ComplaintsforHomeServe USA Corp.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I received in the mail a notice that I signed up for HomeServe and this is a copy of my contract. I did in no way sign up anywhere for this service. I receive mailings from them all the time and shred the letter. Did they somehow get my account information without my consent? Please let me know. **** ****

  

  Business response

  07/24/2024

  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 July 22nd, 2024, and advised that we had located the original signed enrollment form dated August 8th, 2020. The OTP member mailed *** **** a copy of the form for his reference and canceled the coverage, per *** ****’s request.

  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

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 5th 2024 I had my HVAC AC replaced. I have replacement coverage with HomeServe for $1000 that goes towards the cost of replacement. On June 5th I sent an email to HomeServe to file the claim for the reimbursement. On June 6th I received an email from HomeServe stating the claim was approved for $1000 reimbursement. We have reviewed your Cooling System reimbursement request and approved it in the amount of $1,000.00. Within the next 7 calendar days we will mail your reimbursement check to *** **** *** ** ***** ** ***** and it should arrive in no later than 30 calendar days. If for whatever reason you do not receive your check within 30 calendar days, please call the HomeServe 24/7 Repair Hotline at ###-###-#### and select “existing repair or claim.” Requested Amount: $1,000.00 Approved Amount: $1,000.00 Explanation of variance (if applicable): If We determine that Your Heat Pump/Cooling System cannot be repaired, We will provide You Replacement Assistance of $1,000 towards the purchase of a comparable replacement. Customer Name: ******* * ******** Customer Mailing Address: *** **** *** ** ***** ** ***** I still have not received my money. I have called the assistance line about 10 ten times to request assistance. Each time they tell me to wait for something to happen in the future or state that they are sending an email to escalate the situation. They say someone should contact you in 24 hours or 48 hours but nothing ever happens. I still do not have my money from a June 5th repair.

  Customer response

  07/23/2024

  I have my check now.  You can close the complaint.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My HomeServe contract entitles me to $1,000 in reimbursement for concrete damaged from a sewer line replacement. HomeServe's Terms & Conditions state "We will reimburse You for up to $1,000 for each Covered Repair for restoration of Your pavement, yard, or landscaping disturbed by the Covered Repair."; and, "You must include copies of the [repair] invoice. The invoice must be on business stationery and should include the name, address and telephone number of the provider, as well as a complete description of charges. Approved payments will be made to You within 30 days of receipt by Us of Your properly completed form." I spoke with HomeServe representatives on 11/2/23 & 422/24 to confirm this reimbursement process. I was told both times I just needed to email the contractor's invoice work completed and costs. I did this on 5/1/24. After 30 days I followed up and was told a job hadn't been created for the reimbursement in their system. I was told that was now done & the reimbursement would be processed shortly. In June HomeServe emailed saying they required a contractor license # and permit to issue payment even though HomeServe's own written Terms & Conditions don't state these are required. On 6/22/24 I replied in writing explaining this information was not contractually required and that I was never told they were necessary. I never heard back. On 7/1 I spoke with two reps about the situation, explaining their Terms & Conditions didn't require this info. Both agreed these items aren't required. One said she was emailing the reimbursement dept to issue the reimbursement. By 7/15 I still hadn't heard back and followed up. The rep told me that I was required to submit a contractor license # and permit, even though they aren't required by the HomeServe Terms & Conditions. I asked to speak to a supervisor, but she only said the Reimbursement Department would call me. I've been told this repeatedly and continue to get misinformation I am now filing this complaint.

  Customer response

  07/25/2024

  I received a call from HomeServe a couple days after my complaint was filed and Josiah with HomeServe was very helpful in understanding and resolving the issue. I received a check via ***** within a couple of days of speaking with Josiah and it cleared. So this complaint has been resolved.

  Thank you to BBB for it's help.

