Complaints

This profile includes complaints for HomeServe USA Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  HomeServe USA Corp.

  45 Glover Ave Fl 6 Norwalk, CT 06850-1238

  
• 

  Home Service USA Corp

  On File with BBB Nashville, TN 37219

• 

  Home Emergency Insurance Solutions

  Unpublished Fresno, CA 93722

• 

  HomeServe USA Corp.

  PO Box 4067 Portsmouth, NH 03802-4067

• 

  Home Service USA Repair Management Corp.

  PO Box 2172, Binghamton, NY 13902

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/28/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As part of my yearly service contract, I am entitled to a "Tune Up" for my boiler system. Parts and such if repairs are needed are covered accordingly. The company chose to make an appt for this service after the expiration of my yearly contract and cannot validate that the service and any repairs will be covered as at the point of the tune up, I will not be an active account holder. They have also noted they cannot move my appt to an earlier date.

  

  Business Response

  Date: 11/10/2022

  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 the complaint a
  member of HomeServe’s Office of the President conducted a detailed
  investigation of the issue and as a result called Mr. ******* on October 31,
  2022 and confirmed that an earlier tune up appointment was not available. Our terms and conditions confirm tune ups are to be completed
  between February and September. We encourage our customers to arrange their
  appointment in advance, during this time frame, to ensure we can fulfill their
  service within the optimum period before cooler weather and the need for no
  heat breakdown appointments occur. The
  OTP member confirmed that as the tune up appointment had been scheduled during
  active coverage, there would be no charge for the tune up. 
  
  Mr. ******* requested further
  clarification about labor charges if any repairs were needed following the tune
  up visit. On November 4, 2022, the OTP member emailed Mr. ******* and advised
  that there would be a labor charge if any repairs were identified during the
  tune up, as the coverage would have lapsed.  Mr. ******* had previously advised that he was
  not renewing his coverage. On November 8, 2022 Mr. ******* spoke to a member of
  the retention team and was offered a 50% discount on renewal of coverage. Mr.
  ******* accepted the discount, and retained the coverage, however espressed
  disappointed that the tune up could not be scheduled before November 15, 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:10/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live in ******* **. I purchased this insurance and have been paying for it over 3 years I filed a claim and they sent contractors out who made me uncomfortable as a woman. HomeServe sent another contractor out and they were not licensed or bonded and they damaged my hot water heater pan. HomeServe was aware or should have been aware that these were not licensed and bonded contractors. They cost over 2300$ worth of damage due to their negligence and incompetence. HomeServe never completely fixed the problem in which they came for either or the one they caused by tearing up the hot water heater pan in hopes to try to bilk the insurance company for more repairs. It is my position that the contractors and HomeServe prey on poor consumers those who they think are unintelligent to have this insurance but the insurance does not do what policy states they should repair. HomeServe just comes in your home to make more problems so you will spend thousands of dollars because your at the mercy of the creepy contractor. we opted to halt all repairs to investigate what HomeServe was doing. We got our own plumbing company and that is when we discovered the company they sent into out home was not legitimate. I have tried to resolve the issue with HomeServe but they keep telling me they are not going to pay for my repairs. I want this matter resolved.

  

  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.
  
  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 BBB complaint.
  
  The OTP member confirmed that
  the settlement offer made on October 21, 2022 was still valid.
  on receipt of a paid invoice
  and signed release.
  
  On November 9, 2022 and
  November 17, 2022, a member of OTP emailed Ms. ***** to advise that the request
  for further compensation was denied and provided information regarding her
  query in relation to the contractor’s license status.  
  
  HomeServe is unable to comply
  with Ms. ***** request for reimbursement without proof of payment for the work
  in question and a signed settlement release form. Payment will be processed on
  receipt of a signed release and a copy of a paid invoice from a licensed
  contractor.  The settlement offer is
  valid for 30 days as of November 9, 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:10/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase Home Serve's yearly coverage as an insurance for my Exterior Water Service Line. I have a water leak in my yard which prompted me to call this service for a repair. I have called every single day Since October 17th to have them come out and fix the issue. Every single call they tell me someone will call me within 24-48 hours. As of this date (October 25) I have yet to receive a call back and I have called them back every single day since the 17th telling them my issue. We are losing water. No one calls back and we need this fixed as we pay for this coverage to have it repaired. I have asked to speak to a supervisor they refuse to put me on the phone with anyone higher than who answers the phone. I don't know what else to do in this situation, we are in dire need of someone to come out and fix this water leak. I told them I would get my own person and they advised me that they will not pay for it.

