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:11/01/2023

  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 pay Homeserve USA a substantial fee in exchange for repair services they pledge to arrange if my home heating system fails and requires repair. I first filed a claim on Oct. 17 because my heat was not working. While they assured me I would be contacted by one of their chosen HVAC service companies, I have not been contacted by such a company nor has Homeserve followed up with me. This despite THREE follow up calls I have made to Homeserve, on Oct. 18, Oct. 24 and Oct. 30. Meanwhile I am without heat for the past two weeks and now temperatues are plummeting. On the last 2 calls on 10/24 and 10/30 I reiterated the urgency of getting a company to fix my system and get heat back on, and each time Homeserve promised the issue would be escalated and their "deployment" team would respond to me within two hours of my call. Those were lies...Homeserve failed to call me both times. This is the same pattern of not providing the services they are contractually obligated to provide me under my annual contract that began with similar lack of follow up in July and inability to find an HVAC company and arange for them to service my cooling system. This company is horribly unresponsive in addition to failing to deliver according to its contractual obligation under my Service Agreement with them (#58297240). I am now desperate enough after two weeks of no heat in my house to call a local HVAC company to have a new heat pump ordered and installed which will be my responsibility to pay for rather than Homeserve repairing my existing unit under their repair plan, which they have failed to honor.

  

  Business Response

  Date: 11/13/2023

  We are in receipt of the complaint filed by ****** **** and regret to learn of his dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously and are working with Mr. **** to resolve the issue to his satisfaction.
  In response to this complaint a member of HomeServe’s Office of the President contacted Mr. **** on November 1, 2023. The member advised he was approved to get his own preferred contractor and be reimbursed for his repair. Mr. **** accepted this outcome and will be forwarding our member the paid invoice once received.
  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: 11/13/2023

  I do not consider the case resolved until the repair is done to my heating system and Homeserve has furnished its reimbursement under my contract with them. I have now been without heat for 4 weeks and having difficulty getting my own service company to perform the required work. After I filed my complaint with BBB, Homeserve notified me they had a company accept their work order and I should expect a call from that company, *** ***** ** ******** **. That was November 3rd and I still haven't received a call from the company Homeserve identified. 

  

  Business Response

  Date: 11/28/2023

  I received a comment on complaint ID ******** and wanted to give you an update. The customer did email me back on November 21, 2023, 4:36 PM regarding the additional comments left after my response and advised, “I received the reimbursement check today, so thank you for expediting the payment via *****. I consider the claim handled to my satisfaction, if you want to let BBB know I will sign off and close the file.”

  If needed, I can post a formal response to this case today. Please let me know if you have any questions.

  Customer Answer

  Date: 11/28/2023

  
  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:10/31/2023

  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.

  On February 17, 2023, I paid $554.13 to Home Serve USA for a yearly Premium Plus Heat service plan. Property is at located at ***** **** **** ********** ** *****. On September 13, 2023, I canceled this service plan and was informed that I the service plan was paid in in full for a twelve-month period and I would receive a refund for the remaining months (6months). On October 5, 2023, I called Home Serve USA as to the status of my refund. I was informed that due to a processing error the refund was delayed, and I should expect a refund check within 14 days. On October 31, 2023, I once again called Home Serve USA as to the status of the refund I was informed that the refund was rejected because they performed a yearly heating system tune up. Included in the service agreement heating tune up is preformed yearly at no additional cost. I was further informed by Shaun at Home Serve USA that if I chose to pay the premium on a monthly basis the service plan would be canceled without any additional charges, but because I pay the yearly premium in full I would not receive a refund for the remaining canceled months. When ask Shaun why if premium was paid on a monthly basis there is no addition charge for remaining months, however there is no refund for remaining months if premium is paid yearly basis. His response was that’s the system. I am requesting a refund of $277.08 (46.18/mo. X 6 months refund)

  

  Business Response

  Date: 11/13/2023

  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 conducted a detailed investigation of the issue and as a result, called Mr. ***** on November 10, 2023, and offered to provide a pro-rated refund of his annual term payment.  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: 11/13/2023

  
  Complaint: ********
  
  This issue is no resolved until I receive the agreed refund
   Previously there was an agreement to a refund in which Home Serve later reneged. I only became aware that Home Serve refused to honor the agreement when I called as to the status of the refund. Therefore, I will consider this issue resolved upon payment.

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

  

  Business Response

  Date: 11/21/2023

  We are in receipt of the rejection response submitted by Mr. ***** ***** 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.
  
