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:01/19/2024

  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 have two policies with this company for almost seven years and always pay my bill on-time for each policy every quarter on-line. Last month, something was wrong with their website and would not allow me to pay on-line. I called customer service and they took my payment over the phone because they stated they were updating their website. My payment never came out of my bank account and it never posted to my policy account. Two weeks later, after attempting multiple times to make a payment to my account with no success, I called customer service again and they stated the same thing about changing their website and took a payment again. Well, it never came out of my bank account and never posted to my policy account. I emailed the customer support team. They told me the issue was fixed and they could process my payment for me. To no surprise, it has not come out of my account either and has not posted to either policy. I have made multiple attempts to pay the invoices for both of my policies and their system will not take my payment. Now I am getting notices that if I don't make a payment soon, my policies will cancel. This is what I have been trying to avoid. Are they doing this on purpose so my policy will cancel so then they don't have to pay if my external water line or sewer line breaks? I have been paying on these policies for close to seven years. All I want to do is pay my bills due online without the issues I have been dealing with. Any help would deeply be appreciated. I have tried unsuccessfully to pay my policies online probably close to 60 times. I have screen shots and emails.

  Business Response

  Date: 01/27/2024

  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 working with *** ******* to resolve the issue to his satisfaction.
  
  In response to this complaint a
  member of SLWA’s Office of the President contacted *** *******
  on January 24th, 2024. The member advised we are currently
  investigating his payment issue and are working to resolve the matter to ensure
  all payments are being reflected. The member assured *** ******* that we would
  update him with any new information received and he 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
  questions, at any point.

• Initial Complaint

  Date:01/12/2024

  Type:Product 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.

  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,
  
  
  ******* ******nk you for working with me.
  ******* ****** 

  Business Response

  Date: 01/20/2024

  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 working with *** ****** to resolve the
  issue to her satisfaction.
  
  A member of SLWA’s Office of
  the President team (“OTP”) identified delays in processing *** ******** *efund
  and are continuing to work with internal departments to expedite these funds and
  ensure the issue is fully resolved to *** *******s satisfaction.
  
  We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond.  We thank *** ****** *or her patience and look forward to continuing to work with her to a
  mutual resolution.

• Initial Complaint

  Date:01/11/2024

  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.

  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.
  
  
  As of 9:42 CDT on 1/22/24, I have not received a refund to my credit card. I have had contact with the company, and was promised a prompt refund in writing on 1/17. This erroneous charge occurred on 12/29.  I have been promised a prompt refund from their customer service reps starting in early Jan. This delay is very suspicious.  

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

  Business Response

  Date: 01/22/2024

  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 working with *** ******* to resolve the issue to his
  satisfaction.
  
  We have identified and
  corrected the billing error that occurred and have expedited the refund to *** ******** *** ******* refund will be applied to his credit card.
  
  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: 01/25/2024

  
  **** ******* ***************************>
  2:22 PM (6 minutes ago)
  to me
  
  This has been resolved to my satisfaction. My credit card has been refunded for the erroneous charge  I appreciate your efforts. 
  
  Thanks!
  
  **** ******* 

• Initial Complaint

  Date:01/01/2024

  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 took out a warranty with what I believed to be a company called Home Serve USA the payment was
  Automatically draft from credit card until November then in December the
  Company called service line warranty of America took two payments in the
  Same day each tota of $11.71 I called the company and was told they had
  Changed company and put in a new system that both Nov and Dec payments were taken i also thought maybe that might actually be true
  And enrolled in another warranty for
  My septic lines which I was told would be $7.74 but on Dec 30
  The home serve USA drafted 7.73 and
  On Dec 31 another payment to home
  Serve USA of 7.84 was taken
  Also on Dec 31 a payment of
  11.71 and Jan1 another payment of
  11.71 was taken by service line warranty I can’t get anywhere with this company and why I am being charged 4 times in one month is beyond anything I can begin to understand and why I am paying the
  Other company two different payments for the same service and
  Two payments for the same
  Month is not what I was told by rep
  The price should be 7.73 not both
  7.73 and 7.84 and only come off the card once month not 2,and three or four times assistance would be appreciated

  Business Response

  Date: 01/10/2024

  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. We
  are committed to ongoing communication with *** ****** to resolve this issue
  completely.
  
  In response
  to this complaint, a member of HomeServe’s Office of the President thoroughly
  reviewed the situation and contacted *** ****** on January 3, 2024, to
  apologize for any inconvenience caused regarding billing and refund issues, for
  both her Water Service Line and Sewer Septic Line coverages. The representative
  informed *** ****** that she was coordinating with our internal Refund team to
  ascertain the amounts and timing of the refunds due. 

  We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond.  

• Initial Complaint

  Date:12/31/2023

  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.

  [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: 01/08/2024

  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 HomeServe’s Office of the President (“OTP”) conducted a detailed
  investigation of the issue and as a result, called *** **** on January 2, 2024,
  and provided him with copies of his Terms and Conditions via email.  *** **** 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:12/31/2023

  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.

