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

• 

  Home Emergency Insurance Solutions

  Unpublished Fresno, CA 93722

• 

  HomeServe USA Corp.

  PO Box 70789 Madison, WI 53707-0789

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:02/24/2025

  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.

  The issue was from Jan of this year and is related to an unresolved dispute on reimbursement of a main water line. I have attempted numerous times to get a response s well as reaching out to the CEO on ******** and also via social media. From the email I have sent and followed up on several times with no response: Your providers could not come out to my property for days, all the while water was gushing into the neighborhood. I tried multiple times to have you get me a different provider and each time, it was later and later. So, the attempts were made to work through you. Not sure how you simply wash your hands of all liability when you or your selected contractors can not provide services in a timely manner. As indicated in my original request, the company doing the repairs mentioned to me that there was apparently a repair was done previously that was not done to code. Check your records, as it was under your policy that you sent someone out to make such repair, therefore you and your provider should be held liable. I will gather evidence to prove that $750 is not the average amount is costs to replace a main water line. Please provide your support for your numbers on this. Please put me in touch with your senior member of management.

  

  Business Response

  Date: 02/27/2025

  We are in receipt of the complaint filed by *** ****** ********* and regret to learn of his dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously and are 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 *** ********* on February 27, 2025, and offered a reimbursement.   *** ********* accepted this outcome.
  
  We trust this response satisfactorily resolves *** ********* 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.

   

  Thank you, 

• Initial Complaint

  Date:02/24/2025

  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 pay homeserve monthly for maintenance repairs to my home. I made a claim to home serve about the water in my shower does not have a consistent temperature of hot water and some came out and checked and said it needed further assessment. I get a call and they are now stating it needs full replacement but no one check the shower to see if there was a valve issue. They are saying that I will have to pay $1000 when the warranty should cover the cost of the parts themselves. This is unacceptable and a repair tech needs to comeback out at no cost and parts to be paid for it should be replaced. I also am owed a $200 refund that I never received.

  

  Business Response

  Date: 03/07/2025

  We are in receipt of the complaint filed by ***** ******* and regret to learn of her dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously and are happy to report that the issue is resolved.
  
  
  In response to this complaint, a member of HomeServe’s Office of the President conducted a detailed investigation of the issue and as a result, called *** ******* on February 27th, 2025, and explained the out-of-pocket costs were due to the cost of replacement exceeding the maximum benefit of the warranty plan. After looking into the missing refunds, the agent reached back out to *** ******* on 3/5 and advised they had been re-issued as a single check.  *** ******* accepted this outcome.
  
  
  We trust this response satisfactorily resolves *** *******’s 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: 03/07/2025

  
  Complaint: ********
  
  I am rejecting this response because: my issue was not addressed properly and should provide some other accommodation.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 03/17/2025

  We are in receipt of the rejection complaint filed by ***** ******* and regret to learn of her continued dissatisfaction. Homeserve USA places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously.
  
  In response to *** *******’s rejection, a member of HomeServe Office of the President (OTP) verified that the out-of-pocket cost for the water heater was due to the total cost exceeding the benefit limit. At *** *******’s request, another service job was sent out to verify the diagnosis and confirmed that the repair needed will only be able to move forward once she has agreed to pay the out-of-pocket cost. As a result, *** ******* canceled her plan. We understand that *** ******* remains dissatisfied with this outcome; however, we believe our findings and investigation to be fair and consistent with the terms of her service agreement.
  
  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.

• Initial Complaint

  Date:02/24/2025

  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 don't have debit cards and emails. My phone number is ###-###-#### I called for multiple days during the week of the service being needed, about service coming to my house to fix my furnace during a week of extreme temperature drop in *********, **** *****. They never sent anybody to me and eventually I started asking for my money back. They had stated during the last three calls that the check for $25.00 will come to my house eventually by this February 2025. The dates of my calls 11-30-24 12-04-24 12-16-24 12-23-24 01-03-25 01-20-25 My account/Service Agreement Number#***-***-**** I had been a customer with this company for ten years or more and no issues until now. They never sent anybody to me and eventually I started asking for my money back. They had stated during the last three calls that the check for $25.00 will come to my house. My son's debit card was used for the payment to Home Serve and so was his email. My son's name is ****** ****** ***** and his email is ************************** The last four of his debit card number is ****, it's a ***** ***** **** **********. My name is **** ** ***** I don't have debit cards and emails.