  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 November 10, 2023, and offered to provide a pro-rated refund of his annual term payment.  Mr. ***** confirmed that he has received the refund check on November 21, 2023.
  
  We trust this response satisfactorily resolves Mr. *****’s complaint. 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: 11/21/2023

  
  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.
  
  Thank you. with out the assistance of the Better Business Bureau I believe Home Serve would have not refund me 

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

• Initial Complaint

  Date:10/31/2023

  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 opted to pay a monthly fee of $18.99 for coverage of my furnace through our local ******* ****** Utilities. This coverage allows you to make service calls where they are to send a licensed technician to your property to make repairs to whatever you have the coverage for. I called HomeServe on Saturday morning when we first noticed that our furnace had stopped working. They stated that a technician would not be available until Monday morning. I stated that it was 35 degrees outside and that we needed heat. I was told that they would send an email to escalate the request. I was told that we would be contacted by a technician. I called again on Sunday to inquire about the sending a technician to which I was told the same thing. It is now Monday and I have taken work off to be at home when the technician would get here, I just called HomeServe again and they had ME give THEM names and phone numbers of technicians who they could contact to set up something! Why am I paying for a service when they have NO ONE LOCALLY who can make emergency repairs? It is currently 27 degrees out and 48 degrees in my home. I feel that if they are going to offer service to a particular area, then they had better have technicians readily available to send out.

  

  Business Response

  Date: 11/07/2023

  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 continue to communicate with Mr. *** to address her concerns.  
  In response to this complaint, a member of HomeServe’s Office of the President conducted a detailed investigation. On November 1, 2023, the OTP representative had a conversation with Ms. ***, who verified that the contractor had visited on October 31, 2023, and successfully restored the heating system. Additionally, the technician has placed an order for a necessary part of the heating system, which will be installed once it has been delivered. HomeServe is committed to working with Ms. *** until the matter is completely resolved.
  
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond.  

  Customer Answer

  Date: 11/07/2023

  While we were provided a temporary fix for our furnace, we have not been contacted yet for them to install the new part that was ordered, which was 1 week ago.  I will consider this matter closed once that happens.

  

  Business Response

  Date: 11/20/2023

  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 continue to communicate with Mr. *** to address her concerns.  

  
  In response to this complaint rejection, we acknowledge that a technician visited the premises on November 16, 2023, following a recurrence of the heating issue. There is an ongoing difficulty in securing the door switch initially recommended on October 31, 2023. HomeServe are committed to working with Ms. *** to fully resolve this situation.
  
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond. 

  
  

• Initial Complaint

  Date:10/30/2023

  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.

  Early in July 2023, I started to notice the drains in my home were not draining as they should. I snaked all the drains and still had the same problem. I called Mr. ******, my go to plumber, to see what the problem was. Mike, from Mr. ****** thought maybe the underground pipes needed to be cleaned out. Mike called his manager, Bret, to assess the problem. They opened the drains and ran their remote camera into the pipes to find the old clay tiles were broken and leaking and should be replaced. (I have pictures and videos) I had them quote the repair and the quote was $9500. This was on Thursday, July 13, 2023. I asked when they could do the work. Bret needed a couple of days to pull permits and would start on Tuesday, July 18, 2023, and to replace the pipes would take one day. After the job was done, I contacted the ******** ******* ********/HomeServe USA Corp., (*****) Water and Sewer Line Protection, **** *** *** *********** ** ***** for reimbursement for my out-of-pocket costs. So far, not a good experience. I have emailed them (******************************) several times to get restitution with absolutely no response from anyone at ***** I dialed every phone number I could find on the internet and elsewhere (###-###-####, ###-###-####, etc.) all numbers go directly to their call center. You are unable to talk to anyone with authority because the call center associates can't transfer your call to anyone in management. I finally did receive an email saying they were going to give me a “one-time forgiveness payment” of $451 for being a loyal customer. I have been a customer of ***** since 2017. And this is how they treat a loyal customer! My last email to them was sent on October 10, 2023. Because of this, I've had to take out a second mortgage on my home to cover the expense I put on a credit card thinking I would receive a check within 30 days from the Sewer service plan. So far, to date the only check I've received is for $451. ***** ** ***********

  

  Business Response

  Date: 11/10/2023

  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 conducted a detailed investigation of the issue and as a result, called Mr. *********** on November 10, 2023, and offered to provide additional reimbursement toward the expense of having his sewer line replaced.  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: 11/13/2023

  
  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:10/26/2023

  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.

