Complaints

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:03/13/2025

  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.

  Since February or March of 2024, I have attempted to end my policy with Home Serve USA for water and sewer line insurance to my residence in Scottsdale, AZ, with negative results. I have telephoned them, emailed and sent a hand written note with negative results! I made the mistake of signing up with Home Serve USA in mid to late 2023. I agreed to a SINGLE monthly payment of $6.49 for water line insurance and a SINGLE $4.49 monthly payment for sewer line. I agreed to auto pay as well. I made the requests for cancelation to due Home Surve USA making repeated requests for monthly payments by mail! They claimed they did not receive my updated payment information that I provided to them over the telephone! They must have gotten my updated payment information correctly over the phone because they are still taking my money! Even then, I felt Home Serve USA was a scam or at least not a reputable business! I no longer wanted to do business with them!!! During December 2024, I was looking at my checking account statement and realized Home Serve USA had charged me on EIGHT different days in December of 2024, $6.49 and $4.49! I telephoned my bank and requested refunds for being charged for a service I was not getting and to stop further payments! My bank apparently refunded payments I was entitled to! Today (3/12/25) I looked at my checking account statement and discovered Home Serve USA had taken $6.99 and $4.99 from my checking account (recurring auto pay)! Since my previous attempts to cancel any service agreements with Home Serve USA have been unsuccessful! And my attempt to prevent Home Serve USA to stop taking money from my checking account without my authorization have been unsuc unsuccessful! I am demanding Home Serve USA cancel this so called water line and sewer line warranty! And STOP TAKING MY MONEY!!!

  

  Business Response

  Date: 03/26/2025

  We are in receipt of ******* *********'s complaint and regret to learn of his dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of the utmost importance. We take customer complaints seriously and are happy to report that the issue has been 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 March 13, 2025, canceled the contracts, and provided the customer with a refund.
  
  We trust this response satisfactorily resolves ******* *********'s concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond. 

  Customer Answer

  Date: 03/31/2025

  
  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:03/11/2025

  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.

  see Attached document
  

  *** **** did not honor its contract sewer line going to septic tank has a "belly" - which is an howard curve due to settlement. *** **** stated this is a pre _____ status. History of my property: Home built in 1997 which of course passed all inspections from _______ 2021 I had severe settlement issues on east and south side of home - paid his money to repair. Sewer system is on northside of home. Problem was not made known to me until Dec 2024 when line was clogged and had to be clear. *** **** would not repair the line stating "it was pre-existing system" 

  

  Business Response

  Date: 03/24/2025

  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.
  
  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 March 12, 2025, and offered to send a different service provider out for a second opinion, to which Mr. ****** accepted. A service provider was sent to Mr. ******** home on March 13, 2025, and confirmed the previous service provider’s findings and that Mr. ****** did not have an active blockage or leak. An agent educated Mr. ****** on the terms and conditions of his plan. Our stance on the matter remains and is supported by the terms and conditions of Mr. ******** plan. Mr. ****** regrettably remains dissatisfied.
  
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond.

