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:11/18/2022
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 use Home Serve for our main sewer line because we have an older house.
On November 4th, that main sewer line backed up. Completely. Irreparably. Whatever we put in the pipes goes into our basement. I mean, a complete and absolute blockage. We cannot use our water or flush our toilets.
That was two weeks ago, and since then, Home Serve has been unable to arrange for our insured pipe to be replaced or fixed.
On November 6th, a Home Serve affiliate plumber (********* ********) came and took the necessary steps to prove that tree roots were blocking our main sewer line.
On November 10th in the afternoon, the plumber's estimator sent in an estimate. This estimate was supposed to take about three days to be approved. It took seven days (seven. days. without water in our home) for Home Serve to approve the work, and then it was only after I spent almost a half an hour on the phone with a manager.
This afternoon, I was told by Home Serve reps that 1) the plumber is very busy right now 2) they left the plumber a message and 3) the plumber is submitting a new cost estimate.
I've been advised to wait for this new cost estimate to be approved.
Every day, I call Home Serve twice a day. No one at their call center seems to have the power to help me. 50% of the time, they ask to call me back and then they don't.
Look, I understand that things go wrong. I also understand that maybe the plumber is not doing their job. And that's not totally Home Serve's fault. But Home Serve does provide a service that requires them to work with competent people:
1. Taking 7 days (4 days beyond their policy) to approve my EMERGENCY job: incompetent.
2. Locking in to a plumber who *suddenly remembers* that they wanted to submit a new cost estimate: incompetent.
For those of you wondering, I do have a budget for hotel use from Home Serve. I have maxed it out (duh. TWO WEEKS) and they will not give me more money in the case of this emergency.
I want to use my own bathroom, Home Serve.
Business Response
Date: 12/01/2022
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 can confirm the repair was completed on November 21, 2022, and the
restoration is in progress.
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 Ms. ***** on November 21,
2022. A message was left on her voicemail acknowledging receipt of the
complaint and to confirm that the contractor had scheduled the appointment and
was due that day. The OTP member also emailed the customer to apologize for the
delays she had experienced and requested a call back if she had any further questions.
To date we have had no further contact with the customer.
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: 12/01/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and while I am still disappointed that the entire fix took 17 days—and that the final restoration did not take place until I called your office multiple times—, I have found that the final resolution is satisfactory to me. Thank you for fixing my plumbing disaster.
Sincerely,
**** *****Initial Complaint
Date:11/18/2022
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'm 84 years old and I've had insurance with them and I pay for it every month.my heat stopped working and I've called them over twenty times and still haven't sent no one to fix my heat and it's been very cold here lately and I pay for there services and ain't getting them to do whet I pay them for it's been almost 2months and now they won't even answer my calls please helpBusiness Response
Date: 12/01/2022
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 1,
2022, and confirmed the repair was completed to her satisfaction on November
30, 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.Initial Complaint
Date:11/17/2022
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 wife and I have maintained a home repair plan through HomeServe since at least 2017. On November 9, 2022, we made a claim for our water heater, which is covered under that plan. The heater has been leaking from the bottom.
HomeServe sent out a contractor who told us that, despite the fact that there was water in the bottom of the water heater, he could not rule out the possibility that water was leaking up through the concrete pad of our utility room, through the vinyl flooring, ascending the quarter-inch space created by the legs of the heater, and up into the bottom of the heater's casing. Under this theory, the water would have to be entering the room only through the 20-inch-diameter circle covered by the water heater.
The water had been cleaned up repeatedly and continued to leak out from under the water heater for five days prior to the technician's arrival, making this theory even more absurd. The technician called a supervisor who said HomeServe would not authorize replacement until we had the unit removed at our own expense and proved that water was not entering upward into the tank.
The technician also brought up the fact that the water heater, which had been installed by HomeServe, was not installed in keeping with the building code, and that we would have to pay out of pocket to remedy this. He indicated that it would cost several thousand dollars.
We have contracted to have the unit replaced. Installing it in keeping with the building code will not require thousands of dollars of chimney work, just installation of a slightly shorter unit. If HomeServe is going to deny claims with false excuses, the least it can do is refund the $25 service fee and the $10.95 a month my wife and I have paid for a policy that HomeServe did not intend to honor.