  I have been a HomeServe customer since February 2023, and I have purchased a variety of their plans. I have contacted HomeServe regarding hearing a possible water leak in my home. HomeServe sent a third party plumber to resolve the issue on 10/13/2023. On 10/13/2023 it was discovered that my main water line valve was broken and needed to be replaced, it was also discovered that my pressure reducing valve needed to be replaced as the water pressure was above the legal limit. My warranty with HomeServe covered the replacement of the main water valve, but did not cover the expense of the pressure reducing valve. An out of pocket expense of $450 was occurred at this time although the terms and conditions state that I am not to pay for service calls. After repairs were completed it was apparent that the sound of the water leak was much louder. The third party plumber called HomeServe while at my home and stated the repairs made did not resolve the issue, and that a separate company would need to come out as it is a possibility that the leak is coming from the exterior of the home. HomeServe assured me that the issue would be re-routed to a separate plumber, however I never received any follow up. After calling HomeServe multiple times they finally sent a new company out who stated the issue is outside of the home. HomeServe contacted me by phone stating they would make a decision to cover the repair in 72 hours. I was contacted by HomeServe and told the issue would not be covered as it is a pre-existing issue. After reviewing the terms and conditions which states I’m ineligible if “ A Line with a pre-existing condition, defect, or deficiency that You are aware of prior to the Start Date of Your first Term” as I am not a plumber I was not aware of what the exact issue was until I was made aware of the issue from the plumber on 10/13/2023. I reached back out to HomeServe to discuss terms and conditions and asked to speak with a supervisor, I was then hung up on.

  

  Business Response

  Date: 11/07/2023

  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 October 27th, 2023, and advised we were moving forward with her repair. 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: 11/07/2023

  
  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:10/25/2023

  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've been a customer of HomeServe for about 16 months for water service line repairs. In May 2023, my town contacted me indicated that I have a water leak. After significant difficulty in finding a provider, they finally connected me with *********. ********* for many months indicated they would do the job, but on October 24 ********* decided they would no longer do it. Now HomeServe is saying they have to review the job and may no longer cover it because of how long it took ********* to cancel. This is not my fault that these two companies could not work together and I want my repair to be completed and covered

  

  Business Response

  Date: 11/06/2023

  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 continue to communicate with Mr. ********'s to address his concerns.

  In response to this complaint, a member of HomeServe’s Office of the President conducted a detailed investigation. On November 2, 2023, they engaged in a conversation with Mr. ******** and verified that the job had been assigned to a contractor. Currently, we are awaiting the results of a leak detection test from our network contractor to pinpoint the exact location of the leak. Once this is completed, we will promptly provide a diagnosis and estimate for any covered repairs. HomeServe's is committed and will continue to work with Mr. ******** until the matter is completely resolved.

   

  We appreciate you bringing this matter to our attention and giving us the opportunity to respond. 

  Customer Answer

  Date: 11/08/2023

  
  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:10/25/2023

  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 entered several home warranty plans with Homeserve USA. My plan for my heating and AC states if the unit is beyond repair a one time amount of $750 would be given towards replacement/ installation of unit with technician of my choice. I was advised on Aug 29 2023 that my unit need to be replaced the company they sent could provide a ******* AC cost being around 5 thousand dollars. I was informed they would pay $750 and I would be responsible for the balance. I advised this amount was small in contrast to what would be paid for repairs. I declined the ******* offer. I read the contract to see the $750 replacement clause and Called a vendor of my choosing to replace my current aging ****** system with new units. My request for my $750 as stipulated in the contract has been met with rude hangup from service reps, promised supervisor call back that never happened. Called on Sept 23 and spoke with supervisor that demand I send proof of new units in order to receive the $ 750 stated in the contract. I advised him this is not in the contract and my invoice is my personal business. I advised him if payment is not received in the 60 day time frame as specified in the arbitration process that would be my next step. Today Oct 24 I found via my bank drafts they are still debiting my account for heating and ac repair services. This adds insult to injury when they have not paid for the unit that has been replaced with 2 new ****** AC and 2 new furnaces.

  

  Business Response

  Date: 11/06/2023

  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 of the issue and as a result, called Ms. ****** on October 27, 2023, and offered to disburse $750.00 toward the replacement of her AC unit, consistent with the terms and conditions of her Premium Heating and Cooling Repair service agreement. 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.

• Initial Complaint

  Date:10/24/2023

  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.