  Best,

  *** *******

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 3/13/24 I had a new HVAC system installed. The instillation was very shody. The equipment is covered in duct tape. I was told that the equipment would be similar to my old furnace. It is not at all similar. Yesterday I replaced the filter. The area for the filter is 1.5 inches and the filter is 1 inch deep and you cannot get your fingers in to remove the old filter. Today we turned on the air conditioner. It did not work. It tripped the circuit breaker. The repairman was here for 3 hours and concluded that it was a manufacturer's defect. we complained about the installation before but nothing was done. Today the manager called to say he will be here on Monday to check it out. I believe it should have been checked after installation to determine if the system were working The whole experience was negative and I believe other consumers should be made aware of the service provided by this company.

  Customer response

  07/13/2024

  At this time, I have been contacted directly by HomeServe of Long Island regarding complaint ID ********, however my complaint has NOT been resolved because:

  The air conditioner has been replaced and is working. They have corrected some of the instillation problems, but the issue with the filter is unresolved. When they corrected some of the instillation issues, they disconnected] the humidifier from the pump. I called and they said they are coming back to correct that and the filter problem. They were supposed to come last week and I have not been contacted by them at this point.

    

  ******* *********

  

  Business response

  07/26/2024

  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 working with Mr. ********* to resolve the issue to his satisfaction.
  
  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 Mr. ********* on July 15, 2024, and advised she had reached out to the Installation Manager. Mr. ********* was contacted on July 26, 2024, an appointment has been scheduled for July 31, 2024. HomeServe are committed to resolving the complaint, and will continue to liaise with Mr. ********* until the issue is fully resolved.
  
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond.   

  Customer response

  07/31/2024

  Regarding complaint Number ******** against HomeServe. Today July 31, 2024, a technician and a supervisor came to my home and installed a filter chamber which can be easily accessed they explained that the humidifier which was installed does not need to be attached to the pump. I want to thank BBB for bringing these problems to the attention of HomeServe resulting in a good outcome.

  Sincerely,

   

  ******* *********

  Customer response

  07/31/2024

  
  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.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  07/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have been trying to find a way to cancel your service for years, I want you to stop taking money from my checking account and and stop sending me bills as far as I can can see your just a scam! Stop taking my money or I will start making more formal complaints to everyone I can find to complain to.

  

  Business response

  07/24/2024

  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 (“OTP”) conducted a detailed investigation and as a result, contacted *** ***** on July 15, 2024. The OTP member confirmed how the plans were enrolled and validated the request for cancellation. The member cancelled *** *****’ two plans and recontacted her to confirm the actions taken, advising she would not receive any further bills.
  
  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

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We pay monthly for Homeserve pip insurance for exterior and interior issues. Called Homeserve to setup an appt with a plumber to see what the issue was with our lines to find out there was a hole in the line underneath our kitchen floor. They said we would need to pay $515 in out of pocket expenses after the plumber inspected the line. I was on a recorded line yesterday around 4:00pm with Homeserve and repeatedly asked the representative numerous times if the $515 covered repairing the concrete after demo and he said yes two times, again on a recorded line. I then had Kedrick H***** from Homeserve and T T***** deny the repair after their representative on the phone told me it was covered. They said it went against their terms and conditions, however I said they need to honor the repair since the representative told me it would be covered on a recorded line and they failed to do so.

  

  Business response

  07/18/2024

  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 conducted a detailed investigation of the issue and as a result, called Mr. ****** on July 16th, and provided clarification of coverage and offered to cover his out-of-pocket expense as a courtesy for the miscommunication he experienced. Mr. Staley accepted this outcome.
  We trust this response satisfactorily resolves Mr. Staley’s 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

  07/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I called many many times today to have my current 10 HomeServe accounts canceled. It’s as if I’m talking to a brick wall - because they all still show ACTIVE. So UNLESS HomeServe wants to cancel or 50% DISCOUNT my current plans…..there’s not a whole lot of room to negotiate because I can’t afford the cumulative plans.

