ComplaintsforHomeServe USA Corp.

• Initial Complaint

  09/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid HomeServe in August for my 2 accounts that I have with them. Sept. 23,2021 they withdrew 2payments from my account. They committed fraud. Representative said money should be returned with 5-7 business days. Why should I have to wait for my money when they withdrew the money illegally. I also told them the amounts did not match to what my monthly withdrawal was.

  

  Business response

  10/05/2021

  We are in receipt of the complaint filed by Ms. **** and regret to learn of her dissatisfaction. HomeServe USA (“HomeServe”) 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 called Ms. **** on September 28, 2021.  Ms. **** confirmed that she had received the refunds and her billing issue was resolved.
  
  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

  09/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Property located at **** ***** ***, ******** ****** **. Air conditioner unit went out in July. Contractor sent by Home serve **** attempted to repair the unit multiple times over a period of 2 1/2 weeks. Contractor supplied by Home serve actually walked off the job with the unit not working.Finally I had to hire my own contractor at a cost of $621. Within one hour the unit was working properly. I have also incurred $1000 in reimbursement expenses because of the air conditioner not working for more than two weeks. Oh home serve has refused to return phone callsI have escalated the issue repeatedly to no avail. All receipts have been uploaded to home serve from home verifying the money has been spent. I have spent hours on the phone with these clowns to no avail

  

  Business response

  10/05/2021

  We are in receipt of the complaint filed by Mr. ***** and regret to learn of his dissatisfaction. HomeServe USA (“HomeServe”) 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”) conducted a detailed investigation of the issue.  A member of HomeServe’s Customer Service team called Mr. ***** on September 27, 2021 and offered to send a reimbursement check for his out of pocket expense.  Mr. ***** accepted this outcome.  The reimbursement is being processed and we ask Mr. ***** to allow 21 business days for delivery.
  
  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.Tell us why here...

• Initial Complaint

  09/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  HomeServe USA went into my bank account without my permission on Sept.13,2021 and took $71.88 for service I didn't ask for. I had service with them prior to this for three years and paid with a check for a lower price and didn't ask to renew this service this year. I called customer and was told I checked a box to have them withdraw from my account and I know that wasn't true. When I checked my bank account this was a big surprise to me. I would like to have $71.88 replaced back into my account because I didn't ask to renew.

  

  Business response

  09/21/2021

  We are in receipt of the complaint filed by Ms. ******* and regret to learn of her dissatisfaction. We are happy to report that the issue has been resolved.
  According to our records, Ms. ******* enrolled in Exterior Water Service Line coverage with HomeServe USA (“HomeServe”) on September 4, 2020. On September 15, 2021, Ms. ******* called HomeServe to state her policy had renewed from her checking account without her permission.
  In response to this complaint, a member of HomeServe’s Office of the President (“OTP”) contacted Ms. ******* at the phone number on file on September 21, 2021. Ms. ******* explained she did not choose the EZ Pay feature HomeServe offers and had chosen not to renew her coverage with HomeServe. The OTP member reviewed the renewal documentation from the previous year. Ms. ******* stated that she intended to check a box on the renewal slip that she believed was indicative of her payment amount, but she chose EZ Pay by mistake. The OTP member refunded Ms. ********* renewal fee and cancelled her coverage at her request. Ms. ******* accepted this outcome. 
  We trust this response satisfactorily resolves Ms. Jackson ’s concerns, and we thank you for the opportunity to respond. We welcome Ms. ******* to reach out to us with any further issues.

  Customer response

  09/21/2021

  
  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. But I know I didn't ask to renew.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  09/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’m filing this complaint for my 91 year old mother who has been paying HomeServe premiums for years. She was in the process of selling her home as she has moved to an assisted living facility. During one of the township inspections her outside sewage line was found to need repair. She had been carrying this type of insurance in order to avoid expensive out of pocket repairs. After she was informed by the township her sewage line failed the inspection and she would need it repaired before selling her house we filed a claim with HomeServe. HomeServe promptly denied the claim and we were stuck paying the bill for the repair. Exactly what we had hoped to avoid. The total out of pocket expense was $8500. HomeServe did send her $2000 as a goodwill payment. Still she expected the total to be covered.