The HomeServe plan is under my wife's name, ******** ** ******, and arranged through ******** ******, Account # **********Business Response
Date: 11/29/2022
We are in receipt of the
complaint rejection 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.
A member of HomeServe’s Office
of the President has made several attempts to contact Mr. **** and Ms.
******. As we have not been able to reach Mr. **** by telephone or email,
a no contact letter was mailed on November 28, 2022. We encourage
Mr. **** or Ms. ****** to get in touch to discuss resolution options.
We appreciate you
bringing this matter to our attention and giving us the opportunity to
respond.Initial Complaint
Date:11/16/2022
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.
I have Homeserve insurance for my exterior water line. Terms and conditions are attached and include that the repairs can be up to $10,000 per year. Our water main has a leak, costing us over $400 in water loss (not to mention the harm on the environment). After filing my claim with Homeserve, ***** ******** came out and looked at the problem. They contacted me back and stated that it is a covered service and scheduled ***** ******** to do the job. Homeserve and ***** did not provide me with any details of what would be done to fix the problem. I have a quote from ****** ******** (attached) that outlines exactly what needed to be done to do the job correctly, and to follow code. I contacted both Homeserve and ***** who both denied me an invoice/bid/explanation of what was going to be done. They told me it would be a "spot repair". When I was able to speak on a conference call with both Homeserve and *****, I questioned ***** more, they explained verbally that they would replace only part of current (60+ year old) pipe with new pipe, but they would not complete the whole line to get us up to code because this is the contract they have with Homeserve. We agreed to the service with ***** because Homeserve does not do business with ******. Today, the job was completed by two young men who explained to me that they replaced about 3 feet of the pipe and to be honest they didn't know how long it would last. They said they had to keep chasing the leak. This is was exactly what we were worried about. Now, we will have to repair the excavation done in our yard only to have it re-excavated at some unknown time when the leak appears again. Homeserve needs to pay ***** to do the job correctly the first time. I would be happy to have ***** come back out and repair the line correctly, while our yard is still freshly excavated and before we make the repairs to get it back in shape.Business Response
Date: 11/29/2022
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, contacted Ms. **** on November 21,
2022, and offered clarification of the terms and conditions of her service
agreement. Having determined that our network provider was successful in
repairing the leak in Ms. ****** water line, we informed her that HomeServe
would not cover a full line replacement under her policy at this time. However,
should Ms. **** experience any further leaks or issues, HomeServe will be happy
to assess her situation in line with her Water Service Line Plan terms and
conditions.
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:11/15/2022
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.
Homserve not honoring warranty for repair of water line. For last 10 days stalling, water turned off at residence of 81 yr old disabled man. Homserve keeps requiring new estimates as they do not like estimate offered by company that they sent.Business Response
Date: 11/29/2022
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 (“OTP”) conducted a detailed
investigation of the issue and as a result, called Mr. **** on November 14,
2022 to apologize for the delay in service. The OTP member advised that a
second opinion had been requested to minimize his out-of-pocket cost. On
November 16, 2022 Mr. **** advised he had received an estimate from a 3rd party contractor and stated that they could do the repair within his benefit
limit and no out-of-pocket cost to him. The OTP member liaised with the 3rd party contractor, approved the estimate and agreed to pay them directly once
the repair had been completed. The repair was completed on November 21, 2022.
As a courtesy for the delay in service, Mr. **** was offered free coverage for
a year, for his current policies with HomeServe. Mr. **** was satisfied with
the resolution offered.
We trust this
response satisfactorily resolves Mr. ****** concerns. We appreciate you
bringing this matter to our attention and giving us the opportunity to
respond. We welcome Mr. **** to reach out to us with any further
concerns.Initial Complaint
Date:11/15/2022
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.
