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

  
• 

  Service Line Warranties Of America

  7134 Lee Hwy Chattanooga, TN 37421-1732

• 

  HomeServe USA

  Lincoln, NE 68501

• 

  HomeServe U S A

  PO Box 3452 Seattle, WA 98114-3452

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:04/02/2025

  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 initiated a service agreement contract with HomeServe on 2/12. I was set up on an automatic bank draft which conflicted with my retirement deposits so the March payment was processed late not on 3/12 but 3/21. I emailed the company At this email address. Email- ********************* I attached my account number. Account number- ********* I provided the information and Transaction number for the payments to the email address and the customer service agents on record. 3/28 Priscilla I was told An Escalation is in the process And it takes 24-48 hours on 3/28. I spoke with Sarah 3/28 I contacted the the claims department again today. 4/1and spoke with Chantel in the claims department. I was then transferred to Janeice on 4/1 sho also works in customer service She was able to transfer me to her Supervisor name: Justin who has no extension. He could not hear me and hung up and never called back. I called costumer service back same day, 4/1 at 3:40 and spoke with Janet Who now says I have to wait for Waiting on Justin to call me back and they close at 6pm They don’t have Justin’s Supervisors information either. I still have yet to have my dish washer serviced. I’m sending an email and contacting the better business bureau.

  

  Business Response

  Date: 04/11/2025

  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.
  In response to the complaint, a member of HomeServe's Office of the President ("OTP") conducted a detailed investigation. The OTP representative made multiple attempts to establish communication with *** *****, both through phone calls and email.
  Regrettably, despite these attempts, our OTP representative was unable to contact *** ***** to address her concerns. We encourage *** ***** to reach out to us at her earliest convenience.
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond.

  Customer Answer

  Date: 04/11/2025

  The selected part was repaired as per my appliance contract. I did note that the repair was conducted with a part that stated it was cancerous and could impose a risk to reproduction. I will email the business as well. I was told when I spoke to a representative at HomeServe that my warranty accounts were changed to an annual allotment and that they automated bank drafts that I initiated upon sign up was also changed to them receiving a bank check! To me it sounds like a clerical error and I was told that the problem was fixed and resolved. 

  Customer Answer

  Date: 04/11/2025

  The selected part was repaired as per my appliance contract. I did note that the repair was conducted with a part that stated it was cancerous and could impose a risk to reproduction. I will email the business as well. I was told when I spoke to a representative at HomeServe that my warranty accounts were changed to an annual allotment and that they automated bank drafts that I initiated upon sign up was also changed to them receiving a bank check! To me it sounds like a clerical error and I was told that the problem was fixed and resolved. 

  

  Business Response

  Date: 04/22/2025

  We are in receipt of the rejection complaint filed by *** ***** 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 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, emailed *** ***** on April 14, 2025, and confirmed *** *****’s payment schedule was corrected.  *** ***** 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.

• Initial Complaint

  Date:04/02/2025

  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 up for renewal for 2025l and In January 2025 was pronised by multiple representative in your cancellation department that my rates for 2025 will be discounted. I found out by Victoria a supervisor in your cancellation department that the discount will only be applied to the first 2 months. So I have been lied to by representatives in your cancellation department that my new rates will be discounted for the year. I need to escalate this issue because it is horrible customer service.

  

  Business Response

  Date: 04/11/2025

  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 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, confirmed all discounts promised, and some additional discounts were applied, and monthly payments have been adjusted appropriately spreading the discount throughout the term.
  
  We trust this response satisfactorily resolves Ms. ********’s 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.

• Initial Complaint

  Date:04/02/2025

  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.

  since i opened an account with homeserve in May 2024 for exterior water service line and indoor pipe coverage i have been overcharged a total of $158.84 because they charged two, three, and four transactions in a single month i have included a detailed explenation of overcharges and on 03/31/2025 i called them and the customer service rep said she could see the overcharges and didnt understand why this was but all she could offer was to close my account and submit my complaint and i should submit a complaint online as well so i did but have not recieved any response from home serve. i would like my money refunded back to my mastercard that was on file with thier automatic debits ending in 3489. This is absurd and i am outraged. i just want my hard earned money back please!

