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

  
• 

  HomeServe USA

  PO Box 267 Annapolis, MD 21404-0267

• 

  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:04/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an interior waterline warranty with Homeserve. In January, I called them to start a claim because my basement shower and floor drain were backed up. They initially sent out ******** ********, and heating who sent them an estimate. They wanted to have another company come out and do another estimate. The company named ***** ******** came out and began to do their estimate. Home serve required them to try to clear the drain with a high-pressure jet and a drain snake. In the process, those plumbers broke some of my pipes because they are still red “clay” old pipes. Instead of digging up the pipes, they said they were not going to fix it because it isn’t up to code. They were going to cap them off and close them, then they were going to recover the floor with the broken up concrete and about a half an inch of concret or so to make it level. My husband would not let them cover it up still broken and asked them to leave. Home serve has done nothing to get this problem repaired. I’ve had holes with standing water in my basement for over a month. Every time I try to call and speak to somebody they can’t get anybody to answer the phone in the president’s office and I have to leave a message. They tell me I will get a call back within 24 hours, I’ve heard that each week with no return call for the last 3 weeks. Neither home serve or the plumbing company care about the customer. I believe the plumbing company may be cheating the insurance company as well. I just want the pipes and floor to be repaired and plumbed properly.

  

  Business Response

  Date: 05/02/2024

  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 appreciate the opportunity to investigate any consumer complaints raised.
  
  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 May 1, 2024, and explained that the remaining plumbing work required to correct the improper installation of her shower and laundry drains would not be covered under her service agreement. We have provided Ms. ***** with an estimate for the repairs from a trusted network provider. Although we understand that this is not the outcome Ms. ***** has been hoping for, we maintain that it is fair and consistent with the terms and conditions of her service agreement.
  
  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:04/19/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10 or more years ago ******** *** was offering outdoor utility insurance protection for gas, water, sewage and electric utilities. I signed up for it due to low cost and age of my house. It came in handy to which I had to have my gas line replaced. After I found out I wasn’t able to bring my own plumber in was my first red flag. Eventually ******** *** notified me that they were no longer going to collect for HomeServe and I would have to deal with them myself. The last month I paid my gas bill HomeServe tried to bill me for the same month so I canceled their service. Between then and now my wife signed up with ***** ****** (******** *****) to pay our electric bill electronically.(paperless). I received a letter from HomeServe dated 03/11/2024 saying that my Electric outdoor utility insurance was going up in price. After consulting my wife she went online to our ******** ***** bill and sure enough under a misc. charge ******** was billing me $6.48 a month for the last 10 years for insurance on my outdoor electric service. 2 years ago I had a new service with a mast installed due to waste management trucks hitting and pulling my lines. Plus my service was outdated. I paid out of pocket for my electrician to do the repairs unaware that I was paying HomeServe insurance on that utility. After receiving the letter from ***** ****** and HomeServes name on it I contacted both companies and ******** said I had to call HomeServe so I did and told them that I personally never signed any contract with them to have ******** collect money from me . Their reply was that they have a digitally signed document from me . First off I cancelled them 10 years ago, have no idea how to digitally sign anything or would ever do something like that on line. My argument with both companies is ******** shouldn’t be collecting money for a company that advertises on tv and should be billing their customers separately. I pay ******** for use of electricity. I’ve contacted ****** and ***** ** ***

  Customer Answer

  Date: 04/19/2024

  In regards to my complaint ID ********, when I contacted HomeServe I kindly asked for the representative to mail me a copy of the signed document that I signed with a pen with my signature and his reply was that they have a document with my digital signature. Again I never in my life ever first off heard of such a thing or would know how to do it. Second of all If they have that document that they refused to mail me a copy through the **** why were they able to mail me a letter saying my rates were going up. I asked them to either refund me for the last 10 years they said I was paying on it or refund me for the service I paid out of pocket for that they would have been charged if I did file a claim through them replacing my electrical service. What’s wrong with this whole situation is ******** ***** should only be charging me for my electric. If I agreed to a contract with HomeServe which I canceled after ******** *** quit collecting for them, I should have been contacted by HomeServe acknowledging a means of paying them not ********. I wonder how many other people on a fixed income signed up for paperless electronic billing with ******** and aren’t aware that they digitally signed up for something that they aren’t aware of. I also contacted my local legislator to pass a bill that doesn’t allow a utility company to collect on behalf of another company and they fully agree with me, and are awaiting to see how HomeServe replies. 
  

