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:03/13/2023

  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.

  On 3/9/2023 I electronically received my Columbia Gas Bill. It included Homeserve's renewal charges for water, gas, and sewer/septic lines. The prices were DOUBLE. No advance notice. No explanation. Just pay the double amount in 14 days. The bill due on 3/22/2023. When someone is on a limited income and expenses are budgeted, that is not possible. I called the phone number provided. The rep's only answer was call "Columbia Service Partners". He did not have a phone number for them. I called Columbia Gas for their thoughts. Their rep said she would escalate the matter which according to her meant they would contact Homeserve about my complaint. She confirmed the call was improperly handled and perhaps if I called back I would get a rep who knew what they were doing. My desired resolution is: (1) Advance notice of increases, (2) Explanation of increases...not the canned "there were more calls than normal in the area" or "labor costs". Yes, I could drop the service. Why should I drop service due to unprofessional business practices and a "you want it, you get what we give you" attitude?

  Business Response

  Date: 03/17/2023

  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 (“OTP”) conducted a detailed
  investigation of the issue and as a result, called *** ******* on March 15,
  2023. The OTP member provided an explanation to the price increase and
  apologized for the delayed notice of the renewal price and payment date. *** ******* confirmed that she would retain the coverages, and preferred to remain
  on annual renewal.
  
  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:02/07/2023

  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.

  Our basement backed up with sewage on 12/27/22. We contacted service Warranties and we're told we would receive a call back within 2 to 4 hours. We did not receive a call back. We called daily for a week and got a run around each time. We asked if we could hire our own plumber and were told no they would not cover the plumber. Finally on 1/3/23 we hired our own plumber and paid out of pocket. As a result of negligence on behalf of the company we had to hire a mitigation company and place a claim with our homeowners insurance which came to over 25,000 in damages including personal property. If the company would of responded in a timely manner we wouldn't have had damages to this extent. We contacted service Warranties and they offered to pay 275.00 to cover the plumber and an extra 200.00 for damages. Our insurance deductible is 2000.00. If they would have responded and called us back in a timely manner we wouldn't be in this predicament.

  Business Response

  Date: 02/16/2023

  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. Due to the
  complexity and allegations made, we’re continuing to work with internal
  departments to gather required evidence and details. We take customer
  complaints seriously and are working with directly *** ****** to resolve the
  issue to his satisfaction.
  
  We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond. 

• Initial Complaint

  Date:01/31/2023

  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.

  So from what I see it’s not worth paying for this service if everyone is complaining they re not doing anything but taking peoples money..Maybe we should right our mayor or someone in power because it’s not worth it if your words are false.

  Business Response

  Date: 02/09/2023

  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 attempted to reach *** ********** by phone to resolve
  the issue on February 2, February 6, and February 8, 2023. We also reached out
  to *** ********** by email on February 8, 2023, and look forward to receiving
  his follow-up.
  
  We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond.  We welcome *** ********** to reach out to us so that we may address his concerns.

• Initial Complaint

  Date:01/03/2023

  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.

  Metro Flow Plumbing came out and did an inspection of my plumbing. They determined there were 2 areas on my front yard that need repair. Since I have a warranty with Service Line Warranties of America I called them. They sent out Lee with Crawford Services Inc. of Grand Prairie who said they were several areas in pipe in front yard that needed repair and they would need to replace pipe in most of length of my front yard. I waited over 2 weeks for them to come and finally called them today and was told service had been denied by Service Line Warranties. I called Tyra with Service Line Warranties and was told they had approved the camera Lee had done and clearing of the line but denied other service. I hope you will be able to assist me with this problem. Sincerely, ***** ******** ************ ** **** *************

  Business Response

  Date: 01/13/2023

  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 January 13, 2023, and advised that the camera
  footage revealed the pipe was not permanently blocked or leaking and was not in
  need of a repair. *** ******* 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:12/21/2022

  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.

  Contract calls for this company to provide plumbers they have failed to do this company told me to look for my own plumber and they would reimburse me they located a company from Tucson working in Safford they came and resolved the problem but still no local plumbers will take the calls

  Business Response

  Date: 12/30/2022

  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 30,
  2022, and confirmed the repairs were completed to his satisfaction on December
  29, 2022.    
  
