Complaints

This profile includes complaints for HomeServe USA Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  HomeServe USA Corp.

  601 Merritt 7 Fl 6 Norwalk, CT 06851-1174

  
• 

  HomeServe USA Corp.

  45 Glover Ave Fl 6 Norwalk, CT 06850-1238

  
• 

  Home Service USA Corp

  On File with BBB Nashville, TN 37219

• 

  Home Emergency Insurance Solutions

  Unpublished Fresno, CA 93722

• 

  Home Service USA Repair Management Corp.

  PO Box 7318 Albany, NY 12224-0318

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:01/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been dealing with a issue with my ice maker for over 3 months homeserve tech has came to my house twice i can tell he doesn't know what he is doing it's been over 3 months my ice maker still not fixed and homeserve keep giving me the run around about a part.

  

  Business Response

  Date: 01/24/2025

  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 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: 01/29/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  *********** ****                                           the company has offered me to find someone  to fix my ice maker and reimburse me my limit is $500 they could just send me the $500 check any repair company i didn't realize is going to be $500 or more im having a difficult time at the moment finding a tech that knows how to fix this ice maker i had to contact samsung the manufacturer and maybe it will be resolved in a few days i will let homeserve know.

• Initial Complaint

  Date:01/13/2025

  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.

  I had insurance through my Electric Co. **** **** ***** for 6 Contracts with Home Serve to cover my home for repairs. Every time I paid my Electric Bill they would take the money out with my bill for the month. This went on for years because I did not have a claim because everything on my home was fine. In Oct. 24th my hot water tank started to leak all over my floor. I called Home Serve to let them know, they sent someone out from the company to look at the water tank, and they said it would need to be replaced, They said they would only cover the replacement tank for only $500.00. I called ***** to see what a cost of a water tank replacement for like the one I had and they said $2500 with install. the tank was leaking all over my floor I told them I needed to get it replaced ASAP. they came out the next day to install the new water heater at a cost of a little over $2500. I called Home Serve and told them I had the Hot Water tank installed I had to send them the invoice and they sent me a check for $500.00 only. I called my Electric Co to let them know what they did and about the cost extra for me to pay. They were surprised, I told them to cancel all 6 of my contracts with this company, they said I would be saying over $60.00 a month off my bill each month. I am retired and on a fixed income I always thought I was covered for anything that went wrong with my home. I had to take out a loan to get my hot water tank replaced. I don't think a company like this should be taking advantage of people, I also let my electric company should not be supporting them, they will make a note of how they treated me now.

  Customer Answer

  Date: 01/18/2025

  I heard from HOMESERVE USA and they sent me 4 checks one for 2.59 - 2.21- 1.42- 3.26 for a total of 9.48 and not even a word for the amount for. This does not even come up to the 3000.00 extra I had to put out of my own money to cover the cost of the hot water tank. Their was not even a explanation other then refund on each 4 copies. I paid into this insurance for a long time and this is all they are willing to pay out. This is unacceptable. Thy are really taken advantage of People. I am not satisfied with this out come. Can you Please look into this Further for me any Help would be APPRECIATE because I do not CONSIDER this case closed.

  Thank You,

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

   

   

  

  Business Response

  Date: 01/29/2025

  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 determined that per the terms and conditions of his policy Mr. ********* was only entitled to the $500 reimbursement as the plan does not cover complete replacement. As a result, the agent called Mr. ********* on January 23, 2025, and explained this whereby Mr. ********* remained disappointed in our explanation, we believe we have provided a fair resolution based on the terms of his plan.
  
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond.  We welcome Mr. ********* to reach out to us with any further concerns.
  

• Initial Complaint

  Date:01/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged by home serve 19.74 a month for insurance added to my electric bill for home owners, power surges, electronics. All of which I don't own. I need a refund. My address clearly states I live in an apartment. I sent my original lease to prove such. They canceled the insurance, but won't refund my money. I did not add this. It was added by ****** via telephone. I am disabled. This is a slick way to force unnecessary insurance and premiums down poor folks throats. I would appreciate a refund, in full. *** *** **** Thank you. Ps. Rt now my electric bill is 190$ Only 73 is energy usage. That sounds like an insurance scamming the disabled, to me. Thank you.

