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Description

Service contracts for the emergency repair or replacement (depending upon plan) of residential infrastructure, such as water and sewer service lines, electrical wiring, gas piping, heating, cooling and water heating equipment, and other related systems.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that HomeServe USA Corp. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for HomeServe USA Corp. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 221 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

221 complaints closed with BBB in last 3 years | 78 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 40
Billing/Collection Issues 37
Delivery Issues 3
Guarantee/Warranty Issues 6
Problems with Product/Service 135
Total Closed Complaints 221

Customer Reviews Summary Read customer reviews

31 Customer Reviews on HomeServe USA Corp.
Customer Experience Total Customer Reviews
Positive Experience 5
Neutral Experience 2
Negative Experience 24
Total Customer Reviews 31

Additional Information

BBB file opened: July 14, 2009 Business started: 04/19/2002 in PA Business started locally: 08/01/2008 Business incorporated 04/19/2002 in PA
Type of Entity

Corporation

Business Management
Mr. Thomas J. Rusin, Chief Executive Officer Ms. Graceann Pisano, Assistant General Counsel
Contact Information
Principal: Mr. Thomas J. Rusin, Chief Executive Officer
Business Category

Water & Sewer Line Protection Plumbing Plan Services Water Heaters - Repairing Heating & Air Conditioning Air conditioning & Heating Contractors - Residential Heating Equipment & Systems Cleaning & Repair Other Heavy and Civil Engineering Construction (NAICS: 237990)

Alternate Business Names
Home Emergency Insurance Solutions Home Serve HomeServe HomeServe USA Energy Services HomeServe USA Energy Services (New England) HomeServe USA Repair Management (Florida) Corp. HomeServe USA Repair Management Corp.
Additional Information

BBB recommends that consumers review the water service line coverage details to be sure they understand the conditions under which their service plan applies.

Coverage details and exclusions can be obtained by calling 1-855-696-1529 or by accessing the following website:  www.homeserveusa.com. 

Should you have any outstanding complaints or concerns, it is suggested that you first contact the company at 1-855-696-1528. 

Government Action

On October 26, 2015, HomeServe, USA, Corp. and HomeServe USA Repair Management Corp. (HomeServe) entered into an Assurance of Discontinuance with the Attorney General of the State of New York, to settle allegations that in 2010 HomeServe solicited coverage for water line and exterior electrical protection coverage by implying the company was acting on behalf of the customers utility company or a government authority. The settlement further alleges that HomeServe did not clearly and conspicuously disclose scope of coverage and all material exclusions to service coverage. This settlement applies to New York consumers. HomeServe had already voluntarily addressed and modified the solicitations at issue prior to this settlement. The Assurance was for settlement purposes only and should not be considered an admission of wrongdoing or judicial or administrative finding.
Under the terms of the Assurance, HomeServe agreed that it will not represent that HomeServe is affiliated with consumers’ utility or any other entity, or that the service plan is being offered, provided, or endorsed by any other entity, unless that is, in fact, the case. HomeServe will clearly and conspicuously include: all material terms and exclusions of a service contract, limitations to coverage in the first year; intervals at which consumers are charged; renewal charges and steps required to avoid charges; methods of automated billing that may incur charges; notice that enrollment is optional; changes to Terms and Conditions at renewal; and the city and state of its corporate headquarters. HomeServe will not automatically renew any service contract without sending written notice by mail.
For settlement purposes, HomeServe agreed to pay the State of New York $100,000 for consumer redress, costs, or fees. HomeServe has also voluntarily agreed to establish a fund in the amount of $100,000 to provide free exterior water service line repairs to low income New York consumers through their charitable program HomeServe Cares. 

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.