  Customer Answer

  Date: 04/03/2025

  ok so on 04/02/2025 home serve credited me only $17.11 which leaves a remaining amount they overcharged still $141.73  I am really becoming furious with this company and the "slap in the face" refund they gave! WHAT ABOUT THE REST THAT THEY OWE ME?! I WILL BE CONTACTING CALL ***** ON **** * NEWS AND EXPOSING THIS COMPANY AND THIER SCAMS TO THE ENTIRE *** AREA BECAUSE I HAVE LOST ALL PATIENCE WITH HOMESERVES SCAMS AND BLATENT DISRESPECT!  HOWEVER,  I WILL WAIT UNTIL 04/07/2025 BEFORE DOING THIS AS TO ALLOW THEM A LITTLE MORE TIME TO MAKE THIS RIGHT BY REFUNDING THE REMAINING BALANCE OWED NOW TOTALING $141.73 HOPEFULLY THEY DECIDE TO MAKE THIS RIGHT BECAUSE I REALLY WILL EXPOSE THEM TO THE PUBLIC! I WILL BE CALLING **** * NEWS AT EXACTLY 8am   ON MON 04/07/2025 IF THIS IS NOT CORRECTED! AND I DONT APPRECIATE THE RUDE "SLAP IN THE FACE" AMOUNT OF ONLY $17.11 REFUNDED WHEN THEY OWED $158.84, AND STILL OWE $141.73  THE PUBLIC NEEDS TO BE WARNED OF THIS COMPANY'S SCAMS BECAUSE ITS ABSOLUTELY UNETHICAL AND EXTREMELY UNPROFFESSIONAL FOR A BUSINESS TO SCAM THIER CUSTOMERS THE WAY HOMESERVE HAS DONE TO ME.   THANK YOU!

  

  Business Response

  Date: 04/11/2025

  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.
  
  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 April 11, 2025, and clarified the history of her account.   
  
  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.

   

  Best Regards, 

  Customer Answer

  Date: 04/12/2025

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

• Initial Complaint

  Date:04/01/2025

  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 have not lived at the covered address is over 3 years and have requested this account and any resulting charges in past 3 years be canceled! They will not allow me to cancel it nor do they respond to my emails. About 4 months ago I got someone in the phone and she tried to tell me that because of some company buy out, there was nothing anyone could do. This feels like entrapment and forced billing for service I do not want on an address I have not lived at in 3 years! Company is a scam forcing money out of people for services they do not even use!

  

  Business Response

  Date: 04/10/2025

  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, emailed with *** *********** on April 2nd 2025 and confirmed that the program was canceled per his request, and any balance we held waived. As the coverage migrated over from the utility company, we also contacted the utility to request any outstanding balance prior to migration be waived as well. *** *********** 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.
  

• Initial Complaint

  Date:03/31/2025

  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 received a letter from HomeServe claiming I am enrolled in a surge protection plan with HomeServe that I never authorized with an annual charge of $107.88 billed monthly at $8.99 and will be reflected on my statement from *********** ******. They claim to be separate from ******* ******, yet, I've never opted into this. It claims start date of 04/17/2025-04/16/2026 automatically renews at the end of term... I have uploaded the Service Agreement for your review.

  Customer Answer

  Date: 04/02/2025

  Hello, I spoke with HOMESERVE and was told that *********** enrolled me in 2019! I called CenterPoint  and they told me, this would be investigated on their end and will contact homeserve.  Home serve owes me $6500 approx. 

  The manager from homeserve told me , she will discuss with the President about reimbursing all of my money. She also said she would follow up with me within 72 hrs. Of speaking with her, so I am expecting a return by Thursday 04/03/2025. 

   

  The 

  

  Business Response

  Date: 04/04/2025

  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 April 3, 2025, and confirmed enrollment.
  
