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:07/20/2022
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 had a service contract with Home Serve for many years and have a problem every year getting my heating and a/c tune-up scheduled.On July 14 i called customer service and after being on phone for over 15 minutes was told no appointments were available and a request would be sent to dispatch and someone would contact me with an appointment date.On July18 I called again and was put on hold for 5 minutes after being told once again no appointments are available I waited a few minutes and called again and told same story no appointments available and dispatch would call me .Today is July 20th. and no phone call.I pay$38.25 per month and am entitled to this service per my contract.I am trying to get a date scheduled as my schedule is full because i transport patients to medical appointments and need to schedule my trips accordingly. Hoping this problem can be resolved in a short matter of time.
Business Response
Date: 07/29/2022
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 July 29, 2022,
and confirmed he was scheduled for a tune-up on August 9, 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.Customer Answer
Date: 07/30/2022
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:07/20/2022
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.
This company has exterior water and sewer insurance programs and I have signed up for 3 of them. The problem is at renewal time they send a bill and I pay with a check and it never gets posted and the policy expires. I then have to pay for a stop payment on check and start a new policy. With calling their phone number the person says they have no manager or boss I can talk to. The person says it takes 6 to 8 weeks to process my payment. Claims it is the post office fault. I work for the post office and it is not a post office fault. It is homeserver's slow posting and processing of the payments. It is costing me 35.00 each check to do a stop payment because I don't know if it is lost or what is happening and they canceled my policy. I am about to stop since this is the 2nd time. Very poor service. I would loke to know where my check is so I don't pay another stop payment fee of 35.00. Is there anyway someone can contact company and find my payment and reinstate my policy? According to the phone person I am not the only one having this problem with this company. Maybe they are scammers?? Not sure what to think or do.Business Response
Date: 07/21/2022
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 July 21, 2022,
and confirmed payment had been received and processed for Water Service Line,
Interior Plumbing and Drainage and Sewer Septic Line coverages and all
coverages were active. The OTP member
apologized for the check processing delay for the Water Service Line coverage. Ms.
**** accepted this outcome.
We
trust this response satisfactorily resolves Ms. ****’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: 07/23/2022
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:07/20/2022
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.
Good morning,
Earlier today, I noticed that $71.88 was deducted from my online checking account by Home Serve USA. I called Home Serve USA. The individual stated that they had sent me a contract. However, they had an incorrect name and an incorrect billing address. I was completely unfamiliar with the named individual and the address they cited. Yet, they had charged my account $71.88 without my prior authorization, stating that they had used the information on a check I had written upon buying the house in June 2021.
This kind of business practice is egregious.
Sincerely,
****** ** ******** ****Business Response
Date: 07/21/2022
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 July 21, 2022,
and confirmed that there was a signed enrollment form on file, and the auto
renewal option had been selected. Ms. ******* advised that the renewal
documentation had not been mailed to her, it had been mailed to a previous homeowner
at a different address. The OTP member apologized for the error and advised that
a full refund had been processed. 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:07/15/2022
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.
I purchased Homeserve yhe protection plan via *********** ****** about 3/4 yrs ago. My a/c unit went out and I thought my plan covered issues however when the repairman came out on 7/13 and 7/14 to accessed the problem at first he told me it would be covered and repaired but needed to come back the next day. When he came back he told me the repair was not covered and I needed to pay $3k for the repair out of pocket. This company is a scam and I want all to know not to sign up for Homeserve because u will waste your money. They will almost always find a reason NOT to repair your issue. Same thing happened to my daughter.Business Response
Date: 07/27/2022
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, called Ms. ****** on July 15, 2022, and explained the out-of-pocket costs related to her AC repair. On July 20,2022, upon receiving notification from Ms. ****** that she would accept the out-of-pocket costs for her AC repair, HomeServe arranged for a trusted network provider to return to Ms. ******’s home. The AC unit was repaired on July 26, 2022. Ms. ****** accepted this outcome.
We trust this response satisfactorily resolves Ms. ******’s concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We welcome Ms. ****** to reach out to us with any further concerns.Initial Complaint
Date:07/15/2022
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.
