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

  
• 

  HomeServe USA

  PO Box 267 Annapolis, MD 21404-0267

• 

  Home Emergency Insurance Solutions

  Unpublished Fresno, CA 93722

• 

  HomeServe U S A

  PO Box 3452 Seattle, WA 98114-3452

• 

  Home Service USA

  PO Box 873 Northbrook, IL 60065-0873

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:09/30/2022

  Type:Billing 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.

  We just noticed a charge for $179.76 from our checking account dated 9/26/22. We did not authorize this withdrawal! It came through just before payday and, being unexpected, it overdrafted our account. This is unacceptable.
  
  We have used Homeserve warranties for water and sewer lines in the past, and always renewed via the mail. We live at the same address we have for the past 19 years, and have not received anything in the mail or in email that alerted us to an incoming direct withdrawal from our account. Furthermore, we are currently in the process of selling our home and would never have renewed a Homeserve warranty this month anyway.
  
  We have contacted Homeserve to request they cancel any Homeserve warranty we have and refund the amount of $179.76 that was taken from our checking account without our knowledge.

  

  Business Response

  Date: 10/05/2022

  We are in receipt of the complaint filed by Mrs. ********** 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 Mrs.
  ********** 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 the number on file, however
  there was an automated voicemail, stating the line was no longer in service.  The OTP member emailed Mrs. ********** on October
  3, 2022 and advised that a refund request had been processed for the Exterior
  Sewer Septic Line coverage, following the cancellation request on September 30,
  2022. According to the records Mrs. ********** was sent renewal documentation
  on September 19, 2022, and payments had been processed by direct debit since
  2019. Mrs. ********** responded to the email on October 3, 2022 and accepted
  the refund.
  
  We
  trust this response satisfactorily resolves Mrs. ********** concerns. We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond.  We welcome Mrs. **********
  to reach out to us with any further concerns.

  Customer Answer

  Date: 10/06/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the refund was LESS THAN A THIRD of the full cost, when I contacted them for a refund after FOUR DAYS of the full year that had been paid for.

  The total cost they pulled directly from my checking account was $179.76. I expected a refund of that amount. (not to mention, this caused that account to overdraft because it was unexpected - we had NOT received any alert that it was coming and I had paid via debit myself IN THE MAIL in years past without authorizing them to withdraw from that account on their own whenever they wanted!). They said the "overpayment would be refunded" -- and then they refunded only $48.78 which came through on 10/4/22.  If it were prorated by the number of days it was in place for the year of service, it would be a percentage of 361 / 365 = 98.9% of the funds or $177.79. 

  I received the following email from them, and then responded:

  "Good Afternoon
  
  I wanted to follow up via email, to acknowledge receipt of the BBB complaint. I did try and call the contact number 316 789 0112, however an automated message was received, advising that the number was no longer in service.
  
  I have reviewed your complaint and I am sorry to hear of your dissatisfaction with HomeServe’s coverage. Having reviewed the account information, I note that the Sewer Septic Line and the Water Service line coverages were cancelled via the web on 09/30/2022. The over payment at cancellation has been processed and will be refunded to your account. From our records, it appears that the Sewer Septic line payment has been made annually via direct debit since 2019.  If you have any further queries, please feel free to contact me.
  
  Regards
  
  Julie"

   

  My response:

  "Thank you for agreeing to refund the payment. I was unaware that any of our payments have been made via debit without notice -- I do remember paying it via debit card myself once or twice, but by intentionally calling or mailing in the payment information after receiving the notice that it was due. 
  
  
  I appreciate your email response to this matter. The payment has not been received yet but I will notify you when it arrives."

   

  HOWEVER -- WHEN IT DID ARRIVE, IT WAS IN THE AMOUNT OF $48.78 which is MUCH, MUCH less than it should have been. I will continue to follow up with them. Please consider this UNRESOLVED at this point.

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

  

  Business Response

  Date: 10/07/2022

  We are in receipt of the
  complaint rejection filed by Mrs. ********** and regret
  to learn of 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 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, emailed Mrs. ********** on October
  6, 2022 and apologized for the misunderstanding regarding the pro rata refunds
  for the Sewer Septic Line and the Water Service Line coverages. Mrs. **********
  was provided with further clarification regarding the refund she had received.
  
  WSL pro rata refund of $48.78: This request was processed on 09/30/2022, when the coverage was cancelled. The refund was approved by finance on 09/30/2022 and processed for payment on 10/03/2022.
  SSL pro rata refund of $175.82: This request was processed on 09/30/2022, when the coverage was cancelled. The refund was approved by finance on 10/05/2022 once the premium payment had cleared and been applied to the account. The refund was processed on 10/06/2022.
  
  On October 7, 2022, Mrs.
  ********** emailed the OTP member and advised that she had received the SSL
  refund of $175.82 and confirmed that she was satisfied with the resolution.
  
  We
  trust this response satisfactorily resolves Mrs. ********** concerns. We appreciate
  you bringing this matter to our attention and giving us the opportunity to
  respond.  We welcome Mrs. ********** to
  reach out to us with any further concerns.

  Customer Answer

  Date: 10/07/2022

  
  
  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:09/26/2022

  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 paid $1000 for approximately 24 months for a home warranty. When l finally need to use this coverage for covered items they did absolutely nothing to help me. That’s why l canceled my warranty because l received nothing in return for this warranty coverage that they charged me $50 a month for 2 years. This company owes me my money back for not providing the coverage protection they promised! Please help me with this situation l am praying for a resolution since l am a senior citizen and l am raising my special needs grandsons on a very modest income l cannot afford to just give them money for absolutely nothing in return. HELP! I appreciate you help with a resolution to this horrible service l received from Homeserve that took $1000 from me and gave me absolutely nothing in return! Thank you for your help!
  Respectfully, ***** ********

  

  Business Response

  Date: 10/10/2022

  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 can confirm 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 September
  28, 2022. The member confirmed on February 1, 2022, a contractor from the
  nearest service area was dispatched to diagnose the repair, unfortunately due
  to the distance the contractor rejected the job.  As a result, Ms. ******** canceled her coverages
  on February 8, 2022. As a means of resolution, the member offered Ms. ********
  a refund on all coverages from their initial enrollment date of April 15, 2021.
  Ms. ******** accepted the refund and confirmed the matter was resolved.
  
  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: 10/10/2022

  
  
  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:09/22/2022

  Type:Billing 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.

  My renewal rate has almost doubled this year from last. It has gone from $22 monthly $39.25 monthly. I spoke to two represenitives, who although courteous, offered little help in price reduction. I have been customer for 17 years. I might mention that I am both a senior and military, living on a fixed income.
  There are many companies who offer similar services. For example; " ****** **** *********" offered me a more comprehensive policy for $450 for 13 months that covers many more appliences than you. Oh, I forgot to mention that other than your "FREE TUNE-UP SERVICE" , in all the time I have paid for you service I have not required it once..
  I think you can offer me a more compeditive price. What say you?
  Respectfully yours,
  ******* *******

  

  Business Response

  Date: 10/06/2022

  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, attempted to contact Mr. ******* by
  phone on September 24, October 3, and October 5, 2022, but was unsuccessful in
  making contact. A letter outlining our attempts and requesting a return call
  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 Mr.
  ******* to reach out to us with any further concerns.

  Customer Answer

  Date: 10/06/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:09/21/2022

  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.

  We've had insurances through homeserve USA for the past 4 years. In late 2018, I got a leak on my water heater and repaired it through one of their sub contractors. Two days ago, my water heater started leaking from the top. So I contacted homeserve and they sent out a plumber. He said that the tank will need replaced. I called around a couple of other plumbers and sent them the photos of the leak. They said that whoever fixed the leak back in 2018, instead of using dielectric nipples, they used some copper fittings which may have caused corrosion and eventually caused the tank to rupture. I explained the situation to homeserve, but they kept saying that since it has been over 90 days since the service was performed, they can't do anything. Now that I know what the issue was, I looked back at the before and after photos from 2018 and I can clearly see how they did not use the right part. Clearly they do not warrant the workmanship of their sub contractors. Unfortunately for me, I am not a plumber or technician, so I did not catch this poor workmanship back in 2018, but now it's too late and I am being quoted $2,200 to $3,600 to get my water heater replaced.
  