  

  Business Response

  Date: 01/20/2025

  We are in receipt of ***** *********'s complaint and regret to learn of her dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of the utmost importance. We take customer complaints seriously and are happy to report that the issue 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 9, 2025, to provide evidence of the enrollment. As a goodwill gesture a refund of her premiums has been refunded. *** ********* accepted this 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.

  Customer Answer

  Date: 02/06/2025

  I received a partial credit from himeserve but cannot get ****** to credit my bill with 98$ of homeserve charges still owed. 

  I made arrangements to pay last month. They failed to note the account but took my 13.80 payment.

  then proceeded to cut off my electric.  I had a man on an **** hooked up to the wall when they did this. A heart pump. Just poof. 

  We were scratching for batteries. 

  And ****** would not answer my call till I paid the amount they shut it off for. 

  Soon as I hit the pay button. They switched it on.

  I can't get my phone calls answered by ******, if I pit in my account info, to this day. 

  I still have not received papers for the Dr, so they have to warn me prior. ****** claims they sent one copy. I can make my own copy. 

  I NEED MY 98 DOLLAR CREDIT FROM ******. FROM HOMESERVE.

  PLEASE. 

  Before they shut it off again, feeling all powerful. 

  Customer Answer

  Date: 02/06/2025

  Home serve contacted me and said they have sent the appropriate paperwork to ******..

  ****** SAYS THEY FO NOT HAVE IT. repeatedly..

  Homeserve said wait two months. 

  I can't have my power shut off for the next two months over ******S SCAM TO SELL Homeserve insurance to folks who don't know, don't need it, and never use it.

  Do I need to write a separate complaint on ****** so I don't get my power shut off again, because of fraudulent charges???

  I paid the energy part. 20 too much.

  LIKE I said. If I identify my account, ****** WON'T EVEN ANSWER MY CALL. 

  When I go in blank, they are all surprised and have no idea whaT I am talking about nor any notes or paperwork to referr to. 

  Thank you. 

   

  Customer Answer

  Date: 02/06/2025

  They did it. And I got all but 20$. I will wait for it to process. Thank yall so much. 

  

  Business Response

  Date: 02/10/2025

  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, contacted *** ********* on February 6, 2025, and confirmed the issue was resolved.
  
  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.

   

  Thank you, 

• Initial Complaint

  Date:01/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for Homeserve through my water company. I called for a claim, which was within the house, they told me it was not covered and based on the plan I feel it should have been covered. About a month later, I called with another claim, it was also not covered. After the second claim was not covered, I called them and I cancelled the service. In december I looked closely at my water bill and found I had still been getting charged for the service since I cancelled it in July. I called them to ask what happened and that I was still getting billed. They found my claims I had filed and the dates I called. They said they cancelled it but if I'm still being charged, I should call the water company since they are the ones who do the billing. I called the water company, they said homeserve never notified them that I cancelled. At that time, during the call, they did cancel it when I called them on December 31, 2024. They issued me a credit for he bill in December and that's it. I would like a refund for the payments since I cancelled it in July 2024. Below is the amount they owe me in refunds.

  

  Business Response

  Date: 01/17/2025

  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 15th, 2025, and explained that there are no records showing that a cancelation was requested in either the call history or the account notes. Without evidence of a failure to cancel upon request, we are not able to refund the subsequent monthly payments. The member also confirmed that *** *****’s plans were cancelled on December 31, 2024.
  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: 01/17/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  I know I made the call to cancel, I remember the conversation.  When I realized I was still being charged after I canceled this service (due to none of my claims being covered), I contacted them to ask why I'm still being charged, I was told that they Had received my request to cancel, but that they can't refund me because the ********* water company does the billing and this is their mistake

   I contacted ********* water company and they said they were responsible for not telling them about my requesre never informed by Home Serve that I had canceled.  They did not find my recorded call. I know I canceled and it was confirmed on my call with the representative at HOME SERVE. MY CALL MAGICALLY DISSAPEARED. THIS IS Not about the money at this point, it's about the principle of what they've done. That's the Only reason I'm going through this trouble. I think it's time for unethical companies to own up to their unjust methods of doing business s. I hope I can save someone else this grief. Don't trust them or what they say. 
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 01/29/2025

  We are in receipt of the rejection complaint filed by Anne Novak and regret to learn of her continued 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.
  
