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:11/07/2022
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 recently contacted homeserve about getting additional services added to my plan such as A/C and Heating. The lady on the phone told me they had a package for only $25 that covered everything. Too my surprise when my bank account was drafted it was several small individual charges. I overlooked my balance with my bank and to my surprise because of all the small individual charges instead of the lump sum I was billed 6 different NSF charge of $26 each from my bank which totaled $156. I called home server to see if I can get help on the overdraft fees and the young lady said she would submit paperwork to help me out. I told her I needed to cancel the service all except the water internal and external and the sewer line. The lady said she would cancel and issue a credit back to my bank. To my surprise instead of a credit I see that they are retrying the payment again. I have been a customer for many years and I hardly ever have to ask for anything but I need what was promised to me. I would like a refund and help with the over drat fees as promised.
Business Response
Date: 11/17/2022
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 of the issue and as a result, emailed Ms. **** on November 9,
2022, and supplied an explanation of the charges and refunds that had been
applied to her account. On November 12, 2022, Ms. **** confirmed that she
received the promised refund. On November 15, 2022, she accepted the
explanation of her charges.
We
trust this response satisfactorily resolves Ms. Hart’s concerns. We appreciate
you bringing this matter to our attention and giving us the opportunity to
respond. We welcome Ms. **** to reach out to us with any further concerns.Initial Complaint
Date:11/04/2022
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 signed up for the boiler replacement plan, today I called to get my dishwasher repaired and they said I didn't have that service. So I asked to review my service and they said I chose the boiler repair. Initially when I called, and got a plan it was for a boiler replacement and appliances. I forgot I did not get the appliances because of the monthly fee. But, I did get the replacement plan....thank God my boiler is not broke and Homeserve did a bait and switch. They changed my plan to repair. I have a new boiler, I don't need a boiler replacement/repair its covered under warranty. Everybody knows if your water heater burst you need a new one....there is no such thing as a replacement. If i now add the boiler replacement I must wait 90 days...but the reason I initially called because my friend Ruth boiler burst and she got a new one through this plan. This is a classic case of bail and switch.Business Response
Date: 11/17/2022
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 November 14,
2022, and informed her that we would be happy to help her enroll in the
coverage plans that best suit her needs. Ms. **** agreed to review the terms
and conditions for the plans that are available in her area and reconnect with us
to update her enrollment.
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:11/03/2022
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 October 29th I called to file a claim. Customer service rep set up appointment with service shop. Advised I had coverage. Called back after calling the service tech and was told my service request has been cancelled. Called over 6 times on November 1st to see what happened and was advised I would not have to pay for a service tech to come out. Only would have to pay for the hour rate and not the fee. I then told the service center I signed up around January 2020 and elected this service. Shawn from the Office or President called me and said I would not be getting reimbursed and even though the reps messed up and did not leave notes when I initially called. There waw nothing he was willing to do.I was hung up on by reps and treated horrible!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.
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 15, November 18, and November 22, 2022. A letter requesting contact was sent to the address on file. The member was able to confirm Mr. ****** enrolled in the sewer septic line coverage with HomeServe on November 3, 2022.
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:11/02/2022
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.
From 8/20115 to 8/5/2022
Gas line & furnace repair service. I never signed up for this service 7 years ago. My furnace was brand new at that time, nor would I sign up for gas line service. Both my son & brother have a license HAV, Elec. & Plumbing so I wouldn't get these 2 single services. I also had & still do the *** service plan that covers many things in the household & have had *** for 20 years. I realized this matter when I received a auto renewal letter. so I called ***** about this matter they referred me to contact Home Serve, which I did twice on 8/5/22 & 9/13/22 requesting a copy of both contracts that they say I signed each time I called. Both times they said they send them out by US mail. I never receive any thing from Home Serve pertaining to the contracts they say I signed. On my monthly ***** bill the charge show up under Unregulated Service Charges. I just thought it was a normal charge all this time.the best that I can figure out what Home Serve owes me is $1532.16.
I wonder how many other ***** Customers are being charge for any service & don't know they have a service & paying for it? Home Serve sends out so many letters a month for service, I happen to open the right letter.
Service agreement # ******** & ********
***** acct# ***********Business Response
Date: 11/14/2022
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 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
3, 2022, and told him that HomeServe had kept the documentation from his postal
enrollment in Gas Line coverage, and had a recorded call of his enrollment in
the Heating System enrollment. HomeServe has sent a copy of the postal
enrollment to Mr. ********** via USPS, and on November 11, 2022, shared the
audio of the phone enrollment over the phone. Mr. ********** accepted this
outcome.
