Business Profile

Water and Sewer Line Protection

HomeServe USA Corp.

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.
340 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/30/2022
Type:Product 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 am DEMANDING my heat pump be replaced by Homeserve because of a serious mistake by Homeserve's sub-contractor ****** ***. For work done on 1/31/2022. The service tech came in an unmarked truck and looked vary unprofessional.
The heat pump needed service again on 5/15/2022. This time Homeserve sent ********* ************ The service tech found the ****** had used R22 refrigerate in my R410a unit, the tech called Homeserv about this. He advised that would most like damage my unit. See attached invoice.
Then I had it serviced again on 8/8/2022 by ******* ********* as it was not operating correctly again. The ******* ********* service tech raised the issue of the mixing of the 2 types of freon as a problem. He recommended replacement of the unit. See attached invoices
I now need a new unit
Business Response
Date: 09/12/2022
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 reached out to Mr. ********* on
September 9, 2022. The member requested documentation relevant to his
complaint. This information has been received and is under review at this time.

We appreciate you bringing this matter to our attention
and giving us the opportunity to respond. We welcome Mr. ********* to reach out to us with any further concerns.
Initial Complaint
Date:08/29/2022
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.
Homeserver isn"t honoring the insurance policy i've had for over 10 years. The plummer stated that the pipe was broken and in need of repair.
Business Response
Date: 09/02/2022
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.

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 1,
2022 and clarified the vent stack was not covered, the Exterior Sewer Septic terms
and conditions state under what is covered; A permanently blocked or leaking
line that takes wastewater from your home. 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:08/26/2022
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.
Total joke!!! My elderly Mom has had Home Serve for over 1 1/2 years. Her drain for her washer backed up several months ago. Nervous to wash her clothes we had a plumber come in and check the pipes. He put a camera down the pipes and found 2 large holes in her sewer lines. Come to find out then that she had this warranty for her sewer line. Called home serve to report the issue. Been jerked around ever since day 1. They’ve sent 2 different plumbers, first plumber did nothing said he’ll have someone come out with a camera & jetty (pressure washer). Second plumber came out did see both holes that the plumber I had seen. Said it will be taken care of and it’s a process beginning with Miss utility. Never hear back from them called to see where they were with the process. They told me they still had to send someone there to do an estimate for the job and have it approved. I was then Responsible to call the plumbing company they were using (***** ******** **** ******). They said they couldn’t reach my senior mom, who sits by the phone 24/7. Needless to say I arranged for them to come do the estimate. 10 days later, I again follow up to see where they are in the process. HomeServe says they are waiting on ***** ******** to summit the quote. I then call ***** ******** and they bring to my attention that there’s nothing wrong with the sewer line and they closed the account. After the plumber clearly reported seeing the issue. Don’t waste your time or money with this company. Why are they still in business after seeing these reviews.
Business Response
Date: 09/07/2022
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 and are working with Ms. ***** to resolve the issue to her
satisfaction.

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:08/26/2022
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.
Prior to 5/16/22, I paid HomeServe monthly payments through my gas company for 6 different service plans in case of problems at my home. On 5/16/22, I cancelled all 6 plans with Freda at HomeServe, conf. #********-009.

I received my May gas bill with 3 of the cancelled plans still showing with current charges due:
1) Electrical Lines $6.99 per month
2) Gas Lines $5.99 per month
3) Exterior Electrical Lines $6.49 per month
I called both ******** (they said call HomeServe) and HomeServe on 5/31/22. I spoke with Daryl I believe who was going to investigate and call back. He didn't. I paid my gas bill but not the $19.47 incorrectly billed from HomeServe.

I received my June gas bill with the outstanding balance from the previous month of $19.47 still showing due. I called HomeServe on 7/6/22, and spoke with Craig McFarland. He said he would investigate and call back. He didn't. I called HomeServe on 7/13/22 and spoke with Virginia. They would not let me speak to a supervisor saying my plans had been cancelled, and it could take 1 to 2 billing cycles for the plans to drop off. By their account, the June bill was month 1. I paid my bill but not the $19.47 incorrectly billed by HomeServe.

I received my July gas bill with the outstanding balance from the previous month of $19.47 still showing due. I called HomeServe on 7/27/22 and spoke with Tom, employee #30893. He told me the same thing as Virginia about it taking 1 to 2 billing cycles to drop off and guaranteed it would not be on my August gas bill.

I just received my August gas bill and the outstanding balance of $19.47 is still showing. I need help please.
Business Response
Date: 09/02/2022
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. ******** and the Utility Partner to
resolve the issue to her satisfaction.