  On 11/24/2023 I noticed that this business made two separate withdrawals from my account of $111.00 each for a total of $222.00. I waited a couple of days, as sometimes one will drop of the records, however it never did. I have made approximately 5 calls to the company since. 1st call, they recognized that it was a duplicate charge and that I should see a reimbursement within a week. Each week I do not see the refund of the duplicate charge and call. I am told there is something going on with their new billing system, and that my information will get pushed to the right department, then on the last call pushed to the supervisor. Was told it should take about 3 days, and that call was on 12/26/2023 and still no reimbursement. It has been over a month and that amount will be able to buy groceries for the month. I asked them on the last call, what is the next step if I don't see the reimbursement, and was told that I could issue a complaint. Therefore, I am sending one here, and will also call on Tuesday 1/2/2024 and issue a complaint also. I wanted to send one here, just incase there are others and is becoming a bigger issue with this company than I may know. Thank you for your assistance!

  Business Response

  Date: 01/12/2024

  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 conducted a detailed investigation and
  as a result, called *** ****** on January 3, 2024, and apologized for the
  inconvenience and delayed refund.  We
  continue to work with *** ****** toward a resolution and will remain in contact
  with him until the issue is resolved.
  
  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:12/26/2023

  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 sent Service Line Warranties a check on 11/17/2023 for $66.96 for ONE YEAR of service, (The beg letter has City of Las Vegas logo on it, too.) Today I got my checking account statement and there were TWO ACH deductions for $66.96 from Homeserve USA. (I've been dealing with a bunch of nonsense from my home alarm company for over 3 years...I assumed it was related.

  Business Response

  Date: 01/03/2024

  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 “(OTP)” contacted *** ******* on
  December 28th, 2023. The member confirmed the refund had been
  submitted and to allow 7-10 business days for receipt. *** ******* 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:11/30/2023

  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.

  [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.  I was really impressed how Ms ******* took the issue and made it right. I will continue to use their services. 
  
  
  
  Regards,
  
  
  
  **** *******

  Business Response

  Date: 12/14/2023

  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 *** ******* on December 11,
  2023, and offered full reimbursement of his out-of-pocket expenses.  *** ******* accepted this outcome and
  confirmed his satisfaction.
  
  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:11/23/2023

  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 August of 2023, based on the recommendation of Truckee Meadows Water, I purchased an insurance policy for the water line leading from the street to my home from Service Line Warranties. The company promised to cover all costs up to $8500 for repair of this line and, according to their written statement, they would deal with "unexpected emergency" in a "prompt, reliable" way. That is the opposite of the truth.
  
  On Tuesday November 21, 2023, I called them because the insured water line broke and water flowed into the street. I called upwards of 10 times over the next couple of days and got only promises, run-arounds, more phone menu purgatory and no help. Finally, on November 23, the flow had more than doubled and is best described as a gusher into the street. No help at all from Service Line Warranties. Truckee Meadows Water, who came out twice and whom I called repeatedly claimed this company they had recommended was not a scam. They assured me that the gusher came from the insured line, and that the insurance would arrange and pay for the repair. I stopped beating my head against the wall, as I realized that somebody would be liable for slip and fall or car accidents.
  
  I called Jet Plumbing who sent an emergency crew at $360/hour.
  
  Avoid Service Line Warranties. They are a scam. They are cheap and worth nothing. Before I bought into the scam, I compared State Farm's cost for the same insurance with lower limits. The quoted price was higher. That would have been by far the less expensive option.
  
  Truckee Meadows must stop promoting this scam of a company.

  Business Response

  Date: 12/01/2023

  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 team (“OTP”) conducted a detailed
  investigation of the issue and as a result contacted *** ****** on November 24,
  2023. As a courtesy, *** ****** was provided reimbursement for her
  out-of-pocket expenses related to a temporary repair on the Water Service Line.
  Additionally, our network service provider will be replacing *** ******’s water
  service line due to the entire line being in poor condition. *** ******
  accepted the 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:11/07/2023

  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.

  [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,
  
  
  
  ****** ********well as the cash for the permanent repair...$5-7000.00 Then they will consider reimbusing me. By the first week in Nov, the permanent repairs had been authorized, nad direct billg as well. However, the $350.00 bill is still being denied. We are going on 6 weeks with no potable water in the house. (BTW, cannot sell the house in that condition.)The permanent repairs were scheduled for the 20th, however, I am not going to miss my g'daughters wedding...so more delays....not the fault of the contractor. At this point in time, I am debating on whether to pay the $350.00 with 96 hours net terms (Monday next, no reimbursement, will institute legal action against SWLA), or continue to fight with them over the phone. We have been paying these premiums for 4 years now...Not worth the hassle.

  Business Response

  Date: 11/13/2023

  We are in receipt of the
  complaint filed by **** *** ****** ********, 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 take customer complaints seriously and are happy to
  report that the issue has been 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, called *** *** **** ******** on October 31st,
  2023, and advised the repair had been approved. The customer was also approved
  for reimbursement of an out-of-pocket expense on a temporary line. *** *** **** ******** 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.