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Complaint Details
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Initial Complaint
10/11/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hello, I called about an interior drainage problem at my house. A technician came out, was not able to spot the problem, said it could be my sump pump, my foundation or something else. The technician stated that my sump pump is not working. I explained that he needs to fill up the pit more as the floater is not high enough for it to activate. The pump is also 1 year old. He said that my pit could be overflowing and that’s where I am seeing water. I stated that, while that may make sense. The pit is currently empty, so if my pump was not working, then the pit should be full of water. In addition, where I was seeing water was on the opposite side of the room. No where near the pump. The technician told me I should wait for it to rain again and they will have to come back out. I called back to get a second opinion and was denied, when I asked why, I was told that homeserve does not cover sump pumps. Which is fine, I don’t want my sump pump fixed nor replaced.
Business response
10/26/2021
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.
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
10/11/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I found a leak from under my cement patio (now deck is over patio for 2 years) since Oct 2,2021. I have been paying for Homeserve "Water Line Replacement'" and "Preferred Water Line Restoration" for years. Homeserve sent out 2 plumbers at different times this past week on Oct 5 and Oct 6. First plumber could not do anything but be rude to me as it was raining. Both plumbers said I had to dismantle deck and jackhammer up the cement patio for them to look for leak. They said that is the ONLY way they could fix the problem. I do not want to dismantle my deck or patio, and put a "bandaid" on the problem for me to fix again. I have consulted with "Leak Specialist" and am getting estimates from more than one certified plumber that says I can correct this problem by starting from my water meter and rerouting pipes under my house (crawlspace) and avoid the deck area. I have been exceedingly stressed at the thought of dismantling my deck, *** * **** **** ** ***** *** **** ******Business response
10/14/2021
We are in receipt of the complaint filed by Mrs. ****** and regret to learn of her dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously and are happy to report that the issue is resolved.
In response to this complaint, a member of HomeServe’s Office of the President conducted a detailed investigation of the issue and as a result, called Mrs. ****** on October 12, 2021, and offered to reimburse her for the repair. Mrs. ****** accepted this outcome.
We trust this response satisfactorily resolves Mrs. ******’s concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We welcome Mrs. ****** to reach out to us with any further concerns.Initial Complaint
10/06/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
My mother ******* * ******** is in a memory care facility and I'm in the process of filing for guardianship. She received a statement from HomeServe Acct #******** for **** *********** *** **************** ** ****** I explained she was in the facility and not mentally aware. They would not discontinue the Service agreements and continue to bill until I provide them with guardianship documents. Obtaining those documents will take a while and they are using predatory practices in my opinion given the circumstances. This is billed in the ******** ****. There are also restrictions on prorating and refunding depending on the number of days since the start of the agreement. In this situation, these are unreasonable and unfair to elderly patients with ********************Business response
10/07/2021
We are in receipt of the complaint filed by Mrs. ******* 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 we 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 Mrs. ******* on October 6, 2021 and offered to cancel her mother’s plans immediately. Mrs. ******* accepted this outcome.
We trust this response satisfactorily resolves Mrs. *******’s concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We welcome Mrs. ******* to reach out to us with any further concerns.Initial Complaint
10/04/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Had water leak since August 16th. I have insurance with homeserve. I have had them since 2019. To date the issue has not been fixed. They say they are sending local contractors but there is no working phone number or voicemail. It has been continuously leaking 24 hrs a day for 6 plus weeks. Last contact was with Dajah who will not let us talk to manager to resolve a problem they are required to solve 6 WEEKS ago.Business response
10/15/2021
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.
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
10/01/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We pay for a warranty on electrical issues inside and outside if our home, I reported an electric problem with our ceiling fan and repeated power outages and surges. I contacted home serve 23 Sep 2021, as of this very moment 2:22, 1 Ict 2021, NOTHING has been done to investigate and resolve our problems. Again, this is an ELECTRICAL problem which I believe requires immediate attention ! I have spoken to no less than 6 representatives, all have done little to nothing to help me, with the exception of Lindsay. A supervisor, Iris, phone number ************* has been in contact the last 3 days and is completely ******** in her duties. She told me she would call me DAILY to let me know what is going on, this has not happened. She just called an hr ago to ask me if any tech has contacted me, THEY HAVE NOT. I have been getting the run around from nearly everyone I have spoken to. Again this is an ELECTRICAL problem and I believe this requires immediate attention, Home serve, do your job !Business response
10/12/2021
We are in receipt of the complaint filed by Mr. ***** and regret to learn of his dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously and are happy to report that the issue is resolved.