I have been a customer of HomeServe for three years. The company is recommended by ********* **** for any older homes which have an aging sewer line. On November 6th, 2022 we had raw sewage back up into our basement. I called HomeServe and they contacted a local plumber that they are affiliated with to come to our home the next day. Because raw sewage is a health hazard, we also contacted a local plumber and had them come out to snake the line so we could use our toilets, dishwasher, shower, and washing machine. That plumber cleaned the line. The next day, November 7th, HomeServe's contracted plumber came out with a camera to look at the line. In his words, he said that "the line was clean and flowing". On November 13th, we had another backup, with raw sewage coming back up in our basement. I called HomeServe and asked for a plumber to come back out. They contacted the same plumber and we scheduled for him to come back to my house on the afternoon of the 14th. He never showed up and when I called HomeServe to make sure they were coming, I was told that everything was fine and that they system noted that we had requested a visit from their contracted plumber. It is essential for my family to be safe, so we also contacted the same plumber we had used to snake the line on the 7th, and they did return and ended up breaking their snake off in our exterior line. We also called the city the flush the main sewage line, which they did promptly on the 13th. Because of the health hazards associated with raw sewage and having a snake stuck in our basement cleanout, we did choose to replace our sewage pipe. When I called HomeServe on November 15th to inquire about a possible reimbursement for a portion of the sewage pipe and to inquire why no plumber had shown up in response to my request, I was told that I could not request reimbursement. I asked to speak to a manager and was denied a request to have instructions shared with me as to how to submit a reimbursement.Business Response
Date: 12/06/2022
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. ********* on November
28, 2022. The member requested the invoices from Ms. *********** repair. The documentation
was received on December 1, 2022, and is under review 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: 12/06/2022
Complaint: ********
I am rejecting this response because we have not reached a resolution yet. I acknowledge that HomeServe has connected with us but would like to proceed through their investigation and reach a resolution before resolving this specific complaint. I also filed a claim with HomeServe that was never acknowledged. It was only when I went through the Better Business Bureau that the company responded to my complaint.
Sincerely,
********* *********Business Response
Date: 12/19/2022
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
16, 2022, and confirmed we would be reimbursing a portion of her out-of-pocket expenses.
Ms. ********* accepted this outcome.
We
appreciate you bringing this matter to our attention and giving us the
opportunity to respond. We welcome Ms.
********* to reach out to us with any further concerns.Customer Answer
Date: 01/23/2023
Good morning,
I am following up on a complaint I registered with the Connecticut BBB last month. Homeserve had agreed to reimburse us last month, but thus far has not followed through with that promise and has failed to respond to my repeated requests to send us either a wire or reimbursement check. I am at a loss at this point, and would like to resurface my original complaint with the Better Business Bureau. Thank you very much for your help.
Sincerely,
********* *********
Customer Answer
Date: 01/31/2023
***** ********* ** ********* ************************
***** ******** ******* *** **** ***** **
*** ****** ******* *********************************
******** *** **** ********* ************* *******
Thanks, Trisha. I did already reach out to the BBB and shared that this issue had been resolved.
*********
Initial Complaint
Date:11/14/2022
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.
On 2 September 2022 I saw water in the yard and I suspect that waterline in the yard broke. I shut off the main waterline. I called Home Serve on 6 September 2022 as HomeServe was closed on 5 September. Home serve hired ********** ******** to address the issue. Despite this was emergency ********** ******** started digging on 15 September. On 16 September 2022 ********** ******** started digging everywhere to include driveway (see driveway damage). I contacted the HomeServe and representative reassured me that damage will be fixed. Instead of using the machine to find out leaking area ********** ******** dug across driveway on 16 and 19 September 2022.
On 19 September 2022 ********** ******** hired company to find the leak and actual leak (see actual leak) was in the garden. After knowing the actual leak it was fixed on 20 September 2022 but causing significant damage to the driveway. HomeServe hired different PLUMBING company to patch the driveway but damage was too extensive. When I complain to HomeServe about poor quality of patch work (see patch job) HomeServe asked me to obtain estimate. After providing estimate (see paving proposal) HomeServe refused to pay saying that digging the driveway was necessary. I do not agreed. Actual leak area in the garden was no where near the driveway. ********** ******** company caused unnecessary damage to the driveway. Instead of finding location of leak before digging ********** ******** that HomeServe hired caused extensive and unnecessary damage to my driveway. I paid over $4000 to fix the driveway to the original condition and I ask HomeServe to provide at least 75% of cost of repair. I asked HomeServe to pay at least $3000. Thank you for your consideration.Business Response
Date: 11/23/2022
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.
