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:01/31/2025

  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.

  Company changed me to paperless billing without my consent. Company changed me to monthly automatic payments without my consent. Company website shows I have a balance when I do not. Company website will not allow me to enter the correct amount to pay. Requests to speak with management have been refused most recently today. A second call today resulted in being placed on hold for 16 minutes then transferred to a satisfaction survey, My contract is for $6.83 to be paid monthly.

  Business Response

  Date: 02/07/2025

  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. We take customer complaints seriously and are happy to report that the issue is resolved.
  
  In response to the complaint, a representative from HomeServe's Office of the President conducted a thorough investigation into the issue. On February 5, 2025, they called Mr. ***** to provide clarification about his payment options, the payment due date, and the status of his account. Mr. ***** accepted this resolution.
  
  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.

   

  Thank you, 

  Customer Answer

  Date: 02/07/2025

  [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:01/25/2025

  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.

  Waiting 9 days for my plumbing to be fixed. I made the call on 1/16/25. They hired True Plumbing and Drain Cleaning. Scoping the line showed a caved in pipe that they couldn't fix as insurance denied the claim. When an agent called they said that our waterproofing company was responsible. They jackhammered the concrete up in our basement to prove that it was not them. I called insurance back who said they never said it was the waterproofing company's fault. So now the concrete in my basement is destroyedAND my plumbing is still not fixed.Then they changed the rejection reason to: foreign objects in the line due to rocks. Our outside pipe caved in of course there is going to be rocks and dirt and possibly **** this is what exists next to the pipe that deep down. Called insurance again and this person spoke to their supervisor and then they changed the reason again to say we havent had the policy long enough to make a claim. I pulled out my policy with the start date and it showed that wasn't the case. Then they approved the claim and said theyd call the first ******* to come repair the pipe.I call back again and now they said the first ******* can't fix it and I asked if they could try a new *******.They said yes and that a new ticket was created. 2 days later I still haven't heard from a *******.I called 6 times asking and the people who answer just say we are waiting on a ******* to accept the job. They sent my ticket to the "escalation team" for the second *******'s been 2 days and I still have not heard *********** family has no water usage without our sewage ********** ********** ********** flushing the ********* entire home smells of sewage. Its unacceptable to go this long without you fixing the problem.Our home is unlivable. I called back again today and learned the people who first answer the phone cant transfer to a supervisor or manager. So now I'm here hoping for a solution so we can go back to a liveable home.

  Business Response

  Date: 02/06/2025

  We are in receipt of Sklyer ********** 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 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 January 27, 2025 and provided the customer with an explanation about his ********************** job.  Mr. ******** accepted this outcome.
  
  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.

  Thank you

  Customer Answer

  Date: 02/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

   
  Our issue is not resolved. Home serve provided 1 and then 2 reasons our claim was denied. After resolving 2 reasons a 3rd was given. After getting past 3 reasons home serve said they would send out a 3rd ******** Instead home serve sent the same 2nd ******* to scope the full sewer line. This 2nd ******* never came to our home again. Instead he sent a picture and video already taken when he first gave a quote for the repair needing made. This was a 5 second video of a small part of sewer line rather than the full line home serve said they wanted video of. The master ******* used this to determine a 4th reason to deny the claim. We told home serve there is an evident bias by this ******* to deny the claim. **** from the ***************** said that the first 3 reasons given were wrong reasons but this 4th reason was correct. But would home serve have called me back to approve the claim if I hadnt fought the first 3 reasons. Unlikely. I then asked **** if we got past the 4th rejection reason-not having a fernco fitting on the pipe-if our claim would be approved and **** said that the case would be reopened for evaluation. So I then asked if we could get any and all reasons for a rejection and **** said they would not provide any other reason at this time. An unbiased party/******* can clearly see that this master ******* is mistaking the fernco fitting for the foundation of the home. We are forced to have this issue resolved by paying a ******* to fix the sewer line as we do not having access to plumbing inside our home. We will ask this ******* to take a picture to disprove the rejection and seek reimbursement for the full cost of the repair. Home serve also took over two weeks before giving us the 4th fernco rejection which clearly shows Home serve made no attempt at a swift or reasonably timed resolution. 
  Regards,
  
  ******* ********

  Business Response

  Date: 02/10/2025

  
  We are in receipt of Sklyer ********** 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 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 January 27, 2025 and provided the customer with an explanation about his ********************** job and alternative options.  Mr.******** accepted this outcome.
  
