Complaints

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

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HomeServe USA Corp. has 35 locations, listed below.

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  HomeServe USA Corp.

  601 Merritt 7 Fl 6 Norwalk, CT 06851-1174

  
• 

  HomeServe USA Corp.

  45 Glover Ave Fl 6 Norwalk, CT 06850-1238

  
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  HomeServe

  PO Box 93084 Des Moines, IA 50393-3084

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  Home Serve of Alabama

  PO Box 1933 Birmingham, AL 35201-1933

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  HomeServe USA Corp.

  Roanoke, VA 24018

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:05/04/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called them in February to cancel this account they told me it would be canceled. As of today, I am still being charged for this money that I don't feel I owe. It has taken four phone calls, and this is still not taken care of. When I talked to ****** ***** this morning, they told me they only got cancel notice yesterday. That is not right! I I don't feel I owe this money, and it is wrong on their part to charge me. I pay the gas that I owe with no problem. But I was not paying for something when I called and canceled it in February. This better not be on my credit as not paying it. This bill need to show I don't owe them anything, Amount 68.94

  

  Business Response

  Date: 05/10/2022

  We are in receipt of the complaint filed by Ms. ********* and regret to learn of her dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously.
  
  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 May 5, 2022, and advised that the only record HomeServe had regarding the cancelation of the cooling coverage is April 26, 2022. On May 3, 2022, we received notification from the utility partner, ****** ***** to cancel the gas line coverage and they requested confirmation that the cooling coverage had been cancelled as requested by Ms. *********.
  
  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:05/04/2022

  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.

  A year ago, I entered into contract with Homeserve for $3000 Sewer/Septic Line insurance. 2/23/2022 I suspected issue with my sewer line and called Homeserve for repair. This was 34 minute call in which I provided all necessary information. At this time I requested camera work prior to snaking as condition of sewer line was unknown. I did not hear back from Homeserve. I again called 3/25/2022 to check on status and was told job ticket had not been created, there were no companies in area working with Homeserve and was asked if I could send name and information on a company to see if they would work with Homeserve which I provided. I again requested camera prior to snaking. 3/30/2022 an appointment was created by Homeserve with a contractor I never would have used to snake my sewer line. 4/13/2022 during process of snaking sewer line, a hole was punched through line and snake was stuck for five hours until backup could assist in removal. A camera was used to locate and remove their equipment. Contractor stated it would be minimum of $10,000 to repair line then declined to do work. Homeserve claimed contractor billed almost $800 for snake/camera which is outrageous, leaving $2213 of coverage to repair my sewer line. Homeserve again stated no local contractors were available to do repair and again asked me to provide contractor. I provided CIPP lining company which would repair line without excavation for $5800. 4/27/2022 Homeserve approved them to camera locate.. Homeserve now states there’s 50/50 chance of not approving CIPP repair work even though it’s thousands less without the nightmare of shoddy excavation which I have stated I will not do. 9 weeks later leaves me paying for all sewer repair work which, if not for Homeserve runaround, I would have had done over a month ago. Homeserve’s has given me nothing but runaround, delays, poor communication, and finding any and every way possible to not honor their contract.

  

  Business Response

  Date: 05/10/2022

  We are in receipt of the complaint filed by Ms. ***** and regret to learn of her dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously and 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.