  

  Business response

  09/29/2021

  We are in receipt of the complaint filed by Mr. ********* and regret to learn of his dissatisfaction. HomeServe USA (“HomeServe”) 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 September 29, 2021 and offered to send an additional reimbursement check for his out of pocket expense.  Mr. ********* accepted this outcome and confirmed his mailing address.  The reimbursement is currently being processed.
  
  We trust this response satisfactorily resolves Mr. Henninger’s concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond.  We welcome Mr. Henninger to reach out to us with any further concerns.

• Initial Complaint

  09/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased home serve for my dryer. They can not fix the dryer due to ********* no longer has the part. They advertise........... "Yes our home warranty coverage will replace your appliance if it's deemed unfixable up to your benefit amount" Even though the dryer is unfixable Home serve is not honoring the warranty information and refusing to replace up to the benefit amount.

  

  Business response

  09/29/2021

  We are in receipt of the complaint filed by Ms. ****** and regret to learn of her dissatisfaction. We are happy to report that the issue has been resolved.
  According to our records, Ms. ****** enrolled in Appliance Repair coverage with HomeServe USA (“HomeServe”) on November 18, 2017. On August 3, 2021, Ms. ****** called HomeServe to report that her dryer would not turn on. On August 5, 2021, HomeServe dispatched ********* to diagnose the issue. ********* replaced the motor, the blower wheel and diagnosed the main harness as burnt out. After multiple attempts to order the replacement main harness, ********* discovered the part was no longer made. The final determination was that the dryer would have to be replaced due to parts availability and that the cost would be an out of pocket expense.
  In response to this complaint, a member of HomeServe’s Office of the President (“OTP”) contacted Ms. ****** at the phone number on file on September 21 and September 23, 2021 and left voice mail messages. On September 28, 2021, Ms. ****** returned the call and stated that she understood her coverage to include replacement of items that could not be repaired. The OTP member clarified the terms and conditions of the contract and advised that only listed parts are covered for replacement, not the entire unit. The OTP member, as a one-time courtesy, offered Ms. ****** $250 towards the purchase of a new dryer. Ms. ****** accepted this offer.
  We trust this response satisfactorily resolves Ms. ****** ’s concerns, and we thank you for the opportunity to respond. We welcome Ms. ****** to reach out to us with any further issues.

  Customer response

  10/06/2021

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

  I have not received the courtesy $250 towards a new dryer.  

  It has been a week with no courtesy $250 towards a new dryer.

  
  Sincerely,
  
  ******* ******

  

  Business response

  10/19/2021

  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 working with Ms. ****** to resolve the issue to her satisfaction. 
  
  In response to Ms. ******’s complaint a member of the Office of the President tried to contact Ms. ****** on October 11, October 13, and October 19, 2021. The member was unable to establish contact with Ms. ******. We have confirmed with the finance department that Ms. ******’s check was accepted for processing on October 4, 2021. Our checks take up to 21 business days for processing 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 with any further concerns. 
  

  Customer response

  10/20/2021

  
  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.
  

  I have received the check.

  
  Sincerely,
  
  ******* ******

• Initial Complaint

  09/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted HomeServe in May 2021 when my entire sewer line collapsed and was seeping sewage under my home. I purchased the plan that covered the pipes outside of my home therefore, I had to pay to replace the sewer line under my home. HomeServe sent a plumbing company to replace the pipes yet had no one to restore the yard. Customer rep, Ms. J B****** consented to reimbursement if I found a landscaper. I found one and provided the requested documents. It’s been 4 weeks and No Reimbursement! Ms. B****** no longer answers my emails or calls!