  

  Business Response

  Date: 11/08/2022

  We are in receipt of the
  complaint filed by Mr. ******* 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 Mr. ******* on October 28, 2022
  and apologized for the delay in service. Mr. ******* confirmed the contractor
  had been out and diagnosed the problem, and he was forwarding the estimate to
  HomeServe for review. The estimate was approved by HomeServe on October 31,
  2022. The OTP member emailed the customer to advise that the contractor would
  call and schedule the appointment. On November 03, 2022, a member of OTP
  contacted the customer, and he advised that the repair had been completed and
  the contractor was in the process of completing the restoration.
  
  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:10/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I began a service contract with HomeServe in the summerof 2021. On Sunday 10/23/22, I contacted them regarding a leaking water line in my yard. The water is pouring into my basement. This was at 10:41 am. I received a phone call at 2:20 pm from HomeServe, but there was a dead phone line. I called back at 2:22 pm, and was told it may have been a contractor calling back. I waited all day for someone to call or show up, to no avail. I called AGAIN on Monday 10/24. Nobody called back. They assured me that they were working on getting it remedied. I called again today, Tuesday 10/25. They gave me the name of their "contractor", and after a ****** search, the business is listed as out of business. I contacted the "contractor" phone number directly, and he said he bought the phone number, and he "does a little plumbing". Unacceptable.
  Home Serve called back, and I advised of this out of business contractor, and asked to speak to someone higher up who can expedite this issue. I was told that the supervisor is offering an expedited call, but I was not connected through to this individual. I am 3 days with water pouring into my basement, causing damage and creating an environment for mold growth.
  Of course I'm frustrated, and it seems that HomeServe only interested in collecting a monthly fee, and not providing the services.

  

  Business Response

  Date: 11/07/2022

  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. It was discovered Ms. ******* had been speaking
  with an additional member of our team on October 26th, 2022 prior to
  our receipt of this BBB complaint.  Ms. Demalio
  had chosen to use a third-party contractor to complete the repair, and declined
  the offer of her issue being reassigned to another contractor by HomeServe.  We attempted to reach out to Ms. ******* on
  October 31st, 2022 to discuss her complaint further.
  
  As HomeServe were not able to
  provide the service within a timely manner and failed to provide a supervisor
  call back as promised, we will consider reimbursement of the use of her own
  contractor. We encourage Ms. ******* to contact HomeServe to discuss her
  concerns and can confirm the contractor who was assigned was a licensed network
  contractor from out of her area. If Ms. ******* forwards the third-party
  invoice for the Water Service Line Repair, HomeServe will be happy to review
  this in line with the Service Agreement terms and conditions and benefit
  limits. 
  
  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:10/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called in a service request on 10/20/22 to report a leaking toilet. It was an urgent matter because this is the ONLY bathroom in the home. Water appeared around the base and there were water marks on the ceiling of the room below. A plumber (Brian | ******* *** *******) came the next day and accessed the issue. It was determined the flange would need to be replaced, the board in which the toilet is attached to was damaged, and the leaking water issue appeared to have unknown origin. He said he would have to cut out a section of the ceiling below and also remove some of the bathroom tile to determine where the water was leaking from. A list of repairs was submitted to Home Serve to fix the issue and they declined the claim. They stated that a previous plumber has incorrectly installed the pervious flange and would not cover the repairs. I called back and was eventually referred to a supervisor [ Marquita H****** (**** ********** She said she could send out another plumber for a 2nd opinion. And they would just need to confirm what the 1st plumber diagnosed or if there was another solution. The 2nd plumber (John | *** ********) arrived on 10/24/22. He was able to see the water damage and also confirmed that he could not diagnose the issue unless the ceiling and floor were cut into. Home Serve said that he was only here to replace a flange - not diagnose the issue. So I called back and was told by a woman named Rita that the 2nd opinion would also be declined and I would need to pay out of pocket to have the toilet put back on for use. Finally she agreed to ask the plumber to reassemble the toilet "as best he can" but without fixing the issue. She said that the additional damages from the 2nd opinion were also my responsibility. So now I have a leaking toilet, water damage that is continuing, and now a cracked flange. I want a refund of ALL payments made to Home Serve since I have opened the account. This is my 1st and last claim. There has been no resolution.