In response to this complaint,
a member of HomeServe’s Office of the President is conducting a detailed
investigation of the issue and called Mr. ** on November 16, 2022, and
requested additional documentation. Mr. ** has agreed to submit the requested
documentation and continues to remain in communication with HomeServe’s Office
of the President.
We
appreciate you bringing this matter to our attention and giving us the
opportunity to respond. We welcome Mr.
An to reach out to us with any further concerns.Initial Complaint
Date:11/14/2022
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.
My heat went out on 10/14/2022 at 3:00a.m.. I called homeserve to come out and they said they can not because im paying for only a/c coverage not heat coverage. But i was told back in 2019 that since i have a all in one unit that it would be covered. My unit is central air and heat. I don't have a separate unit for heat so therefor i didnt need the extra coverage.Business Response
Date: 11/28/2022
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 November 23,
2022, and enrolled him in Heating System coverage. Mr. ****** also received a
discount on the new policy, as well as a discount on the term payment for his
other active coverages. Mr. ****** accepted this outcome.
We
trust this response satisfactorily resolves Mr. ******’s concerns. We
appreciate you bringing this matter to our attention and giving us the
opportunity to respond. We welcome Mr. ****** to reach out to us with any
further concerns.Initial Complaint
Date:11/11/2022
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 Home services home repair coverage for more than 20 years and paid over 10,000 dollars. The coverages I paid for were electric, indoor plumbing and outdoor plumbing. I hardly ever used it and in the past they provided with service when I needed it. On 10/31/2022 I needed a repair where a shutoff valve was leaking. I was told by the repairman that they sometimes they cover it and sometimes they won't. For me they did not cover it. I am aware that facets and toilets are not covered but this was a shutoff valve which was part of the indoor plumbing.
I read numerous reviews about customers not receiving the services they paid for. The BBB really needs to investigate this company. Please take the time to read the negative reviews.Business Response
Date: 11/23/2022
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, (“OTP”) conducted a detailed
investigation of the customer’s account and claim history. Mr. ********* has
been a customer since 2005. On November 3, 2022, the technician on site advised
HomeServe that the valve on the outside hydrate leading to the hose bib, needed
to be replaced. A member of HomeServe called Mr. ********* to advise that the
repair was not covered under the Service Agreement, as the terms and conditions
stated under Plumbing and Drainage Coverage; What is a Covered Repair? Repair
or replacement of the following inside Your Home, for which You
have sole responsibility, that
is damaged due to normal wear and tear: The partially or permanently blocked or
leaking Plumbing and Drainage pipes that carry fresh water and wastewater.
Mr. ********* disagreed with
the diagnosis and believed that it was the shut off valve which was part of the
indoor plumbing. Mr. ********* advised the HomeServe agent that he would get
another company to complete the repair.
On November 4, 2022 a member of
the OTP team called Mr. ********* in response to his complaint and was advised
that as he had disputed the diagnosis, a second opinion had been approved. Mr.
********* declined the second opinion and advised he was cancelling his
coverages.
Mr. *********** coverages were
cancelled on November 11, 2022, and a refund was processed.
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: 11/23/2022
Complaint: ********
I am rejecting this response because:
Sincerely,
****** *********Customer Answer
Date: 11/23/2022
Everything eventually breaks due to normal wear and tear. So I paid for this insurance for many years and now I found out that nothing is covered. BBB please investigate this company. I read many other reviews about people having the same experience. This company is a SCAM.Business Response
Date: 11/30/2022
We are in receipt of the complaint rejection filed by Mr. Zabretsky
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. We take customer complaints seriously.
Based on the information we have received from our
experienced and trusted network contractor and the terms of the Service Agreement,
HomeServe’s position on this matter has not changed. The Service Agreement states What is a Covered Repair? Repair or replacement of the following inside Your
Home, for which Youhave sole responsibility, that is damaged due to normal wear
and tear: The partially or permanently blocked or leaking Plumbing and Drainage
pipes that carry fresh water and wastewater.