  Customer Answer

  Date: 04/19/2024

  In regards to my complaint ID ********, when I contacted HomeServe I kindly asked for the representative to mail me a copy of the signed document that I signed with a pen with my signature and his reply was that they have a document with my digital signature. Again I never in my life ever first off heard of such a thing or would know how to do it. Second of all If they have that document that they refused to mail me a copy through the **** why were they able to mail me a letter saying my rates were going up. I asked them to either refund me for the last 10 years they said I was paying on it or refund me for the service I paid out of pocket for that they would have been charged if I did file a claim through them replacing my electrical service. What’s wrong with this whole situation is ******** ***** should only be charging me for my electric. If I agreed to a contract with HomeServe which I canceled after ******** *** quit collecting for them, I should have been contacted by HomeServe acknowledging a means of paying them not ********. I wonder how many other people on a fixed income signed up for paperless electronic billing with ******** and aren’t aware that they digitally signed up for something that they aren’t aware of. I also contacted my local legislator to pass a bill that doesn’t allow a utility company to collect on behalf of another company and they fully agree with me, and are awaiting to see how HomeServe replies. 
  

  Customer Answer

  Date: 04/23/2024

  A lady from HomeServe contacted me and settled my complaint with their company. Her name was Cara F***** and she said since there was no claims on that account since they started collecting from ******** ***** that they would reimburse me the amount withheld. 
  Thankyou,

  ***** ***** 

  Customer Answer

  Date: 04/23/2024

  A lady from HomeServe contacted me and settled my complaint with their company. Her name was Cara F***** and she said since there was no claims on that account since they started collecting from ******** ***** that they would reimburse me the amount withheld. 
  Thankyou,

  ***** ***** 

  

  Business Response

  Date: 04/30/2024

  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 happy to report that the issue is resolved.
  
  In response to this complaint, a member of HomeServe’s Office of the President team (“OTP”) conducted a detailed investigation of the issue and as a result, contacted Mr. ***** on April 23, 2024. While HomeServe deems this enrollment valid, we have extended a gesture of goodwill to Mr. ***** by offering a full refund of the premiums paid as a resolution to this matter. Mr. ***** has 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.

  

  Business Response

  Date: 04/30/2024

  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 happy to report that the issue is resolved.
  
  In response to this complaint, a member of HomeServe’s Office of the President team (“OTP”) conducted a detailed investigation of the issue and as a result, contacted Mr. ***** on April 23, 2024. While HomeServe deems this enrollment valid, we have extended a gesture of goodwill to Mr. ***** by offering a full refund of the premiums paid as a resolution to this matter. Mr. ***** has 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.

  Customer Answer

  Date: 05/08/2024

  Hello ****, as per our conversation I’m still awaiting my Refund from HomeServe that Cara said I should have within 10 working days from April 22,2024 as per her and my conversation.

  Thanks, ***** ***** 

  Customer Answer

  Date: 05/08/2024

  Hello ****, as per our conversation I’m still awaiting my Refund from HomeServe that Cara said I should have within 10 working days from April 22,2024 as per her and my conversation.

  Thanks, ***** ***** 

  Customer Answer

  Date: 05/21/2024

  Hello Mr. Henderson

  I’m reaching out to you about the complaint with HomeServe. I received the refund check last week and my bank informed me that the check has cleared. As agreed I’m willing to have this matter (complaint) closed.  Thank you for your time in resolving this matter and have a great day!

  ***** *****

  Customer Answer

  Date: 05/21/2024

  Hello Mr. Henderson

  I’m reaching out to you about the complaint with HomeServe. I received the refund check last week and my bank informed me that the check has cleared. As agreed I’m willing to have this matter (complaint) closed.  Thank you for your time in resolving this matter and have a great day!

  ***** *****

• Initial Complaint

  Date:04/19/2024

  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.