  

  Business Response

  Date: 11/02/2022

  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, contacted Ms. ****** on October 26,
  2022, and advised her that HomeServe would cover the cost of repairing the
  damaged flange, but that she would have to pay out-of-pocket to cover the cost
  of repairing the floor so that her toilet fixture could be reinstalled properly.  Ms. ****** accepted this outcome. The repair
  is scheduled for November 3, 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:10/24/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company have been bogus charging me on ******** (account # ***********) monthly bill, with out of me consent. I have call these people, and ask for refund and cancellation of the account. They toll me that there is no refund on the account. I would never order such service, Why?. Please reporting this company to other consumers. Thank you **

  

  Business Response

  Date: 11/02/2022

  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 have tried to work with Ms. ****** to resolve the
  issue.
  
  In response to this complaint,
  a member of HomeServe’s Office of the President conducted a detailed
  investigation of the issue and found that Ms. ****** had enrolled in Gas Line
  coverage through the mail in January 2022. On October 24, 2022, Ms. ******
  contacted HomeServe and said that she had never consented to being enrolled in
  coverage and asked that her policy be canceled. The HomeServe agent told her
  that we had signed proof of enrollment on file, canceled the coverage, and sent
  a document request so that Ms. ****** would receive her proof of enrollment in
  the mail. Ms. ****** was also informed that she is not due a refund, as she did
  not cancel within 30 days of enrollment. On October 28, 2022, HomeServe sent
  Ms. ****** a copy of the proof of enrollment bearing her signature via postal
  mail.
  
  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.

  

  Business Response

  Date: 11/02/2022

  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 have tried to work with Ms. ****** to resolve the
  issue.
  
  In response to this complaint,
  a member of HomeServe’s Office of the President conducted a detailed
  investigation of the issue and found that Ms. ****** had enrolled in Gas Line
  coverage through the mail in January 2022. On October 24, 2022, Ms. ******
  contacted HomeServe and said that she had never consented to being enrolled in
  coverage and asked that her policy be canceled. The HomeServe agent told her
  that we had signed proof of enrollment on file, canceled the coverage, and sent
  a document request so that Ms. ****** would receive her proof of enrollment in
  the mail. Ms. ****** was also informed that she is not due a refund, as she did
  not cancel within 30 days of enrollment. On October 28, 2022, HomeServe sent
  Ms. ****** a copy of the proof of enrollment bearing her signature via postal
  mail.
  
  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: 11/07/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: HomeServe has sent me a copy of the contract.  I am believed that there is other printing from the original contract from the gas company that I have replied.  If I have signed  contract in error, due to the original contract was from the gas company. Effective as of today, the contract should be void and cancel.  HomeServe need not to insert it contract in with any utilities form so that old people like me would not sign up for it.    
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Customer Answer

  Date: 11/07/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: HomeServe has sent me a copy of the contract.  I am believed that there is other printing from the original contract from the gas company that I have replied.  If I have signed  contract in error, due to the original contract was from the gas company. Effective as of today, the contract should be void and cancel.  HomeServe need not to insert it contract in with any utilities form so that old people like me would not sign up for it.    
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 11/15/2022

  We are in receipt of the rejection
  response filed by Ms. ****** and regret to learn of her
  continued dissatisfaction. HomeServe USA places our
  customers at the heart of everything we do and considers customer satisfaction
  of utmost importance. We are happy to supply the information
  Ms. ****** requested.
  
  A member of HomeServe’s Office
  of the President has sent a copy of the signed proof of enrollment form along
  with written confirmation that the Gas Line coverage was canceled at her
  request on October 25, 2022. Finally, as a courtesy, we have refunded Ms.
  ******’s policy payments. We ask that Ms. ****** allow up to ten business days
  for the letter and enrollment documentation to be delivered, and up to sixty
  days for the refund check to be delivered.
  
  We
  appreciate your help in bringing this matter to a fair resolution and giving us
  the opportunity to respond. We welcome Ms. ****** to reach out to us with any other
  concerns.