We appreciate you bringing this matter to our attention and
giving us the opportunity to respond. We
appreciate this may not be the outcome Mr. ********* wishes to receive,
however, we believe our investigation and resolution is fair.Customer Answer
Date: 11/30/2022
Complaint: ********
I am rejecting this response because: I have been scammed by a lot of money out of this company. The BBB needs to investigate this. Please BBB take the time out to look at other customers reviews.
Sincerely,
****** *********Initial Complaint
Date:11/09/2022
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.
I have the Homeserve warranty through ******** ** *****. Last year my main drain clogged and they sent ********* ******** to snake the line. They broke their snake in the drain under my house. After a lot of turmoil I was able to get them to pay for replacing all the drains under the how and connecting to my main drain just past the snake still there. So now I get stopped off main drain line from time to time and they send someone out to snake it after I paid for a clean out I. The front yard. This time i had to call and they snaked it ran a camera and said it was the city’s responsibility the city came out and said it was their responsibility. Homeserve sent some guy out and he snaked it and said definitely the city’s issue. This guy didn’t put a camera down there so he knows nothing. So I called again they sent someone else out and now I get a call saying the drain can’t be fixed and needs to be replaced. So now they won’t even come back when it gets clogged again from the collapsing parts and the roots. So how is fixing different from replacing. It ** and word games that’s a scam. This is causing me to have severe anxiety and I don’t have these kind of problems ever. The money I have paid for peace of mind was all for nothing. As well this last back up came back through my shower drain and could not be snake clean so of course that was not covered so $575 later I had my shower drain replaced and they didn’t even put it back the way it was. The vent above the drain is all bent up and not flush. So they are just a scam and are raking in the money and providing a service for plumbers to get business and tell you it’s nit covered. Scam Scam Scam ScamBusiness Response
Date: 11/21/2022
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 (“OTP”) conducted a detailed
investigation of the issue and as a result, called Mr. ******** on November 9,
2022 and acknowledged receipt of the complaint. The OTP member advised Mr.
******** that the network contractor was on site on November 11, 2022 and
recommended a full line replacement. The Service Agreement terms and conditions
state under What’s Covered; We will arrange and pay for the repair due to
normal wear and tear of a single blocked Exterior Sewer/Septic Line for which
You have sole responsibility, that supports Your Residence. The Exclusions
state: If during a Service Call it is discovered that Your Exterior
Sewer/Septic Line has more than two (2) unrelated problems, an entire
replacement of Your Exterior Sewer/Septic Line will be necessary, which is not
covered by this Service Agreement.
The OTP member agreed to investigate
the job history to determine why a spot repair could not be done. On November
14, 2022 the OTP member contacted Mr. ******** and advised that the previous
claims regarding the sewer septic line had been resolved in 2021. The OTP
member confirmed that the Service Agreement does not cover the replacement of sewer
septic lines, as it was a repair only policy. Mr. ******** was dissatisfied with the outcome of the investigation and
felt the repair and replacement were one in the same. Mr. ********, requested
to cancel his Sewer Septic Line and Water Service Line coverages. The OTP
member cancelled both coverages as requested.
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.Business Response
Date: 11/21/2022
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 (“OTP”) conducted a detailed
investigation of the issue and as a result, called Mr. ******** on November 9,
2022 and acknowledged receipt of the complaint. The OTP member advised Mr.
******** that the network contractor was on site on November 11, 2022 and
recommended a full line replacement. The Service Agreement terms and conditions
state under What’s Covered; We will arrange and pay for the repair due to
normal wear and tear of a single blocked Exterior Sewer/Septic Line for which
You have sole responsibility, that supports Your Residence. The Exclusions
state: If during a Service Call it is discovered that Your Exterior
Sewer/Septic Line has more than two (2) unrelated problems, an entire
replacement of Your Exterior Sewer/Septic Line will be necessary, which is not
covered by this Service Agreement.
The OTP member agreed to investigate
the job history to determine why a spot repair could not be done. On November
14, 2022 the OTP member contacted Mr. ******** and advised that the previous
claims regarding the sewer septic line had been resolved in 2021. The OTP
member confirmed that the Service Agreement does not cover the replacement of sewer
septic lines, as it was a repair only policy. Mr. ******** was dissatisfied with the outcome of the investigation and
felt the repair and replacement were one in the same. Mr. ********, requested
to cancel his Sewer Septic Line and Water Service Line coverages. The OTP
member cancelled both coverages as requested.
