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:01/03/2024

  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.

  My daughter & I used to be HomeServe customers for water and sewer exterior lines. We cancelled our Exterior Water & Exterior Sewer Lines Plans on 11/24/2023. We were promised a refund within 30 days, by 12/24/2023. On 12/9/2023 we received our Ext. Sewer Line Plan refund of $31.54 on 12/9/2023 on my **** . However, despite 4 phone calls to HomeServe Customer Service asking when we would receive the $96.27 refund for the Ext. Water Line Service Plan, as of 1/3/2024, 40 days after I cancelled the Ext. Water Line Plan...I STILL HAVE NOT RECEIVED MY REFUND! Francesca, Alecia, and Don in HomeServe Customer Svc. all assured me I'd be refunded on my **** (I pd. w/ a check, which was cashed by HomeServe on 11/2/2023). However, HomeServe is not honoring their word and is not expediting my long overdue legitimate refund. They need to credit my $96.27 to my **** right away, PLEASE!

  Customer Answer

  Date: 01/08/2024

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

   

  See correction below…meant 13 days after 12/24/2023, latest date they said I would be refunded (cancelled plan on 11/24/2023).

   

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

   

  Please let ******* ********** Dispute Resolution Specialist, know that HomeServe finally credited my **** with the refund of $96.27 due me today, 1/6/2024.  They issued it 1/4/2024 after I spoke with Kristy *********, in the Office of the President at the HomeServe ** office.  Like I told Ms. *********, it’s a shame that I had to contact the BBB to get them to credit me with the money they owed me long after they promised I would receive it… no later than 11/24/2023.  Only took them 13 (vs 41) days.  I called her and let her know I’ve received it.

   

  Thanks for getting this accomplished for me.  I’d probably still be waiting for the refund if I hadn’t contacted the BBB.  Hope it helps other clients of theirs.

   

  Happy New Year!  Let’s intend it’s a much better one than 2023!!  ??

   

  Sincerely,

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

• Initial Complaint

  Date:01/03/2024

  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.

  The company took money out of my checking account in December for about $126 which I did not authorize. I usually get the warranty every year and send in the payment but for some reason they took the money out without my authorization. For the last couple weeks I’ve been calling for a refund and they continue to lie to me and promised the refund will be processed in a couple days, And it has not been processed. I’ve called about 10 times and I keep getting lied to. I’m a senior citizen on a fixed income and I need this money but they will not refund it even though they continue to lie and say that it was already approved for the last 3 weeks. Can someone help me please because they are not refunding the money they illegally took out of my account without authorization? They need to refund my money as they promised.

  

  Business Response

  Date: 01/05/2024

  We are in receipt of the complaint filed by Mrs. ********** 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 Mrs. ********** on January 4, 2023. The representative from OTP apologized for the delay in processing the refund. Mrs. ********** informed them that she had received the refund and requested no further communication with HomeServe. The OTP representative added Mrs. ********** to the Do Not Mail as per her request. Mrs. ********** expressed her satisfaction that the issue had been resolved.
  We trust this response satisfactorily resolves Mrs. ********** concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond.  We welcome Mrs. ********** to reach out to us with any further concerns.

  Customer Answer

  Date: 01/09/2024

  
  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:01/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased exterior gas line insurance. On 11/6/23 we smelled gas near our meter. The gas company turned off our gas and took our meter at 8:30am on 11/6/23. I called 11/6/23 at 8:30a.m. to file a claim with HomeServe. The plumbing company could not come out until 11/7/23. We were given 4 times throughout the day on 11/7/23 when the plumber would arrive. The plumber finally arrived around 4:30pm. He repaired the outside gas pipe line at the meter that had the gas leak. He then did the pressure test. After the plumber determined the gas line was repaired and didn't have any other leaks he handed me a quote for $1,500 he said he wouldn't pull a permit and have the line inspected until I allowed them to get my hot water tank up to code. I told him we have a neighbor that is a plumber that could come over and install a purge line and sediment trap which is all the hot water tank needed. He said if I didn't let him do the work on the hot water tank that he wouldn't pull a permit and get the outside line inspected. We were now 2 days with no hot water or heat with kids in the home. The next morning we hired a plumber to come out he said that half the things the plumber said needed done to the hot water tank were not needed. We did not need a drain pan since the hot water tank is in an unfinished room so the cement floor is lower than the rest of the house. The vent pipe was up to code even though they said it wasn't. Even though I had insurance I had to pay the plumber I hired $125 to do a pressure test and $58 to pull a permit to inspect the outside gas line which should have been covered under my policy. They sent out a plumber who didn't complete the job without the permit and inspection I couldn't get my gas meter re-installed. I called homeserve multiple times telling them what the plumbing company was doing and they would not help me. I shouldn't have had to hire a plumber to pull a permit for work the company homeserve sent out did. I needed my gas turned back on