• Initial Complaint

  Date:03/05/2025

  Type:Customer Service 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 complaint against HomeServe and their contracted service provider, ******* ****., re the incomplete repair of my sewer line & subsequent plumbing issues, & what may be a questionable business practice designed to force homeowners into out-of-pocket expenses for work that should be fully covered. 1. Incomplete & Defective Repair HomeServe initially approved & assigned ******* ****. to repair my sewer line. The repairs were performed, but the work was not fully completed, resulting in ongoing plumbing issues, including a gurgling noise in my bathtub when I flush the toilet, which never happened in 18 years of homeownership. 2. Misrepresentation by ******* ****. A technician from ******* ****. recently visited my home, but he did not come to resolve the gurgling issue, only to inspect and flush the toilet. The technician claimed that the new sewer pipe only extended to the asphalt; which is not true. He appeared unaware of how much of my sewer line had actually been replaced. Despite my repeated attempts to understand what they observed in the video inspection, the technician rushed through the explanation & refused to clarify much of the findings. 3. Possible Deceptive Practices Instead of addressing the ongoing issue, the tech repeatedly stated his boss would provide an estimate if I wanted to pay for the repairs privately. Seems HomeServe approves only partial repairs, then later rejects completion of the work, forcing the homeowner to pay additional costs to ******* ****. to finish the job. This practice creates a financial burden on customers and calls into question HomeServe's service agreements. 4. Lack of Accountability & Customer Support I have made numerous phone calls, sent multiple communications and numerous pictures to HomeServe regarding this issue, yet no real resolution has been provided. By demanding more communication & more pictures, their approach seems intended to wear down homeowners & avoid responsibility for fully resolving repairs.

  

  Business Response

  Date: 03/11/2025

  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.
  
  In response to this complaint, a member of HomeServe’s Office of the President (“OTP”) conducted a detailed investigation of the issue and emailed Ms. ***** on March 4, 2025. The OTP member offered clarification of coverage regarding what’s not covered under her Exterior Sewer/Septic Line coverage.
  
  We understand this may not be the outcome Ms. ***** desired, however, we maintain that the answer is fair, reasonable and consistent with the expectations of the service agreement. We appreciate you bringing this matter to our attention and giving us the opportunity to respond.

  Customer Answer

  Date: 03/12/2025

  
  Complaint: ********
  
  I am rejecting this response because: HomeServe continues to suggest that the gurgling in my bathtub is unrelated to the recent sewer line work performed outside. However, the fact that this issue only began after the sewer line was replaced is clear evidence of a direct cause-and-effect relationship.
  Once the exterior work led to an interior plumbing issue, HomeServe cannot dismiss its responsibility. The problem was created by the repairs they authorized, and they cannot evade accountability by citing the lack of an interior service contract. The responsibility to remedy the mistake remains with HomeServe, as the issue would not exist had the exterior work been properly completed.
  
  Sincerely,
  
  ********* *****

  

  Business Response

  Date: 03/14/2025

  We are in receipt of the 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 appreciate the additional information provided by Ms. ***** in respect to the diagnosis dispute regarding the gurgling in her tub, however our position remains unchanged. On March 3, 2025, per Ms. *****’ request we dispatched a network contractor to clear and camera her main sewer line. The network contractor found no blockage, leaking or any other issues with the main sewer line, making the determination that gurgling in the tub is not related to the Exterior sewer line.  
  
  We understand this may not be the outcome Ms. ***** desired, however, we maintain that the answer is fair, reasonable and consistent with the expectations of the service agreement. We appreciate you bringing this matter to our attention and giving us the opportunity to respond.

  Customer Answer

  Date: 03/17/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  The tech did NOT Clear the line. The tech had no machinery out to clear the line. The tech simply took a video and said there was water collecting in the line. The tech didn't even understand what had been done. And if the previous repair had been done properly, why is water collecting in the line?  Why would the tech fabricate that he cleared the line? He did not.
  Sincerely,
  
  
  ********* *****

• Initial Complaint

  Date:03/03/2025

  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.

  Entered by BBB staff **. The consumer states that her gas was turned off because the gas company said they could not get a meter reading. The pipe burst and water gushed over the entire home. The gas company sent a technician and told her that the furnace needed to be replaced. She paid a down payment for a new furnace of $2,000.00 to ******** ****; they said cannot replace the furnace until the pipe is fixed. She has a warranty with Home Serve; they sent a representative two times. Home Serve said they will not pay for the repair of the the pipe because it did not happen due to natural wear and tear. The consumer believes it should be covered because they did not make her aware of any exclusions when she purchased the warranty. The consumer wants Home Serve to cover the cost for the repair or replace the pipe.

  

  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.
  
