Complaints

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

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• 

  HomeServe USA Corp.

  45 Glover Ave Fl 6 Norwalk, CT 06850-1238

  
• 

  HomeServe USA

  PO Box 267 Annapolis, MD 21404-0267

• 

  Home Emergency Insurance Solutions

  Unpublished Fresno, CA 93722

• 

  HomeServe U S A

  PO Box 3452 Seattle, WA 98114-3452

• 

  Home Service USA

  PO Box 873 Northbrook, IL 60065-0873

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/25/2025

  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.

  On our electric bill I saw a charge for $6.99 a month in which I did not know what it was for. I contacted the electric company, and they stated it was a warranty service for electric lines from the street to our house and that we signed up in 2014. I have not had a paper bill in over a decade, only electronically, and have noticed the charge (my fault). I contacted HomeServ to find out about the charge and to try and cancel the service. My first contact was on 3/5/25, and I was able to cancel the service, but also requested proof that we signed up for the service, since we had no recollection or paperwork at home. If no proof found, I requested a FULL refund of all charges paid. I was told that a supervisor would review the call tapes (stated we signed up by phone) and call me back in approximately 1-2 business days. I never received a call. I called again on 3/12, 3/14 and I believe on 3/17. All promising a review and call back from a supervisor within 1-2 business days. NO CALLS! I don't feel confident that we signed up for this service if I can't even get a call from someone to at least tell me they are researching it. If we did sign up, then we owed the monthly fee, if no proof, we should receive a refund. That is all we were asking when we called.

  

  Business Response

  Date: 04/04/2025

  We are in receipt of the complaint filed by ******** *******
  and regret to learn of her dissatisfaction. HomeServe USA places our customers
  at the heart of everything we do and considers customer satisfaction of utmost
  importance. We take customer complaints seriously and are 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 April 2nd, 2025, and advised via
  voicemail that she will be fully refunded. Ms. ******* accepted this outcome
  via email.
  
  
  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 ******* to reach out to us with any
  further concerns.

  Customer Answer

  Date: 04/04/2025

  
  
  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:03/21/2025

  Type:Product 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 contacted Homeserve regarding the repair of my dishwasher. I paid the 50.00 upfront fee and the repair person arrived on 3/1/25. *********** * ********** *** *** ****. They submitted a claim for the repairs. I received a call stating that they would replace the dishwasher because its cheaper. I received several emails from Sharee B***** from Homeserve Appliance Operations Specialist phone number *** *** **** *** ******* telling me to submit my direct deposit information and they will provide the amount of 649.00. I submitted this form on March 13, and I have not heard anything from her or the company. I have called several times and I am getting the nowhere. I have sent several emails to Sharee B***** and now that I have submitted the direct deposit information she is not answering. I am now requesting 700.00 since I have purchased the dishwasher and I am incurring interest. I have have this policy with this company for over 10 years and this is not acceptable. I can provide the string of emails dating back to March 6 if needed.

  

  Business Response

  Date: 04/01/2025

  We are in receipt of the
  complaint filed by **** **** and regret to learn of her
  dissatisfaction. HomeServe USA places our customers
  at the heart of everything we do and considers customer satisfaction of utmost
  importance. We take customer complaints seriously
  and are 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 **** **** on March 26, 2025,
  and offered a gratuity due to the delays experienced. **** **** accepted this
  outcome.
  
  We
  trust this response satisfactorily resolves **** ****’s concerns. We appreciate
  you bringing this matter to our attention and giving us the opportunity to
  respond.  We welcome **** **** to reach
  out to us with any further concerns.

  Customer Answer

  Date: 04/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: as of today April 2, 2025 I have not received my buyout of 700.00. I appreciate the calls checking to see if I received it but someone needs to be proactively making sure this payment is processed and confirm a date that I will actually receive the payment.

  I see that on March 20th their payment was processed without any problems.
  
  
  
  Sincerely,
  
  
  
  ***** ****

  

  Business Response

  Date: 04/10/2025

  We are in receipt of the rejection
  complaint filed by **** **** and regret to learn of her
  continued dissatisfaction. HomeServe USA places our
  customers at the heart of everything we do and considers customer satisfaction
  of utmost importance. We take customer complaints
  seriously and are happy to report that the issue is resolved.
  
  In response to this complaint,
  a member of HomeServe’s Office of the President conducted a detailed
  investigation of the issue and as a result, called **** **** on April 10, 2025,
  and confirmed that **** **** had received her reimbursement. **** **** accepted
  this outcome.
  
  We
  trust this response satisfactorily resolves **** ****’s concerns. We appreciate
  you bringing this matter to our attention and giving us the opportunity to
  respond.  We welcome **** **** to reach
  out to us with any further concerns.