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: 11/21/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me.
I still feel that they took my money the entire time knowing I have a 70 year old ********** pipe in the ground just like every house in the neighborhood would have had when built in 1950. So I say this is just lawyer B.S. speak when determining repair versus replacement. You cannot fix a 70 year old ********** pipe that I have found. So what was the point other than taking my money and causing me to pay for services that their contractors would state not covered and bill me. I spent over $1000 minimum dealing with their scam. They send people out because my line would clog they would say it’s not a covered repair and bill me and they would star it’s because of the condition of the line. But they never put a camera down the line. I had to have one of those companies who broke a snake off in the drain under the house happen before I could get Homeserve to cover having a company scope the drain. Then they still don’t know what they we’re seeing and tried to tell me it’s the cities problem. They even sent a second guy out , he snaked it one more time and said yep its the cities problem. I had the city come out and they put the camera down the drain and you could actually see their video and they explained what everything was I was seeing. I just think they are a scam for 98% of their donors. Scam Scam Scam. The president’s secretary called and did the research. She was nice and polite. What are her credentials to determine what’s what. They play a word game of repair not replacement in my area. B..S shenanigans. Now I am out this last time $575 due to the back up clogged my shower drain and they could not snake it ??? So I had to pay for the replacement of that drain. I am currently searching for pricing to replace the drain line and will have to take out a loan which will I hope not effect my need to replace my roof soon.
Sincerely,
***** ********Customer Answer
Date: 11/21/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me.
I still feel that they took my money the entire time knowing I have a 70 year old ********** pipe in the ground just like every house in the neighborhood would have had when built in 1950. So I say this is just lawyer B.S. speak when determining repair versus replacement. You cannot fix a 70 year old ********** pipe that I have found. So what was the point other than taking my money and causing me to pay for services that their contractors would state not covered and bill me. I spent over $1000 minimum dealing with their scam. They send people out because my line would clog they would say it’s not a covered repair and bill me and they would star it’s because of the condition of the line. But they never put a camera down the line. I had to have one of those companies who broke a snake off in the drain under the house happen before I could get Homeserve to cover having a company scope the drain. Then they still don’t know what they we’re seeing and tried to tell me it’s the cities problem. They even sent a second guy out , he snaked it one more time and said yep its the cities problem. I had the city come out and they put the camera down the drain and you could actually see their video and they explained what everything was I was seeing. I just think they are a scam for 98% of their donors. Scam Scam Scam. The president’s secretary called and did the research. She was nice and polite. What are her credentials to determine what’s what. They play a word game of repair not replacement in my area. B..S shenanigans. Now I am out this last time $575 due to the back up clogged my shower drain and they could not snake it ??? So I had to pay for the replacement of that drain. I am currently searching for pricing to replace the drain line and will have to take out a loan which will I hope not effect my need to replace my roof soon.
Sincerely,
***** ********Business Response
Date: 11/30/2022
We are in receipt of the complaint rejection 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. We take customer complaints seriously.
Based on the information we have received from our
experienced and trusted network contractor and the terms of the Service Agreement,
HomeServe’s position on this matter has not changed. The Service Agreement does
not cover the replacement of sewer septic lines, as it was a repair only
policy.
We appreciate you bringing this matter to our attention and
giving us the opportunity to respond. We
appreciate this may not be the outcome Mr. ******** wishes to receive, however,
we believe our investigation and resolution is fair.Business Response
Date: 11/30/2022
We are in receipt of the complaint rejection 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. We take customer complaints seriously.
Based on the information we have received from our
experienced and trusted network contractor and the terms of the Service Agreement,
HomeServe’s position on this matter has not changed. The Service Agreement does
not cover the replacement of sewer septic lines, as it was a repair only
policy.
We appreciate you bringing this matter to our attention and
giving us the opportunity to respond. We
appreciate this may not be the outcome Mr. ******** wishes to receive, however,
we believe our investigation and resolution is fair.
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