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

  PO Box 1656 Marietta, GA 30061-1656

• 

  HomeServe USA

  Lincoln, NE 68501

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:09/08/2023

  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 called HomeServeUSA as a new homeowner in *** ****** on July 25, 2023. I was told they would "mail the plans" to me. Unfortunately, after many calls to HomeServe USA as of today, September 7, 2023, I have not received the plans in the mail. When I spoke with one of their representatives tonight I logged on to the system only to recognize my home address was incorrect thus, probably the reason I never received the plans. I saw this error tonight and called immediately to inform the company. The young lady made the change in the system, but I told her I wanted reimbursement for the 2 months that I didn't have service. If I don't have written plans then I don't know what services are provided. I work with contracts daily and once there is an agreement, I share the contract with the company where I conduct business. Several times during these months I asked for the documents to be emailed or mailed to me which never happened. During my conversation on August 28th, I was told a manager would call me, but no one called. Today is Sept 7th and I called to inquire about my documents!!! This is below poor service and contractual agreements. I told them to CANCEL my agreement because if these past 2 months are any indication of their services, I'm not interested.

  

  Business Response

  Date: 09/21/2023

  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.
  
  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, contacted Ms. ****** on September 8, 2023, to discuss her concerns. At this time, Ms. ******’s policies have been cancelled, per her request, and no payments were received.  We tried reaching out to Ms. ****** but were unable to connect after multiple attempts.
  
  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:09/06/2023

  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.

  On 6/11, the Homeserve sent an AC tech to my home to perform a routine inspection of my AC units, and during the course of their inspection they inspected and manipulated the AC air-handlers located in the attic above my daughter's bedroom (who was away at Camp and who did not return until August 12th. ON 6/12 my wife noticed water pouring through a hole which had openend in my daughter's and just over her ceiling fan (the hole had not been there before). The water poured through the fan destroying the motor and electrical components and then proceeded to pour onto and my daughter's carpet causing the carpet to buckle. ON 6/12 I called homeserve and to their credit they came out a few hours after I called and the tech fixed something that had been broken in the air handler located in the attic, directly over my daughter's during the course of their visit on 6/11. Thankfully this caused the water to stop coming through the ceiling fan. On 8/15, 8/30 and 9/6 I called homeserve to follow up on my damage claim from 6/12. Each time I called I was told that someone would call me in 24-48 hours about my claim (and was also told that someone had tried calling me earlier and that my claim had been resolved). Unfortunately, to date, no one from homeserve has called me about my claim. I have since had to purchase a new ceiling fan (and paid an electrician to take down the destroyed ceiling fan and replace same with a new ceiling fan-same exact model). I have also had to replace the wet carpeting in my daughter's bedroom which was buckled and beginning to mildew and replace same. As all of this was necessitated through the extreme negligence of the Homeserve tech on June 11th, I want to be compensated for what the Homeserve tech destroyed. This does not even take into consideration the damage caused to the ceiling in the bedroom.

  

  Business Response

  Date: 09/20/2023

  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 working with Mr. *** to resolve the issue to his satisfaction.
  A member of HomeServe’s Office of the President sent documentation to Mr. *** on September 18, 2023, for his review. We are actively working towards a resolution and will continue to support Mr. *** in any way possible.
  We appreciate you bringing this matter to our attention and allowing us to respond. We welcome Mr. *** to reach out to us with any further concerns.

• Initial Complaint

  Date:09/06/2023

  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 filed a claim 2 weeks ago due a leak in my water line. The last several months this has happened and they would repair with a band aid. It has happened again and Homeserve is moving slow to correct. It has been over 2 weeks and I have NO WATER. I keep calling customer service but they say it is in review and I can never speak to anyone who knows what is going on.

  

  Business Response

  Date: 09/19/2023

  We are in receipt of the complaint filed by Ms. ******* *****, on behalf of ***** ******* 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 team (“OTP”) conducted a detailed investigation of the issue and as a result contacted Ms. ***** on September 16, 2023. As a courtesy, HomeServe is repairing 350 feet of the 1100-foot line. Although, per Terms and Conditions, eligibility requirements state “If Your Exterior Water Service Line is more than five hundred feet (500’) in length, then You are not eligible for this coverage.”  Ms. ***** accepted the 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.