  They autorenew at a higher rate and do not notify in regards. When trying to cancel, they only try to upsell and transfer to another agent who continues to try to upsell instead of just simply cancel as you ask them to. Then they put you on hold again, by then I would either lose connection or have to deal with one of my own customers. I estimate it must take at least 30 minutes on the phone to finally get them to cancel. Again that's an estimate because I don't have 30 minutes to stay on the phone and listen to all their **. I told them cancel and they still charged me yet again. I have now filed a dispute through my credit card company since they will not simply cancel when you tell them to.

  

  Business Response

  Date: 04/25/2024

  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. The OTP representative made multiple attempts in communicating with Mr. ****** on April 19th, April 23rd, and April 24th, 2024. HomeServe has cancelled Mr. ******’s plans, as requested and issued a refund on April 18th, 2024.
  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

  Date:04/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a service contract for 10 years with this company to perform maintenance and emergency repairs on my Heating and Cooling system. I am required to call and make appointments in advance. Habitually over the past couple of years customer service has employed delaying tactics to schedule an appointment. Last fall I called to schedule heating maintenance and was told that I needed to wait until my system was no longer functional and then call in for emergency repairs, which by the way, requires payment of a fee and the cost of repairs. Today I called to schedule my maintenance for the summer and was told to call back in June. This happened last year and when I did call back, they scheduled me 3 months out. I requested to speak to a manager and was refused. This company's practice is unethical and there are no known ways to get resolution. Customers are at risk for predatory practices.

  

  Business Response

  Date: 05/01/2024

  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 happy to report the issue is resolved.
  
  In response to this complaint, a member of HomeServe’s Office of the President team (“OTP”) conducted a detailed investigation of the issue and as a result contacted Mr. ******** on April 18, 2024, to provide an update. Unfortunately, our system couldn't schedule Mr. ********'s annual A/C tune-up because of the customer's requested availability. However, HomeServe coordinated with our dispatch team, who arranged the appointment for the requested timeframe. Mr. ******** accepted the 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

  Date:04/16/2024

  Type:Order 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.

  Home Serve bought out **** ****** I have purchased my AC, Furnace and Hot water heater (new in 2017) as well as the service plan from **** ****** I called for my yearly service of my AC and 6 out of 7 service advisor said I don't have an account. They stated coverage for appliances which I never signed up for. The 7th advisor actual found the account to inform me it never got transferred over. Bottom line, they will not create a service ticket. I couldn't find the Home Serve in our local BBB. I would like to worn all consumers who were with Home Smart about the issue as well as inform consumers to be weary of doing business with Home Serve. I'm requesting Home Serve honor the agreement they purchased from Home Smart and for Home Serve reimbursement of any service calls I have for my covered items. I do not have the total amount paid to the company as it is automatically paid with my utility bill and I don't have the exact date of the buyout.

  

  Business Response

  Date: 04/24/2024

  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 conducted a detailed investigation of the issue and as a result, called Mr. ********* on April 19, 2024 and advised that we have resolved the migration issues regarding his Preventative Maintenance policies from Xcel and have scheduled his annual AC service for his preferred date. 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.

  

  Business Response

  Date: 04/24/2024

  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 conducted a detailed investigation of the issue and as a result, called Mr. ********* on April 19, 2024 and advised that we have resolved the migration issues regarding his Preventative Maintenance policies from Xcel and have scheduled his annual AC service for his preferred date. 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.

  Customer Answer

  Date: 04/25/2024

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

  My concern has not been completely resolve. Yes, Home Serve did set me up with an appointment on the day I requested. I got a text with an appointment time. I got email with a different time window. I called Home Serve representative Eugene Cardone who is handle this complaint who informed me he would check the transcript.  I do believe I have attached the email correctly. Bottom line, the window is now basically the entire day, an inconvenience to me but at least it will be done.

  I have called Home Serve  Customer Service number to inquire about my service plan who informed me that the A/C coverage has been updated but the Furnace and hot water heater has not. The representative informed me that there is notes in the account about the issue and they were trying to contact Home Smart, Technically, the initial response has been answered and we can close this compliant but I will just open another compliant addressing the furnace and hot water heater. When talking with HomeServe customer service I requested a copy of my coverage when the account is updated. Everything is on a recorded line which they should check. I still would like a copy of my coverage.