We
trust this response satisfactorily resolves Mr. ************ concerns. We
appreciate you bringing this matter to our attention and giving us the
opportunity to respond. We welcome Mr. ********** to reach out to us with any
further concerns.Initial Complaint
Date:11/02/2022
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.
This company was hired by the electric company for us, since we purchased coverage for our heating system. On 10/28/22 home serve sent *********, two employees to inspect our furnace.they said blower motor was bad. they did not say anything about the floor around the furnace. but when we called home serve next day they said the area would need cleaned up before they came back? we would have furnished something to keep them off the floor, but they did not ask. we called the next day to home serve and the said they would need access photos sent before they would finish job.
We have suffered great embarrassment from this company. They should not be able to do business in **** ********.Business Response
Date: 11/18/2022
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 and as a result contacted Ms. ******* on November 16, November 17,
and November 18, 2022. A letter requesting contact has been sent to the address
on file. We highly encourage Ms. ******* to reach back out so we can assist
with her complaint.
We
appreciate you bringing this matter to our attention and giving us the
opportunity to respond.Customer Answer
Date: 11/19/2022
Complaint: ********
I am rejecting this response because: I have paid for a warranty on our heat pump / furnace air conditioner. Home Serve USA failed to find a service provider in my area. Home Serve USA. has failed to find a service provider in my area in a reasonable time. Why would they take premiums from my bank for years and then tell me we don't have a service provider or fail to pay me what the price of a blower motor costs and two hours labor? My husband had to repair the furnace blower motor, since the weather turned very cold. we are both disabled elderly people. what has been done is unacceptable.Home Serve USA has offered no real solutions, only phone harassment.I have attached a letter that was sent to Home Serve USA.
Sincerely,
**** **** *******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.
In response to this complaint,
a member of HomeServe’s Office of the President conducted a detailed
investigation of the issue and as a result, emailed Ms. ******* on December 2,
2022. The member confirmed that for the repairs to be complete Technicians must
have safe and clear access to, and safe working conditions at and around the
work area. Ms. ******* declined to provide evidence that the area was cleared so
the contractor could return to the home. Ms. ******* informed the member that
her husband replaced the necessary part and requested reimbursement for out-of-pocket
expenses. The member denied the request as the terms and conditions state we will
not reimburse for any repairs made by you or anyone you hire.
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
Complaint: ********
I am rejecting this response because:of another lie from this non compliant insurance company (home-not-serve). These people have said we needed to provide a safe and clear access to and around work area from the start of this ordeal. this was provided. i kenneled my dogs and let their idiot repair men in my house, where I now have learned that pictures were taken in my house, "WITH OUT MY PERMISSION" This is breaking federal & state laws. People still do have rights of privacy in there own homes. If the discoloration on concrete floors upset them, they could have put paper down to work on. You can talk to any furnace repair companies that working in and around furnaces is usually a dirty job.I told this company that I had re-cleaned, but they could not accept that, said I had to re-clean the area and now they are requiring pictures?
Later on I was told by a home serve employee,joslin that left a voice mail on 11/03/22 stating they could not find any service providers in our area. She said we could get it fixed and they would reimburse us. obviously this was also a lie.
I paid for this insurance for many years, then I call and say I need to get my furnace repaired on 10/20/22. Their idiot repair men didn't show up until 10/28/22, only to fix nothing and apparently commit a crime in my home by taking pictures without my permission. never said anything to me and left. I Called 10/31/22 to find out when they were going to get my furnace repaired, only to find out they had no plans of coming back. Bottom line is Me and my husband are both elderly and disabled. We were depending on this crooked company for help. we got none. We did without heat we spent a lot of cold nights which dipped down in the 20's. They do not want to repay anything, They are still taking my money from my electric bill. I cant even get this stopped. I feel they need to refund me the money that they have taken for insurance or pay a fair repair cost that we had done, no thanks to them. I asked trisha from home serve to furnish these illegal photo;s they talk about, no response. This is a company that places their customers at the heart of everything they do and considers customers satisfaction of utmost importance.