• Initial Complaint

  Date:09/05/2023

  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 have had homeserv for many years for home care plans and have never had any issues. I decided to add garage protection and was told by an agent I needed to bundle services. I was never informed that there would be a new company involved or a service fee. September 1st an h vac tech from ******** (Chad) advised that my ac blower was out from normal wear and tear and was covered by warranty. He stated he would be back later to replace. I got a call at 6 pm the same day from Alecia from ***** stating that she would charge me 500$ to clean the area before replacing blower. I advised I gave never had any fees or issues with homeserv for service and she said well they contracted us and if you don’t pay it we won’t fix it. I have not had ac for 4 days and I have a sick child. I also recently had surgery. Homeserv never told me about hidden feed or that bundling would put me with another company. All calls are recorded and I want that call pulled and listened to. I have had to spend my mortgage money to authorize this cleaning I’m being scammed into paying for. I want my money back and I am contacting an attorney as well as discussing this issues on all social media platforms. I have talked to *****visors Duchess , Missy from homeserv as well as Christina from *****. Christina also agrees the fees are excess but states she won’t allow me to get cleaning from another company or authorize the blower to be replaced unless I pay this fee. I was offered an 848$ check for the blower but then I’d have to wait 45 days and I’m sure we’d be dead for heat exhaustion.

  

  Business Response

  Date: 09/19/2023

  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.
  
  In response to this complaint, a member of HomeServe’s Office of the President contacted Ms. **** on September 5, 2023, and completed a detailed investigation of the issue. Even though Ms. ****’s Total Home Warranty plan has transitioned to Hello *****; as a one-time courtesy, she was provided a monetary goodwill gesture of the service call fee. 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.

  Customer Answer

  Date: 09/19/2023

  
  Complaint: ********
  
  I am rejecting this response because: I did not accept any goodwill fees!!! Homeserv  never told me I was being transitioned over to *****. I would of never agreed to it!! Furthermore I have asked for calls to be pulled to confirm this as to all calls are recorded. I want my 500$ back I was charged from *****. Even the techs that came out stated that they did not charge 500$ to clean a blower fan. Homeserv is deceitful and fraudulently signing customers up for service without full explanation they will  no longer be the servicer. I will contact an attorney and have made my bank aware of this experience. Refund me now and switch me back from ***** to Homeserv!!! I have had you guys for years without issue until this experience. Y’all know that this is an error on the agents part from Homeserv not explaining properly and giving false information due to ignorance or lack of training!!!!
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 09/29/2023

  We received the rejection to our initial response and regret to hear of Ms. ****’s 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 contacted Ms. **** on September 25, 2023, and completed a detailed investigation of the issue. Even though Ms. ****’s Total Home Warranty plan has transitioned to Hello *****; as a one-time courtesy, she was provided a monetary goodwill gesture of the service call fee and out of pocket costs. 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:09/01/2023

  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 have a service protection plan with HomeServe which covers drainage of my inside plumbing. When my bathtub stopped up I requested services. The earlier part of July they ran a snake and few days later the same problem occurred. I requested a second visit and asked them to run a camera to find the problem. The technician ran a small amount of water in the water in the tub and said nothing was wrong. When it rains and I fill my tub half full, it won’t drain properly. They refuse to search further for the problem. The company they use is **** **** ###-###-####. Dates 7/6/23 and July 17.

  

  Business Response

  Date: 09/13/2023

  We are in receipt of the complaint filed by Ms. ****** ***** and regret to hear of her dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We are happy to inform this issue has been resolved.
  
  In response to this complaint a member of HomeServe’s Office of the President (“OTP”) contacted Ms. ***** on September 1, 2023, and completed a detailed investigation of the issue. The OTP agent arranged for one of our trusted network contractors to return to her property to carry out additional investigation. On September 11, the service provider scoped the line and found no breaks in the line. The OTP agent spoke to Ms. ***** on September 13, 2023, to ensure her satisfaction with the visit and she is pleased with the 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: 09/14/2023

  I am satisfied with the results. The technician said he only found some type of build up in the line which he washed out. Thanks for your assistance.