  

  Business Response

  Date: 11/15/2022

  We are in receipt of the rejection
  response filed by Ms. ****** and regret to learn of her
  continued dissatisfaction. HomeServe USA places our
  customers at the heart of everything we do and considers customer satisfaction
  of utmost importance. We are happy to supply the information
  Ms. ****** requested.
  
  A member of HomeServe’s Office
  of the President has sent a copy of the signed proof of enrollment form along
  with written confirmation that the Gas Line coverage was canceled at her
  request on October 25, 2022. Finally, as a courtesy, we have refunded Ms.
  ******’s policy payments. We ask that Ms. ****** allow up to ten business days
  for the letter and enrollment documentation to be delivered, and up to sixty
  days for the refund check to be delivered.
  
  We
  appreciate your help in bringing this matter to a fair resolution and giving us
  the opportunity to respond. We welcome Ms. ****** to reach out to us with any other
  concerns.

  Customer Answer

  Date: 11/15/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  HomeServe should not get customer thru any utilities company in the USA.  Until I get my refund and the account has been closed.  **
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Customer Answer

  Date: 11/15/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  HomeServe should not get customer thru any utilities company in the USA.  Until I get my refund and the account has been closed.  **
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 11/23/2022

  We are in receipt of the rejection
  response filed by Ms. ****** and regret to learn of her
  continued dissatisfaction. HomeServe USA places our
  customers at the heart of everything we do and considers customer satisfaction
  of utmost importance. We are happy to report that
  Ms. ******’s account has been closed and her refund has been processed.
  
  A member of HomeServe’s Office
  of the President has sent a copy of the signed proof of enrollment form along
  with written confirmation that the Gas Line coverage was canceled at her
  request on October 25, 2022. Ms. ******’s refund was processed on November 21,
  2022.
  
  We appreciate your help in bringing
  this matter to a fair resolution and giving us the opportunity to respond. We
  welcome Ms. ****** to reach out to us with any other concerns.

  

  Business Response

  Date: 11/23/2022

  We are in receipt of the rejection
  response filed by Ms. ****** and regret to learn of her
  continued dissatisfaction. HomeServe USA places our
  customers at the heart of everything we do and considers customer satisfaction
  of utmost importance. We are happy to report that
  Ms. ******’s account has been closed and her refund has been processed.
  
  A member of HomeServe’s Office
  of the President has sent a copy of the signed proof of enrollment form along
  with written confirmation that the Gas Line coverage was canceled at her
  request on October 25, 2022. Ms. ******’s refund was processed on November 21,
  2022.
  
  We appreciate your help in bringing
  this matter to a fair resolution and giving us the opportunity to respond. We
  welcome Ms. ****** to reach out to us with any other concerns.

• Initial Complaint

  Date:10/21/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently discovered a leaking sewer line at my residence (** **** ********************* *****). I have had a service agreement with HomeServe for several years. After contacting them, I was told that the job required excavating and that they currently have no service contractor with the necessary equipment to do the job. I am being pressured by ***, the water company to repair my line. This has been going on for 3 weeks and HomeServe continues to put me off.

  

  Business Response

  Date: 11/03/2022

  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 conducted a detailed
  investigation of the issue and as a result, contacted Mr. ******** on October 21,
  2022, and informed him that a HomeServe network provider would be reaching out
  to him to schedule a service call for diagnosis. On October 31, the service
  provider reported the diagnosis and costs of the repair to HomeServe,
  indicating that a retaining wall made the job particularly complex. The job
  costs were approved on November 1. The service provider confirmed on November 3
  that the repair is scheduled for November 8, 2022. HomeServe also provided Mr. ******** with compensation for two monthly coverage payments as a goodwill gesture. Mr.
  ******** accepted this outcome.
  
  We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond. We welcome Ms. Riehle to reach out to us with any
  further concerns.

  Customer Answer

  Date: 11/07/2022

  
  
  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:10/21/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contacted Homeserve on September 30, 2022 for a sewage smell in my house. Homeserve sent out a contractor to investigate. They found the issue and they told me the next step was they were going to submit it to Homeserve and they would be back to fix it. One week later, I called Homeserve again when I found that they closed the call. They sent out the same contractor and they repeated the steps that they did the first time and they said they would submit to Homeserve and be back to fix it. Three weeks later the issue is now becoming critical and Homeserve is putting it on the contractor and the contractor is putting it on Homeserve. My outside line needs repaired and Homeserve keeps telling me the contractor will reach out to me and they haven't.