  

  Business Response

  Date: 03/05/2025

  We are in receipt of the complaint filed by **** ***** and regret to learn of her dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously and are happy to report that the issue is resolved.
  
  In response to this complaint, a member of HomeServe’s Office of the President conducted a detailed investigation of the issue and as a result, called Ms. ***** on February 25, 2025, and agreed to her refund request. Ms. ***** accepted this outcome.
  
  We trust this response satisfactorily resolves *** ******* 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:02/21/2025

  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.

  Paid for a service contract. Heat went out, guy homeserve sent said furnace could not be fixed. He shut unit down and left, leaving house in cold where pipes could burst, etc. Called **** *** ****, and they fixed furnace in 2 hours. HomeServe should pay the bill at the very least. I called them, no one calling me back.

  

  Business Response

  Date: 03/06/2025

  We are in receipt of the complaint filed by ***** ******* and regret to learn of his dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously and are 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 *** ******* on February 28th, 2025, and advised that he would be reimbursed for the out-of-pocket cost of the repair. *** ******* accepted this outcome.
  
  We trust this response satisfactorily resolves *** *******’s 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: 03/06/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  It isn’t entirely accurate. Kristen c******** from home serve did call and email me. Expressed it was result of a lazy tech who came regarding why this whole event took place. She said I would be refunded but *** **** would be handling that part. No time frame has been given by home serve or *** **** as to when I can expect refund. No sense or expedition or urgency was displayed, as I had to contact Ralph R*** to even know this refund was even in the works; he did not contact me to let me know this. Home serve has offered nothing in the way of assurance this will not happen again, no future discount on contracts, nothing. Seems like a big company where I am just a number and if I did not contact bbb, they’d have never returned my calls I made before contacting BBB and puc. Disappointing indeed.
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 03/14/2025

  We are in receipt of the rejection filed by ***** ******* 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.
  
  In response to this complaint, a member of Homeserve’s Office of the President team (“OTP”) conducted a detailed investigation of the issue and contacted *** ******* on March 6th, 2025, and advised that the full reimbursement was approved.
  
  We understand that *** ******* remains dissatisfied with the processing time required to receive his reimbursement.
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond.

  Customer Answer

  Date: 03/14/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  It is indeed fact I haven’t received my reimbursement yet and have no idea when it will arrive. If I made them wait for their money to renew my four contracts, would that be acceptable with them? Of course not. I paid over 900 dollars for the four service contracts. This is what I received for it, a guy coming from Allentown who didn’t even want to make the drive, let alone fix my furnace. They charge more now that ever and the quality has gone downhill significantly. I will not be renewing. They offered nothing for my losing a half day’s wages and the potential disaster I could have had if pipes would’ve burst. Terrible business and way to do business; and I’ve been a customer of theirs since ugi subcontracted them, and was with ugi for 20 plus years . They do not care.
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 03/25/2025

  We are in receipt of the rejection filed by ***** ******* 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.
  
  In response to this complaint, a member of Homeserve’s Office of the President team (“OTP”) conducted a detailed investigation of the issue and contacted *** ******* on March 6th, 2025, and advised that the full reimbursement was approved.
  
  We understand that *** ******* remains dissatisfied with the processing time required to receive his reimbursement.
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond.

  Customer Answer

  Date: 03/26/2025

  
  Complaint: ********
  
  I am rejecting this response because: I still haven’t received my approved promised reimbursement and it is 3/26/25. I have heard from no one since I was told it was approved. That is how much they care about their customers. Again I would like to see if they would wait for their premium as patiently as it is expected of me to wait. And for all this inconvenience, they offered nothing. Let people decide for themselves whether or not they truly care and are worthwhile with which to spend hard earned dollars to do business.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:02/20/2025

  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.

