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 ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:08/16/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On July 29, 2022, They sent out ********** ******* here in *** ***** for a service call on a non-functioning AC/heat unit. They determined that the motor and compressor was shot and needed to be replaced, since the unit is older. On Monday, August 1, 2022, I called Home Serve and was informed that the claim was DENIED because it was the refrigerant that needed replacement???!!! ********** ******* informed me that they didn't even send in the estimate, but was told by Home Serve over the phone that it was denied prior to even seeing the report???!!! I did a three way call with Home Serve and ********** ******* where ********** ******* VERY CLEARLY explained to Home Serve that the refrigerant was NOT the issue, the motor and the compressor were. The fact that the unit was older and no couldn't be repaired, it had be replaced. I requested to speak to a supervisor or upper management and was informed that they would get back to me. To date, August 16, 2022, NO ONE has gotten back to me. I have made NUMEROUS attempts to contact Home Serve and EACH time, I have been put on hold, told a supervisor would be with me, then that they weren't available and would call back. NO call-back from anyone has been received. I have also requested copies of both the report and estimate from ********** ******* and the written denial from Home Serve, I have NEVER received either document. Last time I spoke to Home Serve was yesterday. The representatives name was Sara and the supervisor, Christina Merrick, whom she assured me would call back in two hours at the longest, or this morning. NO call back once again and NO requested documents have been received. This is a scam, illegal/unethical and unprofessional behavior on a legitimate and covered claim. This is a man who is ** years old who owns the condo and are not able to move in due to the triple digits weather and heat here in *** ***** with no AC unit working. He has had this home insurance since the purchase of the condo in 2021.
Business Response
Date: 08/26/2022
We are in receipt of the
complaint filed by **** and ****** ****** and regret to
learn of their 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 August 22,
2022, and offered a reimbursement up to her benefit limit for the replacement
of their HVAC unit. 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 Mr.
and Ms. ****** to reach out to us with any further concerns.Customer Answer
Date: 09/06/2022
***** *** *** ********************
***** ********* ********* ** **** **** **
*** ********** ***********************
******** *** *** **** * *** ******* **** *** ******* *********** ********* ********* *********
Hi there.
I have been attempting to reply anywhere on your site, but can't locate that option. Yes this complaint is now closed and satisfactory.
Thank you,
******
Initial Complaint
Date:08/15/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 6/2/22 I purchased a Gas Line Replacement Plan from HomeServe USA, Plan #********* for *** **** **** ****** ***** ** *****. The Property was vacant when purchased so the county had the gas turned off. After closing, I contacted the gas company to have the gas turned back on. The gas company told me that a new meter would need to be installed for them to turn on service. I had a plumber come out to install a new meter bar and prep the line for the new meter. the plumber said that there was an issue with the gas line and it would need repaired before he could install the bar. This was the first time I was made aware of there being an issue with the gas line. I immediately contacted HomeServe USA to file a claim on 8/1/22 Job# ************-1. Their contractor called to schedule service but shortly after I got a call that HomeServe was denying my claim because the gas had been turned off and they were considering it a pre existing condition. My claim was wrongfully denied because the terms and conditions do not list gas being off as a pre existing or ineligible for coverage. I did not have knowledge of any issue with the gas line prior to opening my plan. according to the terms, a pre existing condition must be a known defect or deficiency, not simply being turned off for safety due to vacancy. On 8/3/22 I called to dispute and customer service opened another claim to try again job# ************-1 which was also denied. I have asked multiple times to speak to a manager or claims dept. to dispute this and each time they say I will get a call back but never do. My claim falls within my terms and conditions and HomeServe is wrongfully unwilling to honor our contract, further, they are outright unwilling to hear my dispute to their denial of service. As of now, they have sold me a product that has no benefits.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 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 August 25,
2022, and provided clarification regarding the terms and conditions of his Gas
Line Replacement coverage.
