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:12/12/2022
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.
******** ****** supplies my power. In a recent bill, I received a solicitation to pay for plumbing coverage for my condominium. I joined in August. I now have a leaking faucet. Homeserve refuses to address this plumbing issue.
Business Response
Date: 12/20/2022
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 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 December 13, 2022, and offered
him an explanation of his coverage. HomeServe canceled the policy at Mr.
******** request and provided him with a refund of his policy payments as a
courtesy. 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: 12/20/2022
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:12/09/2022
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.
HAVE HOME SERVE PLAN FOR HOME REPAIRS. HAVE HAD NO HOT WATER FOR OVER A WEEK. I PAY HOME SERVE A MONTHLY FEE FOR THEIR IN HOME PLUMBING AND WATER LINE PLAN. THEY SENT 4 PLUMBERS TO MY HOUSE TO FIND A LEAK AS TO WHY I DON'T HAVE HOT WATER. AFTER THE 3RD PLUMBER SAID THEY DON'T DO THAT KIND OF WORK, HOME SERVE "MICHAEL" SAID HE HAD TO CALL AT LEAST 4 OR 5 PLUMBERS TO GET ONE THAT SPECIALIZED IN DETECTING LEAKS UNDER THE SLAB OF THE HOUSE. WHEN I SPOKE WITH MICHAEL I SPECIFICALLY ASKED HIM IF I WOULD BE COVERED WITH THE TWO PLANS I HAVE WITH HOMESERVE AND HE TOLD ME YES. WHEN THE PLUMBER TURNED IN HIS RESULTS TO HOMESERVE THEY INFORMED ME THAT IS WAS NOT COVERED. I WAS GIVEN THE RUN AROUND AND LIED TO BY THIS COMPANY THAT THEY WOULD COVER THE COST OF THE REPAIR. IT'S BEEN A WEEK NOW AND I STILL HAVE NO HOT WATER BECAUSE HOMESERVE JUST KEEPS TELLING ME IT'S NOT COVERED THEY DON'T DID UP FLOORS. THE PLAN FROM THE PLUMBER IS NOT TO DIG BUT TO RE ROUTE THE LINES THROUGH THE CEILING AND WALLS TO THE KITCHEN WHERE THE LEAK IS COMING FROM. THEY STILL REFUSE TO COVER THE COST. THESE PEOPLE ARE LIARS AND RUNNING A SHAME OF A HOME CARE PLAN FOR SERVICES THAT I PAY FOR YET THEN WHEN SOMETHING HAPPENS THEY SAY IT'S NOT COVERED. I WANT HOMESERVE TO COVER THE COST OF THE PLUMBING TO GET ME HOT WATER.Business Response
Date: 12/22/2022
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 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 Ms. ****** on December 20, 2022,
clarified the terms and conditions of her In Home Plumbing policy, and informed
her that the rerouting of her internal plumbing lines was not a covered repair.
Ms. ****** accepted this outcome.
We
trust this response satisfactorily resolves Ms. ******** concerns. We
appreciate you bringing this matter to our attention and giving us the
opportunity to respond. We welcome Ms. ****** to reach out to us with any
further concerns.Initial Complaint
Date:12/05/2022
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 purchased a Maintance plan for my
heating system. After Homeserve sent out
4 diff companies they were unable to
complete the repair. They requested me
to contact my own company and provide an
estimate which I did for about $9300
and they refused to issue a check that I
was promised to complete the repair
they only fix the heating system
partially just replacing one item
however, my system heating system still
not working and they refused to send a
company to finally fix it. I have been
staying in a hotel for over three weeks
now because of the delays that the
company has giving me the company is not
completing their part under the terms
of their agreement and has discriminated
against me at least that’s how I feel
because now I can’t even use my plan and
I don’t see any other reason why
they’re doing that to me besides the
discrimination either that or
retaliation for contacting upper
management to get their employees to
finally do the work which they haven’t
there for the company hasn’t under job
I have proof of of the phone calls
emails I have sent them and I’m sure
they do tooBusiness Response
Date: 12/14/2022
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 have attempted to work with Mr. ********
toward a resolution.
In response to this complaint,
a member of HomeServe’s Office of the President conducted a detailed
investigation and deployed a trusted network provider to repair the circuit
board on Mr. ********’s heating unit on November 30, 2022. On December 12,
2022, HomeServe offered Mr. ******** a monetary settlement to help cover the
cost of any remaining covered repairs to be completed by Mr. ********’s own
contractor. Mr. ******** declined the offer and remains dissatisfied.