  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:12/09/2022

  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 received a bill to renew an annual subscription for sewer line warranty repairs. It is dated 11-28-22.
  
  It is in the amount of $119.88.
  
  Last year the same subscription was $66.00.
  
  I have asked for a reason and have gotten the "run around".
  
  Perhaps you can get a reason for 81.6% increase.

  Business Response

  Date: 12/15/2022

  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.
  
  In response to this complaint,
  a member of SLWA’s Office of the President (“OTP”) conducted a detailed
  investigation of the issue and as a result, called *** ******* on December 12,
  2022 and acknowledged receipt of the complaint. The OTP member attempted to
  provide an explanation of the renewal cost; however, *** ******* disconnected
  the call before a full explanation could be provided.
  
  The OTP member emailed *** ******* to provide further clarification about the premium charge of the
  Sewer/Septic Line coverage, and advised, as a courtesy for being a valued
  customer of seven years, to offer the coverage at the same price as last year. We
  welcome *** ******* to reach out to us if he would like to accept the
  resolution offer.
  
  We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond. 

  Customer Answer

  Date: 12/15/2022

  [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:12/07/2022

  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 repair interior plumbing insurance with Homeserve. I attach the policy .
  I , ***** ****, would like to complain Homeserve Insurance with the Service Agreement Number ******** for the property **** * **** *** *** ***** ** ********** 
  
  My hot water supply pipes was broken. On 10/15/2022. I called ALLSTAR PLUMBING paid $350 to come to check the plumbing. My plumber tried to detected the leak . He found out that only hot water pipe underground was leak and need to replace .My plumber told me that I just need some one to replace only one section of the broken hot water pipe which was placed underground.
  
  However, Homeserve Insurance sent their own plumber to do investigate my house interior plumbing. They told me my house need replace the whole house interior plumbing. They told me it cost me $16,000. Then I asked them to sent me the covering my plumbing insurance benefit $1500 for me to repair the hot water.
  
  However, they said that I need to use their own plumber to fix my whole house interior plumbing and agree the cost to repair $16000 , then they will take care the $1500 my covering benefit.
  
  I told them again that my hot water pipe , only the section underground was broken, some one would fix it for $6500. I ask them again, please sent me the check of my plumber covering benefit $1500 to me. Again, they told me that I need to use their plumber and pay $16,000 in order to get my plumber covering benefit.
  
  Resolution: I want them sent me the check to my name ***** **** with amount of money $1500

  Business Response

  Date: 12/16/2022

  We are in receipt of the
  complaint filed by Ms. ***** **** 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 we have resolved the issue.
  
  In response to this complaint,
  a member of HomeServe’s Office of the President conducted a detailed
  investigation of the issue and as a result, contacted *** **** on December 12,
  2022, and informed her that HomeServe approved her request for reimbursement.
  We ask that she allow up to 60 days to receive the payment.
  
  We
  trust this response satisfactorily resolves *** ****’s concerns. We appreciate
  you bringing this matter to our attention and giving us the opportunity to
  respond. We welcome *** **** to reach out to us with any further concerns.

  Customer Answer

  Date: 12/16/2022

  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 whom it may concern,
  
  I can not wait for 60 days to receive the reimbursement because I borrowed money from some one to fix the plumber.
  
  I want to get the reimbursement by 01/16/2023
  
  Regards,
  

  
  
  ***** ****

• Initial Complaint

  Date:11/21/2022

  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 purchased Service Line Warranties product for the past 11 years. I use the service about once a year when sewer backs up. Called on 11/13/22 when my sewer began to back up. A technician was sent on 11/14/22-this technician stated that they were able to get a clog out at 100 ft, but there is another one at 135 ft that they cannot reach. Was told they would have to go in through the main sewer line to reach the clog, The technician told me that they would get the city to mark the utilities and they would put in a request to SLW for the approval for payment, I called SLW and asked for process, they let me know that they would call me back when they heard from technician. I never received a call from SLW-. I called ever day to ask about the progress since my drain was still clogged. I was told Friday 11/18 that the technician stated that my clog was on a shared line (this is not true) when SLW tried to call technician back they were hung up on. Was then told my call would be sent to expedited department and someone would call me back in 2 hours. I never received a call on Friday, I called back after 3 hours, told I would get another call, 3 hours later still no call. Last time i called was told they let for the day, Called back Monday 11/21, was told my 2nd opinion was just approved and to give them 4 hour to call me back. it has been 6 hours and iI still have not received a call and my sewer is still backed up. I have used this warranty for 11 years, there has never been any documentation of a shared line, we do not share a line with any other neighbor. I have asked for a plan and have been told someone will call me back and they never have, meanwhile I still have a clogged sewer line.

