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. has 35 locations, listed below.

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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

  
• 

  Home Service USA Repair Management Corp.

  PO Box 7318 Albany, NY 12224-0318

• 

  HomeServe USA

  PO Box 2026 Marietta, GA 30061-9909

• 

  Home Emergency Insurance Solutions

  P.O. Box 11594 Richmond, VA 23286

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:07/12/2023

  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 had a filed a claim for a sink hole after I purchased the insurance based on a sink hole forming in my front yard. They stated that they have pictures showing from ****** maps that the sink hole was here in 2021 can’t provide the photos and when I pull up ****** map of home in 2021 clearly no sink hole I had zero issues until after I had other repair work completed then now all of a sudden this sink hole appears and everyone is putting the blame on someone else but to be told it was here for over 2 years when I have photo evidence from ****** maps showing that it was not there. Stated that they also spoke with someone from the city claiming same thing which city is denying stating that.

  

  Business Response

  Date: 07/25/2023

  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.
  
  In response to this complaint a member of HomeServe’s Office of the President team “OTP” contacted Mrs. Niles on July 14, 2023, by email, and advised that repairs could not be completed without proof of ownership. Currently, HomeServe is awaiting documentation before moving towards a resolution.
  
  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:07/12/2023

  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.

  My mother passed away 7/26/13, and my dad, passed away 10/26/21. On 11/18/21 a letter arrived to my deceased mom from HomeServe (HS) autorenewing coverage for Sewer Repair at 8.99mth (originally 5.25/mth). I was not aware that she had any coverage. Additionally, the email address HS had in the letter for my mother was not hers. I called HS on 12/8/2021 because I was concerned that someone had fraudulently enrolled her in this without her authorization and/or engaged in elder abuse of her finances. I requested a proof of enrollment which HS said they would provide in 7-10 days. After not hearing from HS, I called them again on 1/6/2022 and they referred me to ******** ****** (**) since the unauthorized charges were added to her ** monthly power bill starting in 2008. ** referred me back to HS saying they had transferred responsibility for all aspects of the program to HS in December 2017. I also learned that my mother’s account at ** was enrolled in the In Home Electric Line Repair (3.99/mth, at some point increased to 6.49) and Water Line Replacement (4.99/mth, at some point increased to 7.99). HS did provide enrollment documentation for the In Home Electric Repair and Water Line Replacement, but it was from my father, whose name was not on the ** account and therefore, not properly and legally authorized. Additionally, HS told me that my parents never filed any claims or received any value from this in the over 13 years these add-on product fees were being charged to their ** account. To date, neither ** nor HS have ever provided proof of enrollment for the Sewer Line Repair. I have been in touch with HS’s Office of the President, and they have refused to provide any refunds. Because of the changes in prices over the years, I don't know the exact amount that my mother's ** account was billed, but it is probably over $2k.

  

  Business Response

  Date: 07/24/2023

  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 team (“OTP”) conducted a detailed investigation of the issue and as a result, contacted Mr. ******* on July 17, 2023, to offer a refund of the premiums, as a courtesy and resolution to this matter. Mr. ******* accepted the outcome.
  
  We trust this response satisfactorily resolves Mr. ********s concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We welcome Mr. ******* to reach out to us with any further concerns.

• Initial Complaint

  Date:07/10/2023

  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.

  Have had home warranty service with ******* since 2012 with zero issues and no indication there would be. I had always been on ACH draft for around $42 a month. Around 8 months ago or so I notice the name was different but same amount. Now Homeserve. I simply thought they swapped names. Shortly after with no communications and months of attempting to rectify, they had upped the amount to over $70. I have had the worst customer service with this new company as they have ignored me for months, refused to communicate in a manner that I could respond or be timely at all. I have now been informed they cancelled my home warranty leaving me in a bind with no notice or options beforehand. Not only do I want the overages refunded for that period, I am considering damages based on these things but I also want to file a complaint for the position they have put my family in and the lack of care for a long time customer. I can't get anything from them so sadly I am going this route before taking other actions.

  

  Business Response

  Date: 07/21/2023

  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.
  