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.
Business Response
Date: 09/02/2022
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. ******** and the Utility Partner to
resolve the issue to her satisfaction.

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: 09/07/2022

Complaint: ********

I am rejecting this response because the matter has not been resolved. HomeServe emailed to say they have contacted ******** to have the outstanding balance removed from my utility bill, but that's what I have been told previously. Until I receive confirmation that it's been removed, I don't trust what they say.

Sincerely,

****** ********
Customer Answer
Date: 09/07/2022

Complaint: ********

I am rejecting this response because the matter has not been resolved. HomeServe emailed to say they have contacted ******** to have the outstanding balance removed from my utility bill, but that's what I have been told previously. Until I receive confirmation that it's been removed, I don't trust what they say.

Sincerely,

****** ********
Business Response
Date: 09/16/2022
We are in receipt of the complaint rejection 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. HomeServe received
confirmation from ******** on 09/15/2022, confirming that no charges will be
posted on future bills, the unpaid charges have been written off.

We
trust this response satisfactorily resolves Ms. William’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.

Business Response
Date: 09/16/2022
We are in receipt of the complaint rejection 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. HomeServe received
confirmation from ******** on 09/15/2022, confirming that no charges will be
posted on future bills, the unpaid charges have been written off.

We
trust this response satisfactorily resolves Ms. William’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.

Customer Answer
Date: 09/19/2022

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,

****** ********
Customer Answer
Date: 09/19/2022

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:08/25/2022
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.
I checked my bank account this morning 8/25/2002 and Home Serve USA has charged 71.88 dollars. We do our banking with a local ****** *****. I have never hear of this company until today. I asked my wife and she has no memory of this company. How they got access to the account is beyond me. Do we need to file a police report as well? My bank said I need to wait to dispute this charge Monday 29 August sincerely ******* *******
Business Response
Date: 08/29/2022
We are in receipt of the
complaint filed by Mr. ******* and regret to learn of his dissatisfaction.
HomeServe USA places our customers at the heart of everything we do and
considers customer satisfaction of utmost importance. We take customer
complaints seriously and are working with Mr. ******* to resolve the issue to his
satisfaction.

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: 08/29/2022

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.
As long as I receive a full refund of the $77.88 deducted from my account.

Sincerely,

******* *******
Initial Complaint
Date:08/22/2022
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 called homeserve for m *** ************* **** ******** ** *****.
I made a claim when my son takes a shower water is pouring in my ceiling.
Homeserve sent out ****** contractors. A man showed up complaining they he was out of town and was told he wouldn't need a ladder. Then he said I going to make a mess on your floor and I am not cleaning it up.
They never told me I would need a tarp or drop cloth the mad took a large spatial and started punching in my ceiling until drywass fell all over floor.
He had my grandson cut on shower and water fell all over floor
He then went upstairs with my grandson and flush toilet while shower was running.
Came downstairs said it's my toliet asking questions about toilet and floor. Told him I only been in house a year and everything pass expectation.
All I know is I made claim with my phone number and they refused to return my call left me on hold over a hour on more than one occasion trying to find out why they told my daughter claim was denied.
My toliet isn't leaking and was never leaking the water is coming from the shower.
The plumbing was saying something about toliet not on top of toliet and it is on top of toliet. He never took up toliet so he can see that. Plus as I said, everything has passed expectionm upon my purchase.
The man was complaining he wasn't suppose to do any work and they told him he didn't even need a latter. He diverted the problem to an area that is not even leaking because he didn't want to address the problem.
I pay my warrant every month and everytime it's a problem it's like you have to keep complaining to get anything done.
My shower is still leaking, my grandson hasn't be able to take a show and no one is concern with addressing the real problem and addressing the person who made the complaint
Business Response
Date: 09/01/2022
We are in receipt of the
complaint filed by Ms. ******** ****** and regret to learn of her
dissatisfaction. HomeServe USA places our customers at the heart of everything
we do and considers customer satisfaction of utmost importance. We take
customer complaints seriously and are working with Ms. ****** to resolve the
issue to her satisfaction.