  6 weeks have gone by since I made my first claim on a clog in my sewer line. Since then, HomeServe has sent out 12 plumbers on 5 different occasions. Each time a new plumber group showed up I would have to tell them what the previous plumber had done. I found out through the local electric company as they were marking my yard that there would have to be digging involved. That was 2 weeks ago. Since then, we had a major rainstorm that flooded my basement with 6 inches of water and damaging my water heater. Had the clog been fixed in a timely manner, my sub pump would have prevented this. Plumber #12 showed up 3 days ago with no equipment and by himself. Again, I had to explain what the previous plumbers had done. He took 3 minutes to look around the yard and came to the conclusion that a tree on the opposite end of the yard and house from the sewer line was the culprit and that I would have to pay for the tree and stump to be removed before any progress would be made. The 11 previous plumbers who actually worked on the line made no mention of the tree. I contacted customer service who made it clear that this is my problem and not theirs until this tree is removed. The tree that has no contact at all with the sewer line. I also feel compelled to point out that HomeServe used ****** ******** the first 4 visits until I requested another company due to not only lack of progress but even more damage (according to plumbers #10 & 11). I bring this up because HomeServe owns ****** ******** which makes me feel they have dragged this out on purpose to cap out my claim while doing minimal work.

  

  Business Response

  Date: 03/05/2025

  We are in receipt of the complaint filed by **** ****** and regret to learn of his dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously and are working with *** ****** to resolve the issue to his satisfaction.
  
  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.

• Initial Complaint

  Date:02/19/2025

  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.

  I was double charged for services in December of 2023. I called the company in January 2024 to complain and ask for a return of double charge amount of $125.88. The charges in December 2023 were $125.88 on 13Dec23 and $125.88 on 19Dec23. The telephone call in January 2024 resulted in a tape message from the company HomeServe saying that they were aware of a problem with some clients being double charged and that they will respond with a refund as soon as possible. I sent an email 13Jan2025 to HomeServe stating that I was still waiting for my refund. They replied (17Jan25) that they had reviewed my billing history and found that it did not show that I had been over charged. They then asked for a bank statement showing the duplicate charge. I provided (20Jan25) a copy of the bank statement showing the duplicate charge during the month of December 2023. They responded on the 23Jan25 that they had received my email and to give them 24 - 48 hrs to answer my email. Ten days later and I had not received a reply to the submission of the monthly statement. I sent (07Feb25) another email to HomeServe asking for an overdue response. They replied with an email stating that the bank statement showed failed payments and asked for another bank statement. I regularly balance my bank statements. Those payments did not fail; especially after they had previously admitted that they had double billed some of their clients. The next time that I see HomeServe in my bank book is 09Dec24 for $131.88 and 31Dec24 for $107.88. I have two separate accounts with them. They owe me $125.88.

  

  Business Response

  Date: 02/25/2025

  We are in receipt of the complaint filed by ****** ******* and regret to learn of his dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously and are 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 *** ******* on February 20, 2025, and offered to refund the duplicate payment. *** ******* accepted this outcome.
  
  We trust this response satisfactorily resolves *** *******’s concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond.  We welcome Mr. ******* to reach out to us with any further concerns.

  Customer Answer

  Date: 02/27/2025

  The problem with HomeServe has been successfully resolved. They have returned the overcharged amount of money from December of 2023. Thank you very much for your input into this matter with HomeServe.

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

• Initial Complaint

  Date:02/18/2025

  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 12/21/24 at 6PM my gas furnace stopped working. I called HomeServe to report this and was told someone would contact me with an appointment shortly via text or e-mail, which they did , but it said they would be out the next day between 111AM & 11PM. I called this company and told them I needed someone out here tonight's' it's a gas furnace, and I don't know what is wrong and the temp is going down to 10 degrees tonight. He told me when HomeServe called he told him that no one was available tonight as it was their Christmas party.I called HomeServe back and spoke with rude Angela who told me my account was suspended. because I did not renew my contract. I told her it renews automatically and On 9/24/24 $44.97 was charged to my ********** for the next 3 maths, covering me to 12/24. She sent my call to customer service, which closed at 4PM on Sat. and it was 8PM. I had to go on line and find a heating contractor that would come out tonight and I did and he came at 10PM and fixed my furnace. The charge was $240.00, which I have sent to HomeServe after calling on Monday and getting a claim number and address to send the copy to. As of 2/16/25 I have not received anything and when I call I get sent to different departments and am told nothing, other than they can't help me. I am tired of calling and getting the runaround. I recently lost my husband, who always took care of problems, and I don't think I can trust HomeServe in the future.