  In response to this complaint, a member of HomeServe’s Office of the President (“OTP”) conducted a detailed investigation of the issue. On April 25, 2021, a Change of Provider and Service Agreement Administrator notice, was mailed to Ms. ****** when her plan transferred from ******* Home Warranty to HomeServe. Further correspondence was mailed to Ms. ****** in March 2023 stating that a new monthly rate of $74.58 would take effect upon renewal of her plan on April 1, 2023. However, Ms. ******’s agreement was transferred to ***** *****, a company independent of HomeServe, as of May 31, 2023. As a result of the transfer, HomeServe is unable to assist Ms. ****** with any issues taking place after this date. The OTP member called Ms. ****** on July 11th and 12th, 2023 and left voicemails with contact information inviting her to reach out to discuss the matter.
  
  The OTP member also sent Ms. ****** an email with the above information along with the contact phone number and email address for ***** *****. The OTP member further clarified that HomeServe received two payments from Ms. ****** after her renewal and offered her a refund of $66.70. Ms. ****** has yet to verify the name and address for the check, so we have been unable to issue currently.
  
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond.  We welcome Ms. ****** to reach out to us directly with any further concerns.

  

  Business Response

  Date: 07/21/2023

  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.
  
  In response to this complaint, a member of HomeServe’s Office of the President (“OTP”) conducted a detailed investigation of the issue. On April 25, 2021, a Change of Provider and Service Agreement Administrator notice, was mailed to Ms. ****** when her plan transferred from ******* Home Warranty to HomeServe. Further correspondence was mailed to Ms. ****** in March 2023 stating that a new monthly rate of $74.58 would take effect upon renewal of her plan on April 1, 2023. However, Ms. ******’s agreement was transferred to ***** *****, a company independent of HomeServe, as of May 31, 2023. As a result of the transfer, HomeServe is unable to assist Ms. ****** with any issues taking place after this date. The OTP member called Ms. ****** on July 11th and 12th, 2023 and left voicemails with contact information inviting her to reach out to discuss the matter.
  
  The OTP member also sent Ms. ****** an email with the above information along with the contact phone number and email address for ***** *****. The OTP member further clarified that HomeServe received two payments from Ms. ****** after her renewal and offered her a refund of $66.70. Ms. ****** has yet to verify the name and address for the check, so we have been unable to issue currently.
  
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond.  We welcome Ms. ****** to reach out to us directly with any further concerns.

  Customer Answer

  Date: 07/24/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  contacted both companies multiple times. I have specifically said in any communication to email me. The matters at hand are justification to why I keep records to email form. 
  furthermore, I have many emails, portal messages and phone calls that went unanswered. couldn't access portal but a few times. locked out for 95% of time with homeserve. i didn't receive any calls or documents from them as per my phone log, emails etc with any care to take action until I filed complaint. i also mentioned consistently that i need to have communication via email for my documentation as well as the other means of trying to communicating never worked. spent entire time after learning of the new company due to the ACH draft in checking account attempting to get answers and resolution. i was told that my contract was cancelled which was a shock that they would leave someone and their family in this position especially when they are drafting my account with zero issues. I was still seeking answers after the fact and then learned from ACH draft only that the name of company was different. I filed claims for both and after is when Homeserve ,****** ******,  finally responded via email. Which is baffling because they could never email in the past. Then could only tell me i was wrong in everything i said and offered refund. I have yet to get that because I need this resolved as a whole with ***** & Homeserve. At this point refunds from both are fine but I also need to have refunds for the months that i was attempting to resolve all of this as well as any months since then being told it was cancelled yet still drafting and at the end with Homeserve, they allowed ***** to " buy my contract", which, again was supposedly cancelled as per my conversation in portal on 6/2/2023 on 5/2/2023. I don't know if they have their wires crossed during the sale of my contract but that is neither here nor there. I was charged by ***** via ACH draft fraudulently based on these facts 7/3/2023. 