On Friday afternoon, 6/17/22, our main waterline to our home ruptured. The insurance company, Homeserve, was called on 6/22/22 and they sent a plumber the next day. Homeserve has wrongfully denied my claim for repairs. Wednesday, 7/13/22, we had to proceed with having the waterline replaced at our expense ($4400). I have been in constant contact with Homeserve in an attempt to get the waterline replacement covered under our policy with no result. I have numerous documentation of all communications. I have photos also. All of this relevant documentation is too large of a file to send via this filing. I can email upon request. We are seeking guidance from you on recovering our cost as per our contract with Homeserve.Business Response
Date: 07/29/2022
We are in receipt of the
complaint filed by Ms. **** ****** and Mr. ***** ********* 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 we are working with
Ms. ****** and Mr. ********* to resolve this issue to their satisfaction.
We
appreciate you bringing this matter to our attention and giving us the
opportunity to respond. We welcome Ms. ****** and Mr.
********* to reach out to us with any further concerns.Customer Answer
Date: 07/29/2022
Complaint: ********
I am rejecting this response because:I do not want the response from Homeserve to close this issue until it is resolved to our satisfaction. I am waiting for a proper resolution and want the BBB to remain involved.
Sincerely,
***** *********Business Response
Date: 08/08/2022
We are in receipt of the
complaint filed by Ms. ****** and Mr. ********* 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 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, called Mr. ********* on August 8, 2022, and advised that reimbursement
for the covered repair had been approved. Ms. ****** and Mr. ********* accepted
this outcome.
We
trust this response satisfactorily resolves Ms. ******’ and Mr. *********’s
concerns. We appreciate you bringing this matter to our attention and giving us
the opportunity to respond. We welcome Ms.
****** and Mr. ********* to reach out to us with any further concerns.Customer Answer
Date: 08/09/2022
Better Business Bureau:
Although a resolution has been agreed to, Homeserve should be ashamed for having put one of their customers through the stress of justifying a legitimate insurance claim. I believe my claim was initially misdiagnosed by the original technician that was sent to my home. This entire situation could have been dealt with more efficiently had Homeserve properly prescreened the contractor or at minimum had a different technician or company come to my home to review the problem. Overall, I am extremely disappointed in the service provided by Homeserve and would not recommend them to anyone. Having said that, 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:07/14/2022
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.
***** ****** heating and cooling repair plan is declining the repair claim. I bought the repair plan for my home heating and cooling service with ***** ****** who claim to have a heating and cooling system repair plan.
I was paying every month and it says any repair is covered up to $2400. The first time I requested repair services they declined my claim and said the motor is not covered. I ask them why the motor is not covered and what they claim to be part of the repair service I pay for. After asking this they hung up on me. I tried to call back but they kept hanging on me and stopped giving me any answer and proper service.
I bought this plan from: **********************
They are declining to do the repair even though the plan states the repair is covered up to $1750 per term including Condenser, Motor, and Fan as shown in the second page of the agreement.
Please investigate into the following matter and help me get the proper services as promised and declared by The ***** ****** Home.
Please feel free to contact me for any further questions on ###-###-####Business Response
Date: 07/25/2022
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.
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 July 15, 2022, and
advised that as there was evidence of third-party damage, the repair was not
covered under the Cooling System coverage. Ms. **** cancelled her coverage on
July 19, 2022.
We
appreciate you bringing this matter to our attention and giving us the
opportunity to respond. We welcome Ms.
**** to reach out to us with any further concerns.Initial Complaint
Date:07/14/2022
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.