In response to this complaint, a member of HomeServe’s Office of the President conducted a detailed investigation of the issue and as a result, called Mr. ***** on October 4, 2021 and advised that a technician would be sent to Mr. ******* home immediately to perform the repair. 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 Mr. ***** to reach out to us with any further concerns.Customer response
10/12/2021
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
10/01/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I cancelled my account with HomeServe back in 2019. Home Serve is still taking money out of my account. I have repeatedly call, faxed and mailed Notices to their customer service department and was informed they cancelled the account and would return my money. They would stop taking money out of my account for a month and then it starts up again. This has been going on for 30 months now and I need them to stop and I need my money refunded back to me. The amount taken out was $41.97 x 30 months = $1,265.10. They have taken this money out illegally and I need it to stop. I also feel I am entitled to Emotional Distress in the amount of $2,000.00 for the total owed to me $3,265.10. I can mail you any documents you need to get this mater taken care of.Business response
10/15/2021
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 have made multiple efforts to contact Mr. ******** to resolve the issue to his satisfaction. However, we have been unable to contact Mr. ******** for resolution.
We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We encourage and welcome Mr. ******** to reach out to us with any further concerns.Initial Complaint
10/01/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
I called on 9/30/2021 to cancel my home warranty plan. I told the rep to cancel today. She told me I had to wait two months. I told her today and she hung up on me. I told her I didn't like their service because my a/c was broken for 3 days and the repair man said my unit had to be replace. They would not give menthe $2000. To install a new unit so I had to $14,000. To another company to get me a new heat pump a/c.Business response
10/12/2021
We are in receipt of the complaint filed by Mrs. ******* and regret to learn of her dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously and are happy to report that the issue is resolved.
In response to this complaint, a member of HomeServe’s Office of the President conducted a detailed investigation of the issue and as a result, called Mrs. ******* on October 4, 2021 and advised that the Heating and Cooling Repair plan does not cover replacements. The agent offered, as a one-time courtesy, to send a check to assist Mrs. ******* with replacement costs.
We trust this response satisfactorily resolves Mrs. *******’s concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We welcome Mrs. ******* to reach out to us with any further concerns.Initial Complaint
09/30/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have a Home warranty for plumbing with Home Serve USA (HS). Learned July 31, 2021 that I have busted drain pipe in the kitchen area. Was instructed by Home Serve that I needed to remove the kitchen sink & cabinets before the work could be started. Those items were removed Sat Aug 28, 2021. Was informed that **** **** ******* would be there Tue Aug 31, 2021. Home Serve has sent 3 plumbing companies to my home & all refuse to do the work. Last company came Aug 17, 2021. So at this point, I am without a kitchen sink for over a month now. Was told several times last week by HS Rep that my problem was sent to level 2 but that I'm not able to talk with anyone at that level. Can only call & leave messages but never receives a call back. I Provided Homeserve the number for the ****** ** whosaid he can do the work, but they have not been given authorization & Home Serve hasn't sent another plumber either.Business response
10/12/2021
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.
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.Customer response
10/13/2021
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
09/28/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
contacted homeserve:to fix leak in bathroom.plumber open ceiling to fix leak.started leaking again a week later called home serve back. plumber came and put some type of glue on pvc pipe and assured me it was fixed. this was june and july 0f 2019. paid contracted over 1200 dollars. to fix ceiling and had to have entire ceiling redone. out of pocket. leak is back in same spot! plumber has to break open ceiling agaain! i am a ******* and this is a LOT of money. need HELP with this bill was assured job was DONE. and no more LEAKS. i paid should'nt have to pay twice for work done in correctly. have to take days off AND HAVE TO FIND someone. had hard time getting someone to fix! ceiling. * ** *** ******* *** *** ***** ** *** **** *** ************* ** ******* ********** *** **** ***. request help in this matter. a single home owner. also the clean up of the debris is so heavy it actually broke the city trash. have to by myself!Business response
10/07/2021
We are in receipt of the complaint filed by Mr. ***** and regret to learn of his dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously and are happy to report that the issue is resolved.
In response to this complaint, a member of HomeServe’s Office of the President conducted a detailed investigation of the issue and as a result, called Mr. ***** on September 28, 2021, and offered a one-time courtesy check to cover the cost of his ceiling. 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 Mr. ***** to reach out to us with any further concerns.Initial Complaint
09/27/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
The agreed upon price was supposed to be $42.00 quarterly with this company, they instead charged me $56.06 quarterly.Business response
10/11/2021
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 October 1, 2021 and left a voice mail, advising that her plan would be discounted to match the previous year’s pricing.
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.
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932 total complaints in the last 3 years.
341 complaints closed in the last 12 months.