: 12/27/2022
Complaint: ********
I am rejecting this response because:there was no response other than Homeserve refusing to give me a detailed invoice. No offer was made to repair the $20,000 worth of damage caused by the plumbing company they own. I will be contacting an attorney to file a lawsuit against Homeserve.
Sincerely,
***** ****Business Response
Date: 01/06/2023
We are in receipt of Mr. Gann’s
rejection and regret to learn of his continued
dissatisfaction. HomeServe USA places our customers
at the heart of everything we do and considers customer satisfaction of utmost
importance.
On December 20, 2022, a member
of HomeServe’s Office of the President called Mr. **** and explained the scope
of his Internal Plumbing and Drainage policy and the out-of-pocket costs
necessary to complete the repair. On January 4, 2023, HomeServe provided Mr.
**** with documentation of the benefits applied to the current term of his
Internal Plumbing and Drainage coverage.
We
trust this response satisfactorily resolves Mr. ****** concerns. We appreciate
you bringing this matter to our attention and giving us the opportunity to respond.Initial Complaint
Date:12/14/2022
Type: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.
Water line problem, cost to me 4900.00 .problem started in 11/21 they could not locate anyone to do work. They told me to locate plumber to do work,finally found firm with equipment in 2/22 I had to pay up front for job. After several calls with homeserve, not reimbursed. They requested info from co.that did work .Co.claims they furnished info. Homeserve needed more info. CO. Said they have complied with all they can.Business Response
Date: 12/27/2022
We are in receipt of the
complaint filed by Ms. ******* ******** and regret to learn of her
dissatisfaction. HomeServe USA places our customers at the heart of everything
we do and considers customer satisfaction of utmost importance. We take
customer complaints seriously and are working with Ms. ******** to resolve the
issue to her satisfaction.
In response to this complaint,
a member of HomeServe’s Office of the President conducted a detailed
investigation of the issue and as a result, called Ms. ******** on December 21,
2022, and advised her that additional information was required to consider her
request for reimbursement. Upon receipt
of the requested information, HomeServe will conduct additional review of the
issue.
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:12/13/2022
Type: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.
We have homeserve plumbing insurance for our entire house inside and outside .we had a leak from a pipe under the tub that leaked threw our living room ceiling we called homeserve and I believe it was 2days later they sent a plumber from ******* ******** he looked at the problem and said he can repair it but he cannot come back for 7 days to repair it now keep in mind that that is the only bathtub in my home and we had to wait 7 days for him to return we he did return he took a hammer to my ceiling and started to smash it to get to the pipe he started to remove all this cement and wood from the ceiling that was no where near the pipethat needed to be repaired I have pictures to prove it the repaired the 6 inch piece of pipe and cleaned up and left I went up to the bathroom and nearly fell threw the floor it was all cracked and caved in I quickly ran down to his truck he was still parked down the street and told him what he did he came back and looked and went to ********* and came back with wood and cut some pieces and pushed it up in the ceiling to hold the bathroom floor up when we looked at what he did we told him that is not safe you could not walk on it he told us not to walk on that side of the bathroom now my bathroom floor is probably 36 inches wide if that and the side that collapsed is right where you get into the tub so now we still cannot use the tub for fear it will fall threw the ceiling when you walk anywhere in the bathroom stone's fall threw the ceiling in the living room this is extremely unsafe we have made repeated calls to homeserve spoke with Cara in their Chattanooga office which is their headquarters she said they are not responsible for incidentals that may occur during repairs .thus is not an incidentals this is structural damage we had to get a contractor to look at it he also called homeserve and just like to use they were very rude to him saying they are not responsible for incidentals this is going to cost us thousands to repairBusiness Response
Date: 12/23/2022
We are in receipt of the
complaint filed by Ms. *** and regret to learn of her dissatisfaction.
HomeServe USA places our customers at the heart of everything we do and
considers customer satisfaction of utmost importance. We take customer
complaints seriously and are working with Ms. *** to resolve the issue to her satisfaction.
We appreciate you bringing this matter to our attention
and giving us the opportunity to respond. We welcome Ms. *** to reach out to us with any further concerns.Customer Answer
Date: 12/27/2022
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,
******* ***
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