  Customer Answer

  Date: 04/13/2025

  
  
  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.
  
  
  The person who helped me resolve this issue was amazing.  She followed up with as promised every few days.
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:03/19/2025

  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.

  Originally I only choose the Gas Line Plus for $8.49 a month but after a few months this company started charging me for every service they were offering with out my Authorization. I contacted Home Service USA directly to have all there services discontinued mid January but instead they still charge me.
  
  There service agent said I would not be billed starting March but instead they are still applying to my monthly natural gas bill from ****** ***** ******.
  
  This company has some kind of scam going on when they slip charges in that was never asked for to start with.
  
  I need this to stop and I am expecting a refund for this bill.

  

  Business Response

  Date: 04/01/2025

  We are in receipt of the complaint filed by ****** ****** and regret to learn of his dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously and are happy to report that the issue is resolved.
  
  In response to this complaint, a member of HomeServe’s Office of the President conducted a detailed investigation of the issue and as a result, called Mr. ****** on March 24, 2025, and advised that although we have verified his enrollments as valid, we would offer him a gratuity. Mr. ****** accepted this outcome.
  
  We trust this response satisfactorily resolves *** ******’s concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond.

• Initial Complaint

  Date:03/18/2025

  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.

  Dated 2/24/2025 I received a letter claiming I am enrolled in a surge protection plan with HomeServe that I never authorized with an annual charge of $62.07 billed monthly at $5.17. They claim to be separate from **** ******. I never opted into this. It claims to continue next annual plan on 4/4/2025-4/3/2026.

  

  Business Response

  Date: 03/27/2025

  We are in receipt of the complaint filed by ******** *****
  and regret to learn of her dissatisfaction. HomeServe USA places our customers
  at the heart of everything we do and considers customer satisfaction of utmost
  importance. We take customer complaints seriously and are 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 *** ***** on March 25th, 2025, and advised that the
  plan had been canceled as requested.
  
  We trust this response satisfactorily resolves *** *****’s
  concerns. We appreciate you bringing this matter to our attention and giving us
  the opportunity to respond. We welcome *** ***** to reach out to us with any
  further concerns.

  Customer Answer

  Date: 03/27/2025

  
  
  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:03/17/2025

  Type:Product 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.

  Since 8/19/2020, Home Serve has charged me service repair coverage on a HVAC system that they knew full well was EXCLUDED from that service contract and failed to inform me of this, despite the fact that I had told them what type I had. They continued to charge me until I discovered that they do NOT cover my oil burner furnace, only electric or natural gas. So on 1/10/2025, @ 8:30am, I called Home Serve and spoke with Dan, who apologized for the error and stated he would immediately issue a refund for this error. He stated I should receive the refund within 7-10 business days. No refund yet received, so on 1/28/2025, I called Home Serve & spoke with Ayesha @11:49am, regarding the status of my refund and was told it had been issued and to wait 30 days to receive it in the mail. Nothing. On 2/4/2025, I called again & spoke with Amanda @4:32 pm and she gave me the Contract reference #*********, and told me to expect to receive the refund check in the mail by 3/13/2025. On 2/27/2025 @4:24pm, I spoke with Mary @ Serve & she told me the same. On 3/13/2025, spoke with Alex who gave me the confirmation ref. # ******* re: my refund check & escalated the issue to Jessica. Alex & Jessica then said my refund check was sent out on 3/13/2025 and to wait 30 days to receive it in the mail. This company has been giving me the runaround and refuses to expedite my refund of $626.34 since January 10, 2025. Please take them to task and refund my $626.34 immediately for breach of contract.

  Customer Answer

  Date: 03/17/2025

  Jessica called me and left this same message everyone else at Home Serve has been telling me since January 10, 2025. It’s the same runaround with no refund received on my end. I just want my money back and the public to be aware of this company’s shady practice.

  

  Business Response

  Date: 03/24/2025

  We are in receipt of the
  complaint filed by *** ******* ****** and regret to
  learn of her dissatisfaction. HomeServe USA places
  our customers at the heart of everything we do and considers customer satisfaction
  of utmost importance. We take customer complaints
  seriously and are 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 March 21, 2025
  and provided her the requested resolution. 
  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 *** ******* ****** to reach out to us with any
  further concerns.