  I received a check for one transaction from ***** after again BBB complaint was filed as they refused to answer any communication attempted. But also had no issues in completely canceling the contract via some automated response email. Not a word since. Have not cashed it because again i need resolve on everything from both companies before I accept anything because they will just consider it done with and issues won't be resolved. I submitted evidence to homeserve on date they emailed me but was told that i still had never contacted. The screenshot i sent was one instance of proof that i did on 5/21/2023 @ 7:41am. 
  It was prior to anything involving ***** and before they told me contract was cancelled. It is just one instance of proof, i have many others, that i had tried and they still rather ignored the fact. Focus of those emails were sending me a check for one Ach draft but again this dosent resolve the overall matters i've listed. As well as just cashing or receiving any money would appear I was okay with just that. 

  a lot more than can list. extreme lack of support or service, position left family and home in, never used service, overcharge, ach without consent, told cancelled, endless months on end of chasing them for answers, giving false information. 
  willing to cash both checks after receiving as long as the other matters are taken care of beforehand. i still need further help in the major issues they  have caused with putting us in the position as well as the months refunded I spent hassling with a company that has zero care to respond to "customers".  i understand separate companies but they obviously do work with each other in some capacity so  it shouldn't be difficult for them to come up with a remedy that suits all to get this resolved and my home, money and family protected again.  The entire time i spent and am still spending to resolve this is out of control and not good for someone recovering from surgery and many other procedures. I have no issues providing any proof needed for either company. I have attached 2 instances that prove my claim  There are at least 50 more  

   
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 07/24/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  contacted both companies multiple times. I have specifically said in any communication to email me. The matters at hand are justification to why I keep records to email form. 
  furthermore, I have many emails, portal messages and phone calls that went unanswered. couldn't access portal but a few times. locked out for 95% of time with homeserve. i didn't receive any calls or documents from them as per my phone log, emails etc with any care to take action until I filed complaint. i also mentioned consistently that i need to have communication via email for my documentation as well as the other means of trying to communicating never worked. spent entire time after learning of the new company due to the ACH draft in checking account attempting to get answers and resolution. i was told that my contract was cancelled which was a shock that they would leave someone and their family in this position especially when they are drafting my account with zero issues. I was still seeking answers after the fact and then learned from ACH draft only that the name of company was different. I filed claims for both and after is when Homeserve ,****** ******,  finally responded via email. Which is baffling because they could never email in the past. Then could only tell me i was wrong in everything i said and offered refund. I have yet to get that because I need this resolved as a whole with ***** & Homeserve. At this point refunds from both are fine but I also need to have refunds for the months that i was attempting to resolve all of this as well as any months since then being told it was cancelled yet still drafting and at the end with Homeserve, they allowed ***** to " buy my contract", which, again was supposedly cancelled as per my conversation in portal on 6/2/2023 on 5/2/2023. I don't know if they have their wires crossed during the sale of my contract but that is neither here nor there. I was charged by ***** via ACH draft fraudulently based on these facts 7/3/2023. 

  I received a check for one transaction from ***** after again BBB complaint was filed as they refused to answer any communication attempted. But also had no issues in completely canceling the contract via some automated response email. Not a word since. Have not cashed it because again i need resolve on everything from both companies before I accept anything because they will just consider it done with and issues won't be resolved. I submitted evidence to homeserve on date they emailed me but was told that i still had never contacted. The screenshot i sent was one instance of proof that i did on 5/21/2023 @ 7:41am. 
  It was prior to anything involving ***** and before they told me contract was cancelled. It is just one instance of proof, i have many others, that i had tried and they still rather ignored the fact. Focus of those emails were sending me a check for one Ach draft but again this dosent resolve the overall matters i've listed. As well as just cashing or receiving any money would appear I was okay with just that. 

  a lot more than can list. extreme lack of support or service, position left family and home in, never used service, overcharge, ach without consent, told cancelled, endless months on end of chasing them for answers, giving false information. 
  willing to cash both checks after receiving as long as the other matters are taken care of beforehand. i still need further help in the major issues they  have caused with putting us in the position as well as the months refunded I spent hassling with a company that has zero care to respond to "customers".  i understand separate companies but they obviously do work with each other in some capacity so  it shouldn't be difficult for them to come up with a remedy that suits all to get this resolved and my home, money and family protected again.  The entire time i spent and am still spending to resolve this is out of control and not good for someone recovering from surgery and many other procedures. I have no issues providing any proof needed for either company. I have attached 2 instances that prove my claim  There are at least 50 more  

   
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 08/01/2023

  We are in receipt of the complaint rejection filed by Ms. ******* ****** and regret to hear of her continued dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of utmost importance.
  