  Homeserv is not taking responsibility for one of their vendors, **** **** ********, incorrectly diagnosing a problem. They made us tear out walls, ceilings and trim in our finished basement to "diagnose an issue." I disagreed the 2nd time this plumber came out and requested them send a new vendor. The 2nd vendor that came out was able to snake the line, which required no tearing apart of walls, trim, columns. Now we are left with holes and destruction in our basement due to the fault of **** **** and Homeserve incorrectly assessing the situation. We have $2600+ in costs (just painting, not even fixing the wall and trim) we are now incurring to fix the basement and paint it all. This didn't even have to be done in the first place and Homeserve and their vendor are not taking any responsibility. This needs to be made right.

  Customer Answer

  Date: 10/24/2023

  They have again denied my complaint claim as of this AM. 
  

  Saying they don't need to pay for access to repair areas. However...  no repair was made or needed, as confirmed by their 2nd vendor sent out. Their 1st vendor incorrectly informed us on everything. Nothing needed to be torn out. 
  

  The drain line was snaked from the sinks above... needing no access through our walls, ceiling or trim. 
  

  They need to take responsibility, now, for their error.

  

  Business Response

  Date: 11/09/2023

  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 actively engaging with Mrs. ***** to address her concerns.
  
  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 November 7, 2023. During the call, it was explained that under the Interior Plumbing and Drainage Service Agreement, certain exclusions apply as per point 3 of the Excluded Damages section (refer to “Limits of liability”), including damages arising during access to the repair site. Our records indicate that our network contractor, **** **** ******** (“**** ****”), found several code violations and needed access for complete diagnosis.
  
  Mrs. ***** was informed that providing access and the subsequent repair of walls and ceilings were her responsibility as these are not covered under the Interior Plumbing and Drainage Service Agreement. As a gesture of goodwill, we offered Mrs. ***** a courtesy amount of $500.00 towards her expenses, which she accepted. We are currently awaiting the return of the necessary paperwork from Mrs. ***** to process this payment.
  
  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.
  

• Initial Complaint

  Date:10/24/2023

  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.

  This company has been charging me without my knowledge or consent since 2021. I only know this because I received a letter to renew services with them. I never signed up for their services and would like a full refund. They have been charging me $14.48 per month since 2021. Again, I did not sign up for this service nor did I give Centerpoint energy permission to enroll my account with them.

  

  Business Response

  Date: 11/03/2023

  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 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 Ms. ***** on November 3rd, 2023, and offered a full refund of the customer’s paid premiums for both of her policies with HomeServe. 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.
  

  

  Business Response

  Date: 11/03/2023

  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 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 Ms. ***** on November 3rd, 2023, and offered a full refund of the customer’s paid premiums for both of her policies with HomeServe. 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: 11/06/2023

  
  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: 11/06/2023

  
  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:10/24/2023

  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.

  Home Serve a third party to ***** *** company has been charging me for the last two years because they have a signature from me for a paper work they sent under ***** *** company. This is fraud to send out contracts under the main business, ***** ***. I thought it’s from gas company and I signed the paper as I thought it’s required. They have service protection program.

  

  Business Response

  Date: 10/31/2023

  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 take customer complaints seriously.  We are happy to report that Ms. *********** has accepted HomeServe’s resolution of her complaint.
  
  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 October 24, 2023. HomeServe provided Ms. *********** with her signed HomeServe enrollment form and cancelled her Gas Line plan, as requested.  ***** *** has partnered with HomeServe to offer a suite of optional service plans that cover repairs to a variety of home systems. The service plans are designed to protect homeowners from the inconvenience and unexpected expenses created when one of these systems fails. This program is one that ***** *** supports and entirely optional. In addition, as a gesture of goodwill, HomeServe extended Ms. *********** a refund equivalent to one year of plan premiums. Ms. *********** has 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.
  
  
  

  

  Business Response

  Date: 10/31/2023

  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 take customer complaints seriously.  We are happy to report that Ms. *********** has accepted HomeServe’s resolution of her complaint.
  
  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 October 24, 2023. HomeServe provided Ms. *********** with her signed HomeServe enrollment form and cancelled her Gas Line plan, as requested.  ***** *** has partnered with HomeServe to offer a suite of optional service plans that cover repairs to a variety of home systems. The service plans are designed to protect homeowners from the inconvenience and unexpected expenses created when one of these systems fails. This program is one that ***** *** supports and entirely optional. In addition, as a gesture of goodwill, HomeServe extended Ms. *********** a refund equivalent to one year of plan premiums. Ms. *********** has 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.