   

  Thank you, 

  Customer Answer

  Date: 03/31/2025

  A shame that it took several phone calls, multiple emails and finally a complaint with the Better Business Bureau over a span of several months just to get my refund. I don’t appreciate this company giving me the runaround and same old excuses for several months. It was like speaking to a wall. After all this without any success in getting my refund of $626.34, I was so frustrated that I filed a complaint with BBB.  Thanks to the BBB’s intervention I got my refund check by ***** the next day. This company’s lack of respect for my time and the 3 months it took just to get my money back left me disgusted. I would never recommend them based on their lack of integrity. It took me filing a complaint with the BBB to finally get my money back. If you have issues with this company, don’t bother wasting your time trying to talk to them, just file a complaint with the BBB and save yourself the frustration. You’ll get actual results without the runaround and aggravation.

• Initial Complaint

  Date:03/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have paid for a HomeServe Exterior Sewer Line Service Agreement, identified as service agreement number *********, for several years to provide coverage up to $10,000 for covered repairs. In November 2024, we experienced a sewer back-up resulting in loss of facilities and initially contacted HomeServe to use our service agreement for covered repairs. HomeServe was unable to dispatch a plumber immediately despite loss of facilities. HomeServe did schedule a plumber to perform a diagnostic assessment of the sewer line using a snake. He reported the line appeared clear. In early December 2024, we experienced another total loss of facilities. Again, we contacted HomeServe. Again, they were unable to dispatch a plumber immediately. A plumber was dispatched on Sunday. This plumber used a camera to identify a break or obstruction in the line at the street clean-out. He obtained photos and advised he would send to HomeServe and indicate a spot repair was needed. HomeServe then dispatched a second plumber who cancelled the appointment. Upon discussion with the plumber, he advised he did not have the capability to make the spot repair requiring a 10ft deep trench. I contacted HomeServe to demand a repair or solution. HomeServe dispatched a plumber to perform a diagnostic assessment. At this point on 12/2/2024, I spoke to HomeServe rep and explained the immediate need for repair. He advised on a reimbursement process whereby I could hire a plumber for the repair then submit relevant documentation (same as attached to this complaint) for reimbursement within the max benefit, which was $9,466. Relying on this advice, I hired a plumber who performed the spot repair and restored full use of facilities. I then submitted documentation to HomeServe via email. To date, I have not received reimbursement or any communication regarding my request. The covered repairs were performed by a licensed plumber for nearly $1,000 less than the max benefit and inspected by ****** ******.

  

  Business Response

  Date: 03/25/2025

  We are in receipt of ***** *****'s complaint and regret to
  learn of his dissatisfaction. HomeServe USA places our customers at the
  heart of everything we do and considers customer satisfaction of the utmost
  importance. We take customer complaints seriously and are happy to report that
  the issue has been 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 March 17, 2025, and approved the requested reimbursement.
  Mr. ***** accepted this outcome.
  

  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. 

  Customer Answer

  Date: 03/26/2025

  
  
  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:03/17/2025

  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 had a ******* water tank in my home for years. I was able to take long hot baths, and there was enough hot water for other residents in the building to take hot shower, etc. After over 20 years the water tank needed to be replaced. Homeserve USA confirmed that ***** no longer made water heaters because they were out of business. Homewerve said they sell water heaters that is the same as the *******. LIES!!! This is furthest from the truth. The replacement water tank I purchased from Homewerve USA and installed by them does not work properly. When I turn on the hot water to fill my bath tub by time the tub is 1/2 filled the water run cold. there is no more hot water. We then have to wait hours for the water to become hot again. This is a huge inconviene because I can no longer enjoy the hot theraputic baths I have enjoyed for decades. Also, others who need to take a shower as they prepare for school or work no longer have that luxury or convince. The worst thing is that since Homewerve USA put in their hot water heater my water bill has doubled. My water bill was always ranged from $150 - $350 for decades even in the coldest winters of taking very long hot baths. Since having home serve USA water heater installed my water bill is now over $600, No more hot long baths. And very quick-ish showers...and the water bill is double. Ridiculous!!!. I notified home serve, I was told that a supervisor will call me back. No-one so I decided to involve the BBB in hopes that they can assist. My goal is to have a better replacement hot water tank that is energy efficient and that provides hot water to the entire building as promised or take back their hot water tank and give me a full refund. I am a peaceful person and I hope this issue can be resolved fairly, amicably and immediately.
  
  PS. I can provide my water bill for the past decade to prove my water bill increased immediately upon Homeserve water heater installed. Let me know if you need to see it,

  

  Business Response

  Date: 04/01/2025

  We are in receipt of the complaint filed by ******* ******** and regret to learn of her dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously and are 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 March 17, 2025, and offered to send a contractor out to assess her concerns. 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.

• Initial Complaint

  Date:03/13/2025

  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.