  In response to the complaint, a member of HomeServe’s Office of the President (“OTP”) reached out to Ms. ****** via email, as it was her preferred method of communication, on July 25, 2023. The representative requested evidence of a cancellation request before June 4, 2023. Unfortunately, Ms. ****** did not respond to the initial email, prompting a second email from HomeServe. In her response to the second email, she stated that she only wished to communicate through the Better Business Bureau (BBB). Despite HomeServe's repeated requests for documentation to support her claim of cancellation before migration on May 31, 2023, no such documentation has been provided.
  
  Furthermore, a one-time courtesy refund of $66.70 was offered to Ms. ****** to address the price increase upon renewal. However, the refund check has not been sent yet because the customer has not verified her name and address for the check to be issued.
  
  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: 08/01/2023

  We are in receipt of the complaint rejection filed by Ms. ******* ****** and regret to hear of her continued dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of utmost importance.
  
  In response to the complaint, a member of HomeServe’s Office of the President (“OTP”) reached out to Ms. ****** via email, as it was her preferred method of communication, on July 25, 2023. The representative requested evidence of a cancellation request before June 4, 2023. Unfortunately, Ms. ****** did not respond to the initial email, prompting a second email from HomeServe. In her response to the second email, she stated that she only wished to communicate through the Better Business Bureau (BBB). Despite HomeServe's repeated requests for documentation to support her claim of cancellation before migration on May 31, 2023, no such documentation has been provided.
  
  Furthermore, a one-time courtesy refund of $66.70 was offered to Ms. ****** to address the price increase upon renewal. However, the refund check has not been sent yet because the customer has not verified her name and address for the check to be issued.
  
  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: 08/02/2023

  Having a lot of trouble with the site. Can I send email? apologies on late response, please know i am in the hospital. Thank you. 

  Customer Answer

  Date: 08/02/2023

  Having a lot of trouble with the site. Can I send email? apologies on late response, please know i am in the hospital. Thank you. 

  Customer Answer

  Date: 08/23/2023

  Hi, this is still being worked on and was placed on hold. Why is it closed? I have been emailing with someone last few days about this. 

  Customer Answer

  Date: 08/23/2023

  Hi, this is still being worked on and was placed on hold. Why is it closed? I have been emailing with someone last few days about this. 

• Initial Complaint

  Date:07/10/2023

  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 is in regard to a new issue when in April 2022 I tried to get my office (separate building) to have a home warranty since it had a full kitchen and everything in a regular house except smaller. Several representatives tried to get it into the system but said it was impossible so I went with another company. Later I discovered that I was being double billed of kitchen appliances and that was adjusted. I was told that the increase in HVAC was because I was no longer with the introductory offer. I later discovered that it was a fabricated excuse and was not correct. It was a little upsetting that someone just made up the story hoping I would just go away. Anyway, a while back a representative said the over billing for the HVAC was a mistake and that a check for $107.55 would be sent in a few weeks. It has not been sent.

  

  Business Response

  Date: 07/13/2023

  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 called Mr. ****** on July 11, 2023 to advise his check in the amount of $169.30 was being printed and mailed via ***** that afternoon. Mr. ****** agreed and accepted this outcome.
  
  We trust this response satisfactorily resolves Mr. ******’ concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond.  We welcome Mr. ****** to reach out to us with any further concerns.

  Customer Answer

  Date: 07/17/2023

  
  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:07/10/2023

  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.