Sincerely,
**** **** *******Initial Complaint
Date:11/01/2022
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 sold our house in August and the closing was set for August 25. On August 23 we discovered a flooded backyard and water bubbling up near the water meter. I called Home Serve and reported the problem that day, Tuesday, August 23. I explained the house was sold and we would no longer own the house after Thursday, August 25. I was assured the repair would be covered. I did not ask once, but several times in different words. *** ****** of ******* came, diagnosed the problem was a broken water line but would not be able to repair it until after the 25th due to their circumstances, not mine. I again asked and was assured it would be paid by Home Serve. I stayed in contact, making sure of their progress, but *** ****** did not return until August 30. I was then advised by *** ****** the work was “completed” via email. Within minutes Home Serve called my husband and wanted to give him an estimate to repair the sprinkler “something”. This didn’t make sense to us because the system had not been used for months due to drought conditions. It wasn’t charged and couldn’t leak. Having been assured through their realtor that we had fulfilled our obligation to have the repairs done, the new owners moved in this weekend, had the water turned on, and the backyard flooded, on a Saturday. They had to pay $726.04 so they could have water, and we are obligated to reimburse them. The local plumber documented the broken main water line in words AND pictures. No sprinkler issues. Home Serve told me they will not reimburse me because my contract was no longer active. I believe Home Serve was untruthful in August when they told us the problem was not covered because they knew we were moving. The buyers were out of state and circumstances delayed their move to ***** or this would have been discovered earlier. I believe Home Serve should be responsible for the cost of the repair that would have been $255 without the weekend charge.Business Response
Date: 11/14/2022
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. 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 November 9,
2022, and offered to reimburse her for the cost of the water line repair
completed on October 29, 2022. 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.Customer Answer
Date: 11/14/2022
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:10/31/2022
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 took out the Insurance on our appliances per ******* ******** dropping ******* service. They contracted the company Home Serve to take over any repairs that we had insured with Home Serve. I have contacted them about my dishwasher, told them the problem, but they just ordered the part without sending someone to see what part it needed. The tech came out and put a motor in it, I used it 1 time and the next time I used it, it did the same thing. It took 3 weeks the first time, plus many calls to get it fixed. They've been called again and said it would take at least three more weeks to get parts in to get it fixed. The company guarantees 24-48 hours to get the appliance set up for service, but then I finally get a call from narefco. Then it's another 24-48 hours for them to even get in touch with you. They say on their web-site it will be done by the next business day. That is a lie. That is false advertising.Business Response
Date: 11/10/2022
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 pleased to report that this issue has been resolved.
In response to this complaint, a member of HomeServe’s Office of the President conducted a detailed investigation of the issue and as a result, worked with HomeServe’s Appliance Team to expedite a resolution. On November 9, 2022, we called Ms. ****** and informed her that the buyout for her dishwasher and reimbursement for her refrigerator repair had been approved. 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.Initial Complaint
Date:10/31/2022
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 called Home Serve for a repair on my electricity. They sent a company named ****** ********* to my home. They ended up changing my electric panel in October 2021 and upgraded it to a 150 panel from a 100 panel. Recently my husband was trying to close out pool and two fairly new outside outlets were out. I called homeserve again to come and they sent two electricians to look at the job. One didn’t even look at the panel to see if it came from there and the other told me wires were melting inside it and the pane needed to be changed. Then home serve decided to send the original electricians (****** ******** ) to look the first day the guy came and said we need a new panel. The secretary called and gave me a price on everything saying they had to run two separate lines to alleviate the lines in kitchen and laundry that were running in one line.
She tells me I only have a 660 deductible and that a new pane and lines would cost 3400. I complained to home serve after that saying I shouldn’t have to pay for a new panel because the breakers should have tripped if the lines were over heating and they never did and two lines were running on one neutral meaning the wiring they did on the pane were not right if they were melting and no breakers were tripping. ****** ******** secretary Ingrid called very upset stating how can I complain against them to homeserve. I said it’s my right to do so when I feel you are not providing me with right service. ****** ******** came a second time to access and then told me they didn’t need to change the full panel only the neutral bar! And that they would do that for free but had to charge me the two lines. I complained to homeserve again I said why should I get a half done job the panel was new and now they just want to cut corners here! ****** ******** called yesterday and said they’re too busy to do the job and too few free to find someone else. At this point I want my money back for the panel! Please help us ! This is all a scam !Business Response
Date: 11/14/2022
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. 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 thorough
investigation and contacted Ms. ****** on November 11, 2022. The member
confirmed that a second opinion was necessary, and the contractor would be
contacting her to schedule an appointment. Ms. ****** accepted the second
opinion and scheduled an appointment on November 15, 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:10/28/2022
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.