  In response to this complaint, a member of Homeserve’s Office of the President team (“OTP”) conducted a detailed investigation of the issue and contacted *** ***** on January 15th, 2025, and advised that without evidence of a failure to cancel upon request, we are not able to refund the subsequent monthly payments. We understand *** ***** believes we have deleted recorded evidence of her cancellation request, however, It was explained to *** ***** that allegation is unsubstantiated and our business retains all call recordings for training, monitoring and compliance purposes.
  

  We understand that *** ***** remains dissatisfied with this outcome; however, we believe our findings and investigation to be fair and consistent with the terms of her service agreement.
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond.

  Customer Answer

  Date: 01/29/2025

  I remember making the call and speaking with the gentleman after neither of my 2 plumbing service calls were covered by Homeserve. I told him I am calling to cancel this service effective now. Why you cannnot locate my call is beyond me, but I know I made it. On one of my calls later in December of 2024, the gentleman I spoke with on the phone said that he saw that I had canceled, and if I'm still getting billed for it, I need to call the water company since they made the mistake. Then the water company told me to call Homeserve back. No one waned to take responsibility. I normally don't invest time in this sort of thing, but I am doing it based on the "Principle' here. I know thatI I called to cancel, and I remember the call. So something is awry, and I'm guessing other customers have been treated similarly.  

   

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11-18-24 Requested a technician come to my home to check exterior water pipe due to low pressure & issues with lead in pipe as well per water company report. I received an email confirmation that ***** ***** would arrive 12-18-24 but no one did. I reached out to dispatch via email & informed no one arrived & they replied they were trying to reach out to them or another company. I have yet to hear back from them.

  

  Business Response

  Date: 01/20/2025

  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 9, 2024, and confirmed a HomeServe network contractor had attended that day. After reviewing the diagnosis, *** ****** was advised that the issue was not covered. *** ****** accepted this 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.

  Customer Answer

  Date: 01/21/2025

  
  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

  Date:01/07/2025

  Type:Product 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.

  Thia is an additional complaint as related to my complaint against *** **** *****. On October 17, 2024, My claim to HomeServe was approved for the replacement of a Washing Machine. I received a HomeServe check drawn on the **** **** ***. The Amount approved was for $500.00. On November 05; I immediately took the check to *** **** ***** where the New Washing Machine was purchased for these to be credited to my account. The customer service representative took the information and electronically cashed and credited the proceeds to my **** ***** Account. Shortly afterwards I received a statement from **** ***** saying that on Nov.5 my account was credited for the $500.00. Then on the next line it said transaction had been reversed? When I called **** *****, I wasn't given much of an explanation, then in subsequent conversations with the **** **** Billing department I was told to return to the store of purchase because the funds had been returned to them. After my revisit to **** *****, the manager of course said that was the most ridiculous thing he ever heard. The Store wouldn't have gotten any returned funds to the customer; But he did try to collect additional funds for my account. I have now paid them myself with late fees. I have tried numerous times to resolve the issue with HomeServe who issued the home warranty coverage. The persons have said this shouldn't have happened and U would either be hearing from someone or I would be getting a reissued check to cover the original loss. Recently I was told I needed to contact Home Serves Bank to see if the check had cleared or been paid. Then I was told by **** ***** that the Check or my signature was fraudulent. Home Serve Warranty Company keeps saying someone will be contacting me to resolve the issue. This has been going on since October. I keep getting the rub around by both **** ***** and their Billing dept. (**** ****) and Home Serve home Warranty . my home phone or my mobile (**** ********

  

  Business Response

  Date: 01/20/2025

  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 January 16, 2025, and advised the reimbursement check is being reissued. *** ******** 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.