  Contacted HomeServe on July 2nd, 2023 and informed them I had a plumbing emergency and needed to have someone dispatched out to my property asap. The woman I spoke to said she would contact plumbers and get right back to me. After a few hours of hearing nothing I called back and was informed that the 1st person I spoke to sent my request to their scheduling department and they would not be in until tomorrow. I explained to this person as well that this was an emergency and I needed someone out asap. The next day I was told that no one was available until Wednesday to come out. I continued to explain the importance of the situation as the homes main water line had to be shut off and there was no water at all in the property and I was paying for a hotel. I received a phone call Wednesday morning advising that someone would be out to look at the problem but not fix it. I called HomeServe Wednesday evening a few hours after the plumber left to follow up on next steps and they stated the plumber said to send the job to another plumber. I spent over an hour on the phone with HomeServe Wednesday evening and received no help. I asked the rep from HomeServe if he was trying to contact other companies and he stated no. I requested a manager to call me back and was told it would take 2-4 business hours for me to get a call back. I contacted a plumbing company myself and set up for them to come out Thursday to provide an estimate. The company provided me with an estimate, and I called HomeServe and emailed them this estimate and was told it would take another 24 hours for review. Still no call back from a manager, I requested another call back. Friday came and went still not call back and was told my estimate was still not reviewed. Spoke with someone today and was told no one would be in until Monday. I have yet to hear from a manager after several requests and no one has taken any action regarding my requests. No one is calling me back and I pay them monthly for this service.

  

  Business Response

  Date: 07/14/2023

  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 conducted a detailed investigation of the issue and called Ms. ******* on July 11, 2023 to inform her repair costs were approved, and her repair was scheduled. Ms. ******* agreed and 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: 07/14/2023

  
  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. I appreciate the help from the BBB regarding my complaint and find it still frustrating that I had to get them involved before a manager/supervisor would speak with me about my issue. I'm understanding of things taking time but not being called back by a person of authority after several requests I find to be unacceptable business practice, especially for a company so large.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:07/06/2023

  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 reached out to homeserve on Sunday 7/2/23. Regarding my toilets, sinks,showers being completely blocked and not draining.They scheduled ******* ******** for my drains on Monday 7/3/23between 12-2pm. Then pushed back times to 2p-4p. Finally arrived around 3ish. Took both of my toilets apart. Broke one of them. The serviceman stated he couldn't snake the drains through either of the toilets. Our house is a slab home and has stack pipe on roof that he could of tried to snake through, but stated per liability company policy he could not go on roof. Reached out to homeserve again. Agent stated that company has to contact them and tell them they are not able to fix the drains, then they can find another company to come out. By this time it's 430pm the next day is July 4th. I know its going to be hard to find someone to come during holiday. The agent said to stay by my phone, you should receive a call from another company . I received a email stating wise plumbing was scheduled for July 6th between 12-4pm. ! Now that would have been 5 days with no toilets, showers, bathing or anything. I have a child. I tried calling homeserve back no answer. I contacted my own company that was ***** ***** *******. They came out on July 4th . Looked around the house and yard. Found a clean out drain. Was able to snake my sewer line. Ofcourse I paid more for holiday. Had to replace my own toilets since miracle company didn't. And buy new wax ring and shims. Contacted homeserve on July 5th. Explaining everything thing. Hoping to get atleast half of a refund or something.They said no! Very rude. Said I had to use their contractors.I explained that 5days without toilets and showers is not do-able for my household. They did not seem to care. I canceled my policy. I called back a 2nd time trying to talk to someone else. Maybe a manager or higher up. I finally felt like I was getting somewhere. And they came back on the phone and said since canceled 20 min ago no .I didn't expect that.

  

  Business Response

  Date: 07/18/2023

  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 contacted Ms. ****** on July 10, 2023, and completed a detailed investigation of the issue. As a result, Ms. ****** was offered reimbursement for the covered repairs. 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: 07/18/2023