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: 09/05/2022

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:08/19/2022
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.
I have to replace my water heater under my repair-replacement plan. I placed a call on August 13 to HomeServe and received a call from a plumbing contractor who came Aug.17 to do the inspection and confirmed the replacement. A couple of hours later HomeServe called with the estimate and my out of pocket expenses, which I accepted, and told me I would be contacted by the plumbing company with the details. The plumbing company never called so I had to. That initiated a ping-pong game of phone calls between the plumbing company and HomeServe to have the job done: the plumbers said they could not give me the details of unit's brand, type, and warranty conditions they would put in my house and told me to call HomeServe and HomeServe said first I had to talk to the manger of the contractor (which is never available) then that they would contact the plumbing company on my behalf to expedite the issue. I am still waiting to here from anybody with a clear answer. Every time I call either party I receive a confusing, or contradictory response. Nobody seems to know anything, and put the responsibility on the other party. HomeServe is a company that works with the City of ********* so I would expect more transparency and efficiency and capacity to choose serious and honest contractors. At this point I do not trust their providers and I feel I am locked into a situation that goes nowhere only to be able to use my premium. I have been a customer of HomeServe for years with different plans and I am really disappointed the first time I had to work with them. I request that HomeServe gives me the $850 foreseen by my policy for the replacement of a water heater so I can hire a reliable contractor of my choosing and get the job done as I am still without hot water in my house.
Business Response
Date: 08/24/2022
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 August 22, 2022,
and offered to reimburse the remaining benefit limit of $630. As a courtesy,
the agent also offered an additional payment of $220 for to compensate for the delay
in service and lack of communication. Ms. ******* accepted this outcome and
advised she would close the complaint once the payment had been received.

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:08/18/2022
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.
On June 1 2022 I called Homeserve to file a claim on my plumbing warranty The water valves connection in the laundry room did not turn the water off. ***** *** ******** was dispatched and appt set. The contractor arrived June 2 at 10am looked at the valve and said the wall had to be cut I asked if they could check the crawl space to be sure that were no other leaks before destroying my wall. He stepped out made a call came back said his office would call me and send Jose out. After no one called me in two hours I called ***** *** ******** was told that Jose would be the at 3pm. No one came . I called ***** *** ******** several more times being told they would chech on it and call me back on one called back, with no resolution or answers I called Homeserve where I was told they would call ***** *** ********. Eventually Homeserve called me on a recorded line and ***** *** ******** had come to my house and checked my crawl space and it was to small. Which never happened no one has been to my home since June 1. I told Homeserve that and I asked when did they come cause I'm the only one that couldn't them In. I asked again for someone to try my crawl space before cutting in the wall. Wall told someone would be dispatched I was not available for a couple of weeks called Homeserve August 8 for follow-up Homeserve dispatched a company I had never heard of and couldn't fine them on Google so I canceled and asked for another company. I was told someone would be dispatched. Homeserve called me again on a recorded line I told them I just wanted someone to actually try the crawl space to be sure that was the problem. No one called to set an appt so I called Homeserve again August 15 was told I would have to hire a plumber then submit for reimbursement. I told then no I pay for then to handle these issues. someone was to de dispatched. No one called August 17 I called Homeserve and was told the claim had been canceled on August 16. My credit card has been charged every month
Business Response
Date: 08/31/2022
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.

A member of HomeServe’s Office
of the President has made several attempts to contact Ms. ******. As we have
not been able to reach Ms. ****** by telephone or email, a letter has been
mailed providing contact information and requesting a call back.

We
appreciate you bringing this matter to our attention and giving us the
opportunity to respond. We welcome Ms.
****** to reach out to us to discuss resolution options.
Customer Answer
Date: 09/22/2022
9/20/22 I made an interior plumbing claim on 9/21/22 HOMESERVE dispatch ***** ******** once they checked the bath tub is clogged they call HOMSERVE to give a quote and HOMESERVE call me to tell me I have no more claims available. Told me I have made three claims this year. I informed my her contract starts Feb. and I made a claim 6/1/22 which wasn't resolved till 8/24/22. She said it was put in as a separate claim and the 9/21/22 call made three claims. I told her I called again today to see when plumber was coming, what if the service rep open another claim. I told her I pay and I should not have to eat customer service mistake it was never repaired from 6/1 /22 I had been calling as follow-up from 6/1/22 claim and that no one ever came after 6/2/22 but I was told on several occasions some one was being dispatched and each time I called I was told something different I was told the dispatch had been canceled once I was even to get my own plumber and submit for reimbursement. Each time I called the service rep asked if I was calling about the laundry room claim. The claim was dispatched to several different company's witch never came for one reason or another, not until 8/24/22 ***** ******** actually showed up and did the work in my laundry room. They came this time and was told I didn't have available claims and so was and I she's sorry. After explaining the mix up several times and asking her to read the notes HOMESERVE said she would check with her boss and call me back. She called back sorry again; but I said that's not working for me who can I talk to over her she said no one, I explained it again also reminding her she may have been the one I spoke to on a recorded line concerning the 6/1/22 claim then she said she would call me back. Karen never called back here I sit again inconvenienced missing other business I have when this should have been corrected when I called the claim in 9/20/22. I want the job completed.
Business Response
Date: 10/06/2022
We are in receipt of the
complaint filed by Ms. ****** and regret to learn of her
dissatisfaction. HomeServe USA places our customers
at the heart of everything we do and considers customer satisfaction of utmost
importance. We take customer complaints seriously
and are 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 September 23, 2022,
to confirm that she was in fact eligible for a service job and that an
appointment was scheduled for diagnosis. On September 26, 2022, HomeServe
dispatched ***** ******** who snaked the line and cleared a blockage from her
interior drain line. Ms. ****** confirmed that the complaint has been 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.
Initial Complaint
Date:08/17/2022
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.
Power surge hit my security system and I am covered with Homeserve. Nothing is getting done and I need my security cameras.
Business Response
Date: 08/19/2022
We are in receipt of the
complaint filed by Ms. ********** and regret to learn of
her dissatisfaction. HomeServe USA places our
customers at the heart of everything we do and considers customer satisfaction
of utmost importance. We take customer complaints
seriously and are happy to report that the matter has been resolved.