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: 12/15/2022
Complaint: ********the employees of Homeserve keep lying about facts.
initially they contracted 4 different companies that did not fix my heating system. These contractors are not reliable at all.
the amount offered by the employee of Homeserve doesn’t cover the cost to repair the system. But regarding that why don’t Homeserve do what they are supposed to do which is to fix the machine?
the rep writing the response and the person that I have been in contact can not process basic communication responses. Or that employer chooses not to understand. I communicated to this employee I accept the monetary offer of the repair for this item. However there is other costs that I have incurred and that will not be a settlement for those cost.
the employee has received emails from me indicating that info and as you can see she is still confused about my response.
Management indicated this employer will assist me and I received sometimes better service from reps that take service calls at times. This employee seems to forget things were discussed on the phone, doesn’t follow up on commitments, lyes about facts and seems to be confused about basic facts of the issue. How does Homeserve expects me to resolve the issue with this type of behavior
I am rejecting this response because:
Sincerely,
***** ********Business Response
Date: 12/27/2022
We are in receipt of the
complaint filed by Mr. ***** ******** 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 12, 2022, HomeServe
offered Mr. ******** a monetary settlement to help cover the cost of any
remaining covered repairs to be completed by Mr. ********’s own contractor. After
additional correspondence, we reached out to Mr. ******** with a best and final
offer on December 16, 2022. Mr. ******** declined.
We
appreciate you bringing this matter to our attention and giving us the
opportunity to respond.Initial Complaint
Date:12/02/2022
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 have a contract with Homeserve for water and plumbing drain line leaks.
my exterminer was under my house doing his inspection ( every 6 months ) when he came out and reported that he found a plumbing drain leak.
I called the home serve people and reported a drain line leak to them and they said they would send someone out.
some company email me an wanted to schedule appointment o they did.
I didn't know at that time the company was out of *******, ( 120 miles away ).
I received a message that they as leaving there office, almost 3 hours later they showed and when i saw there van i asked if they was out of ******* an they said yes !!
though this just dint make since to do that when ************ ** is 20 mile away ???
They went under the house di the inspection an then came out and said that the leak was extensive and they would have to come back but they didn't thing Homeservw would pay to have fixed but they could do the job if I would pay them $2500.
my question was had they talked to Homeserve and to see what they said no we don't think they will but if you will pay us we will.
i use to be a Licensed plumber 25 years ago and when they showed me the pictures, I told them if i was able to get under the house i could fix for for less than $ 500 dollars
they kept saying if i would just pay them they would fix
needless to say this looked and felt just like a old time scam !!!
my problem id still not fixed and i never heard anymore from the plumbing company or from Homeserve
I retired an can't afford these kind of repairs an uncle to do them my self anymore, that why I had taken the Homeserve warranty out !!Business Response
Date: 12/15/2022
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.
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 December 6, 2022.
The OTP member advised that they had requested further information from the
contractor to determine the diagnosis and estimate of the repair, as this had
not been communicated with HomeServe. The OTP member apologized for the poor
experience. The contractor provided information on December 14, 2022, and this
is currently under review. Mr. **** was notified that a second opinion has been
recommended due to a diagnosis dispute between the contractor and Mr. ****.
We
appreciate you bringing this matter to our attention and giving us the
opportunity to respond.Initial Complaint
Date:12/01/2022
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.
A claim was filed on 9-22-2022, the *** ********* repair man did not diagnose the problem correctly. He told us that we needed to have our septic tank pumped out. We called ***** ****** **** cleaners as tank cleaning was not covered. The tank did not need to be pumped out, the clean out pipe was broken which would have been covered had the person sent out from *** ********* had he diagnosed the problem correctly. It required digging out the damaged pipe and replacing it with new schedule 40 pipe material and fittings. Because of the tight location between the tank and house it was necessary to hand dig the job. After fixing the damage it was determined that the drain pipe inside the house was also clogged. That was remedied with high pressure water from the tank clean out truck. Now the drainage water from the house is flowing freely into the septic tank. I had to file a claim with HomeServe USA Corp. because we used a septic tank company that was not on their list. They caused the problem by sending someone out that incorrectly diagnosed the problem. I have spoken with many people and written many emails with no resolution. After over two months, we should have had someone contact us with an email or a message with a phone number and name who can give us an answer.Business Response
Date: 12/05/2022
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 1,
2022 and approved the reimbursement request. The payment request was processed, and Ms.
******* was advised to allow up to 30 days for receipt of the check. Ms.
******* accepted this resolution offer.
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:11/28/2022
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.