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:08/15/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been calling HomeServe for one to one and a half years about the same issue. They consistently give me incorrect information and/or do not make follow up calls to me or the companies they send out, regarding my issue. They were made aware, some time last year, about a collapsing pipe. It causes my four children and i to be displaced. They do not send someone out the same day and when a company does come, most times the issue has resolved itself until the next time, so they say they can’t do anything or request a camera if they don’t see the blockage in the toilet at the time of arrival. However, the issue is a blocked pipe so of course by next day sewage has had time to go back down. I feel this is intentional, in order to not have the work done, which would require digging up the ground. Thursday, plumbers came and did the same job as before and pulled roots from the pipes by going through the roof. The issue occurred again 2 days later. HomeServe didn’t send anyone that same day and when they finally reassigned the ticket, although I was told on Saturday that someone would come out with a camera, they did not send a request for a camera. Every time this issue occurs there’s sewage in the tub of both bathrooms and water on the floors, which is causing the floor to buckle. Yet, they show no urgency in resolving the matter. I’ve expressed the urgency and concern because my children need use of facilities each time I speak with someone. But again, I’m given the run around. I have added photos of the water that seeps from the bottom of the toilet, sewage backed up in my toilet, and sewage backed up in my children’s during my youngest daughter’s bath. This is 2 days after the job was “done”.Business Response
Date: 08/25/2022
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: 08/31/2022
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. I am working with Khristy W******** and my case is still open with them.
Sincerely,
******* *******Initial Complaint
Date:08/12/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My name is ***** *******-****** Power of Attorney for ********* ******* reference # *********. (Homeserve ref #). There is a charge on Mr *******'s account for $690.00 taken 03/08/2022 which should have never been charged. I Have called the company several times to rectify this charge from May of this year through now, 8/12/2022. I have spoken with Amy, Rosie, Tom, and Josh from Homeserve and they did agree that the charge was an error on the part of their Company and told me to send in a letter and the bank statement in which the charge was taken out. I faxed the letter and bank statements as per Amy's request to the number provided. I do have the fax confirmation. I did not hear back or receive the refund, so i called again 6/20/22. As per Rosie who confirmed that charge was an error, I should re-fax the letter and bank statement which I did and also have that fax confirmation. Again, i heard nothing. I called several times after and the customer service rep said they will look into it and call me back. Again no call. This charge is their error and no one is helping me get this refund. I would like the $690.00 returned to **** *******.Business Response
Date: 08/22/2022
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:08/11/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
HomeServe took it upon themselves to take monies out of my checking account without ANY APPROVAL from me, the consumer. I have NEVER given them permission to do an automatic payment. All of my renewals were done by check, because of the difficulty that presents itself when you try to cancel automatic payments. At first they would not admit to the fact that this was done without my approval. Now, after receiving a refund, minus $1 and some change, and me requesting a copy of the document that gave them permission to take the funds directly they admit to the "mistake" and promise to send me copies of all my payment documents. While waiting to be transferred to the department that handles these issues, we were "disconnected". I requested that ALL of my banks information be deleted from their systems, and confirmed that they do not have permission to deduct funds from my account. Each call to the company gets me different answers.Business Response
Date: 08/12/2022
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 12,
2022, and apologized for the payment processing error, and confirmed a full
refund had been processed. The OTP
member confirmed that the Exterior Water Service Line and the Interior Plumbing
and Drainage coverage will not be renewed and be left to expire. Ms. ****** requested confirmation in writing
that her bank details will be removed from the account notes and confirmation
that the coverages have been will not be renewed.
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: 08/12/2022
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 upon receipt of correspondence noting DELETION of bank information from HOMESERVE data base.
Sincerely,
***** ******Initial Complaint
Date:08/11/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
August 2,2022, water was shut off to our home due to water line leak. HomeServe was notified same day and a tech came out took pictures and said it would be marked critical repair. It has been eights days of back and forth with their customer service though pleasant individuals nothing has been accomplished in providing us with a contractor to install a new water line. The one company ***** ****** who came out at their behest said it would be better for us to hire our own contractor. HomeServe advertises their home plans as a safeguard against costly home repairs. This is a monthly fee for a plan that claims to provide a service. How do they justify charging a fee and not fulfilling their contractual obligation?Business Response
Date: 08/22/2022
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:08/10/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have and appliance plan with my electric company and have been paying $12.95 per month for the last 6 years. In March 2022 my washing machine stopped working so I reached out to Homeserve to start the process for repair. I paid the $25.00 to have technician come check it out and it was determined that I needed a wash motor. The company ordered the part and unfortunately it has been on back order and no one knows when it can get sent out. I’ve been without a working washing machine for almost 5 months now and no one can seem to help me come up with a suitable resolution. Truly disappointed with this company.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 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 15,
2022, and confirmed the part was on national backorder pending obsoletion. As
an alternative resolution, the member offered a one-time compensation for the
cost of the part. Ms. ******* accepted this outcome.