  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 February 26, 2025. The OTP member offered clarification of coverage regarding what’s not covered under her In-Home Plumbing Repair service agreement.
  
  We understand this may not be the outcome Ms. ************ desired, however, we maintain that the answer is fair, reasonable and consistent with the expectations of the service agreement. We appreciate you bringing this matter to our attention and giving us the opportunity to respond.

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Billing issues: I paid my invoice via check in December 2024 for my policies with Service Line Warranties of America. The check cleared in December 2024 - I have proof. This payment was not credited to my account and I have received additional invoices. I have called at least 6 times to get this resolved. An agent finally opened a ticket over a month ago and advised me to send proof - I sent an image of the check that was cashed by my bank. They continue to tell me they have no record of this payment. I finally got connected with an agent that told me she will investigate - and requested I send a copy of my bank statement showing this payment. I provided this over a week ago and have not yet received any further communication on status. I see another complaint recently posted that had the same issue happen with their payment being 'lost'. Clearly this is not just an issue I am having with this company.

  

  Business Response

  Date: 02/25/2025

  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 21, 2025, and confirmed the missing payments had been received and applied to her policies.
  
  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: 02/26/2025

  
  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.

  I do not believe this would have been resolved by the company without filing this complaint - I called 6 times, sent 10 plus emails (with evidence of payment). As a result of this filing, the Office of the President reached out to ensure this got resolved.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:02/03/2025

  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.

  I had a Premier Heat Plan with this company for over twenty years. I received a bill mid December 2023 in the amount of $608.43. I contacted the company to discuss the bill as it was higher than normal. A women named ***** said she would discount the bill to $547.49. My account was withdrawn twice for both amounts $608.43 and the discount amount of $547.59. I called several times and was given fax numbers and email addresses to dispute my claim to their billing office but the contact information that I was given doesn’t work. I would like to receive a credit back in the amount of $608.49 as this is a lot of money for me. I am a senior and was taken advantage of. Please assist with this matter. Thank you.

  Customer Answer

  Date: 02/06/2025

  The last time that I spoke with someone at this company was approximately around near Christmas time I would say December 20, 2024.  The representative suggested that I write and send my complaint to the main office because she could not help me.  I mailed a letter to the company on December 30, 2024, but I have not received a response.

  

  Business Response

  Date: 02/24/2025

  We are in receipt of the complaint filed by Ms. ****** and regret to learn of her dissatisfaction. Service Line Warranties of America 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.
  
  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:01/27/2025

  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.

  I was approved for a reimbursement of 1589$ in early December and assigned a number ************-1. I faxed information requested on 12/6/24 including pictures and details of payment, repair and etc. I was told it would take 30 days to complete. I called HomeServe on 1-15-25 for an update and was told I would be contacted in 24/48 hrs. No response and I called again on 1-20-25 and was told again to expect a response In 24/48 hrs. No response again and called again on 1-23-25 and was told to expect a response in 24/48 hrs. I the asked to speak with supervisor or manager in authority and was told all that could be done was to continue to forward notes of my complaint. Their action and attitude is unacceptable. I informed them of my intentions of filing a complaint with BBB. Please help me get my reimbursement to which that agreed to approved. I recommend to anyone to avoid using HomeServe. Thanks ****

  

  Business Response

  Date: 02/05/2025

  We received ******* ********'s complaint and regret to learn of his dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of the utmost importance. We take customer complaints seriously and are happy to report that the issue has been 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 December 27, 2025, and reimbursed his expenses based on the invoices submitted. Mr. ******** accepted this outcome and confirmed receipt of the reimbursement.
  
  We trust this response satisfactorily resolves Mr. ********'s concerns. We appreciate you bringing this matter to our attention and allowing us to respond. 

  Customer Answer

  Date: 02/05/2025

  
  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:01/02/2025

  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.