  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, 

  Customer Answer

  Date: 04/04/2025

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

  HOMESERVE is not being truth! This woman, Jill , office spokeperson for the President told me, she has a signed declaration and that homeserve has been sending me notices!! Lies!! And she went on to say, reach out to *********** ******  and there was no need to call her company any more!!! BEFORE I ended the call, I told her, that *********** opened an investigation and I Am seeking legal action against that company!!! I ended the call. I called *********** ******,  to inquire on the status of the investigation and was told , the case was assigned to an Agent today, April 04,2025. And I was also told that they have not sent any documents to homeserve as the Agent has not yet reviewed it. *********** ****** went on to say, I should hear from the Agent within a week. Once *********** ****** reports their findings and closes the investigation, Homeserve will face legal actions.... 

  Homeserve has taken over $6,400.00 from me from 2019 to present !!! and I will get my money back and more! 

  I REJECT THEIR RESPONSE!

  I will seek remedies available under the ******* ***** ********** *** and 2006 ******* ********* ***** ********* *** ****** to include, but not limited to the following references within the Act.

  include but not limited to:

   

  1) Injunction to stop this deceptive mailer from being sent to ******* ***** customers using their addresses given to HomeServe without their consent.

   

  2) Consent Decrees should it become necessary in the process.

   

  3) Disgorgement of profits gained by HomeServe as a result of the unfair deceptive practice of these deceptive letters being sent by HomeServe to ******* ***** customers.

   

  4) Statuatory damages as allowed by law.

   

  5) Treble damages as allowed by law.

   

  6)Punitive damages as allowed by law.

   

  7) My Attorney costs and legal fees as allowed by law.

   

  Sincerely,

   

   

   

  

  Business Response

  Date: 04/09/2025

  We are in receipt of Monique Runnels's complaint 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 the utmost importance.
  
  In response to this complaint, a member of HomeServe’s Office of the President conducted a detailed investigation of the issue, and confirmed the enrollment was valid.
  
  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, 

  Customer Answer

  Date: 04/09/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  Homeserve is LYING!!! I am seeking legal action... Homeserve had the opportunity to return my $6,540.00 that they stole from me since 2019, yet their response contine to be untruthful. They will be contacted by my Attorney as the preliminary meeting has already taken place and my attorney advised to cease communication with them and that is what I have done.

  RESPONSE REJECTED!

  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/31/2025

  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.

  Order was placed on 3-11-2025 and just as of yesterday 3-27, contractor has called me to schedule an appointment. I find out that he is 2 1/2 hours away which HomeServe is going to pay for but the reason they can't get anybody local is because they have burned them out for non-payment. I pay my membership on time every month, so HomeServe should have the same consideration for its contractors. How this contractor has to spend 5 hours on the road round trip to do the job.

  

  Business Response

  Date: 04/01/2025

  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 has been 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 March 31, 2025, and educated the customer that HomeServe is taking all the steps necessary to actively recruit in their service area.
  
  We trust this response satisfactorily resolves *** ******’s concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond. 

• Initial Complaint

  Date:03/31/2025

  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.

  RE: ***** ********** *** ****** ** *****, *********************** (VIA ***********) I HAVE CONTACT H.S. TO ASK FOR THE TOTAL CHARGES THEY PREVIOUSLY REFUSED TO REFUND FOR A VALID CANCELLATION THAT TOOK PLACE SHORTLY AFTER MISORDERING THEIR SERVICES. GINGER J***** PREVIOUSLY REFUSED TO HONOR MY REQUEST AND AGAIN RECENTLY HAS REFUSED TO SUPPLY ME WITH THE TOTAL AMOUNT BILLED SO I CAN GIVE THIS FIGURE TO MY ATTORNEY FOR A FORMAL DEMAND LETTER TO BE SENT. GINGER TELLS ME TO CALL, I WILL NEVER CALL THIS CO. AGAIN DUE TO THEIR OBVIIUS PAST ISSUES WITH THEIR PHONE PROCESSING OF CALLERS NEEDS.

  

  Business Response

  Date: 04/08/2025

  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 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, agreed to refund the policy charges. *** ***** 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

• Initial Complaint

  Date:03/28/2025

  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.