  Customer Answer

  Date: 03/04/2025

  Dear *** ********* I have been advised to contact you regarding the above complaint and am requesting that it be reopened. Despite many phone conversations with HomeServ they have failed to fulfill the agreement that "I would be reissued a replacement check in the amount of $500.00." for a new Washing Machine.   They admit that the original funds were returned to them by **** *****.  Apparently **** ***** does not "accept third party checks".  This has been going on since November and despite the many promises from HomeServ; I have yet to be reimbursed under the terms of my Home appliance warranty with HomeServ.

   

  Sincerely;

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

  Customer Answer

  Date: 03/11/2025

  Dear *** *********

  Regarding the above complaint, I received the agreed reimbursement from HomeServ  for $500. This past Friday; March 7.

  Thank you for all of your assistance and that of Ms. Jamie A***** with HomeServ.Corp.

   

   

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

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Regarding HomeServe USA They are a company insuring my home interior and exterior drain lines... On 12/26 i filed a claim due to my drain being stopped up from the kitchen. I had spent the previous 3 days using a snake, and plungers, and liquids to unstop it.. I then realized a leak was coming from the wall under the cabinet. This means the drain line has likely calapsed.. I called homeserve on the 26th... They assigned a contractor but he never got back in contact. On the 28th I called Homeserve andvthey assigned another contractor who electronically assigned me an appointment on Jan 3rd... I called Homeserve back and advised I needed the plumber sooner... They say they called and he said okay.. This dance went each day from the 28th thru today Jan 4th. That 2nd contractor never called... Now Homeserve claims to be assigning a 3rd contractor who has not called. It's starting to feel like Homeserve is a fraud company... It's been 10 days and I've been without service of my kitchen... Highly inconvenient during the holidays with family and all.... If they are not a fraud company, I need them to uphold their end of our agreement... I have been reasonable... Monday will be 12 days and that's IF any one 3ven contacts me then.

  

  Business Response

  Date: 01/17/2025

  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 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 found that our network provider attended the home on January 6th, 2025, finding an incorrectly installed kitchen drain line configuration. The network provider was able to snake the clogged drain to clear the blockage, though rebuilding and correcting the previously incorrectly installed drain line was not covered under the Interior Plumbing and Drainage system plan. *** ******** accepted this outcome with the network provider on January 6th, 2025, paying out of pocket to correct the kitchen drain line. We attempted to reach *** ******** to confirm his satisfaction on January 6th, 2025, January 8th, 2025, and January 10th, 2025, by phone and email but we were unable to connect with him.
  
  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:01/06/2025

  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.

  Our sewer backed up 01/03/2025. I called to use our Home Serve home warranty. ** ** **** **** *********** was assigned. I asked Andrew if he was a licensed plumber he said was, I also asked if he has an occupation license. I checked online and found out they are not. When I told Andrew he immediately became angry, called me trailer trash and hung up. I called Home Serve again and was assigned a restoration company from **********. I asked them the same question and they politely said they were neither licensed or had an occupation license, they declined to come to our house. Home Serve then assigned ******* ******* from **********. I asked him the same question. Paul said he didn’t have a license or occupation license but it didn’t matter he wasn’t driving from **********. When I signed up for Home Serve our agreement says a Licensed and Background checked contractor would make repairs when needed. I called Home Serve again and asked to use my own contractor and then be reimbursed. I had the plumber on site and called for reimbursement authorization at 7:00 pm 01/05 the first agent lied and said i would have a call soon and the plumber should wait, I called after a extended period time passed, the second agent lied and said i would receive a call in 4 hours and the plumber should wait, I called a third time after a extended period and the third agent said I would have to wait until tomorrow. I told her what the first two agents said. The third agent said because I refused the contractors I would have to wait. I DIDN’T REFUSE ANYONE THEY REFUSED ME!!! I ONLY WANTED TO CONFIRM THEY WERE LICENSED CONTRACTORS AND LEGAL TO WORK IN MY AREA.None had an occupation license and are operating in ******** ILLEGALLY!!! I on day 3, we’re staying in an apartment. And because of the delay a home insurance claim for property damage. Home Serve needs to honor our agreement and follow ** law. We need our sewer fixed ASAP By a licensed plumber with an occupation license

  

  Business Response

  Date: 01/15/2025

  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 Mr. ******* to resolve the issue to his satisfaction.
  