  

  Business response

  09/29/2021

  We are in receipt of the complaint filed by Ms. ***** and regret to learn of her dissatisfaction. HomeServe USA (“HomeServe”) 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”) conducted a detailed investigation of the issue and as a result, called Ms. ***** on September 23, 2021 and advised that the reimbursement check has been expedited.    The OTP member called Ms. ***** on September 29, 2021 and left a voice mail advising Ms. ***** on when she should expect delivery.
  
  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.Tell us why here...

  Customer response

  09/30/2021

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

  As with every experience I have had with HomeServe, they clearly make false statements to cover up their shifty business practices! After filing a complaint with BBB on 9/14/21, I received calls from two HomeServe reps on 9/16/21. Both apologized for how I has been treated and PROMISED to resolve this matter swiftly. One even said that the check would go out the next day by ****** Well, that never happened! A week later I got another call from the “Office of the President” once again apologizing and stating that the check was never cut and she was extremely embarrassed yet would still work on resolving this. I wasn’t surprised but appreciated that at least someone was being honest. My next call from the Office of the President came on 9/29/21. I was told that the check was....“finally printed for your reimbursement and it is due to be delivered tomorrow (9/30/21) before 8PM”....these were the exact words. Well, again, lies! Today, 9/30/21, I received yet another call from the Office of the President and was told....”I am on a recorded line....I apologize, the check was not sent by ***** yesterday. It was put in the mail. You should get it in about a week.” I have no trust in HomeServe. They only called me again on 9/29/21 because I lodged another complaint against them with BBB on 9/28/21. I do not expect to get reimbursed! If $1,550.00 is so difficult for them to return after the millions of dollars they make from customers throughout the US, **** **** *** *** * ******** ** ***** *** **** ******* ** ** ******* ** ******** ************ ******* ******** ****** *************** *******
  
  Sincerely,
  
  ***** *****

  

  Business response

  10/11/2021

  We are in receipt of Ms. *****’s rejection of our response and regret to learn of her continued dissatisfaction.  We are happy to report that the issue is resolved.
  
  In response to this rejection, a member of HomeServe’s Office of the President (“OTP”) called Ms. ***** on October 8, 2021.  Ms. ***** confirmed that she had received the reimbursement check.
  
  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.
  
  Tell us why here...

• Initial Complaint

  09/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a warrantee through Homeserve. Called yesterday they said a company would call back yesterday or in the morning. That company did not call back so I called home server back and they gave me ***** ************* **********. They hadn't called the next morning so I called them. A guy **** ** ****** told me after they finish the first house they would call before they came. Later on, about 1 pm I called and a guy name Yoseph said they had not been sent an order for house. So I said one of you guys is totally lying because a guy this morning said they were coming. So I hung up and called Homeserve and told a person name Adrean and he put me on hold and hung up. So I called back and talked to Wilma and ask for the corporate fax and address. she put me on hold and came back and said she couldn't find those but she gave me a corporate me a corporate number. So now a company isnt comint till monday if they come the address is **** ******* ****** *************

  

  Business response

  09/27/2021

  We are in receipt of the complaint filed by Mr. ******** and regret to learn of his dissatisfaction. We are happy to report that the issue has been resolved.
  According to our records, Mr. ******** enrolled in Interior Plumbing and Drainage System coverage with HomeServe USA (“HomeServe”) on October 27, 2018. On September 11, 2021, Mr. ******** called HomeServe to report water leaking from his air conditioning unit. HomeServe dispatched ***** ************* ******** ***. (“Smart”) to diagnose the issue. Smart could not detect any issues with the unit.
  In response to this complaint, a member of HomeServe’s Office of the President (“OTP”) contacted Mr. ******** at the phone number on file on September 17, 2021. Mr. ******** stated that his complaint was resolved, and he no longer needed assistance.
  We trust this response satisfactorily resolves Mr. Harrison ’s concerns, and we thank you for the opportunity to respond. We welcome Mr. ******** to reach out to us with any further issues.

*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. ↩