HomeServe Usa ************ sent a company out to fix a pipe under my basement flooring over a year ago which included them removing cement and replacing the pipe. Keep in mind I had to submit a claim through my home owners insurance to cover water and property damage. Fast forward over a year later I'm having the same issue. They sent out another plumber three times within the same week and I'm speaking of the week of July 10th of 2022 to snake out my main sewer line in the basement and the plumbing company put a camera through the pipe and saw that the same pipe that was replaced has a belly in it which obviously means it wasn't set properly and that an exterior pipe also needs to be replaced which they did replace; however, HomeServe tells me that I have to pay out of pocket to get the same issue fixed that was suppose to have been fixed over a year ago. I'm not understanding why I have to pay out of pocket to have the same pipe fixed. It clearly shows through the camera that the belly is in the pipe that was replaced and that's where the issue is. Customer service tells me that the pipe is only covered for 90 days. So, you mean to tell me that they rather pay hundreds of dollars to fix something temporarily than to make sure it's fixed properly the first time? That doesn't make financial sense to me. The contact # for the contractor is ************ and his name is Ken. He can tell you everything that's going on and he also agrees that I shouldn't have to pay out of pocket for an issue that wasn't set properly which made the problem worse. Oh, not to mention they came and fixed a part of the exterior pipe and than told me they can't send anyone else out to snake my main pipe since the exterior pipe was replaced. I'm requesting that they have the previous company "****** *** ***** ********" come back and fix the interior pipe properly without me having to come out of pocket.Business Response
Date: 07/27/2022
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:07/14/2022
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 company took 119.88 out of my checking acct...I do not have an account with this company. I have attempted to resolve this 4 times...no one can find my so call acct. I sent them a photo of the amount removed from my bank. This happened on June 27th. No one from management will talk with me. I am told everything someone will call me back from 24 to 48 hrs. No one does...I have to call them. This is fraud and theft. I want my money credited back to my account immediately.Business Response
Date: 07/15/2022
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. Mr. ***** has been advised that HomeServe will refund the $119.88.
The coverage had auto renewed for a previous address. Mr. ***** was emailed the signed enrollment
documentation.
We
trust this response satisfactorily resolves Mr. *****’s 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:07/13/2022
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 would like to point out how confused/and misled I became after speaking with several Home Serve reps on 7/12/22. I called Home Serve @ phone number ###-###-#### on 7/12/22 from my cell phone number of ###-###-#### at the times of 1:09pm(rep Amy), 1:35pm(Kane/supervisor), 1:41pm(Male rep did not get name), and finally at 2:06pm PST(Bethani & Lori reps). The original reason for my call on this day was because my auto renewal was fast approaching on 7/22/22, yet I had not received my declaration page and auto renewal instructions as I have in the past. I have been with the company for approximately 6 years and would always receive such docs via email or physical mail. For the year of 2021 I received such docs from the following email address on 6/14/21("HomeServe Customer Service"Business Response
Date: 07/26/2022
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 July 14, 2022, and
apologized for the frustration he experienced when calling HomeServe to inquire
about his renewal documentation. The OTP member emailed Mr. ***** the Water
Service Line renewal documentation on July 14, 2022. On July 20, 2022, the OTP member advised Mr.
***** by email that the miscommunication is being addressed internally. 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.Business Response
Date: 07/26/2022
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 July 14, 2022, and
apologized for the frustration he experienced when calling HomeServe to inquire
about his renewal documentation. The OTP member emailed Mr. ***** the Water
Service Line renewal documentation on July 14, 2022. On July 20, 2022, the OTP member advised Mr.
***** by email that the miscommunication is being addressed internally. 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.Customer Answer
Date: 07/26/2022
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: 07/26/2022
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:07/11/2022
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.
i purchase the Pemier Cooling plus service on 1/26/22 which includes 1 tune up which includes:
A Cooling Tune-Up includes only the following:
• Check: thermostat operation, system temperate split, voltage and
amperage to all motors.
• Inspect: disconnect, fuses, wiring, contactors, relays, pressure
controls, electrical safety circuits, indoor blower and motor for dirt build up, bearings, condensate drain, outdoor coil, duct seal at unit and secure panels.
• Clean (if necessary): condensate line, outdoor coil and air filter. • Replace (if supplied by customer): air filter
• Lubricate: fan and motor units
• Run and test system.
i made my appointment for a tune on 4/16/22 , a homeserve tech came and told us that our AC unit was fine and that he did a complete tune-up and my AC unit is good to go.
sometime in the end of May we turn on your AC unit and by the third day the unit was leaking water causing water damange to the Dry wall.
we made an emergancy call to homeserve which they came the next day on 5/28/22 another homeserce tech took a look at our AC unit to find out that the unit was bad/in disrepair/ it had black mold build up in the unit and the unit was also leaking AC freon. as well as rust corrosion. causing the leak.
i was completly mislead/lied to during the 1st visit of the tune up. the original technician failed to inspect my ac unit which could of prevent the water damage to the house.
i called the company and they denied any wrongdoing. even though the TUNE up technician verbally told me that my unit is good for the summer. he didnt do his jobBusiness Response
Date: 07/25/2022
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 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.
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