  Business Response

  Date: 12/01/2022

  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
  November 21, 2022. The member advised that *** ******** was approved to use her
  own licensed contractor and would be eligible for reimbursement of covered
  repairs. *** ******** accepted this outcome and will be forwarding her
  documentation to HomeServe once the repairs are completed.
  
  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: 12/01/2022

  [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: 02/01/2023

  We are in receipt of the
  complaint filed by *** *** ******** and regret to learn of her continued
  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 her satisfaction.
  
  In response to this complaint,
  a member of Service Line Warranties of America’s Office of the President is
  conducting a detailed investigation of the issue. Our office contacted *** ******** on January 24, 2023 to inform her that a HomeServe network provider
  would be inspecting the sewer line and providing a diagnosis and estimate for
  the repair. The appointment is scheduled for February 1, 2023. We remain in contact with *** *********
  
  We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond.

  Customer Answer

  Date: 02/06/2023

  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.
  
  
  I am not closing this complaint until I receive further communication and a resolution. When this started in November, communication stopped after i closed the complaint. 
  
  Regards,
  
  
  *** ********

  Business Response

  Date: 02/22/2023

  We are in receipt of the rejection
  filed by *** *** ******** and regret to learn of her continued 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 her satisfaction.
  
  In response to this complaint,
  a member of Service Line Warranties of America’s Office of the President is
  conducting a detailed investigation of the issue. On February 1, 2023, our
  office deployed a trusted network provider to inspect *** ********** sewer
  line. On February 15, 2023, *** ******** agreed to move forward with a covered
  repair and requested that it be scheduled after February 28, 2023. HomeServe
  will remain in contact with *** ******** until the repair is completed.
  
  We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond.

• Initial Complaint

  Date:11/09/2022

  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.

  We have a Service Line policy for exterior plumbing for our home at *** * ******** **** ** ******** ** *****. We had a serious pluming back up in all showers and toilets and needed it cleared right away. Service line could not get out right away, so we had to have another plumber clear the backup. That plumber said there is breakage outside. Later Service Line sent a plumber but said they would not repair the line or even investigate the issue because we had cleared the inside. We have been warned by Maricopa County that if we do not have the pipe repaired we will be fined. Service Line refuses to come out until the home is backed up again. We have evidence that the line is blocked, yet they refuse to repair it.

  Business Response

  Date: 11/21/2022

  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 conducted a detailed
  investigation of the issue and as a result, called *** ******* on November 15,
  2022, and offered to send a trusted network service provider to perform a
  camera inspection on her sewer line. *** ******* accepted, and the camera
  inspection was scheduled for November 17, 2022. Upon inspection, the service
  provider reported that they found are no permanent blockages or leaks in the
  sewer line and supplied *** ******* with the diagnosis for sending to Maricopa
  County.
  
  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:11/07/2022

  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.

  We called service line on Oct.27, 2022 about water leaking in kitchen by the sink and outside against exterior wall. We r unable to use the kitchen sink or the washing machine in that area without water streaming from under the cabinets and also a sewer smell. They dispatched Professor
  pipes company the following day. They said the work done before by someone service line dispatched to our home was not done properly causing this leak and they would have to bust up the patio to fix the job. They said they would contact service line about the situation. They never called back we had to reach out to them. They said the job had been approved but we have yet to see any work being done. We have called just about everyday only to be transferred from one customer service rep to another explaining the same thing over and over. I asked for the Corporate number only to get another answering machine.

  Business Response

  Date: 11/17/2022

  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 November 8,
  2022 and left a message advising that the job had been reassigned and an
  appointment had been scheduled for November 9, 2022. The follow day, the
  contractor submitted a diagnosis and estimate, which was approved, and the
  repair was completed on November 15, 2022.  
  
  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.