  

  Business response

  07/18/2024

  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 conducted a detailed investigation of the issue and as a result, called Mr. ****** on July 12th, 2024, and provided clarification on the cancellation process, and confirmed that all 10 plans had been cancelled per his request on July 11th, 2024. 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

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On or about 7/5/2024, I called this company to have someone come out and repair my air conditioning unit due to it not cooling my home. On or about 7/8/2024, I called back as my system was not running only the fan. They sent out a repair man on 7/10/2024, the repair man stated that the unit was no good and that he had cut the breaker off. Approximately three weeks earlier, someone came out to clean the unit and said the unit was fine. This repair man that came out on 7/10 has cut the wiring in the unit and now it has severed all forms of heating and cooling. The repair man stated to begin with that it was just the fan motor that was bad and he replaced it and then stated that after 2 hours the unit was bad. This residence has a 77 y/o female who has a history of heart attacks and breathing issues and we are now being told that they will send someone out within 48 hours to fix the wiring. We have the policy in hand and have been told that if the unit goes out that homeserve has to replace the entire unit. We want action from this company, there is no reason they take peoples money and don’t hold good to their promises that they make when selling these policies.

  

  Business response

  07/18/2024

  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 Ms. ****** on July 11, 2024, and offered to send another service provider to inspect and correct any issues with her HVAC unit. July 12, 2024, we sent an additional service provider who inspected the unit. They validated the correct installation of the previously installed condenser fan motor, and ensured the unit was operational with no further issues present. 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 response

  07/18/2024

  
  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I filed a service claim mid May for a hot water tank. The following day a tech came out and was able to restart the tank. I was told by the tech if it goes out again, to call I have photo's, I'll put in for a replacement tank, I have all the information I'll need. So I call back the following day and explain to the representative what I was told, he said let me look into it and I'll call you back. Later that afternoon I received a call and was told I had been approved for a replacement tank, and the service provider will reach out to schedule an appointment. I don't hear anything for four days, so I call Home Serve and am told they're waiting for the service provider to send them the request for the replacement. So I call the service provider and am told they're waiting for Home Serve to give them the go ahead for the repair. I call Home Serve back and am told that whomever told me I was approved for a replacement was wrong because I hadn't reached my 90 day mark for replacements. I bought a tank and then when I went to cancel my contract online, I saw my contract started 8 January 2024. I had met that requirement. So I called Home Serve and asked why was I lied too and are you now going to reimburse me the $600 for the tank I just bought. I was told to email receipt to [email protected] and I'll receive a check in 30 days. I have not received a check.

  

  Business response

  07/18/2024

  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 conducted a detailed investigation of the issue and, as a result, called Mr. ********** on July 9, 2024. The agent requested the documentation directly and approved the reimbursement. Mr. ********** accepted this outcome.

  
  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 Mr. ********** to reach out to us with any further concerns.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My problem is ongoing. I purchased a sewer system contract in 2007, for my outside lines. The first issue is if you want to get preventative maintenance done, you have to pay out of pocket since contracts are not honored unless there’s water leaking in you basement. I had that happen many times until finally 20 feet of line out of 35 feet , which was inundated with roots collapsed. The 20 feet was replaced and the extra 15 feet with all the roots were left. ( It’s not repairable unless it’s damaged). I called again for service on Friday 7/5 and nobody reached out to me from any service provider. I eventually had to pay a third party service provider to clean my lines up, which was already leaking into my basement. This provider gave me a complementary camera inspection, which showed that one of the components on the previous repair was not installed correctly , but now it’s not leaking anymore Homeserve will not dispatch anyone to correct the issue. They really need to change their standards and do the repairs instead of just collecting contract fees monthly with no service. They need to be held accountable.

  

  Business response

  07/18/2024

  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 conducted a detailed investigation of the issue and as a result, called Mr. ******* on July 8th, 2024 and
  requested the diagnoses report and receipt from the contractor he hired. After reviewing the report and invoice provided by his contractor, the member offered a one-time reimbursement for the services performed. 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 response

  07/19/2024

  
  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.
  
  Sincerely,
  
  ********** *******

*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. ↩