  

  Business Response

  Date: 01/11/2024

  We are in receipt of the complaint filed by Ms. ****** ********* and regret to learn of her dissatisfaction. HomeServe USA places out customers at the heart of everything we do and considers customer satisfaction of utmost importance.
  
  In response to this complaint a member of HomeServe’s Office of the President team “OTP” contacted Ms. ********* on January 4, 2024, and completed a detailed investigation of the issue. While the repairs were completed on November 7, 2023, HomeServe approved reimbursement for the out-of-pocket cost as a courtesy and resolution to this issue. Ms. ********* accepted the 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. 

• Initial Complaint

  Date:01/02/2024

  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.

  I had this warranty when it was under **** and I was happy with it and I'm not mad with it now but they have just made it harder to talk to someone and I have a situation where they are counseling my water flow holes going to my house. I am trying to find out how much did they raise the price up because they seem like they raised the drastically and I suspect it's because I had to use it but anyway I can't get anybody on the phone now I called and it just puts me on hold and never get anybody on the phone

  

  Business Response

  Date: 01/12/2024

  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 pleased to report that we have resolved this issue.
  
  In response to this complaint, a member of HomeServe’s Office of the President conducted a detailed investigation and as a result, spoke with Mr. ******** on January 11, 2023, informing him of his options for re-enrolling in HomeServe coverage online or over the phone.  Mr. ******** accepted this outcome.
  
  We trust this response satisfactorily resolves Mr. ********’s concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond.  We welcome Mr. ******** to reach out to us with any further concerns.

• Initial Complaint

  Date:01/02/2024

  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.

  In September I received a solicitation from my water company for warranty coverage for the service line to my house. On 12/18/2023 I submitted a claim for a service line leak. They were very prompt, the same day I received a call from a local plumber who was out and verified the leak. The next day someone was out to detect exactly where the leak was. On 12/22/2023 a representative called the plumber to advise the policy covered the line from the meter to the shutoff valve, and she was submitting the cost estimate for approval. The same representative, Natasha, contacted me to advise of the same information. I also asked about hotel stay since I had no water and it would be some time still, she transferred me and I received confirmation that it is covered up to $1250. I subsequently spoke with the plumber and they remarked how surprised they were with the news. I then received a call that went to VM and a message was left that the policy did not cover the leak. I reached out to explain what we were both told and they still refused. I asked for it to be escalated and I was then contacted by another person on 12/28/2023. This person maintained the denial and said they had the call and listened to it, but her language indicated otherwise; saying “that’s not what the representative would have said.” If I had initially been told it was not covered I would have moved on, but the representative contacted me to say that said it was covered, and for them to contact me days later to tell me the contrary is unacceptable. They are claiming that the repair is ‘inside’ and therefore not covered. Their own website suggests the contrary.

  Customer Answer

  Date: 01/02/2024

  After I made the initial submission I thought I would be contacted by someone from BBB to discuss the issue and provide more detail.  
  This is an excerpt of the HomeServe website regarding the Exterior Coverage Plus policy. This is in addition to the recorded call (on their end) I received from their representative notifying me that my policy, likely because it was contracted through the water utility company, covered the repair.  This occurred after she had called The Plumbing Company, whom HomeServe had contracted to do the initial inspection and locate of the leak, to notify them of the coverage.