  It was my understanding  when Home Serve fixed this issue they we going to contact me prior to closing the complain. They did not.

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

  Customer Answer

  Date: 04/25/2024

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

  My concern has not been completely resolve. Yes, Home Serve did set me up with an appointment on the day I requested. I got a text with an appointment time. I got email with a different time window. I called Home Serve representative Eugene Cardone who is handle this complaint who informed me he would check the transcript.  I do believe I have attached the email correctly. Bottom line, the window is now basically the entire day, an inconvenience to me but at least it will be done.

  I have called Home Serve  Customer Service number to inquire about my service plan who informed me that the A/C coverage has been updated but the Furnace and hot water heater has not. The representative informed me that there is notes in the account about the issue and they were trying to contact Home Smart, Technically, the initial response has been answered and we can close this compliant but I will just open another compliant addressing the furnace and hot water heater. When talking with HomeServe customer service I requested a copy of my coverage when the account is updated. Everything is on a recorded line which they should check. I still would like a copy of my coverage.

  It was my understanding  when Home Serve fixed this issue they we going to contact me prior to closing the complain. They did not.

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

  

  Business Response

  Date: 05/08/2024

  We are in receipt of the rejection response filed by ******* ********* and regret to learn of his 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, called Mr. ********* on May 1, 2024, and advised that we have resolved the additional migration issues regarding his Repair only policies from **** and have confirmed the correct date and time of his annual AC service. 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.

  

  Business Response

  Date: 05/08/2024

  We are in receipt of the rejection response filed by ******* ********* and regret to learn of his 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, called Mr. ********* on May 1, 2024, and advised that we have resolved the additional migration issues regarding his Repair only policies from **** and have confirmed the correct date and time of his annual AC service. 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.

  Customer Answer

  Date: 05/08/2024

  
  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,
  
  ******* *********

  Customer Answer

  Date: 05/08/2024

  
  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

  Date:04/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted HomeServe because of constant moisture in an approximately 2.5 X 2.5 feet section near my sewer line. ****** ******** was sent to investigate and repair the issue. The repair crew arrived on 3/28. The supervisor stated that he MAY have to remove my Japanese Dwarf and any lighting to access the area. He also implied that my Japanese Dwarf if removed might not be covered or placed back in my yard unless maybe, "you can pay one of the ******* guys...". He asked me to sign a waiver allowing him to remove those items IF necessary to complete the repair. I signed the document and contacted HomeServe to inform them of what was discussed. They said everything was covered. ****** ******** proceeded to drive a backhoe onto my lawn and dig up the entirety of the section of my front yard, rather than just the 2.5X2.5 feet section where the moisture presented itself. They removed the soil from the section and dumped it on my lawn without even laying down a tarp to protect the existing lawn. The hole itself was approximately 10 feet deep and 12X12 feet. They secured the section overnight with a thin piece of lime green tape. ****** returned on 3/29 and filled the hole after the **** inspector left at around noon. They once again drove the backhoe onto my lawn to fill the hole. Once they thought they were close to finishing the backhoe driver rang my doorbell and insisted I pay him to put my Japanese Dwarf back. When I told him it was covered, he got angry, stormed back to his truck, and waited for his partner to spread grass seed and hay on my already destroyed lawn and sprinkler system. The entire hole now fills with water when it rains because the soil was not even put back correctly. The pipes from my sprinkler system are now mangled and sticking up from the ground. To date, the Dwarf bust is sitting on my lawn where they left it on 3/29. I contacted ****** ******** ******* and HomeServe. I was told on 4/3 that ****** would be out to fix it. 4/12 nothing!

  

  Business Response

  Date: 04/26/2024

  We are in receipt of the complaint filed by ********* ******** and regret to learn of her dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously and are working with Ms. ******** to resolve the issue to her satisfaction.