  I have paid the invoice from November, for acct #**********, check #****. I checked with my bank, ****** ****** *****. The check cleared 12/12/2024. I keep getting invoices from Service Line Warranties, same invoice # that is already paid. I called them today, 12/31/24 and this was the Worst customer service I have ever had and I am in my 70's. When I finally reached a person, she couldn't access my account, on to the second who could not verify that it was paid, on to the third, the "manager", who said the bill was not paid. I gave her the same information I have provided to you. No clue. It seemed like they must be using paper records. This looks like it is a legitimate business, but the repeated invoicing seems more like an Elder Scam fraud. I have asked for a written response from them, if they remembered to write down my address. I am not expecting any response. Perhaps you could call them and use a megaphone. Completely unacceptable.

  

  Business Response

  Date: 01/14/2025

  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 Mr. **** to resolve the issue to his satisfaction.
  
  A member of HomeServe’s Office of the President (“OTP”) is investigating this matter thoroughly and working diligently to provide Mr. **** with the necessary answers to his billing questions and payment setbacks. We anticipate a detailed explanation in the next week.
  
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We look forward to reaching a mutual resolution with Mr. ****.

• Initial Complaint

  Date:12/26/2024

  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.

  For at least the past four years, I have purchased service line coverage with this company making my first call for help this summer when sewage backed up multiple times over three days into our home. The coverage was for up to $8,500 of repairs to the exterior sewer/septic line. They sent out a contractor (***** ***** *** *****) to inspect the damage. The contractor initially said that the problem was due to the "backflow" which is not covered by the company. The house in question was built in 1934 so we knew that it was more than the backflow causing this level of sewage back up issues. When I escalated to the company a second time requesting a second inspection, ***** was sent back out and agreed that the pipes themselves were in fact the source of the issue. The contractor did not feel capable to do the work and referred us to a second company (******* ********) to get the problem addressed. The total cost was over $18,000 not including the backflow repair, which we knew would not be covered. I appeal again to the company requesting reimbursement for eligible costs up to $8,500. The gentlemen referred me to ****************************** to request reimbursement. I never received a response back from October 29 to now. I called once more this morning (12/26) to cancel this plan feeling like it is a scam to take seniors' money but not actually pay out claims. The customer service agent in the cancellation department hearing my issue escalated again citing that because their contractor referred me internally to another contractor - and the work done was within the policy's scope, I am eligible for reimbursement and escalated to the repair department. The repair department punted and said this claim could not be reimbursed because the contractor who did the work wasn't their own contractor. We as the customer are caught in the middle of their lack of clarity in practices AND them really not wanting to pay out this claim.

  

  Business Response

  Date: 01/07/2025

  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.

  In response to the complaint, a member of HomeServe's Office of the President ("OTP") conducted a detailed investigation. The OTP member made multiple attempts to establish communication with Ms. **************, both through phone calls and email.

  Regrettably, despite these attempts, our OTP representative was unable to contact Ms. ************** to address her concerns. The member also reached out to Ms. **************’ service provider to gather more information but has not heard back at this time.

  We encourage Ms. ************** to reach out to us at her earliest convenience to discuss the reimbursement process further. We appreciate you bringing this matter to our attention and giving us the opportunity to respond.

• Initial Complaint

  Date:11/27/2024

  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.

  On 11/26/24, Service Line Warranties denied claim for repair of a pressure reducing valve and that item is specifically covered in the contract.

  

  Business Response

  Date: 12/03/2024

  We are in receipt of **** **********'s complaint and regret to learn of his dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of the utmost importance. We take customer complaints seriously and are happy to report that the issue is resolved.
  
  In response to this complaint, a member of HomeServe’s Office of the President conducted a detailed investigation of the issue and called Mr. ********** on November 27, 2024. The member reviewed the benefits of the service agreement, and Mr. ********** understood and agreed with the coverage findings.
  
  We trust this response satisfactorily resolves Mr. ************ concerns and we appreciate you bringing this matter to our attention and giving us the opportunity to respond.