  In have noticed that, there is a recurring charges of $9.99 from my credit card. I did not realise what kind of charges are these. I changed my credit card fit card even then I found that it automatically charges from my new credit card. When I did a retrospective check, these services are taking the same charges since 2018. I did not authorize anyone to take these charges from my credit card. I found their number in ****** and call them up and they said that I sent a physical mail in request to avail of their plumbing service. From my knowledge I have not sent any physical request. So i believe this is a scam. Inasked the proof the physical form, but they did not send to me yet. The email address of mine / ***************** The address which I were at ***** ***** ******** ******** ** *****. In sold this house last year 2024 March. These kind of automatic charges with out any consent taking from my credit card is violation policy and rights. I need the full refund starting from 2018 since they have taken from my credit card.

  

  Business Response

  Date: 03/25/2025

  We are in receipt of the
  complaint filed by *** ****** and regret to learn of his dissatisfaction.
  HomeServe USA places our customers at the heart of everything we do and
  considers customer satisfaction of utmost importance. We take customer
  complaints seriously and are working with *** ****** 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 ***
  ****** to reach out to us with any further concerns.

  Customer Answer

  Date: 04/04/2025

  I would like to reopen the case, since the homeserve were buying time and informed me to work on a resolution. But they have not come up with a resolution which both parties agreed. As I said, the company did not have any email or mail communication during the time of 7 years where they silently taking money as like a subscription from my credit card. I need the full refund of money which they have taken from account. 

  Thanks

  Rajmohan 

  

  Business Response

  Date: 04/15/2025

  We are in receipt of the rejection
  complaint filed by *** ******* 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 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 *** ******* on April 14,
  2025, and offered him a partial refund.  Mr.
  ******* accepted this outcome.
  
  We
  trust this response satisfactorily resolves *** *******’s concerns. We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond.  We welcome *** *******
  to reach out to us with any further concerns.

• Initial Complaint

  Date:03/13/2025

  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.

  On and around 10/23/2024 I reached out to Homeserve concerns about HAVAC Unit not heating/ turning off. I was sent ****** *** on October 28th with they stated I needed a New Thermostat which I paid $300.00 for the new Thermostat and continue to have same issue ****** *** was sent out again on On Dec 6 Tech Name Brandon stated that coil needed to be replaced and Freon was low which home serve paid for labor for coil and I paid another $450.00 Freon. On Dec 20 placed another call to homeserve for same issues system no heating and turning off was told ******* ********** *** was taking the job over and they never came. placed another call to home serve and job was reassigned to *** ***** ********** came by check emergency heat and left never returned. from Jan 1,2025 to current I was sent multiple companies. I DO NOT WANT ** **** *** THEY ARE SCAMERS never finish the job and no other company wants to touch the system because the thing ****** had me pay for was not needed.

  

  Business Response

  Date: 03/21/2025

  We are in receipt of the complaint filed by ******** ******* and regret to learn of his dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer
  satisfaction of utmost importance. We take customer complaints seriously and are happy to report that the issue
  is resolved.
  

  In response to this complaint, a member of
  HomeServe’s Office of the President conducted a detailed investigation of the issue
  and as a result, called Mr. ******* on
  March 14th, 2025 and agreed
  to compensate him for the increase in electricity usage while he waited for
  repairs to be completed. Additionally, we have shared the customers feedback
  with the appropriate internal stakeholders . Mr. ******* accepted this outcome.
  

  We trust this response satisfactorily resolves *** ******** 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: 03/26/2025

  
  
  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:03/05/2025

  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 have been paying for a Home Warranty from HomeServe through my gas company ******** for over two years now. The only claim I've ever made was for a water heater repair and they said it had to be replaced, charged me $300 off of the $1500 maximum that they would pay out, then tried to charge me another $1600 for a $5500 water heater and installation. When I said I could get it cheaper with a different company, they said that they would have to "approve" that then wouldn't approve because my out of pocket would be greater with the outside company even though they only charged a total of $2000. I believe this company is scamming people out of money to guarantee something that they will never pay. They increase the rates with their preferred plumbing company and the customer has to pay. I want a full refund for all amounts that I paid to this company total is $1,281.15.

  

  Business Response

  Date: 03/17/2025

  We are in receipt of the
  complaint filed by *** ****** ****** and regret to learn
  of her dissatisfaction. HomeServe USA places our
  customers at the heart of everything we do and considers customer satisfaction
  of utmost importance. We take customer complaints
  seriously and are 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 *** ****** ****** on March
  12, 2025, and provided the customer with the requested resolution.   *** ****** accepted this outcome
  
  We trust this response satisfactorily resolves *** ******'s
  concerns. We appreciate you bringing this matter to our attention and giving us
  the opportunity to respond.  We encourage
  *** ****** to reach out to us with any further concerns.

  Thank you,