  

  Business Response

  Date: 10/28/2022

  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 October 24,
  2022 and confirmed that the repair was scheduled for October 26, 2022. On
  October 28, 2022, Ms. ******* emailed the OTP agent and confirmed that repair
  had been completed on October 27,2022.
  
  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: 10/28/2022

  
  
  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.
  They went above and beyond to remedy the situation. Thank you.
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:10/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  9/14/22, I called HomeServe requested technician to de-clog the exterior pipe/sewer located on the right side of my home. Michael, a technician from ******** ***** ******** * ******* *** came to the home and de-clogged the pipe. He stated he had placed a camera in the pipe and part of the pipe is gone and needs to be replaced. By doing this part of my driveway must be removed to get to the long pipe they are replacing which leads to the end of my driveway. I explained to Michael, I will not agree if my driveway will not be replaced. He said he will put all the repairs and replacement to my driveway in the order and send it to HomeServe.
  10/4/22, 2 men from ******** ***** ******** * ******* *** came onto my property to work on the project. I asked Ivan, will this cover the replacement of my driveway because I have not heard nor received an invoice as to what was being replaced other than the long pipe from my home to the end of the driveway. Ivan called his boss on his cell to confirm what will be done with the project and that replacing my driveway was in order. Ivan assured me 3 times throughout the day that they are only replacing half of the pipe (because they could fit so much onto their trailer) and the company will send some guys out to finish replacing the pipe, replacing my driveway, & clearing big chunks of the old driveway stacked up beside my front steps/part of my front lawn.
  10/06/22, I called HomeServe to check the status of the completion of the project because I have not heard from ******** ***** ******** to schedule the next visit. The person over the phone stated the job was completed and it was the pending status for payment. I explained to her that the job is NOT completed and I have chucks of my driveway placed in an unsafe area for my disabled children. She told me to contact the company to check the status with them. I called ******** ***** ******** left a voicemail & emailed (no answer). 10/15 HomeServe open investigation-closed 10/17.

  

  Business Response

  Date: 11/03/2022

  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
  emailed the requested documentation on October 24, 2022. Ms. ***** was also
  notified that the restoration would begin in 4-6 weeks, which will allow the
  ground to settle properly.
  
  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: 11/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:there is no communication between Homeserve, the plumbing company that was hired by Homeserve and to with me. The plumbing company still has not contacted me as to when they were coming back to complete the job and Homeserve was not able to answer this question either. This past Monday 11/7/2022 I received an email from the plumbing company stating appointment was made and Danny will be at my home between the hours of 1pm-4pm. This email came in 2 hours before this appointment time was made by the plumbing company with no other information. So I had to leave work early to see what was being done on the property because of the vague email. This inconvenience me because once I made it to my home and spoken to the plumber he stated I did not need to be there to complete the repairs. basically HomeServe need to have better communication with the third party companies they hire, or vice versa, and with the customer. The job is completed now because I kept with communication with the plumber directly 
  
  As to what was needed to complete the job. With this lack of communication inconvenience not only me and my children but also my job when I had to leave work early due to a vague email.

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

  

  Business Response

  Date: 11/23/2022

  We are in receipt of the
  complaint filed by Ms. ***** and regret to learn of her
  dissatisfaction. HomeServe USA places our customers
  at the heart of everything we do and considers customer satisfaction of utmost
  importance.
  
  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, confirmed the contractor completed the
  work on November 11, 2022. The member contacted Ms. ***** on November 11, November
  16, and November 17, 2022, to confirm her satisfaction. A letter requesting
  contact has been sent to the address on file.
  
  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:10/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Safety issue. Been 6 months and light still not repaired. No one will return calls. Rather than help its customers they just close the claim and make you keep calling and reopening the original claim.

  

  Business Response

  Date: 11/02/2022

  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 conducted a detailed
  investigation of the issue and as a result, sent a HomeServe network provider
  to diagnose Mr. ***’s exterior electrical issue on October 21, 2022. After
  reviewing the diagnosis, we informed Mr. *** that the repair would be completed
  with no out-of-pocket costs to him. On October 27, 2022, the service provider
  confirmed that he is awaiting delivery of the parts needed to complete the work
  and will schedule the repair upon arrival. Mr. *** has accepted this outcome.
  
  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.