In response to this complaint,
a member of HomeServe’s Office of the President investigated the issue and as a
result, contacted Ms. ********** on August 18, 2022, to obtain the additional
information required to process her pending claim and advised that she would
receive a payout for the items affected by the power surge. Ms. ********** accepted
this outcome.

We
trust this response satisfactorily resolves Ms. ************ concerns. We
appreciate you bringing this matter to our attention and giving us the
opportunity to respond. We welcome Ms.
********** to reach out to us with any further concerns.
Initial Complaint
Date:08/17/2022
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 service contract with homeserve to service my AC unit and they have failed to complete the service. They sent out a subcontractor ****** *** and they haven’t been back I’ve tried calling and I get no answer it starting to feel like I’ve been scammed I need your help to get this resolved Thank you
Business Response
Date: 08/25/2022
We are in receipt of the
complaint filed by Mr. ******** and regret to learn of his
dissatisfaction. HomeServe USA places our customers
at the heart of everything we do and considers customer satisfaction of utmost
importance. We take customer complaints seriously.

In response to this complaint,
a member of HomeServe’s Office of the President conducted a detailed
investigation of the issue and as a result, emailed Mr. ******** on August 25,
2022, and confirmed the diagnosis and repair recommendation provided by the
technician from ******. The technician did
a pressure test and determined the unit was low on refrigerant and recommended
adding 3lbs. Mr. ******** was advised there was an out-of-pocket charge of
$140, which he declined. Mr. ******** is in an informed position to decide whether
to move forward with the repair. Mr. ******** was advised that the unit may
experience a further breakdown if the repair issue is not addressed, which
could result in future repudiation or increased out of pocket costs

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: 08/26/2022

Complaint: ********

I am rejecting this response because:

Sincerely,

***** ********
The Technician said I needed 3 lbs of refrigerant which was a lie after they left my home I called my son-in-law who is a HVAC tech and he came over and checked my system and it required no refrigerant. Now had I’ve been a trusting consumer I would have been taken for my hard earned money by someone not so honest. It make me wonder how many other trusting consumers have been taking for their hard earned money and why Homeserve don’t know what their subcontractor are doing out in the field.
So I would like all the money I’ve paid into this worthless plan with homeserve refunded including the 50.00 that I paid for their last outing and we can call it even and go on with our lives. Thank you
Business Response
Date: 09/08/2022
We are in receipt of the
complaint rejection filed by Mr. ******** and regret to
learn of his continued dissatisfaction. HomeServe
USA places our customers at the heart of everything we do and considers
customer satisfaction of utmost importance. We take
customer complaints seriously.

In response to this complaint,
a member of HomeServe’s Office of the President conducted a detailed
investigation of the issue. Mr. ******** has been advised that the unit may
experience a further breakdown if the repair issue is not addressed, which
could result in a future repudiation or increased out of pocket costs. There is
no refund due as refunds are pro-rated less any claims paid by HomeServe. Mr. ******** has had two service calls.

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: 09/09/2022

Complaint: ********

I am rejecting this response because:there was nothing wrong with my unit on both occasions they mention I TrueType believe that the sub contractor that they employ are less than honest with the customer to increase their profit. I stand by my complaint and I will keep saying that someone is running a scam on the elderly

Sincerely,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Customer Answer

Business Response

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

HomeServe USA Corp. is BBB Accredited.