  Customer Answer

  Date: 04/29/2024

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

  My property is still horribly damaged. All that was done is HomeServe sent ****** ******** to throw out more grass seed and hay. They also replanted the now-dead Japanese Dwarf Maple that they left exposed on my lawn for a month. Lastly, as I said in my initial complaint, my sprinkler system was destroyed by their use of a backhoe. I reiterate their approach to the problem was incorrect for several reasons. The first was that the initial problem was in a 2.5 X 2.5 feet section by my sewer line, which they were told on their initial inspection. They did an entire 13.5 X 13.5 feet excavation, to do a small simple repair on a 2.5 X 2.5 feet section by my sewer line. The repair could have been done with old-fashioned shovels rather than the unnecessary destruction done by using a backhoe. The destruction and damage was unnecessary. Last Friday's supposed repair job was another example of their reckless extremism. Please explain to me why you need a backhoe to plant a dead tree and spread grass seed and hay. To add insult to injury, these were the same ****** employees who destroyed my yard on March 29th. These guys don't believe in shovels or are too lazy to enlist their use. As I've said previously, you don't need a hand grenade to kill a mosquito! If that wasn't bad enough, the office manager chose to lend his advice to the situation of my lawn and tree maintenance. He suggested that I water twice a day. As I told him YOUR COMPANY DESTROYED MY SPRINKLER SYSTEM. In case the importance of that system is lost on the reader, when I moved into my house in 2002, I didn't have a sprinkler system. As a result, my water bill for that summer was $1,743.44 because I didn't have a sprinkler system and watered my lawn twice a day. That is why I incurred the expense in the first place, to avoid that extremely high expense. My Japanese Dwarf Maple would cost me almost $1,500.00 to replace and the sprinkler system estimate is $4,800.00 before **** permits. I want to be made whole financially especially since all of this could have been avoided with a little common sense by ****** ******** and HomeServe honoring their promises.
  
  Sincerely,
  
  ********* ********

  

  Business Response

  Date: 05/21/2024

  We are in receipt of the complaint rejection filed by Ms. ********* ******** 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 Ms. ********’s complaint, a HomeServe Office of the President (OTP) representative contacted her on May 15th, 2024, to address her concerns regarding the complaint rejection. The OTP member advised that we would review the estimates to replace the Japanese Maple tree and will consider a one time payment as a gesture of goodwill due to the delays in restoration.  In relation to the irrigation system, a waiver, which relinquishes any liability to the contractor, was presented to and signed by Ms. ******** prior to the repair.  We understand Ms. ********’s continued dissatisfaction but maintain that our investigation and resolution align with the terms of her service agreement and are both fair and consistent. 

  We appreciate you bringing this matter to our attention and giving us the opportunity to respond.  We will continue to work with Ms. ******** through final resolution. 

  Customer Answer

  Date: 05/23/2024

  
  Complaint: ********
  
  I am rejecting this response because: HomeServe is attempting to use a waiver that supposedly exists between myself and ****** ********. I reject this reply/action for 3 reasons:

  1. ****** ******** never supplied me with a copy of the document so I cannot attest to its content. Additionally, since ****** is the only one with the alleged document, HomeServe nor I can attest to its original content. ****** ******** proved in its answer to the BBB for this same subject matter that integrity is a quality that they are not familiar with.
  2. Even if the document exists, it doesn't indemnify HomeServe. My contract is with HomeServe, I never hired ****** ********. HomeServe hired them.
  3. HomeServe is supposed to be an insurance provider, yet their actions, in this case, are in opposition to the purpose of insurance: Insurance serves several purposes, but its primary goal is to mitigate financial risk and provide protection against potential losses.
  
  Sincerely,
  
  ********* ********

  

  Business Response

  Date: 06/04/2024

  We are in receipt of the complaint rejection filed by Ms. ********* ******** and regret to learn of her continued dissatisfaction.
  In response to Ms. ********’s Complaint, we provided reimbursement for the replacement of her Japanese Maple tree. Processed on June 3rd, 2024.
  In relation to the irrigation system, we understand Ms. ********’s continued dissatisfaction but maintain that our investigation and resolution align with the terms of her service agreement and are both fair and consistent.

• Initial Complaint

  Date:04/15/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They took money out of bank account and I did not authorize them to do this. They have done it a couple times and I never authorized this. My bank is trying to get my money back. When you call them they never answer the phone. This is scam preying on people.

  

  Business Response

  Date: 04/22/2024

  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, contacted Ms. **** on April 15th, 2024, and confirmed receipt of a signed check and enrollment form validating enrollment on March 1st, 2021. The member reached back out on April 16th, 2024, to confirm the Water Service Line policy had been canceled at the customer’s request. Ms. **** accepted this outcome.
  