On 10/10/22, my home was inspected as I am selling the property. I was told the pipes were "orangeberg" and " out of round." I am unable to sell my house with these known problems. Called Homeserve as I have coverage for the sewer lines from the house to the street. I was told they will not replace the sewer lines just because of orangeberg and there needed to be a problem. I said there was a problem as my toilet blocked up periodically, but I was always able to unblock it. The female Homeserve rep asked if it was blocked right now, and I responded no. Was told there was nothing they would do. On 10/14/22, the toilet backed up again. I called Homeserve and they put a claim in. The local company ********* Excavating came on 10/17/22 and scoped the sewer line. I was again told I had orangeberg pipes, there was a tree root that had created a hole and that the sewer line needed to be replaced. ********* said they put in a claim with Homeserve on 10/18/22. After waiting 9 days, I called Homeserve myself. I spoke with 3 different people who said my claim was denied as the report from ********* said there were only " blisters" on the pipes, no leaks and everthing was flowing freely. I was told by Homeserve to read my contract. When I said I never received one, they said they would e-mail it to me. I never got it. I was verbally told by Homeserve that my policy only covered up to $10,000 for sewer line replacement. As I don't have a written contract to refer to, I don't know if this is true or not. Called ********* and was read the report which stated there was a leak, there were orangeberg pipes and the line needed to be replaced. Homeserve lied several times. I now have to pay another sewer company to scope and replace the line. Time is running out on the offer from the homebuyers. I feel Homeserve has lied and cheated me and should reimburse me for the full cost of the sewer replacement when I finally get it done. What have I been paying premiums for all these years?Business Response
Date: 11/10/2022
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, researched the claim history. Ms.
******* called HomeServe on September 8, 2022 and advised that she was in the
process of selling her home. Following a Sewer Line Inspection, she advised the
HomeServe agent that the line was Orangeburg and inquired about
replacement. The HomeServe agent advised
Ms. ******* as there was no active back up, a service call was not covered.
On October 13, 2022 Ms. Holland
called again and advised she was experiencing a backup in the toilet, kitchen
sink and bathtub. The job was assigned to *********, who attended the customers
home on October 18, 2022. The technician did a camera drain line inspection and
cabled the main sewer line. The camera footage was reviewed by HomeServe’s
technical specialist and determined as the line was open and flowing no repair
was required at that time. There was no history of sewer backups reported prior
to the backup on October 13, 2022. On October 27, 2022 a message was left on
Ms. ********* voicemail, advising that there was no evidence of a break or
collapse on the sewer line. The request to replace the line was denied. The Service
Agreement terms and conditions state; What is a Covered Repair? Repair or
replacement of the following for which You have sole responsibility, that is
damaged due to normal wear and tear: A permanently blocked or leaking Line that
takes wastewater from Your Home.
Ms. ******* called HomeServe on
two separate occasions on October 27, 2022 spoke to two HomeServe agents on who
both confirmed that no repair or replacement was required at this time. Ms.
******* disagreed with the diagnosis and remained dissatisfied that HomeServe
repudiated the Sewer Line replacement request.
A member of OTP emailed the
customer on November 9, 2022 to confirm the claim had been denied and forwarded
a copy of the claim denial letter with the terms and conditions.
According to our records the
Service Agreement was mailed on July 1, 2021 following enrollment, and the
renewal documentation was mailed on May, 19, 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:10/28/2022
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.
The beginning of Pandemic I called HomeServe for a service repair. They were unable to send me a plumber and asked for me to hire my own and they would reimburse me. I hired a plumber paid $350. HomeServe never reimbursed me. I called and emailed a million times but they ignored me completely. This happened in March 2020 and today is October 2022 and I have not been able to resolve the issue with them.Business Response
Date: 11/08/2022
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 October 31,
2022 and acknowledged receipt of the complaint. The OTP member advised that
having reviewed the account notes, the reimbursement had been processed on
March, 26, 2020, mailed on March 30, 2020 and deposited on April 30, 2020. Ms.
****** advised that she had been provided with this information previously but
stated she had not received or cashed the check. The OTP member advised that
she would investigate further and request a copy of the cashed check from the
finance department.
On November 7, 2022 the OTP
member called Ms. ****** and advised that the finance team had not been able to
locate a copy of the cashed check in the system. To prevent any further delays,
as a courtesy, the request for reimbursement has been approved. The customer
accepted the resolution offer and provided details for the payment to be
processed via direct deposit.
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: 11/17/2022
Hi
I wanted to thank you for causing a miracle. After many unanswered phone calls and emails, your complaint made Homeserv to finally give me full refund. Your organization is amazing!
Warm Regards
***** ******
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