My 87 year old mother added to her gas bill 5.49 a month so that if she had any issues she wouldn’t owe a large bill, she lives on 1200.00 a month social security. On June 11 the gas company found a gas leak and removed her meter. We called Home Serve and they sent a plumber out in like 3 or 4 days, he came and said the job was way too much for him to handle. We called Home Serve and they would send someone out the following Monday or was told to find someone that could come earlier and pay them and would be reimbursed. We found the best certified/ honest/ reliable/ reasonable priced and they came out immediately and fixed the issue and billed Home Serve. Called the company and told them we had someone. The bill was never paid of 1106.00 never called or said it wasn’t going to be paid NOTHING. I called when I found out it wasn’t paid on November 26th. They told me I would receive a call back in 24 hours and still have not heard a word from them. My mother cannot afford to pay this bill when she had insurance to cover it! Please assist with finding out if this company is legit so she can stop paying the 5.49 if they won’t cover or pay for work they said that they would pay for. If they won’t return calls not sure how to find out if the are legitimate company or not.Business Response
Date: 12/11/2022
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 contacted Ms. ******** and
requested documentation. This information was received on December 7, 2022, and
is being reviewed at this time.
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: 12/13/2022
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,
**** ********Thank you Trisha S******, she was very helpful, kind and understanding! This company is fortunate to have such a good employee!!
Initial Complaint
Date:11/28/2022
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.
I was notified by my ecobee thermostat that furnace is calling for heat but furnace isn’t turning on. Called HomeServ which I pay $62.46/month for home warranty covering everything they offer including furnace. I got ready for work and called for service appointment about 650AM. At 917 I hadn’t heard back so I called again so I could get part day in at work at least. They knew nothing. I get an email at 1033 saying ******* ********, ********, and ****** ***** is coming bet 7AM and 1 PM on 11/30/22!! Three days!!?? In Mi. NO WAY. Also HomeServ wanted co pay of $100 bef they’d come out!! For what? Plus I’m loosing a days pay at $185 plus $100 for their co pay for nothing plus 7 yrs of premiums minus one service call on my record. I called them back after seeing this Whitney company has numerous bbb complaints against them and they’re about an hr away from me!! Most recent call back to HomeServ about 1050 this AM (11/27/22 btw) said he’d escalate my furnace issue to another level to get a diff company here faster! I’d hear back when they get a response. This is not acceptable. I want my $100 back, $185 for wage loss and after my furnace is fixed I will be canceling most of their lousy home warranty! AND it shouldn’t matter if I’m in military, but yes, I’m 70 yrs old with copd and such stress takes my breath away! And yes I still work to make ends meet!!! Can’t afford HomeServe garbage!!Business Response
Date: 12/05/2022
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 happy to report that the issue is resolved.
In response to this complaint,
a member of HomeServe’s Office of the President (“OTP”) conducted a detailed
investigation of the issue and as a result, emailed Ms. **** on December 2,
2022 and apologized for the delay in service. Ms. **** emailed the paid invoice
for review and requested reimbursement. The OTP member approved the
reimbursement request, and this was processed on December 1, 2022. Ms. **** was
advised to allow up to 30 days for the payment to process. Ms. **** accepted
this resolution offer.
We
trust this response satisfactorily resolves Ms. ****** concerns. We appreciate
you bringing this matter to our attention and giving us the opportunity to
respond. We welcome Ms. **** to reach
out to us with any further concerns.Customer Answer
Date: 12/06/2022
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:11/28/2022
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.
I can't cancel this account and they continue to charge me. HOMESERVE USA ********** ** Digital Account Number ****************Customer Answer
Date: 12/07/2022
Hello,
This complaint has been resolved satisfactorily by the vendor. This was a misunderstanding. I didn't realize this was related to a critically important exterior water service I need from this company.
I'm sorry for the confusion and grateful for the help from the BBB and HomeServe.
Thank you,
*******
Initial Complaint
Date:11/28/2022
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.