  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: 02/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Id like to point out that Home serve clearly didnt read my response from last time as they sent the exact same note in response

  
  Our issue is not resolved. Home serve provided 1 and then 2 reasons our claim was denied. After resolving 2 reasons a 3rd was given. After getting past 3 reasons home serve said they would send out a 3rd ******** Instead home serve sent the same 2nd ******* to scope the full sewer line. This 2nd ******* never came to our home again. Instead he sent a picture and video already taken when he first gave a quote for the repair needing made. This was a 5 second video of a small part of sewer line rather than the full line home serve said they wanted video of. The master ******* used this to determine a 4th reason to deny the claim. We told home serve there is an evident bias by this ******* to deny the claim. **** from the ***************** said that the first 3 reasons given were wrong reasons but this 4th reason was correct. But would home serve have called me back to approve the claim if I hadnt fought the first 3 reasons. Unlikely. I then asked **** if we got past the 4th rejection reason-not having a fernco fitting on the pipe-if our claim would be approved and **** said that the case would be reopened for evaluation. So I then asked if we could get any and all reasons for a rejection and **** said they would not provide any other reason at this time. An unbiased party/******* can clearly see that this master ******* is mistaking the fernco fitting for the foundation of the home. We are forced to have this issue resolved by paying a ******* to fix the sewer line as we do not having access to plumbing inside our home. We will ask this ******* to take a picture to disprove the rejection and seek reimbursement for the full cost of the repair. Home serve also took over two weeks before giving us the 4th fernco rejection which clearly shows Home serve made no attempt at a swift or reasonably timed resolution. 

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

  Customer Answer

  Date: 03/19/2025

  Im looking to reopen this BBB case requested reimbursement for work the warranty should have covered. 
  
  The request was initially denied based on the photo shown below as the master plumber from the insurance company said we were missing a fernco fitting 

  We paid a certified plumber to make a repair and he sent us photos showing the job was completed using the proper fitting even though its not the ****** brand which is what the insurance company said wasnt there. This may be seen in the two photos below.

  The final photo below is the bill we have paid for the sewer line outside the home to be repaired per the certified plumber. 

  We look forward to this being resolved by seeking a full reimbursement of the $3989 paid. 
  
  Thanks in advance,
  ******* and ****** ********

  Business Response

  Date: 03/20/2025

  We are in receipt of the complaint filed by ****** ******** and regret to learn of Mr. ********** 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 conducted a detailed investigation of the issue and concluded that.  HomeServes position has not changed in the matter. 

  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, 

• Initial Complaint

  Date:01/21/2025

  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.

  Ive paid insurance for over a year and a half and when I had a problem. The company told me to wait three weeks for the soonest appointment.I have three little kids and I could not stay without running water in my house. I ended up fixing it myself and paid $6000

  Business Response

  Date: 01/31/2025

  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. 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 January *******, and offered to review the water line repair invoice for potential reimbursement. We are awaiting the necessary documentation for review and will continue working with Mr. ******* on a mutual resolution.
  
  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 ********** to reach out to us with any further concerns.

• Initial Complaint

  Date:01/21/2025

  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.

  This company, on December 31, 2024 charged my credit card for $64.00. I did not have an outstanding balance due, nor had I given permission for any auto-pay. I called the company on January 2, 2025 to dispute the charge. I requested an immediate refund to my card. I also requested a call from a supervisor. As of today, January 21, 2025 there has been no resolution. I made additional calls on January 14 and 21, 2025. The company in essence stole my money since I had no outstanding balance due at the time of the withdrawal. I simply want my money back.

  Business Response

  Date: 01/23/2025

  We are in receipt of ******** Woolridges 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 January 22, 2025, and confirmed that the overpayment was refunded, and Ms. ********* was satisfied with the outcome.  

• Initial Complaint

  Date:12/11/2024

  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.

