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:03/15/2024

  Type:Order 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.

  Charged 3 times and paid each time for our interior water contract for the year of $103.08 each time. The company then said that they did not receive the money and canceled our contract. My husbands Bank account shows them receiving the money three times in December, January, and February. I have called them and sent emails to them and they will not resolve this issue. I would like the contract reinstated, and a refund for two of the payments. Thank you.

  Business Response

  Date: 03/22/2024

  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 03/22/24 and
  advised that HomeServe had issued a refund for the additional charges and
  reinstated her interior plumbing and drainage plan *** ***** 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
  *** ***** to reach out to us with any further concerns.

• Initial Complaint

  Date:03/14/2024

  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.

  [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,
  
  
  
  ******* ******d to lapse on 3/22/24 for non-payment.

  Business Response

  Date: 03/29/2024

  We are in receipt of
  the complaint filed by ******* ****** and regret to learn of his
  dissatisfaction. Service Line Warranties of America 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 Service Line Warranties of America’s Office of the
  President conducted a detailed investigation of the issue and as a result,
  called *** ****** on March 25, 2024 and advised we have corrected this issue.
  His two quarterly payments made on 2/12/2024 and 3/13/2024 of $16.98 and
  $18.48, have been correctly applied to his Exterior Water Service Line policy.
  We have restored his policy to active status with no current or previous lapses
  in coverage. *** ****** 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 *** ****** to reach out to us with any further concerns.

• Initial Complaint

  Date:03/02/2024

  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.

  DOUBLE BILLING AND ERRONEOUS CHARGES
  
  
  
  I have a home warranty account with Service Line Warranties of America also known as HomeServe USA. I was doubled billed in December of 2023. My bill was supposed to be $14.00 but I was charged $28.00. I should be charged $8.00 for the sewer line and $6.00 for the water line with the amount totaling $14.00. They took out $14.00 on 12/21/2023 and another $14.00 on 12/22/2023. I brought this to their attention, and they told me that they would refund $14.00 back to my checking account. I have made over ten requests to resolve this matter and I still have not received a refund. While waiting for a refund of $14.00 for extra payment taken out of my account in December 2023. I made a payment on Jan 17, 2024 of $14.00 over the phone. However, they said the payment didn’t go through and told me that I now owe $28.00 for the month of January and February of 2024. I made a payment of $28.00 on Feb 13, 2024, for the months of January and February. Now, I have been double billed erroneous charges for the months of January, February and March. Please see breakdown of charges below:
  
  02/21/2024 $8.00
  02/23/2024 $8.00
  03/04/2024 $12.00 Pending
  03/04/2024 $16.00 Pending
  03/04/2024 $8.00 Pending
  03/04/2024 $6.00 Pending
  =$58.00 - $14.00 for March = $44.00
  __________________________________
  
  So, $44.00 plus the $14.00 refund for December 2023, is $58.00. I only owed $28.00 for January and February 2024. My bill date was originally on the 20th of the month. However, since they told me to switch from paper to automatic payment, my bill date will be on the 15th of the month. I've already paid $14.00 on March 4, 2024, and now I am afraid that they will double bill me for March 15th also. This is unprofessional and shady. I am tired of being lied to about my refund and them taking out more money than is required. So $58.00 - $28.00 is $30.00. I want my refund of $30.00.

  Business Response

  Date: 03/11/2024

  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 are pleased to report that we have resolved this
  issue.  
  
  In response to this complaint a member of SLWA’s
  Office of the President (“OTP”) spoke with *** ******** on March 8, 2024, and informed her that based on our findings, the refunds have
  been processed and should be clearing in her account.  The OTP member provided their direct contact
  details for any future concerns. We asked that she allow up to two weeks for
  the funds to post back to her account. *** ******** accepted this outcome.
  
  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:02/21/2024

  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.

  [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,
  
  
  
  ***** *****ound. They do not allow you to speak to the accounting department or a supervisor until the customer has lost all patience.

  Business Response

  Date: 02/28/2024

  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 SLWA’s Office
  of the President conducted a detailed investigation of the issue and as a
  result, contacted *** ***** on February 28, 2024, and confirmed her refund had
  been processed to her bank account. 
  