As executrix of my father's estate, I have tried to resolve a claim for work completed 2.21.22. My dad, ****** ** ******, formerly of ***** ********* ***** ********** *** was a customer of ********** ***** ******* since 1968. In 2017, he initiated a sewer and water line service agreement through ********** ***** with HomeServe, agreement number ********. 12.10.21 he passed away from injuries sustained after being hit by a drunk driver. Before that time he took care of his household, paying bills and such. After his death I took care of anything to do with running of the household. I live in ************ and would stay at my dad's house on weekends. My brother would go to the house several times during the week as he lives in **********. 2.21.22 I was staying at the house and raw sewage was backing up into the basement and created problems with the function of the toilets. I called T** ******* ********. They had to replace the sewer line, jackhammering the basement and digging up a portion of the front yard, costing $10,131. I paid the full amount that day. The 2022 February water bill was delivered in March. I noticed the line items on the back of the paper bill for the service agreement.I didn't realize my dad had the service agreement or I would have called them directly instead of calling Drexler. I immediately reached out to HomeServe. Customer service said no problem and requested documents and video which I submitted in March. April I reached back out and was told it was still processing. I did receive a check later in April for $435 from HomeServe with no explanation. I have not cashed that check. I reached back out for an explanation and no response. May no response. June I reached back out and no response. July and August were my final attempts. I tried to find email addresses or phone numbers other than the general ones I have been using but I didn't find any. I don't know what to do at this point other than reach out to BBB,
Thank You,
*** ********Business Response
Date: 12/14/2022
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.
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 14,
2022. The member advised Ms. ******** that HomeServe could not provide
reimbursement for the repairs since HomeServe was not contacted prior to the repair
work being completed and that all coverages were canceled. The member explained
that the reimbursement of $435.00 was the maximum that could be provided to
her. 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: 12/15/2022
Complaint: ********
I am rejecting this response because:
If my father hadn't been hit and killed by a drunk driver in December of 2021, he would have called HomeServe when the sewage began backing up in his home in February of 2022. Eventhough I am the deceased's daughter and executrix of the estate, I didn't know he had this coverage until after I received a ********** ***** bill in March for February water service. The emergency work was over $10K, paid for from the estate and the work completed in February. I was staying at my dad's house on weekends, when this happened, as I live in Indiana and my dad lived in Kentucky. I continued paying the water bill from March 2022 until the house sold in May 2022. On the bill were line items for the HomeServe contract. This means, unlike what Trisha said, the contract was in force and should have covered the repairs in February. Trisha S******, from HomeServe office of the president, denied the claim because as she put it, the event requiring immediate attention of a plumber, outside of the scope of the contract, would have to have been due to a catastrophic event which my dad's untimely death was not. Just because as executrix I was unaware of the service agreement my dad was paying for didn't account for anything. Also because the house was sold in May, he didn't currently have a contract with HomeServe so not only is there no contract as of May 2022 but they would not have an account number to associate a payment to. They cut the estate a check for $435 in May. Couldn't they reopen the account? She mentioned HomeServe only had a record of 2 calls to check on the progress of the case and those were in September. She neglects to mention the emails I sent her. My first call was in March, when I received the February bill. My dad was older and preferred paper bills so he wasn't registered for online access. I followed up the call with emails and more calls throughout 2022. I also forwarded all of the emails to her. Had she read the emails, that no HomeServe employee followed up with me, she would have known that. It was always me reaching out to get a resolution. I researched when and why HomeServe and ********** ***** became partners. It seems ********** ***** customers were not using as much water as they had in previous years. Offering the HomeServe Service Agreement provided ********** ***** with an additional income stream. Is HomeServe taking advantage of the elderly? Are they taking advantage of estates and seeing my situation as a loop hole? I don't know but I did tell Trish that I would warn others because HomeServe doesn't care about their customers nor situations like this and their customer service, when something does go wrong, is no customer service. Does that sound like I accepted/agreed to her decision? I did not.
Sincerely, *** ********
*** ********Initial Complaint
Date:11/23/2022
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.
Filed a claim on 10/26 with Homeserve to investigate standing water in our backyard. 10/27: ********** ******** *** *** were dispatched to investigate. Informed case would be reviewed. Once approved, the contractor would return for repair. 11/4: Sent email inquiry which did not provide next steps. 11/10: Call placed to Homeserve and spoke with John who informed me he would call contractor. If no response to call him back. 11/11: Called back and was told that info was not correct. The claim was approved but estimate was pending. Told I would receive a call once settled. 11/12: called back and was told no further information was available. 11/22: No call received during this 10 day stretch. During this time tended to a family emergency and passing of mom. Called Homeserve to speak with Latecia who said claim was approved and she would contact contractor and call me back. No call. Later in the afternoon, called back and spoke with Bruce who said the claim was approved but in review process. I requested escalation to management. I was told an email was sent and someone would return call in 24-48 hours. I informed him that was unacceptable after 3 1/2 weeks of worry and worsening flow of water. I informed Bruce I was contacting the Attorney General's office and filing a complaint with BBB.Business Response
Date: 12/08/2022
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 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 December 2,
2022, and confirmed the repair was completed to her satisfaction on December 1,
2022.
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: 12/08/2022
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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