  

  Business Response

  Date: 01/16/2024

  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 we have resolved this issue.
  
  In response to this complaint, a member of HomeServe’s Office of the President conducted a detailed investigation of the issue and as a result, called Mr. ***** on January 4, 2024, and informed him that his water service line repair was covered under the terms and conditions of his service agreement. Mr. ***** accepted this outcome, and the repair was completed on January 5, 2024.
  
  We trust this response satisfactorily resolves Mr. ******* concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond.  We welcome Mr. ***** to reach out to us with any further concerns.

  Customer Answer

  Date: 01/22/2024

  
  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:01/02/2024

  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.

  In January of 2023 I made a service request to homeserv due to my furnace not working. The repairman came said he had to order a part, waited a week and heard nothing. I contacted homeserv again and was told awaiting parts. I waited another week and was given the same answer. This is January freezing cold weather no heat. Waited another week and was given same answer and told I could be reimbursed to buy space heaters, really after 3 weeks. Finally in the 4th week the part arrived. Technician said he suggested replacing the furnace but was denied. I called homeserv and they stated only replaced parts. I requested my account be canceled. Now in November an ach was taken from my account for this service. I called and was told cancelation in January was never submitted. I canceled then and have been waiting a month for my refund. Not very good customer service as far as I'm concerned.

  

  Business Response

  Date: 01/12/2024

  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.
  
  In response to this complaint a member of HomeServe’s Office of the President contacted Ms. ********* on January 12th, 2024. The member advised the refund was resent to her bank account today and should show in the next 3-5 business days. Ms. ********* accepted this outcome.
  
  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: 01/19/2024

  As of today January 19, 2024 this matter has not resolved. I have been waiting on my refund since November 29,2023. I don't believe they take customer satisfaction seriously.

  

  Business Response

  Date: 01/26/2024

  We are in receipt of the complaint rejection 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.
  In response to Ms. *********’s complaint, a HomeServe Office of the President (OTP) representative contacted her on January 22nd, 2024, to address her concerns regarding the complaint rejection. The OTP member advised we would reprocess the refund to the customer’s bank account, and on January 26th, 2024, was able to confirm with the customer that she received the refund in her account.
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond, and welcome Ms. ********* to reach out to us with any further concerns. 

  Customer Answer

  Date: 01/28/2024

  
  Complaint: ********
  
  I am rejecting this response because: the issue was resolved after 2 months. There was very little communication and usually only when I initiated questions concerning the issue.i will not be doing anymore more business with this company.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:01/02/2024

  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.

  Reported an initial clogged toilet on December 16, 2023. HomeServe finally escalated the service ticket to accept my service request from a technician from ***** ******* on or around December 21, 2023. The technician encountered extreme difficulty trying to resolve my clogged drain and made several attempts which included ultimately going on my roof to eliminate the clogged drain. The technician repeatedly needed consulted with a manager and was told he may need to return another day. The technician and ultimately tried another approach which did clear the toilet but subsequently caused a problem with now the kitchen sink and laundry lines. This problem was reported immediately following this initial service visit. Clearly visible to the naked eye is the soot which has backed up in my sink and standing water is now sitting in my washing machine, I have indicated to HomeServe that once again I indicated that this prior service visit has resulted in an additional drainage issue. Based on this another service call was made and accepted by both * * * ******** [subsequently cancelled without notice] and later dispatched to the same contractor ***** ******* on Tuesday, December 26, 2023. The technician with ***** ******* has indicated that he was unable to resolved the problem and after consulting with the manager; he indicated that the company would need to notify HomeServe and receive an approval to replace the entire drain line that connects the kitchen sink and washer. Today is Sunday, December 31, 2023 and I have called repeatedly to as for an update on my service request and have been met with repeated stonewalling of your company has not received any updates from ***** ******* and therefore unable to proceed further. The two primary contractors assigned to this claim have repeatedly failed to resolve my claim and has in fact cause additional damage and inconvenience of my household and all without any intervention nor resolution from HomeServe.