  Customer Answer

  Date: 02/25/2025

  Received a call from Homeserve last week stating they want me to. resend a copy of the bill that I already sent to the reimbursement dept the first week in January. The woman that called said she would email me her name and the address to send it to,as she wanted it sent directly to her,she said she would email it to *********************, the email I use and I said that was correct. As of today February 24 I have not received anything via email. I called the number that she called me from but no one answered. I left my name and phone number and said I have not received any emails from her and to please call me back. Did not acknowledge my phone call.Still waiting.

  

  Business Response

  Date: 03/06/2025

  We are in receipt of the complaint filed by ***** ****** and regret to learn of her dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously and are happy to report that the issue is resolved.
  
  In response to this complaint, a member of HomeServe’s Office of the President conducted a detailed investigation of the issue and as a result, called **** ****** on February 18, 2025, to request a copy of her invoice for the services provided by the third-party contractor. On March 4, 2025, we received the invoice and agreed to reimburse her. **** ****** accepted this outcome.
  
  We trust this response satisfactorily resolves **** ******’ 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: 03/06/2025

  
  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:02/14/2025

  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.

  2/13/2025. I was billed 95.88 for coverage I didn't sign up for. They have sent out mailers about coverage, but I never selected any options and I have no idea what this is for. Somehow, they got my credit card information from several years ago and decided to bill it. I will also be filing with the **** ** ****** regarding the matter as they did not have our permission to bill us forcing the issue.

  

  Business Response

  Date: 02/25/2025

  We are in receipt of the complaint filed by *** ******* and regret to learn of his dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously and are 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 *** ******* on February 14, 2025, and advised *** ******* that he had enrolled in HomeServe coverage via the web in 2018.  *** ******* accepted this outcome.
  
  We trust this response satisfactorily resolves *** *******’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:02/13/2025

  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 has been an ongoing problem with my billing. At first I agreed to keeping 2 plans at 50 percent off then was told it was a "term" which I was never told that. Then they said they could only do 10 percent off and they still cannot get that right as they continue to bill me the regular price over and over without any adjustments. Please see attached emails.

  

  Business Response

  Date: 02/25/2025

  We are in receipt of the complaint filed by ***** ******* and regret to learn of his dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously and are happy to report that the issue is resolved.
  
  In response to this complaint, a member of HomeServe’s Office of the President conducted a detailed investigation of the issue and as a result, called Mr. ******* on February 21, 2025, and advised the system issue is resolved for future billing and offered a refund.  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:02/12/2025

  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 have exterior water line insurance with this company. I have had 4 water line breaks in the past when the insurance was previously held by ******** ******* ********. The leaks were always promptly repaired (in a few days). This time it took 5 weeks and since there had been so many repairs it was decided the whole line needed replaced. They had trouble finding a contractor to do the job and at one point told me that I could find my own and they would reimburse me. I did, then they said they had found one and I had to use him but we were waiting to get on his schedule. When we finally got on his schedule the cost was more than what they would pay and I would have to pay the difference. But a contractor I had found would do it for what they allowed plus use copper instead of plastic pipes, but would not accept payment from Home Serve. So Home Serve agreed to let me pay out of pocket and they would reimburse me when I submitted the paperwork. My guys were able to come the following week and replace the line,and after 5 weeks water was no longer being pumped from my sump out into the street non-stop. Now to get reimbursed, the same day as the repair, 12/26, I submitted the requested paperwork. Then 2 weeks later, they asked for a more detailed invoice and the REASON for the repair (as if they didn’t have years of records of that). I resubmitted. Then in another 2 weeks they said they couldn’t find a paid invoice, and when they got that they could probably make a determination by the end of the week (1/26), so I resent that. Mindyou, I have called several times, but I can only call the the phone tree # which gives me a different rep every time, many of which are polite and try to be helpful by agreeing to email the reimbursement dept and their supervisor and promising that someone will get back to me. Nothing. I have e-mailed the reimbursement dept, they do not answer my emails. This is the same issue I had trying to get the repair done, no direct contact.

  

  Business Response

  Date: 02/20/2025

  We are in receipt of the complaint filed by ****** *********** and regret to learn of her dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We 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 February 13, 2025, approving her request for reimbursement up to the remaining benefit of her service agreement.
  
  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.