  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:02/06/2024

  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.

  [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,
  
  
  
  *** *******

  Business Response

  Date: 02/16/2024

  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 SLWA’s Office of the President conducted a detailed investigation
  of the issue and as a result, contacted *** ******* on February 8th,
  2024, and confirmed with him that his policy payments show processed as of
  February 6th, 2024, and that his policies were up to date. *** ******* accepted this resolution.
  
  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:02/06/2024

  Type:Sales and Advertising 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.

  [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,
  
  
  
  ***** *****

  Business Response

  Date: 02/09/2024

  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 complaints seriously and
  are happy to report that the issue is resolved.
  
  Although, *** ***** is not currently a customer of SLWA, we
  thank him for taking the time to provide feedback on the Gold Beach program.
  Gold Beach, based in Oregon has partnered with SLWA to offer a suite of
  optional service plans that cover repairs to a variety of home systems. The
  service plans are designed to protect homeowners from the inconvenience and
  unexpected expenses created when one of these systems fails. This program is
  one that Gold Beach supports fully and is entirely optional. Customers are not
  required to purchase any of the plans. *** ***** confirmed via email on
  February 7, 2024, that the city endorses this partnership.
  
  We appreciate you bringing this matter to our attention and
  giving us the opportunity to respond, and welcome *** ***** to reach out to us
  with any further concerns. 

• Initial Complaint

  Date:01/30/2024

  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.

  I have coverage for the exterior and interior water line in my home. $69 and $120. In Dec. 2023 I was charged once for the $69 and TWICE for the $120. I've called FOUR times in the last month asking for a refund of the second $120 charge. Everytime I'm told that it will be credited to my account within 72 hours. A week later, no refund. So I call back and am told the same thing. Today, 1/30/2024, I called and canceled both my coverage and asked for a refund. I was told that I would get a prorated amount for the $69 plan- ok acceptable. BUT because they still had not processed the double charge for the $120, their system would not allow the lady "Ora" to process the cancelation of the $120 plan. UNACCEPTABLE. If you all cannot process refund of a double charge, HOW can you handle the issue of a problem with my waterline? Cancel my plans and refund me for the $69, and both $120 charges immediately. Bad business.

  Business Response

  Date: 02/06/2024

  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 working
  with *** ****** to resolve the issue to her satisfaction.
  
  In response to this complaint a
  member of HomeServe’s Office of the President contacted *** ****** on February
  6, 2024, and the customer confirmed she has received two of the three refunds.
  The member advised they would work on getting the final refund processed and
  keep the customer up to date. *** ****** accepted this outcome.
  
  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 as we work to process the final refund.

• Initial Complaint

  Date:01/29/2024

  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.

  In Jan 2023 I renewed the annual warranty by sending a check. Though I mailed it immediately upon receiving a "due" notice, I received second notice which was dated after my check had cleared. I called and chastised the company advising they should not be sending out past due notices so soon after a former notice, that clients should be given adequate time to make payments. The representative suggested setting up autopay so that this would no longer happen, which I did.
  
  In December 2023, I received a notice from the company advising me that my annual payment(s) was/were due(1 for water line; another for sewer line). Forgetting that I'd set up autopay, I immediately mailed a check (12/26/23). I received a second notice in January which I ignored (recalling the companies propensity to mail notices even after payment received) which I ignored. A third notice was received shortly thereafter. I checked my bank statement and noticed that the check had not been cashed, despite having been mailed a month before.
  
  On Jan 22, called company and spoke to Trevor who said he showed autopay went thru, but wasn't "posted" yet, so computer hadn't been updated to reflect our account being paid. Apparently they have two systems that must not talk to each other. I asked what would happen to my check and he thought(?) it would be thrown away ("probably").
  
  Uncomfortable with his answers I asked to speak to a manager. Was told no one available but I'd get a callback. I asked how long that would take and he stated 48-72 hours. It is now one week later and I have yet to receive a callback. I need to now why my payment hasn't been posted, what is going to happen to my check and why I would receive notices if my account was setup for direct deposit. Communication with this firm is horrendous.