  
  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:07/05/2023

  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 a policy for a home with Home Serve which provides coverage for certain parts of a home (plumbing, electric, HVAC, etc). I need a repair in a bathroom: the water will not shut off in the bathtub. Home Serve should cover this repair per their Terms and Conditions. The repair needed is a new stem valve that will enable the flowing water to stop properly. Home Serve is denying the claim, saying that they do not cover fixtures. However, the Terms and Conditions covers the following (page 2 of the Terms and Conditions): ----------------- Plumbing and Drainage: What is a Covered Repair? Repair or replacement of the following inside Your Home, for which You have sole responsibility, that is damaged due to normal wear and tear: • The blocked or leaking Plumbing and Drainage pipes that carry fresh or drinkable water and wastewater. ----------------- Home Serve is refusing to acknowledge that "Leaking Plumbing" is covered. They are instead saying that this means Plumbing pipes and Drainage pipes, but the Terms and Conditions language above does not specify this. Home Serve has misleading terms on their policies that allows them to avoid covering many items. The stem line repair is necessary for the above mentioned ability for pipes to carry fresh or drinkable water. I would also that BBB reach out to Home Serve to inquire about a reconsideration This is Plan #*********. Address: **** ******* **** ********** ** Date of Service and Denial: 7/3/23

  

  Business Response

  Date: 07/14/2023

  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 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 of the issue and as a result, provided Mr. **** with additional clarification of his coverage, and on July 14, 2023, offered a monetary settlement as a courtesy for his experience. 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:07/05/2023

  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 am a 79 year old homeowner who has a contract with HomeServe and I pay on 3 different policies. A month ago I called due to having gurrgling in my toilet and never received a phone call back. Yesterday July 4th my toilet backed up and was going into my tub. I called the emergency repair number as I have a policy for Interior Plumbing and Drainage System and was told someone would be out between 11:30-3:30 . Nobody came and nobody called. I called again at 6:30 and was told that they would look into it and call us back. AGAIN no call back. Called at 7:30 and was told that the work order was not assigned to anyone and that they had to wait for their system to update. I was told that they had no idea when that would be and once it was updated they still had to wait for someone to pick up the order. I asked when that would happen and she told me she had no idea. All the while my toilet has overflowed and its in my tub. I pay monthly for this service and now I have to get an outside contractor to come in because nobody has returned my call

  

  Business Response

  Date: 07/18/2023

  We are in receipt of the complaint filed by Ms. ****** ******, on behalf of Ms. ***** ***** 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 working with Ms. ****** to resolve the 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 July 5, 2023. The OTP agent offered to consider reimbursement for Ms. *****’s covered repairs (completed by a third-party), under the Terms and Conditions of her active service agreements. The OTP agent advised they will be able to review further upon receipt of a paid invoice for the repair.
  
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond.  We welcome Ms. ***** and/or Ms. ****** to reach out to us with any further concerns.

• Initial Complaint

  Date:06/27/2023

  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.

  Water Protection Plan.....Defective exterior pipe line Claim # ***********-1 May 11 HomeServe approved claim. Sent ******* ******* to fix exterior pipe lines. Drilled thru porch and repaired pipe and finished around June 11. Agreement states... Restore to any area disturbed by the covered repair. Also povide or reimburse up to $1000 for each covered repair for restoration including patios. Spoke to many different customer service people on how to get this done. No one cared. It seems they all worked out of there house. Terrible customer service. Now they will not cover the agreement to refurbish. No body will call or respond to email to talk about the situation. I even sent them a picture and plumber who was here to do the job agee. Very sad.

  

  Business Response

  Date: 07/10/2023

  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.
  
  In response to your complaint, a thorough investigation was conducted by a member of HomeServe's Office of the President. As a result, an email was sent to Mr. ****** on July 10, 2023.
  Our records indicate that Mr. ******'s repair involved an internal drain line. To carry out the repair, the contractor had to break through a portion of the concrete porch. Regrettably, according to point 3 of the Exclusions section in the Internal Plumbing and Drainage Service Agreement (refer to "Limits of liability"), damages necessary to access the repair area are not covered.
  Regarding Mr. ******'s complaint about the additional restoration benefit, it's important to note that this benefit is a part of the Exterior Sewer/Septic Line policy, not the Internal Plumbing and Drainage policy. The technician replaced 25 feet of the kitchen drain, which falls under the Internal Plumbing and Drainage Service Agreement. Consequently, Mr. ****** is responsible for the restoration of the porch.
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond. 
  

  Customer Answer

  Date: 07/20/2023

  Thank you BBB

  I reject the response.

  The paperwork might not be accurate or old.

  I also asked if someone from homeserve would come to my house and they refused.

  The plumber who did the work said this was an exterior problem.

  The complaint said it's an exterior problem.I asked  what the paperwork said before they started the drilling.

  They might have other paperwork that states otherwise from when we first started with the problem.

  The agreement states we should receive  up to1000 dollars for refurbishing or they will fix it,if they can.

  I am very saddened with the lack of communication from HomeServe. It should not have been  such a big deal

  to fix a  small area of the porch floor. I would have much preferred to give HomeServe referrals.

   

  I request arbitration if we can not come to a reasonable solution for both of us. 

  Just for the record the plumbing company I thought did a very good job. 

  Thank you for your time and consideration.

  Alan Cooper

  

  Business Response

  Date: 08/03/2023

  We are in receipt of the complaint rejection 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.
  
  We welcome Mr. ****** to reach out to us to discuss resolution options.

  Customer Answer

  Date: 08/09/2023

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

  Hi Please call me. Returned call to Homeserve. They have not responded to last 2 calls

  Thank you

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

  

  Business Response

  Date: 08/25/2023

  We are in receipt of the complaint filed 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. We take customer complaints seriously and are happy to report that the issue has been resolved.
  
  In response to the rejected complaint response, HomeServe's decision remains unchanged. As previously communicated, the repair for Mr. ****** involved an internal drain line, which necessitated drilling into part of his concrete porch. Unfortunately, as stated in point 3 of the Exclusions section within the Internal Plumbing and Drainage Service Agreement, damage required for repair access is not covered.
  
  It's important to clarify that Mr. *******s grievance about additional restoration benefits relates to Exterior Sewer/Septic Line coverage, distinct from Internal Plumbing and Drainage. The technician replaced 25 feet of the kitchen drain, which falls under the Internal Plumbing and Drainage Service Agreement. Consequently, Mr. ****** bears responsibility for the porch restoration. Recognizing Mr. *******s value as a customer, HomeServe offered $500 support as a one-time courtesy, for porch restoration and the offer was accepted on August 24, 2023.
  
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond. 
  

• Initial Complaint

  Date:06/23/2023

  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.

  In late April I had a big sewage backup in my home doing $40,000 worth of interior damage (2 bathrooms, laundry room, garage, home theater and a kids playroom). I hired reputable plumbing company (******* ********* to come in and free the main line (as best as they could) -- they had to come out twice to get the sewage to drain. The cause was a compromised main line. I then had a company (***** ***) professionally clean up, discard carpet, drywall, doors and all household items effected by sewage. All of that was covered by my home insurance. ******* ******** reported (attached) that the line is compromised and needed to be replaced (you can clearly see the cast iron collapsed in multiple places and should be covered by our agreement w/HomeServe. I continue to get sewage backup in my basement and we're limited to 1 bathroom (3 are off limits and we have to space out our usage to not get sewage backup) My Exterior Sewer/Septic Line Plus Restoration plan from HomeServe covers my main sewage line from the house to the street. I contacted HomeServe to fix per our policy (attached) and they never called me back. After a few calls I finally got them to send a company that they work with **** to take a look. They agreed that it needed De-Scaling or replacement (twice). HomeServe declined 2x with ***** recommendations, as well as, ******* ********'s. I asked to have someone in charge to contact me and it took multiple calls, transferrers and no response. I asked for a supervisor and they wouldn't give me a name, send me to anyone's voicemail, e-mail address - nothing. Deceptive. Furthermore, I've read dozens of bad reviews and multiple class action suits saying they are a fraud. Most of their reviews online have been placed by a reputation management company, thus, fake. They clearly are trying to duck out of the cost of replacing my line. I just want to put my house back together and I can't until this has been settled and they are held to our contract.

  

  Business Response

  Date: 07/05/2023

  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.
  
  In response to this complaint, a member of HomeServe’s Office of the President (“OTP”) called Mr. **** on June 29, 2023, and informed him that a trusted network provider would replace his exterior sewer line under the terms and conditions of his service agreement. Mr. **** accepted this outcome. OTP **** remain in contact with Mr. **** until the job is complete.
  
  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.