  Renewed my Service Line Warranty with this company and mailed my check and paperwork to them in the envelope they provided, to ************************* ************************************* on November 11, 2024, Ck #**** $59.88 - ******* shows they cashed my check and it cleared on 11/27/2024, yet they still keep sending me bills telling me my payment needs to be made for renewal. They pulled this same c*** the 1st time I paid them and purchased this warranty. Are they a legitimate company, or a scamming company? They need to get their c*** together and send me the paperwork showing I am all paid up for another year! ********* - *********

  Business Response

  Date: 12/16/2024

  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 December 12, 2024.  As the customer disconnected the call, an email was sent confirming that her renewal was completed, and a request for a callback was made to ensure she was satisfied.  She responded refusing to speak with HomeServe.
  
  We trust this response satisfactorily resolves Ms. ********** concerns. We appreciate you bringing this matter to our attention and allowing us to respond.  We welcome ******** ******** to reach out to us with any further concerns.

  Customer Answer

  Date: 12/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  It just amazes me how many companies and people that work at these companies tell so many lies, but hopefully starting in January 2025 they will no longer be able to do that. I received an email from some character at this business stating that they did receive my payment, but never addressing WHY several weeks after they not only received it, but they cashed the check, they continued to send me bill and bill after **** stating they have never received my payment. These people are NUTS! I merely responded asking this character to respond to my complaint through the BBB. NEVER did I hang up, disconnect a call, etc. whatever lies this character put in its response. ***! I can' wait for the old administration to get the h*** out of **********, the ones that allow this type of behavior, and the new administration comes in. It cannot happen soon enough!!!! Stop lying and start telling the truth!
  

   

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

• Initial Complaint

  Date:11/26/2024

  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.

  6/23, Letter offered Service Line Warranties of America. Cost $4.72 outside, $6.52 outside sewer $9.49 inside plumbing. 6/23, auto monthly charge. 6/24 increase to $5.25, $7.25, and $9.49. 09/23/24, received 2 notices from City of ******, for higher water usage. Stated look for leak. 10/18/24, Contacted Warranty Service, Zya about double billed and letters from city. To send to check out. 10/28/24, Recontacted, *******, order had expired, order canceled. Created new order.10/29/24, *******, Oregon Environment Service to schedule.11/4/24, Two people came late, dark. Checked one sink, for clog, under house, street meter for leaks. Couldn't tell if leak, they would contact **************** for equipment to detect poss leaks, even in grass. Should hear ***** hours. 11/13/2024, NO Call. I called, ******** about canceling Warranty, asking for full refund, considering, NO FOLLOW THROUGH. Encouraged, one more try, assured serviced to my satisfaction. Would document everything, including my dissatisfaction. Would contact management. 11/13/2024, **** called, I spoke to ****** she stated no notes about call in the system, she would reach out to Oregon Environment Service to call me. At 1156, ***** called, stated two people came out, no issues. I told her, they stated needed leak detection equipment. She lied to me, stated someone came out the next day, no leaks and wouldn't cover cost anyways. I was home all day, hoses off faucets for winter, no test performed, no one came to door. Have security cameras. She said, someone to contact me back. Person that came on 11/04, called, told me no one ever came out the second time. He'd been told, if they found the meter working, it cost too much to send a team with equipment out. He said, would see about getting someone back out. 11/18/2024, Attempted contact ********. Spoke with ***, she spoke to her supervisor. I was told supervisor guaranteed me he would reach ******** to contact me. 11/25/2024, NO RETURN CALLS

  Business Response

  Date: 12/05/2024

  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, contacted Ms. ****** on December 2nd, 2024 and agreed to refund all premiums paid into the plans. Additionally, the member agreed to pay an additional amount that Ms. ****** could apply to hiring her own leak detector.  Ms. ****** accepted this outcome.

  We trust this response satisfactorily resolves Ms. ******* concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We welcome Ms. ************ to reach out to us with any further concerns.

  Customer Answer

  Date: 12/06/2024

  [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. To include full refund, plus addition fees charged in excess of monthly amount and the additional funds to be added so I can proceed with other avenues in determining leak detection. 
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:11/25/2024

  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 the morning of OCT 19 2024 our finished basement was flooded due to a backup sewer line. In a panic we contacted ***************** and they came and opened up the line. I contacted service line warranties about the issue and they asked that i send proof of payment, explanation and photos. It has been over a month and when contacting Sewer Line Warranties for a update they asked for the same documents all over again. I have been through this 3 times. I have the e-mail paper trail as well as all the photos. I tried to upload all the information but it is greater than 5MB. I have been a customer for several years and this is the first time I have made a claim. Also, the technician informed me that part of the sewer line needs replacement from the house going to the street. They refuse to address this until I have a backup again and it floods the finished basement. I can provide more proof if required.

  Business Response

  Date: 12/06/2024

  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 November 27th, 2024, and advised the reimbursement has been approved and is awaiting processing. 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: 12/06/2024

  [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:11/21/2024

  Type:Customer Service 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.

  Unable to remove household from mass mailings. Called number and was asked to create a profile. The service is predatory and uses official city letterhead. This is a SCAM.

  Business Response

  Date: 11/25/2024

  We are in receipt of the complaint filed by ******* ******* and regret to learn of his 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 Mr. ******* on November 22, 2024, and processed the marketing opt-out request.  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. 

• Initial Complaint

  Date:10/09/2024

  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 paid Service Line Warranties of America $69 for an annual water line insurance last year and renewed a month or two ago as well. I filed a claim around August of 2023 with them for a water leak at my house located at ********************************************************************* several months ago. The water leak was fixed but the concrete still has yet to be filled in and I have called many times to get that done which is covered by that insurance. I keep getting told either that the concrete complaint has no been given approval by Service Line Warranties or that the concrete company has not submitted a bid to Service Line Warranties. Last Monday on Sept 30th. I called again and was told approval was being done on my claim. It is now Oct ****** and still nothing has been done and no contact to me about my repair still pending. I need help[ to get my concrete repair done which is covered by that warranty. I had told them last time that if i keep getting put off I would file a complaint with The Better Business Bureau.

  Business Response

  Date: 10/17/2024

  We are in receipt of the complaint filed by ****** ****** and regret to learn of his 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 working with Mr. ****** to resolve the issue to his satisfaction.
  

  A member of ***** Office of the President team has conducted a detailed investigation and reached out to Mr. ****** on October *******. The *** member ensured approval for the restoration was completed and has arranged for a service provider to contact Mr. ****** to arrange an appointment to complete this work.
  

  We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We look forward to continuing to work with Mr. ****** to reach a final resolution on this matter.

• Initial Complaint

  Date:09/04/2024

  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 had sewer line backups and the pipe had 3 holes in it and no flap. Called them 6 times and they said they will get a hold of a plumber out right a way. We have been paying into them since 2016. We never heard from the plumber or this company. We had to get it done and when we got a certified plumber they said he was out of network and they will not cover it. We tried calling their plumber but the phone was disconnected. What a way to run a company and sad how they treat seniors.

  Business Response

  Date: 09/12/2024

  We are in receipt of
  the complaint filed by *** ********** and regret to learn of his dissatisfaction.
  SLWA - 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 working with *** ********** to resolve the issue to his satisfaction.
  
  A member of
  HomeServe’s Office of the President (“OTP”) is investigating this matter
  thoroughly and working diligently to provide *** ********** with the necessary answers to his request for reimbursement.
  We anticipate a detailed explanation in the next week.
  
  We appreciate you
  bringing this matter to our attention and giving us the opportunity to respond.
  We look forward to reaching a mutual resolution with *** ***********

  Customer Answer

  Date: 09/15/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  *** **********

  I am working with them and I agree that there will hopefully be a resolution next week. So far they have been responsive to my complaint. 

  Customer Answer

  Date: 10/07/2024

  *** and *** ****** **** <*********************>
  Sat, Oct 5, 7:02 PM (2 days ago)
  to me
  
  I am sending this email to let you know that I have resolved my complaint with Home Serve. They took care of our issues in a very equitable manner. I wish to say that I have been satisfied by what they did for us. Very good customer ********************** with the Pennsylvania office.
  

  Thank You,
  *** **********