  Homeserve - you need a better vetting process for your sub contractors. You are causing innocent and gullible people to lose thousands of dollars. I've paid you for about four years and what I get in return is thousands of dollars in replacement costs.

  

  Business Response

  Date: 09/28/2022

  We are in receipt of the
  complaint filed by ***** ********* 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 and contacted Mr. ********* on September 21, 2022.  The OTP agent offered to reimburse Mr.
  ********* for his out-of-pocket costs for a new water heater.  ***** ********* accepted this resolution to
  his complaint.
  
  We
  trust this response satisfactorily resolves ***** *********’s concerns. We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond.  We welcome *****
  ********* to reach out to us with any further concerns.

• Initial Complaint

  Date:09/20/2022

  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.

  I received a bill from HOMESERVE on Sept 20, 2022 requesting payment for $407.76. Charging me for a bill from 2021 that I already paid through my credit union via electronic check payment on 11/16/21, Conf. # ************ Also charged me for $215.88 of which I paid via electronic check payment on 09/06/22, Conf. # ***********. I've repeatedly called this company to confirm payments over the past year. I've told them I do NOT want to use my credit card and I will pay electronically through my bank. They told me it takes them 4 - 6 weeks to process check payments. Last year in 2021 my account/service was suspended until they processed my electronic payment through my credit union of which payment was cleared on Nov 16, 2021. It is not fair to suspend someone's account because the company take weeks to clear electronic check payments. So I reluctantly paid via credit card on Dec 3, 2021 of which they reimbursed the credit card once electronic check payment was cleared on Jan 8, 2022. It took the company until Jan 8, 2022 to process my payment. This was on their part, not mine. I ensure my bills are paid. It appears this company prefers automatic credit card payments. If a customer prefers to pay another way via check or electronic payment, they should have the option to do so without waiting weeks for the payment to process. The customer should not have to call repeatedly to ensure payments are cleared, not to mention, receiving a bill a year later requesting a payment that was already paid a year ago. It appears this is a payment processing and tracking issue the company needs to address. I've done my due diligence trying to work with this company.

  

  Business Response

  Date: 10/03/2022

  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 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 September
  30, 2022, and informed her that her customer profile had been corrected, her
  coverage payment had been processed, and her account was paid in full for the
  2022-23 term. Ms. ****** will also receive this notification in writing, as
  requested.
  
  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:09/20/2022

  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.

  I have a broken sewer line. The contract states that it will be repaired or replaced. It has only been root cut. There is a hazard to having sewer backed up in your home. We also can not use any of the plumbing fixtures in the house when the sewer is backed up. This company is not preforming the duties of their contracts. The contractor’s notes have said that the sewer line needs a permanent fix. Our sewer line needs replaced from the house connection where it day lights from the foundation, to the city sewer tap.

  

  Business Response

  Date: 10/03/2022

  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.
  
  On September 21, 2022, a member
  of HomeServe’s Office of the President contacted the customer to inform him
  that a trusted network provider would return to his home to further assess the sewer line on September 22nd to determine the potential
  scope of work required. On September 27, HomeServe obtained an estimate for the
  needed repair. The costs exceed Mr. ******** benefit limit. We are currently
  awaiting Mr. ******** approval of the out-of-pocket costs to proceed.
  
  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:09/19/2022

  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 pay monthly for my services without having to use them typically. I called in since my toilet was backed up into my home and we were unsuccessful removing the clog. I called for service and 5 hours later I called back to speak with a supervisor and was advised someone would call me back within 2 hours… totally unacceptable for an emergency situation. Not worth the money.. should have just saved what I paid them and would have been able to call my own plumber

  

  Business Response

  Date: 10/02/2022

  We are in receipt of the complaint filed by ******* **** 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.

   

  A member of HomeServe’s Office of the President conducted a detailed investigation of the issue and Spoke with Mr. **** regarding the situation. The Office of the President agent requested an e-mailed copy of the paid invoice to be reviewed for reimbursement consideration.  The agent provided Mr. **** their contact information and sent an e-mail requesting the paid invoice.  HomeServe followed up again on September 26, 2022, and was advised the invoice would be e-mailed.  HomeServe has not received a copy of the paid invoice to date.  Upon receipt of the paid invoice, this will be reviewed, and if it is covered under the Service Agreement, we will process a reimbursement. 