• Initial Complaint

  Date:08/30/2023

  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 interior/exterior plumbing coverage through the above referenced company. On 8/20, I attempted to shower & realized that the drain in my shower was blocked & no drainage was occurring. I attempted an over the counter remedy, but it did not resolve the problem. On 8/21 or 8/22, I contacted HomeServe to file a request for repair. I was informed by the rep that I would be contacted w/in 24 hours by a local company that would come to inspect & repair the problem. After the initial 24 hours passed w/out receiving any notification from the company nor a local plumbing company, I contacted HomeServe again to inquire about it & to report that there was now an issue occurring with the toilet that was in the same bathroom as the shower. Again, I was told that I would be contacted within 24 hours & again after 24 hours, I still received no communication. Since then, I have called HomeServe daily requesting a status & have been repeatedly told the same thing. Today (8/29), I called HomeServe again & spoke with Clifford whom advised that he was not sure why I had not been contacted & that he would escalate the ticket to the “deployment team” to address the issue. I then requested to speak with a supervisor & he stated that he could not transfer the call to a supervisor, but could request that a supe return my call w/in 2 hours. I confirmed the current time w/him, which was approximately 5:40pm CT. Around 8:05pm CT, I called HomeServe & spoke with Rachel whom stated that she saw the prior notes on the account; however, the prior rep had not put in the call back request as he had previously promised. I again requested to speak with a supe & explained that I had not been able to take a bath nor shower in my hm for the past 9 dys & requested expedited assistance. Rachel advised that she was going to send a “chat” to the support team to see if a supe was available to speak w/me. After 10 mins, she said no one was available & she could have someone call me back w/in 24 hrs

  

  Business Response

  Date: 09/08/2023

  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 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 Ms. *** on August 31, 2023. Unfortunately, The OTP agent was unable to contact the customer after three attempts.  However, a HomeServe technician was sent out, on August 30, 2023, to the home to clear the interior drain with repairs completed same day.
  
  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:08/29/2023

  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.

  The company said it would be ninety nine dollars to come out to look at my boiler. When the service person came, They charged an additional $171.48 to look at the boiler. When the service person came, he said it costs $99 just to look at the boiler

  

  Business Response

  Date: 09/06/2023

  We are in receipt of the complaint filed by Ms. **** ******, on behalf of ****** ***** 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 President team (“OTP”) conducted a detailed investigation of the issue and as a result contacted Ms. ***** on August 30, 2023. As a courtesy, Ms. ***** was offered a one-time monetary goodwill to cover the extra expenses. Ms. ***** accepted the 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.

• Initial Complaint

  Date:08/22/2023

  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.

  This company charged my checking account in September 2022 for services that I did not approve. They continue to harass me and I have tried several times to tell them that I did not authorize them to debit my account. I have previously contacted them in an attempt to tell them that I do not want their services. Today I received another notice that they were going to debit my account again for 179.00. I cannot seem to get them to stop. Please advise. Thank you.

  

  Business Response

  Date: 08/30/2023

  We are in receipt of the complaint filed by Mr. and Mrs. ****** ******** and regret to learn of their 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 President team (“OTP”) conducted a detailed investigation of the issue and as a result contacted Mrs. ******** on August 21, 2023. The OTP agent provided the customer with a copy of the postal enrollment received on July 30, 2015, and offered a refund covering the time up to the initial cancellation request made on November 22, 2022. Mrs. ******** accepted the outcome.
  
  We trust this response satisfactorily resolves Mr. and Mrs. ********’s 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.

• Initial Complaint

  Date:08/16/2023

  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 spoke to a Jose @ home serve USA repair management and he verbal told me that my well pump was covered under my warranty when the pulled the call from the office of the president center they did state that Jose verbally told me that this was covered are they in breach of there contract, now they are stating that it’s not covered I was also misinformed about a switch on my pressure tank they also stated that this part was covered I will be out 2670.00 and we are senior citizens on a very limited income please help us get compensated for this horrible experience

  

  Business Response

  Date: 08/25/2023

  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 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 Mrs. **** on August 16, 2023. Mrs. **** was offered a one-time refund, as a courtesy and resolution to this matter. Mrs. **** accepted the outcome.
  
  We trust this response satisfactorily resolves Mrs. ****’s 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.

• Initial Complaint

  Date:08/15/2023

  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.

  Homerv is denying me without telling me why

  

  Business Response

  Date: 08/29/2023

  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.
  
  In response to this complaint, a member of HomeServe’s Office of President team (“OTP”) conducted a detailed investigation of the issue and as a result contacted Mr. ****** on August 16, 2023, through email. HomeServe updated the customer’s profile and resubmitted the enrollments but unfortunately, the enrollments were rejected by the utility partner.  The OTP member is working closely with the utility partner to resolve this matter.
  
  We trust this response satisfactorily resolves Mr. ******** concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond.