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

  
• 

  Service Line Warranties Of America

  7134 Lee Hwy Chattanooga, TN 37421-1732

• 

  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:05/10/2023

  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.

  My mom has had homeserve for several years. Today she called homeserve to get a repair on her hot water heater, homeserved called a company to come for the services and repair - service was provided and she was told she needed a new hot water heater - homeserve is providing a $1000 for service however the company homeserve used is charging $1500. unfortunately my mother can not afford the additional money which is why she has homeserve - I called customer service to ask about having someone else to possible come out and provide another quote. I spent over an hour on the phone. I talk to someone (homeserve rep) who told me that they do 2nd and 3rd quotes and told me to speak to a repairs manager - when I got to the speak to them - 1st - told me something about getting someone else outside of homeserve to do it, which didn't make sense because she wouldn't be able to the benefit of using homeserve and the second one (Cassandra) called and was helpful but we found out that the company homeserve uses doesn't provide payment plan options. I know Homeserves has millions of people that they help, I don't find it equitable to only get one company option for repairs when it's homeserve job to provide their customers with an affordable options. My mom can not afford the additional $500 dollars.

  

  Business Response

  Date: 05/19/2023

  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 conducted a detailed investigation of the issue and as a result, called and emailed Ms. ****** on May 11, 2023 to request account information for her mother. Once Ms. ******, mother’s account was located, it was determined that the out-of-pocket cost had been approved. The repair has been scheduled for May 24, 2024. As a long-standing, valued HomeServe customer, we would like to offer a contribution to the out-of-pocket costs. However, we have been unable to contact Ms. ****** to converse. We welcome Ms. ****** to contact us directly to discuss further.
  
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond.  

• Initial Complaint

  Date:05/09/2023

  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 been paying for insurance on sewer line interior plumbing int gas line furnace plan water line plan water restrtn plan 56.00 dollars a month for the last 25 years and my water line went bad on a weekend i had *** ********* ****** come dig up the yard to fix,then i called homeserve they said they would not pay anything towards the repair.i have paid them thousands of dollars towards this insurance.they never sent any info on how to file a claim .

  

  Business Response

  Date: 05/19/2023

  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 the President conducted a detailed investigation of the issue and as a result, called Mr. ******* on May 9, 2023. The OTP member explained that Mr. ******* should have called HomeServe to request a service call to diagnose the issue, instead of securing his own contractor to do the diagnosis and repair. The Service Agreement states under exclusions, point 3, Correction of, or reimbursement for, any repairs or restorations made by You or anyone You hire, not authorized by Us.
  
  As a tenured and valued customer, the OTP member advised as a courtesy they would consider reimbursement and requested that Mr. ******* forward the paid invoice, detail, and reasons for the repair.
  Again, we encourage Mr. ******* to forward the requested information and upon receipt the OTP member will review the reimbursement request.   
  
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond.  

• Initial Complaint

  Date:05/08/2023

  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 enrolled in the plan as recommended by *********** ****** for my air conditioning system and made my claim. My air conditioner wouldn't come on but it would hum and not blow air. The technician showed up and took it all apart and found out it was a fan that had frozen in place and was causing the issue. He took the fan with him because he didn't know what the warranty was going to do about the problem and was going to try to get the fan un-stuck in case they didn't want to replace it. When the company got back in touch with me they informed me they were not going to cover the repair at all because the fan that was the issue was not covered under the contract because it was located in the heater part?? So I was quoted over $1000 to repair it myself and I just don't have that kind of money available. We did have our other home warranty company come to check it out but they too wouldn't cover it because the technician sent from Home Serve previously was so sure he was going to have the approval for the repairs he left the huge fan out of unit instead of hooking it back up so the wires were cut. and sitting on my stairs. So now I'm sitting here in a house in ***** in the heat and my husband and Mother, we all have heart conditions and it's been weeks without air. My plan covers air conditioning and our air conditioning is not working so it shouldn't matter where this fan is it should be replaced. I do not see any exclusions about the location of the fan. THIS IS RIDICULOUS!

  

  Business Response

  Date: 06/01/2023

  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 working with Mrs. ******** to resolve the issue to her satisfaction.
  
  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 Mrs. ******** by email on May 30, 2023. The OTP agent advised as a courtesy HomeServe would cover the out-of-pocket cost, for the non-covered parts, and approved the estimate. HomeServe advised the network contractor that the repair estimate has been approved, and they will contact Mrs. ******** to schedule an appointment. Mrs. ******** accepted this outcome.
  
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond.  

• Initial Complaint

  Date:05/05/2023

  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 called Homeserve on April 4, 2023 to filed a claim for a drainage leak. They sent a contractor the following day to look at the drainage, the Plummers said that had to come back to get the work done, but the job was never done. Then another company was called in but they never showed up. Last week a third Plummer was called but the pipes are still leaking and the work has not been resolved. It is now over a month and the claim has not been resolved. It is the first time I make a claim with this company after having paid insurance for years, yet claim is not resolved.

  

  Business Response

  Date: 05/17/2023

  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 working with Ms. ******* to resolve the issue to her satisfaction.
  
  In response to this complaint a member of HomeServe’s Office of the President (“OTP”) called Ms. ******* on May 5, 2023. Ms. ******* reported that she had hired her own service provider to complete the necessary repairs. OTP offered to consider reimbursement up to Ms. *******’ remaining benefit limit for any covered repairs completed by her plumber upon receiving the required documentation. We will remain in contact with her until the matter is resolved.
  
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond.

• Initial Complaint

  Date:05/04/2023

  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.

  Their scheduling software on their website has been down for the past 3 months. I have been trying to make an appointment for my HVAC maintenance.. And when trying to make an appointment by phone,,, It wont be until late in June and not a desirable time.

  

  Business Response

  Date: 05/05/2023

  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 happy to report that the issue is resolved.
  
  In response to this complaint, a member of HomeServe’s Office of the President (“OTP”) conducted a detailed investigation of the issue and as a result, called Mr. ****** on May 4, 2023 and apologized that he was not able to schedule a preferred weekend appointment for his annual cooling tune up online. The OTP member confirmed that an appointment has been scheduled for May 26, 2023, which Mr. ****** accepted.
  
  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.

• Initial Complaint

  Date:05/02/2023

  Type:Sales and Advertising 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.

  HOMESERVE SIGNED ME UP FOR THIER SERVICE, WHICH I DID NOT REQUEST. THEY MAKE IT DIFFICULT TO CANCEL, DESPITE THE FACT THAT I NEVER SIGNED UP FOR THEIR HOME WARRANTY.

  

  Business Response

  Date: 05/18/2023

  We are in receipt of the complaint filed by Mr. ***** 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 conducted a detailed investigation of the issue and as a result, called Mr. ***** by phone on May 5, May 9, and May 12, 2023. While the member was unsuccessful in connecting with the customer, they were able to confirm the customer enrolled in coverage via a telephone call on May 19, 2021, Mr. ***** to reach out with any further concerns.
  
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond.  

• Initial Complaint

  Date:05/01/2023

  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.

  About 6 or 7 months ago I received an letter from them stating we could give sewer coverage (pipe from our house to sewer system) for $24, I mailed a check for $24 to them and they kept sending bills so I canceled. I just saw my bank statement and they electronically deducted from my checking account $89.76. They were never given authority to duct anything from my checking account. I have filed a complaint with my bank also saying this was not an authorized deduction. I assume they got my checking information from the check that I had mailed.

  

  Business Response

  Date: 05/02/2023

  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 (“OTP”) conducted a detailed investigation of the issue and as a result, emailed Ms. ******* on May, 01, 2023. The OTP member provided a copy of the Water Service Line (“WSL”) enrollment and authorization for auto renewal and annual direct debit payments for the coverage. Ms. ******* responded and requested that the WSL coverage be cancelled and refunded. The OTP member processed the cancelation and refunded the payment. Ms. ******* accepted the resolution offer.
  
  We trust this response satisfactorily resolves Ms. ********* concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond.  We welcome Ms. ******* to reach out to us with any further concerns.

  Customer Answer

  Date: 05/03/2023

  
  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:05/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was paying for the home serve for if the water pipes ever bust well I decided to cancel my account so when I called two people said that I was going to get a refund so when I called about the refund this lady said That I would have to show proof that I don't own the home I live in since 2005 but they sent me a 30.00 dollar check now my question is why I received 30.00 but to get 1000.00 dollars I have To show proof now two people said that I would receive my money back please tell me what is the difference

  

  Business Response

  Date: 05/03/2023

  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 (“OTP”) conducted a detailed investigation of the issue and as a result, called Ms. ****** on May 2, 2023. The OTP member verified that Ms. ****** was not the owner of the property and confirmed that she was not eligible for Exterior Water Service Line Coverage. A full refund was processed on May 3, 2023 and Ms. ****** was advised to allow up to 30 days for receipt of the check. Ms. ****** accepted the resolution offer.
  
  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:05/01/2023

  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 contacted Homeserve to cancel contracts that I have been paying on behalf of my mother for several years due to her declining health and dementia. On Apr 27 2023 I was informed I was not on the contract so could not cancel the one contract we have 3. I was informed I needed to provide copies of pages that contain sensitive information to prove I had authority. So I simply revoked my authority to use my credit card for any future payments. Today after thinking about it I called in to remove my payment authorization from the other 2 contracts. I was informed I cannot only my mother who is unable to speak for herself. I repeated several times to the very unhelpful agent I no longer give permission for my credit card to be used, she said she would contact supervisor if they would accept call. After repeated attempts she said she wasn't losing her job the other agent yesterday was wrong to remove the 1 contract and either send them all the sensitive documents or deal with my credit card company. This is fraud. It shouldn't have to hit my credit card account to be resolved. Simple fact it's my credit card in my name only and they have no right to refuse my removal of permission to use it. Won't allow uploads agreement nbrs *********, *********, *********.

  

  Business Response

  Date: 05/03/2023

  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 (“OTP”) conducted a detailed investigation of the issue and as a result, called and emailed Mr. ***** on May 02, 2023. The OTP member canceled the Heating and Cooling coverages and processed a full refund. Mr. ***** 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 ***** to reach out to us with any further concerns.

  Customer Answer

  Date: 05/03/2023

  
  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:05/01/2023

  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 4/21/23 I filed a claim with Home Serve to replace our hot water heater as we had insurance on it from ******** *** *** that we paid monthly.. I explained that a friend from ******** replaced 2 parts on it and did not charge us, but it was a temporary fix and continued to leak from underneath. So it needed to be replaced. It was over 29 years old. The rep told us someone would contact us soon as they considered this an emergency. That evening, about 6:00 a technician contacted us and said he would be here at 9 AM Monday, the 23. He actually got here at 11:00. WHILE he was draining the water to remove the gas heater, I received a call notifying us that we would be responsible for paying for the whole thing as our insurance only covered REPAIRS, not replacement. When they looked our policy up on Friday, and I told them it had to be replaced, why didn’t they tell me we did not have that coverage and why did they call us right in the middle of the mess of removing and replacing on Monday to tell me this bad news. We were stuck at this point!!! If we would have been told that we only had insurance for repair in the first place we would have had our friend from ******** Gas replace it for NOTHING snd just had to pay for the heater. Instead it cost us $1,060. Furthermore, we did not receive any receipt or itemized statement when the technician left. I called him to ask for those 2 things and still have not received them. We requested that he purchase it from a local business we have dealt with but instead he went to Lowe’s so we basically as no say so even in this. I emailed HoneServe to this same effect when they requested to know how they did but they never respond. I talked to someone on the phone as well and all she said was “I’m sorry! I’m so sorry”! Since I received no satisfaction from them, I am writing to you. We live on a very fixed budget because we live from check to check. I am 78 snd my husband is 89. Our income is considered low income. Thanks.

  

  Business Response

  Date: 05/23/2023

  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 reached out to Mr. ******** of May 9, May 16, and May 23, 2023. The agent was unable to establish contact and we encourage Mr. ******** to reach out to us at his earliest convenience.
  
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond.  We welcome Mr. ******** to reach out to us with any further concerns.

  Customer Answer

  Date: 05/23/2023

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

  Customer Answer

  Date: 05/23/2023

  I responded to each call from Home Serve.  I spoke with Gene from the President’s office.  He did get the repairmen to send me a statement. I asked him what they intended to do for us.  He stated that $1,000 i# a good price to pay for hot water heater. I explained that we could have had it installed for nothing from a friend. The point was that we were never informed  that our claim would not be paid UNTIL the repairman was already down the basement taking our heater out to go buy and install the new one. We were in a fix and had no choice but to have him go ahead with the job. We are senior citizens with low income. We should have been informed the day we made the claim, 3 days before the new one was installed.

  my husband has cognitive impairment. That is why I am handling this. There is no way he could explain what happened.

  

  Business Response

  Date: 06/06/2023

  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 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 June 6, 2023, and offered a one-time payment to assist with her out of pocket expenses. Ms. ******** accepted this outcome as a resolution and was advised the check would arrive within 21 business days.
  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: 06/06/2023

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