  

  Business Response

  Date: 01/15/2024

  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 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 to Ms. ****** on January 5, 2024, who confirmed that ***** ******* ******** was on the premises carrying out the repair. The representative made additional attempts to contact Ms. ****** on January 8 and 9, 2024, but had to leave voicemail messages. Additionally, an email was sent to her on January 9, 2024, to inquire about her satisfaction with the repair.
  
  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.

  

  Business Response

  Date: 01/15/2024

  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 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 to Ms. ****** on January 5, 2024, who confirmed that ***** ******* ******** was on the premises carrying out the repair. The representative made additional attempts to contact Ms. ****** on January 8 and 9, 2024, but had to leave voicemail messages. Additionally, an email was sent to her on January 9, 2024, to inquire about her satisfaction with the repair.
  
  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: 01/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:  The technicians indicated that stoppage has been resolved when in fact it only appears to resurface in another area of my home.  My initial report for Home Serve was for a stoppage of a toilet; the repair technician remedy resulted in pushing the stoppage to another sewer line resulting in a problem with the kitchen sink and overflow to my washing machine.  Subsequently, two weeks later there is once again gurgling in my toilet when the other toilet in my home is flushed.  The remedy was told to replace the sewer line; however the new technician declined to install or replace the sewer line and proceeded to rod the sewer lines.  Visible was the reason for the blockage which was never removed but appears to just be moving to different various areas of the sewer lines.
  
  Sincerely,
  
  ******** ******

  Customer Answer

  Date: 01/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:  The technicians indicated that stoppage has been resolved when in fact it only appears to resurface in another area of my home.  My initial report for Home Serve was for a stoppage of a toilet; the repair technician remedy resulted in pushing the stoppage to another sewer line resulting in a problem with the kitchen sink and overflow to my washing machine.  Subsequently, two weeks later there is once again gurgling in my toilet when the other toilet in my home is flushed.  The remedy was told to replace the sewer line; however the new technician declined to install or replace the sewer line and proceeded to rod the sewer lines.  Visible was the reason for the blockage which was never removed but appears to just be moving to different various areas of the sewer lines.
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 01/26/2024

  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 this complaint, a member of HomeServe’s Office of the President (“OTP”) reviewed the relevant account details. The OTP representative tried to reach Ms. ****** multiple times on January 24, 2024, leaving a voicemail and sending an email to prompt a return call. Another attempt to call Ms. ****** was made on January 25, 2024, but her voicemail was full, preventing the OTP representative from leaving a message. We encourage Ms. ****** to get in touch with HomeServe should she continue to experience problems with her Sewer Septic Line.
  
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond. 
  

  

  Business Response

  Date: 01/26/2024

  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 this complaint, a member of HomeServe’s Office of the President (“OTP”) reviewed the relevant account details. The OTP representative tried to reach Ms. ****** multiple times on January 24, 2024, leaving a voicemail and sending an email to prompt a return call. Another attempt to call Ms. ****** was made on January 25, 2024, but her voicemail was full, preventing the OTP representative from leaving a message. We encourage Ms. ****** to get in touch with HomeServe should she continue to experience problems with her Sewer Septic Line.
  
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond. 
  

• Initial Complaint

  Date:01/02/2024

  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.

  My ********** was charged by Homeserve three times for the amount of $143.88, once on 11/17/2023, again on December 20, 2023 and again on December 31, 2023. I’ve made numerous calls but have been unable to speak with a manager to get my money refunded. Even though I’ve had this warranty contract more than 6 years Homeserve has deleted my payment history. Per phone, the representatives can not see where my payments are. I relayed to Homeserve that I did not want automatic renewal but apparently they stored my credit card information because they have charged it two times in December in error. I had no need to authorize payments in December because I had made the annual payment in November. But, Homeserve cannot find those payments. I’m asking the three payments be refunded to me. I plan to cancel this warranty.

  

  Business Response

  Date: 01/12/2024

  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 January 8th, 2024, to advise that the refund was processed.  On January 9th, 2024, Ms. ******* confirmed the refund was processed back to her credit card.
  