  A member of HomeServe’s Office of the President Team (“OTP”) attempted to contact Mr. ******* on January 7, 2025. They spoke to a lady named “****” who advised they had received the required information to submit a reimbursement request however, had not yet forwarded the information. The OTP member advised we would be happy to review the information for possible reimbursement under the plan terms and conditions, as soon as they are able to send through the reimbursement email or directly to the OTP member.
  
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We look forward to working with Mr. ******* on a mutual resolution to this matter.

• Initial Complaint

  Date:01/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This has been going on since Nov 21 when I contacted them about a heating / HVAC issue at a rental home. The service technician claimed the unit needed cleaning before he could proceed because he felt the unit had not been cleaned in over a year. I witnessed the quarterly cleaning myself and have the invoices and maintenance records to confirm. I have communicated with two different representatives (Maury and Karen H) and neither of them have kept their promises to get back in touch with me / follow up. Dec 13 - Karen replied to my email and said she would reach out to me after speaking to Maury. Never heard back. Dec 19 - Emailed Karen again. No response at all this time. See attachment for details.

  

  Business Response

  Date: 01/14/2025

  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 spoke with Ms. *******, on January 6, 2025, and offered a second opinion regarding her service job. ****** ******* accepted this outcome and the service provider attended on January 8, 2025. 
  
  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 ****** ******* to reach out to us with any further concerns.

• Initial Complaint

  Date:01/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer of HomeServe Repair for many years and recently I had issues with my service repair claim with HomeServe. My Stove (Range/Oven) had some problems with the oven: it tripped the circuit breaker a few times when I used the oven in early December 2024. I called HomeServe for a repair service on 12/16/24, and a service Technician came in on 12/20/24 to diagnose the issue. He told me that there is an issue with a board that needs to be replaced, and he will report it to HomeServe for next actions, and the order for the new board might take a week or so. On 12/23/24, I received a call from HomeServe claiming the repair is not covered because there was a surge that caused the damage. The problem is that there was no surge in the electric system and the stove five top burners are all working fine, the only problem was in the oven; and all other appliances are fine as well. I asked HomeServe to send me the electrician diagnose report/claim by email, but I have not received the report yet. I called HomeServe on 12/27/24 to discuss the issue and I was told a different story: the repair is not covered because the range is old and normal wear is not covered. I asked to speak to a supervisor to discuss further however no supervisor was available to take the call and I was told someone will call me back. On 12/30/24, I called the HomeServe again to request the call back. Finally, on 12/31/24, someone from HomeServe called me back. However, this time she claimed again that the repair is not covered because of surge. I explained to her that there was no surge in the house. I requested again for the electrician diagnose report/claim by email, and so far (1/3/25) I have not received the report yet. The problems with this claim: (1) Not covering a repair (or replacement) service which should be covered, (2) Providing different reasons to decline the coverage, (3) Not providing electrician diagnose report/claim.

  

  Business Response

  Date: 01/16/2025

  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 January 14th, 2025, and explained that the diagnosis of an electrical surge causing damage to the components of the appliance is not covered under the terms and conditions, which state “What is a covered repair? Repair or replacement of the following for which you have sole responsibility and that fail to perform their fundamental operation(s) in standard service due to normal wear and tear. This Service Agreement covers one (1) of each of the following appliances and all their components and parts, except those noted in the “What is not covered?” section: • Your home’s broken or failed gas or electric range/oven/cooktop (built-in, portable, or freestanding).”
  
   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.