Complaints

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:06/16/2025

  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.

  We pay the Service Line Warranty of America Company monthly for insurance on our exterior sewer/septic line and exterior water service line. We need help and they are not sending a company to help. Last night (6-15-25) around 10:15 our bathroom toilet started gurgling. We soon had water coming out of every drain in the house, out of the toilets, shower and tub drains, etc. We called the ******************************, who contacted the Iowa Falls *********** They came and found a plug in a city sewer line. The *********** employee came in the house and told us it was uplugged and we could use the water, flush toilets, etc. We had used many towels to clean up all the water so put them in the washer. The water started coming from everywhere all over again. The City Water Supervisor said we must have a plug in our house sewer line. I called the Service Line Warranty around 12:00 AM to report that we needed help and they said they would put in an order right away. I called them back at 9:30 AM (6-16-25) and they did not have a company ready to help us. They said they would call back in 4 hours. No call. I called back this pm and still no help for us. They said they'd call back in 4 hours. By that time all businesses will be closed. We have to go to the neighbors to use their bathroom and can't run water or shower. WE NEED HELP NOW! I called ******** Underground Service in ******, ** and they provide sewer clean out services. They can come, but not until tomorrow morning, 6-17-25. I want Service Line Warranty to reimburse us for the bill that we will have from ******** Underground Service as we have been paying this monthly fee for several years and now need help and they are not living up to their end of the contract. Local companies are telling us they won't do business with Service Line Warranty because they will not pay them their full fee. Service Line Warranty said they will not reimburse us as they don't have a contract with ****************************. Please help us.

  Business Response

  Date: 06/25/2025

  We are in receipt of the complaint filed by *** and **** ******* and regret to learn of their dissatisfaction. Service Line Warranties of America (SLWA) places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We are happy to report that the issue has been resolved.
  
  In response to this complaint, a member of ***** Office of the President (***) conducted a detailed investigation of the issue and as a result, approved their reimbursement request for a 10 spot repair of their sewer line. *** and **** ******* accepted this outcome.
  
  We trust this response satisfactorily resolves *** and **** Hornungs concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We welcome *** and **** ******* to reach out to us with any further concerns.

  Customer Answer

  Date: 06/25/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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 company has said they will reimburse us for the costs of our sewer line plug since they were not able to send a company out here to help us. They said we will receive the check up to 10 business days from today. If they do not, I will be in touch with you again. 

  
  Regards,

  
  *** And **** *******

• Initial Complaint

  Date:06/04/2025

  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.

  In March 2025 my house water heater blew the tank, and my basement had four (4) inches of water. My water bill is evidence on how much I've been paying versus the month when the tank blew. Please find attached *** numbers 1,2 and 3 showing the difference in water bill that I did not apply to HomeServe for reimbursement. In addition, please find the attachment of the reimbursement charges I submitted to HomeServe.I put in the called on 3/18/2025 spoke to a ****** who gave me the claim # SHMT 3466F54C-1 and I sent the reimbursement request on the said date. No one contacted me from HomeServe so I called again on 3/30/25 and a ****** told me it was submitted to the ************************ at ************************************* Still no call from Home Serve. I called again on 4-01-25 and spoke to a ***** who said that it will take 30days for someone to contact me about the claim. I called again on 5.20.25,spoke to ****/**** who put me on to a Tamaia who told me that someone from reimbursement will contact me in 24 hours and I still did not receive a call. I called on 5.27.25, to a ***** who said she did not see it and that she will resubmit the reimbursement request again and that someone will call me within 48 hours. I did not receive a call, so I called on 6-03-25 and I was told the reimbursement request was declined.

  Business Response

  Date: 06/17/2025

  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.

  In response to this complaint, a representative from HomeServes Office of the President conducted a thorough investigation into the matter. As a result, Mr. ****** was contacted on June 9, 2025, to discuss the investigation's findings, and the position has remained unchanged since then.

  We appreciate you bringing this matter to our attention and allowing us to respond. We welcome Mr. ****** ****** to reach out to us with any further concerns.

   

  Best Regards, 

• Initial Complaint

  Date:05/29/2025

  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.

  I have an exterior water line plan at ************************* plan number ******** and an exterior sewer plan number ******** at ******************. I paid these two accounts on December ****** . I paid ****** check number 4825. It was cashed on December 12. I was never credited for these payments and my accounts were cancelled. I have spoken with numerous agents there who promised a quick resolution to my problem. On February 6th 2025 I emailed a copy of the cancelled check and bank statement as requested. I got an email on feb 11th saying they received the information and it was forwarded to the proper department. Several weeks later no response from them. Called them several more times with a promise every time that it would be taken care of. Asked for a supervisor and got voice mail with no return call. It has been six months now and my accounts have still not been credited my payment. I have two other active accounts with them that were paid with direct debit and those accounts were credited with no problem. I would just like my accounts credited and restored and have spent months trying to get this done with no luck.

  Business Response

  Date: 06/05/2025

  We are in receipt of ***** ****** complaint and regret to learn of her 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 HomeServes Office of the President conducted a detailed investigation of the issue and, as a result, called Mrs. **** on May 30, 2025. Mrs. **** was advised that the payment would be refunded, and she was re-enrolled in the appropriate coverage for both addresses. Mrs. **** 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. 

  Customer Answer

  Date: 06/05/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:05/26/2025

  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.

  Sewer line Warranty of American (SLWA), refuses to replace sewer line, per contractual agreement that I had since 2013. **** sent their bad fake plumber who intentionally denied problem. My good reputable plumber diagnosed, like 2 other plumbers did in the past 2 *********, I want premiums refunded that I paid since 2013.

  Business Response

  Date: 06/03/2025

  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 HomeServes Office of the President conducted a detailed investigation of the issue and, as a result, called Ms. ******* on June 2, 2025, and provided a 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 Ms. ******* to reach out to us with any further concerns.

   

  Best Regards, 

• Initial Complaint

  Date:05/20/2025

  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 have had SLWA for almost 10 years - ever since I bought my home. Normally, I've been one to recommend them to anyone buying an older home in an eligible area. However, on May 19th, I did need to submit a request to them, which they denied, saying that there wasn't anything they could do.Last week, I had my usual plumber come to fix a kitchen clog, which ended up being a broken disposal, but we were still showing water backing up in the line so I had him scope the line to ensure there would be no issues as I planned to list my home for sale due to my partner being PCS'd to North Carolina with the Army and us now relocating our family. Lo and behold, we found two pieces of collapsed main line as well as a section where the main line had essentially... disappeared and the sewage was partially draining into our front yard. He was able to clear the collapse just enough to prevent any additional back-*** in the very short term. I then called **** and requested service at my home due to the collapse and the sewage leak. However, because the water is not presently backed up, nor is there obvious sewage in the yard, they state that there is nothing they can do. Mind you, I have photographic proof of the issues with my sewer line that they will not accept. The fact that I essentially put a band-aid on a bullet wound by having the collapse partially cleared should not prevent them from doing more due diligence than having their plumber come out on May 20th, run some water, and flush my toilets to confirm there's "no issue".This is an obvious attempt to eschew their portion of our warranty agreement and I demand that they honor it.

  Business Response

  Date: 05/27/2025

  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 attempted to reach ******************************* on May 21st, May 22nd, and May 23rd to discuss the issue. Unfortunately, we have not been able to establish contact with her. We welcome ******* ******** to reach out to us to discuss their concerns.
  
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond.

• Initial Complaint

  Date:05/01/2025

  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.

  I pay for insurance which covers my sewer line through Service Line Warranties. I have ongoing issues with sewage/ f**** back up in my basement. Most recently as 3 to 4 weeks ago. This occurs ~ every 7 to 9 months due to a breach in my server pipe. Service Line simply sends out a plumber to bore out roots that breach the line causing the back *** to occur. They refuse to fix the problem. This most recent occurrence I had to hire a plumber and pay separately due to the fact that *** could not send anyone for 2 days. @ days of no shower/ washing dishes/ washing clothes or flushing toilet. We paid to have camera through line which showed the breach and the root growth. We submitted to their plumber through K ****. Was told other than clearing out the roots they would not fix the problem. Please help. Our customer ID *********, ********************** agreement *********. Coverage name external Water Line Service. Benefit amount Up to 8500 per service for covered exterior water service line emergencies. Current term coverage 08/15/2024 to 08/15/2025

  Business Response

  Date: 05/07/2025

  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 are happy to report that the issue has been resolved.
  
  In response to this complaint, a member of HomeServes Office of the President (OTP) conducted a detailed investigation of the issue and as a result, dispatched a network provider to make a repair on a section of broken sewer line. Ms. Gamm accepted this outcome.
  
  We trust this response satisfactorily resolves Ms. Gamms 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: 05/07/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:04/09/2025

  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 have paid premiums to Service Line Warranties of America to insure my outside water line for approximately a decade. Last Fall, I started having problems, as described in my letter, from the water line when, according to the plumber, rust from the severely corroded line blocked water from coming into my bathroom. Service Line Warranties refused to replace the line. A few months later, my irrigation system failed because, the technician said, there was run from corrosion of the water line. Today a plumber said my expensive faucet was blocked by rust from corrosion of the waterline. I demand that Service Line fulfill its contractual obligation and replace this corroded pipe immediately.

  Business Response

  Date: 04/17/2025

  We are in receipt of the 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.
  
  In response to this complaint, a member of HomeServes Office of the President (OTP) conducted a detailed investigation of the issue and as a result, dispatched a network service provider to inspect the issues Ms. ****** reported. Our network provider attended the home on April 15, 2025,and found no issues we would cover under the policy. They did not recommend a repair at this time.
  
  We understand this may not be the outcome Ms. ****** desired, however, we maintain that the investigation and outcome provided is fair, reasonable and consistent with the expectations of the service agreement.We appreciate you bringing this matter to our attention and giving us the opportunity to respond.

• Initial Complaint

  Date:03/28/2025

  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'm writing to express my serious dissatisfaction regarding the service I received from Service Lines of America. On March 26th, 2025, I contacted your company about a significant water leak that necessitated the water to be shut off to my residence early in the morning. I was assured that I would be contacted, but unfortunately, I received no follow-up.Despite making several calls on Wednesday, I was repeatedly put off and told I would be contacted. My residence has been without water, which is a critical issue. On Thursday, I made more calls and was again assured that I would be contacted. By Friday, my daughter took the initiative to call and discovered that the service was scheduled three weeks out. She was informed that another service provider would be contacted to address the issue on Friday, but upon calling the provider directly, she found out they were out of business. My daughter's repeated requests to speak to a supervisor have been denied.I am an 82-year-old woman with a disability who is housebound and reliant on others for care. The prospect of waiting three weeks without water is wholly unacceptable. I am seeking an explanation as to why Service Lines of America continues to take my limited funds without providing the necessary service. Additionally, this water line has been repaired under my contract with your company before, and therefore, it falls under the coverage.I would also like to know if the President of Service Lines of America treats their loved ones as they treat their customers. Your immediate attention to this matter is greatly appreciated.

  Business Response

  Date: 04/04/2025

  We are in receipt of the complaint filed by ****** **** and regret to learn of her dissatisfaction. Service Line Warranties of America (SLWA) 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 ***** Office of the President conducted a detailed investigation of the issue and as a result, called Ms. **** on April 3rd, 2025, and agreed to refund the total premiums paid into this plan year per her request. 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:03/21/2025

  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.

  I signed up with Service Line Warranties of America on 3/10/2025 (Policy #*********). My credit card was charged on 3/13. I have several times requested the ****************** document and the policy document -- both by clicking the appropriate buttons on the website and by asking for it via chat. I have still not received it, despite having waited the time I was told it would take for these emails to be sent. At this time, I need either an explanation for why this hasn't been resolved yet or I will proceed to cancel the account and dispute the charge on my credit card.

  Business Response

  Date: 03/27/2025

  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 HomeServes Office of the President conducted a detailed investigation of the issue and as a result, called Mr. ********** on March 25th, 2025, and advised that the documents had been emailed to him directly. Additionally, the agent advised that hard copies of the requested documents were being overnighted to the customer.
  
  We trust this response satisfactorily resolves Mr.Friedhofers 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: 03/28/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. That being said, I would still appreciate an explanation as to why it took a BBB complaint and a disputed charge for this simple request to be fulfilled. Personally, I will consider the matter successfully resolved only upon receipt of such explanation -- in the interest of understanding what happened and how similar situations can be avoided in the future.

  
  Regards,
  
  ****** **********

• Initial Complaint

  Date:02/07/2025

  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 have a water service line and a sewer septic service line with service lines of America. On December 7, 2024 I mailed two checks one for $20 for the waterline and one for $40 for the service line to cover a period of six months. Both checks were cashed on December 12, 2024 but neither one was credited to my account. I had a sewer line back up and when I called for service, I was told that my account was suspended because of nonpayment. I had to pay again over the phone $35 on January 11, 2025 to get service that day to get my sewer line unclogged. When I informed the representative that I mailed the checks in and they cleared, they asked me to send copies of the cancel checks. I emailed copies of-the cleared checks from the bank to the company and the supervisor on January 11, 2025. As of this day, February7, 2025, and after numerous phone calls my issue is still unsolved, One of my accounts is still suspended and service warranties of America still has two of my checks for payments that they did not credit my accounts. Every call I am told that it is still being investigated and someone will email me. I am at the point of frustration now and to take it to the next level. This company needs to do an internal audit and find out where all these payments are going. See copies of attacheded completed checks from Georgias Own credit union.

  Business Response

  Date: 02/17/2025

  We are in receipt of ******* ********* complaint and regret to learn of her 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 HomeServes Office of the President conducted a detailed investigation of the issue and, as a result, called Ms. ******* on February 7, 2025. Ms. ******* was advised that the payments would be applied to her contracts. The payments were applied to *********** accounts, and this outcome was accepted.
  
  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.