   

  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.

   

   

  Becca R**** 
  Office of the President

  ********** *** ******** ********** *********
  ** ************
  ** ************
  ******************************

• Initial Complaint

  Date:09/19/2022

  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.

  on 9/15/2022 my bank account was billed 35.88 by Homeserve USA. I never signed up or provided billing information to Homeserve USA. After spending an hour on the phone with them this morning and providing them with info on the charge, they were not able to find the charge in their system. It's shocking that a company can bill my checking account without my approval and then not being able to find the transaction in their system.
  
  TYPE: REPAIRPLAN ID: ************: HOMESERVE USAEntry Class Code: ****** Trace Number: ***************/Withdrawal ACH HOMESERVE USA
  Date:
  9/15/2022

  

  Business Response

  Date: 10/02/2022

  We are in receipt of the complaint filed by **** ***** 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.

   

  When HomeServe received this complaint, a member of HomeServe’s Office of the President was in the process of conducting a detailed investigation of the issue.  We called Mr. ***** on September 19, 2022 to request additional information.  We are happy to report that following receipt of this documentation we are issuing a refund in the amount of $35.88.  

   

  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.

   

   

  Becca Royse 
  Office of the President

  ********** *** ******** ********** *********
  ** ************
  ** ************
  ******************************

  Customer Answer

  Date: 10/04/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: even though the business has agreed to refund me money that they essentially stole from my checking account they have not provided me with adequate information as to WHY and HOW this happened. How can some company just go and take money from a persons checking account without their permission.... that is stealing. On top of that they "needed" me to send their accounting department additional proof before supposedly refunding me. As of 10/4/2022 the money is still not back in my account. Over 2 weeks now since I initially reached out to them to recover money they stole out of my account.
  
  
  
  
  **** *****

• Initial Complaint

  Date:09/16/2022

  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.

  beginning in the month of April of this year, Homeserve began hitting my bank account for 5.49 each month. I personally have never heard of this company and have huge questions as to how they got my name, account information, etc. This is stealing from me. I would never ever look for this type of service/warranty or whatever it is that they claim to be. never. i have emailed them (so i think) and ask that my money be returned, and i also ask them to enlighten me as to how they happened up on my bank account information. you have high regards for this company, and i certainly hope they do what is right and put my money back, asap.

  

  Business Response

  Date: 09/23/2022

  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, attempted to reach Ms. ****** by
  phone on September 19, September 20, and September 23, 2022 without success. A
  letter requesting a call back was sent out and we encourage Ms. ****** to reach
  out to us with her concerns.
  
  We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond. 

• Initial Complaint

  Date:09/15/2022

  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 currently have cooling plus warranty plan from Home Serve offered through **** *********** program. The AC unit was not blowing cold air and issue was reported to Home Serve at the beginning of August. The service technician arrived on 08/07 and diagnosed the problem as a leak in refrigerant and recommended doing a leak test. The leak test was performed on 08/08 and the leak was identified in the evaporator coil and a replacement was recommended. $526.83 was charged for the leak test as it was not covered as per the plan. Subsequently, a quote of $2600 was provided verbally over phone (a request from me for a written quote was declined) with $145 for each gal of refrigerant and the requested part was ordered with an ETA of 08/26 and that the repair department would call me after the part arrived to schedule the repair. It's 09/15 today and there's no update yet. I've made several calls over past few weeks only to get hung up on by associates or with an explanation that the repair department would contact once the part arrived. I understand sometimes issues happen but all I've been requesting is to get an updated ETA on the part and fix which was never provided. We've spent most of the summer in 90+ weather with a kid and aging parents at home without AC. Other providers want to do their own diagnosis of the problem. Requesting home serve to reimburse the cost of leak test and the plan premium so I can try my luck with some other honest provider.

  

  Business Response

  Date: 09/21/2022

  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 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 September
  21, 2022. Mr. ********* confirmed the repairs had been completed on September
  16, 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.