  Business Response

  Date: 02/08/2024

  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 the escalation is resolved.
  
  In response
  to this complaint, a member of HomeServe’s Office of President team (“OTP”)
  conducted a detailed investigation of the issue and contacted *** ******* on February
  1, 2024. The OTP member assured *** ********* that her payment was received and
  processed after all three payment renewal notices had been mailed and
  apologized for any confusion caused. An email update was also provided by the
  OTP member, to *** ******* on February 5, 2024, confirming the removal of
  automatic renewal of her plans. *** ******* accepted the 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 *** ******* to reach out to us with any
  further concerns.

• Initial Complaint

  Date:01/25/2024

  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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and am marking this resolved.

  For any potential customers reading these complaints:
  
  I filed my complaint on Wed 1/24. I was contacted by someone from the office of the president on Thurs 1/25. SLWA approved the work 13 days later on Wed 2/7. The repair is scheduled for Thurs 2/15, which will mark 25 days from my initial call to SLWA and 3 full weeks since filing my complaint.
  
  Once the office of the president gets involved they act like you’re getting special treatment. In reality, it took 25 days and hours on the phone to get them to honor their service agreement and nothing more.

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

  vered by the service agreement. After hours on the phone on Mon 1/22 I eventually speak to a supervisor who agrees that SLWOA will cover the cost of the camera and they'll have it done on Tues 1/23. I ask her to email me so I'll have it writing but she refuses. She says calls are recorded and she'll put it in the notes. On Tues morning, a SLWOA rep calls me to tell me they won't cover the camera after all. I say to look at the note the supervisor left and she says there's nothing in there saying SLWOA will pay for it. So I pay the $360 for the camera and their plumber verifies everything I initially reported. The supervisor calls me that evening and says they will reimburse me. I tell her how upset I am since I shouldn't have had to pay in the first place. She says someone from the "office of the president" will call me within 24 hours. This doesn't happen either. It's now been more than 80 hours since I first called and the job of replacing my sewer line isn't even scheduled.

  Business Response

  Date: 02/02/2024

  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 *** ***** to resolve the
  issue to his satisfaction.
  
  In response to this complaint,
  a member of SLWA’s Office of the President completed a thorough review of *** ******* concerns, and as a result dispatched a trusted network provider to
  inspect his exterior sewer line on February 1, 2024. We have obtained the
  results of that inspection and await an estimate for the needed repair from our
  service provider. SLWA is committed to providing *** ***** with covered repairs
  up to his benefit limit, consistent with the terms and conditions of his
  service agreement. We will remain in contact with *** ***** until a resolution
  has been reached.  
  
  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:01/23/2024

  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 bought 3 services through this company: slab leak, outdoor leak, and the line going from the street to my home.
  
  I recently had a slab leak. I could tell it was a simple leak. Service Line Warranties sent out a plumber from their system. This plumber stated I needed 7 water lines re-routed in through my attic. They had a long list of all sorts of things wrong with my home. The plumber stated that I should bypass Service Line, file with my home owners insurance, and use his restoration company.
  
  I called a local plumber for a second opinion. This company did a much more thorough inspection and stated I had one leak and needed one water line re-routed. They also stated anyone who told me differently was scamming me.
  
  I contacted Service Line and asked for a second opinion. No contact back from them. Called again. Told they would reprocess and reach out about the second opinion. Called again. They are confused about why I’m calling. Every time I call I talk to a different person with a completely different response from each one.
  
  I have been without water for two weeks. I really, really need water. I could have paid the honest company a week ago and had this repaired. But Service Line continues to be slow, inefficient, and confused. I am requesting a cash out so I can repair my leak.

  Business Response

  Date: 02/02/2024

  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 pleased to
  report that this matter has been resolved.
  
  In response to this complaint,
  a member of SLWA’s Office of the President completed a thorough review of *** ********** concerns and as a result, called *** ******** on February 2, 2024,
  and offered to reimburse her for the covered repairs completed by the service
  provider she hired. *** ******** accepted this outcome.
  
  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.