We
appreciate you bringing this matter to our attention and giving us the
opportunity to respond. We welcome Ms.
******* to reach out to us with any further concerns.Initial Complaint
Date:08/10/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought a warranty for inside plumbing with this company about 10 months ago. They took my money every month and sent an inexperienced, unqualified and lazy contractor to my home, who looked for numerous excuses to not complete the job. On June 21, 2022. when I first discovered the leak in my home, the company sent out someone from *** ********* to do the repairs. The contractor evaluated the job, determined where the leak was located and asked us to remove some cupboards, which we did. After removing the cupboards, the company sent another contractor by the name of Orlando on August 9, 2022. He was very lazy and unprofessional and looked for every excuse to get out of doing his job despite my husband pointing out exactly where the leak was. He said that he had to go through the floor of the other apartment upstairs and the apartment was not covered. The first contractor did not tell us this. In fact, he confirmed that the leak was in one apartment and that he would fix it. I bought the warranty online and there was no clause that my 2 floors have to be covered in order for repairs to be done. When Orlando left, my husband broke the wall, and indeed the leak was in the exact area the first contractor identified.
In addition, the staff I spoke to on the phone were all rude and unhelpful. Rita gave me false information in order to evade my concerns. Christopher from sales transferred the call to someone else without even letting me know in order to evade my concerns. D R**** was also evasive and did not want to deal with my concerns. Tiffany was the only nice one that put me on to Hannah a supervisor. Hannah did not do anything to help. I feel cheated and scammed. This company took my money every month and sent a lazy contractor who made every excuse in order to avoid doing the job they were hired to do. I need all my money back and I am going to continue going on every forum so that people can know who you are and avoid doing business with you.Business Response
Date: 08/12/2022
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 11,
2022 and apologized for the miscommunication regarding the Interior Plumbing
and Drainage coverage and the repair delay. The OTP member confirmed that a
full refund had been processed for the cancelled coverage. As a courtesy for
the delay in service and miscommunication, Ms. ******* was offered a payment of
$250. Ms. ******* accepted this outcome.
We
trust this response satisfactorily resolves Ms. ********* concerns. We
appreciate you bringing this matter to our attention and giving us the
opportunity to respond. We welcome Ms.
******* to reach out to us with any further concerns.Customer Answer
Date: 08/15/2022
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:08/09/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The customer service representatives are very polite, but they are ineffective. I made a claim over two months ago about a very serious situation with my plumbing. I assure you have the coverage and the representative I spoke to months ago assured me I did. Water is leaking nonstop into my basement. I cannot use my dishwasher or kitchen sink. My washing machine is filled with stagnant water and cannot be used. I fear it is now irreparable because of their delay. This is not a mere inconvenience but a very serious health and safety issue which gets worse by the day. This insurer guarantees emergency repair. This is why I bought the insurance with them and they have miserably failed me as an insured.
Their representatives tell me that an adjuster will call me back but no one does. I am tired of calling them begging for help, which brings me extra stress coupled with this very serious situation with my plumbing. I feel this is a dilatory tactic, hoping I will give up or buying time to deny my claim for no legitimate business reason. This is bad faith.
I purchased a policy covering exterior/interior pipes. I made a legitimate claim over two months ago about a serious plumbing issue resulting in damage to my home and potential health issues. Homeserve has either failed to timely investigate the claim or just intentionally letting the claim sit on a desk hoping I will go away. Their representatives keep telling me someone with authority is going to contact me yet no one calls, emails me or writes. I understand delay is an age-old strategy utilized by insurers to either induce claimants to give up, or to induce a lower settlement payout on a claim. I feel I am getting the run around, leaving my home in disrepair and putting my health at risk.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 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:08/08/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased external sewer line coverage from Home Serve in August 2021. We experienced slowing of our drains, and when we called Home Serve in April 2022, the plumber who came to our house said that it would not be covered because the problem is beyond our curb and into the street. Our township public works department regulations state that we as homeowners are responsible for repairs from our home to the main line, which in our case is in the middle of a busy road. It was our understanding that purchasing this coverage from Home Serve would protect us from exactly this type of situation. If we own the line until it meets the main line, then it should be covered by what we purchased as it is called "external sewer line coverage".Business Response
Date: 08/11/2022
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 9, 2022, to provide additional
clarification of the Terms and Conditions of her service agreement.
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.
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