  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.

  

  Business Response

  Date: 01/12/2024

  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 January 8th, 2024, to advise that the refund was processed.  On January 9th, 2024, Ms. ******* confirmed the refund was processed back to her credit card.
  
  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: 01/13/2024

  I notified Homeserve on January 10, 2024, that HomeServe had made TWO refunds to my ********** account. One for the disputed amount of $431.64 which is the correct amount I wanted refunded.

  The second refund from HomeServe posted to my ********** on January 10, 2024 (same day), was for $413.16. I emailed HomeServe on January 10,2024 to ask if the second refund of $413.16 was another correction of some kind. I did receive the following reply from HomeServe on January 10, 2024, "I am checking on the additional refund received of $413.16 now".

  As of January 13, 2024, I have not received an explanation for the second refund. I don't know how to proceed with this complaint as HomeServe has not provided any information about the second refund of $413.16.   

  Customer Answer

  Date: 01/13/2024

  I notified Homeserve on January 10, 2024, that HomeServe had made TWO refunds to my ********** account. One for the disputed amount of $431.64 which is the correct amount I wanted refunded.

  The second refund from HomeServe posted to my ********** on January 10, 2024 (same day), was for $413.16. I emailed HomeServe on January 10,2024 to ask if the second refund of $413.16 was another correction of some kind. I did receive the following reply from HomeServe on January 10, 2024, "I am checking on the additional refund received of $413.16 now".

  As of January 13, 2024, I have not received an explanation for the second refund. I don't know how to proceed with this complaint as HomeServe has not provided any information about the second refund of $413.16.   

  Customer Answer

  Date: 01/16/2024

  Complaint #******** has been resolved with a full refund. 

  Customer Answer

  Date: 01/16/2024

  Complaint #******** has been resolved with a full refund. 

• Initial Complaint

  Date:01/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a contract with Home Serve for many years and I have never had a problem until now. Since the season began, I have had to reach out at least four times due to non heat issues. Most recent was the 30th of December. I was given an appointment after the New year, which is puzzling, because the company claims to have 24/7 emergency service. Needless to say I had to go without heat throughout the holiday- I am a senior citizen. Was given an appointment the 2nd of January 2024 between the hours of 8:00-1200. As I wait , I decided to call to confirm the appointment, then discovers the appointment was moved between the hours of 4:00-8:30 without them notifying me. I will mist likely search for another reliable company when my contract ends.

  

  Business Response

  Date: 01/15/2024

  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 are happy to report that we have resolved this issue.
  
  In response to this complaint, a member of HomeServe’s Office of the President conducted a detailed investigation. On January 3, 2024, Ms. ****** confirmed that her repair had been completed and that her heat had been restored.  We have provided Ms. ****** with a discount on her Premier Heat Plus coverage for the remainder of her term.  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.

  

  Business Response

  Date: 01/15/2024

  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 are happy to report that we have resolved this issue.
  
  In response to this complaint, a member of HomeServe’s Office of the President conducted a detailed investigation. On January 3, 2024, Ms. ****** confirmed that her repair had been completed and that her heat had been restored.  We have provided Ms. ****** with a discount on her Premier Heat Plus coverage for the remainder of her term.  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: 01/16/2024

  
  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: 01/16/2024

  
  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:12/28/2023

  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.

  I cancelled two policies with Home Serve on November 14, 2023. The confirmation number is ******** They are suppose to refund me 83.21 for the cancelled policies, but so far I have not received anything. I have talked to customer service 3 or 4 times and they informed me the refund was approved but nothing has been credited to my account. I have also sent a Demand for Payment letter, but I have not received a response. The letter was sent to: HOME SERVE **** *** ******* ************ ** *****

  Customer Answer

  Date: 01/01/2024

  i HAVE RECEIVED THE FUNDS OWED TO ME FROM HOME SERVE ON 12/29/23. THEY CONTACTED ME AFTER THEY RECEIVED MY COMPLAINT.

  SO WE CAN CONSIDER THIS MATTER RESOLVED. THANK YOU FOR ALL YOUR HELP.