  My money used to come out of my gas bill. Something changed and they started sending me paper bills. I sent in payments by check at first. Sent them to the address on the bill. Magically, they never got them and I had to pay over the phone by credit card. So I switched to online bill pay through my bank. Again, they claim they aren't getting them. I called, sent in complaints, had them open up an investigation, got confirmations from my bank that the checks were cut and sent and they cancelled my account. I call trying to pay with a credit card because I'm just over arguing about it and the guy tells me that I no longer have an account with them and that I can start all over with a new account and wait the grace period and have to give them my bank account information for auto withdraw. I've lived in my house 22 years and had this account the entire time. I've never not had a company want to take my money. I'm so mad that they canceled me and have never been so disappointed in a company ever. How can they get away with treating people that way? We run and jump through their hoops and they still cancel because their people either aren't checking mailboxes or processing payments. I can't be the only person having this problem.

  

  Business Response

  Date: 04/09/2025

  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 April 8, 2025, and advised *** ******’s payments had been applied and her account was active. *** ****** 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.

• Initial Complaint

  Date:03/28/2025

  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.

  Dear Folks, I have a contract with ******* **** ********** ** ******* also seems to go by Home serve, I have had this policy for roughly 16 months. 1st year no problems. Second year is a living nightmare. I submitted my yearly payment for insurance on my water and sewer lines together the amount to $159.00 per year. On January I received a notice For payment, I double checked that they had drawn the money, touched base with the bank and called them to report the error. 1st call was a person speaking a foreign language, second one was a bit better, but came to the conclusion that I had not sent my money and was in error, this call was ended fairly soon after as the rep was not willing to go farther. Another call the next day connected me with customer service rep that tried to help, we were able to reinstate the policy. Another charge came out, I start looking closer and realize I had missed them debiting my account several times, 4 extra charges all together. I ran the gamut of contact again and was given a address to send that information to again, they now stated they did not have my original documents again. received email address and instructions on how to send this for further help. Next day received a response that they were unable to communicate via email unless it was secure, went through the process of signing up for their secure email, resubmitted all documentation and received a note back that my email had be received and they would contact me shortly. That did not happen. Now I start looking a bit close and realize they have been taking that amount out every month, this is not a subscription. So, I've been trying to resolve my issues with this company for roughly 3 months. I am looking for my 600 dollars to be credited to my account. Thank you for any help you can provide Steve

  

  Business Response

  Date: 04/08/2025

  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, emailed *** ***** on March 31, 2025, and advised the charges on his bank statement were from a different company. *** ***** accepted this outcome.
  
  We trust this response satisfactorily resolves *** ******* concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond.  We welcome *** ***** to reach out to us with any further concerns.

• Initial Complaint

  Date:03/26/2025

  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 just received a letter that said that my waterline has not been replaced since 1970. And I needed to purchase warranty so I didn't have to spend expenses if it broke . The letter was using language that made me feel like I was going to immediately have to pay for warranty to be safe.. But the fact is: I have well water. There is no water line if they're talking about a sewer line (which they do not mention sewer line) the sewer line was just put in in the last 15 years, so that's well beyond the 1970 so they're Blatantly lying, trying to trick me into purchasing their warranty coverage. Had I not known these 2 facts, I would have been worried. But I know for a fact I have well water and that my sewer line is less than 15 years old. Someone lost aware could have been scammed into buying warranty for something they don't even have. This is scare tactic and it needs to stop they cannot continue to be able to do this especially for something I don't even have ... I don't have a waterline..

  

  Business Response

  Date: 04/09/2025

  We are in receipt of ******* ****'s complaint and regret learning of her dissatisfaction. HomeServe USA places our customers at the heart of everything we do and consider customer satisfaction to be of the 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 HomeServe’s Office of the President conducted a detailed investigation of the issue and, as a result, called *** **** on March 26, 2025, and added *** **** to the Do Not Mail list. *** **** accepted this outcome.
  
  We trust this response satisfactorily resolves Deborah Hill's concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond. 

  Customer Answer

  Date: 04/10/2025

  While the resolution, in their mind, was to put me on the "Do Not Disturb" list, and I accept that: the bigger issue is that they are still sending out false information and at risk people may fall for the ploy.  (I never had the item thay said was amost 40 yrd old and should be warranted by them for my protection).  This is unconscionable actions in today's society,  trying to get those people who are not aware enough to buy their services when their services is not needed. The Need to change their marketing or unsuspecting people may fall for their scheme's. They need to be held accountable for their actions, 

  Warm Regards,