  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.

  Customer Answer

  Date: 04/29/2024

  They resolved this complaint to my satisfaction. My mother in law passed away and I have been busy and did not respond to you in time. I am so sorry. I got some of my money back and I am happy with it now. Thank you for your help in this matter. They resolved it.

• Initial Complaint

  Date:04/15/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company double billed my account. The first time on 12/13/2023 in the amount of $113.76, then a 2nd time on 12/19/2023 for $128.88. I called to advise them of double billing and Emma advised they were aware of the system issue that caused the double invoicing and I should receive a refund within 5 to 7 days, this did not happen. I called to cancel on 12/28/2023 over the the phone and they advised it would be several months before a refund could be issued. Service Agreement Number: *********

  

  Business Response

  Date: 04/23/2024

  We are in receipt of the complaint filed by Ms. Genny ******* and regret to learn of her dissatisfaction. HomeServe places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take 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 Ms. ******* on April 16th, April 17th, and April 19th, 2024, both through phone calls and email.
  Regrettably, despite these attempts, our OTP representative was unable to contact Ms. ******* to address her concerns. We encourage Ms. ******* to reach out to us at her earliest convenience. We are committed to resolving this matter.

• Initial Complaint

  Date:04/12/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have been paying for this service for the past several years. First time I used it and discovered the policy covered the bare minimum, basic issues such as replacing the flapper or changing out the pump in the bowl, all of which can easily be done. I decided to cancel the policy and called to find out what my PTD was for the cancellation. Not a single representative could answer the question or even understood biing dates. I was transferred multiple times because "that department answers that." Finally got someone else, explained in as simple terms as i could and he talked in circles. 1 rep had already advised that my payment received 4/2 covered me thru april. This rep so no you should have waited to cancel until right before your next bill was due. Asked about proration and he was clueless. Had to get a sup and she was audibly feeding him whatever answers she thought might shut down the line of questioning. He then starts to say im paying them behind the month so the 4/2 payment was for march but then proceeds to say my coverage start date was Nov 15 and the payment was received Aug 15. When pointing out that would be prebilling he couldnt answer any questions. When asking for the sup "Sky" who was feeding him random answers he hit me with the call center non sense response "my supervisor is just going to say the same thing Im telling you" which is likely true since she was telling him random dates everytime I pointed out how he wasnt making sense. I was tolsd I could not be provided with any bills because they dont have them. Absolute worst customer service Ive experienced. Just bodies in seats picking up the phone. They cant answer a single basic question.

  

  Business Response

  Date: 04/16/2024

  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 April 15th 2024, and provided clarification regarding the billing and cancellation processes. 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 Answer

  Date: 04/17/2024

  
  Complaint: ********
  
  I am rejecting this response because: No one called and spoke to me on April 15th. I received a text message reply on April 16th, which I attached a screen shot of, which says they had not replied yet and would look into it and get back to me. 
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 04/17/2024

  Hi would you please close the complaint. I accept the resolution after speaking with the representative. My follow up response was submitted in error in regards to an unrelated issue. Thank you. 

• Initial Complaint

  Date:04/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Homeserv USA debited my account twice in December 2023 for a single policy; I have made repeated inquiries via telephone with them (customer agent on or about 12/26/23; Scott on 1/7/24 @7:25pm; tom on 1/30/24 @2:30 pm; and Tiffany on3/7/24 @2:15 pm. all four agents acknowledged the double debit, said it was in error, and confirmed I was due refund!! Both Tom and Tiffany assured me that the refund would be transmitted back to my checking account in a matter of days. As of today - April 11th 2024 - NOTHING!!! WHERE THE **** is my MONEY!!! I'm a retired veteran and that money is a trip to the grocery store. HOMESERV has repeatedly lied about my refund though they admit their mistake.

  

  Business Response

  Date: 04/19/2024

  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 Mr. ******* on April 17, 2024 and confirmed that his first refund failed to process. The member advised that we are in the process of re-issuing his refund for the billing error and that he should receive in his account within 5-7 business days. Contingent on receiving the refund Mr. ******* has 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.