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:18/12/2023

  Type:Sales and Advertising 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.

  In December of 2023, we had a resident who required a sewer line repair. Our contact for this program advised us that they had a program called the ***** Program, that would assist our residents who could not afford to affect the repair, regardless of whether they purchased the Warranty. This was a big deciding factor in endorsing this Product. When I attempted to assist an older gentleman with this application, just before Christmas, I was sent back and forth between **** and ********* for 4 hours only to find out that this program, that was used to get us on board, may or may not exist and is only available in the United States.

  

  Business Response

  Date: 20/12/2023

  We are
  in receipt of the complaint filed by Ms. ***** and regret to learn of her dissatisfaction. ********* 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 *********’s Office of the President conducted a detailed
  investigation. It was discovered that Ms. ***** is not a *********
  customer but rather the Deputy Clerk of the Town ** *******. She was inquiring
  on behalf of a Canadian consumer in relation to the Service Line Warranties of
  Canada (SLWC) Carers Fund for non-customers. There was a misunderstanding
  during her communication with *********, leading to the incorrect information
  that no such SLWC Carers fund existed.
  A representative
  from our Office of the President (“OTP”) liaised with the SLWC Account
  Management, who then reached out to Ms. ***** to clarify the process for
  accessing the SLWC Carers services. An SLWC Carers representative has also been
  in touch with the concerned consumer to assess his eligibility for assistance
  in Sewer Septic Line repair. A contractor has been assigned to provide a
  diagnosis and estimate. Following the estimate, our SLWC representative will
  maintain communication with both the consumer and Ms. *****.
  We hope
  this response adequately addresses Ms. *****' concerns. We appreciate you
  bringing this matter to our attention and giving us the opportunity to
  respond. 
  

  Customer Answer

  Date: 20/12/2023

  
  
  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:07/12/2023

  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.

  I had work done in October, paid for it all it came to $6300. I input it all the information that the company needed to send me my reimbursement. I was waiting for another invoice as the finance manager of the other company that I was using to do, all the digging was away. I sent it to the reimbursement company that i was told to send it to. They said to me that I should have a check within 14 days. Well, we are now looking at. 2 months now and I have not received any reimbursement check. I have called multiple times and kept getting run around. All I would like is my funds back as I pay in to this and I am not impressed at all. This company feels like a scam and all there out there is to get your money. They will not reimburse you if you go with another company and not the one they choose. We live in a small town so I did not like the company that they were giving because I had to pay alot more out of my pocket. So I went with a smaller company which was a lot less.

  Customer Answer

  Date: 19/12/2023

  Yes I did get a call back was informed they were going to look into it. Email me back the next day and nothing as of yet from them.

  

  Business Response

  Date: 29/12/2023

  We are in receipt of the
  complaint filed by Ms. ***** and regret to learn of her dissatisfaction.
  ********* *** 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 *********’s Office of the President conducted a detailed
  investigation of the issue and as a result, called Ms. ***** on December 20,
  2023. Ms. ***** advised she had received the reimbursement check on December
  19, 2023. The OTP representative apologized for the delay and inconvenience.
  
  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.  

  Customer Answer

  Date: 29/12/2023

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

  I was called on Dec 20th after I received the cheque and was told that she would email me all her contact information, which never happened.  She then informed me that she was going to do a full investigation on what had happened and let me know her findings via email, still haven't heard anything. This was the 2nd time that head office said they were going to email and nothing.  I feel as though head office gets the BBB complaints calls the client and makes promises and never keeps. I also found out that the cheque was never sent out till Dec 14th so all the previous times they informed it was sent was ****.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 11/01/2024

  We are
  in receipt of the complaint rejection filed by Ms. ***** and regret to learn of their continued dissatisfaction. ********* *** 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 *********’s Office of the President “OTP”) contacted Ms. ***** via email on January 11, 2024,
  honoring her preferred communication method. In this communication, the
  representative explained the reasons behind the delay in the reimbursement
  payment. Our records indicate that the reimbursement check, after being
  reissued by our finance team, was received by Ms. ***** on December 19, 2023.
  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.

  Customer Answer

  Date: 22/01/2024

  
  
  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:29/09/2023

  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 August 4-2023,I made a payment totaling 140.99 on my credit card, because the cheques that I had sent for this service were not received in time. On or about August 14, they cashed the cheques but failed to refund me the monies paid by credit card. I have been in touch twice with these people trying to get a refund. My last conversation was on Aug.25-2023 when I was promised a refund on my credit card within 7 business days. As of today I haven’t received a refund. I trust you can get this resolved for me.

  

  Business Response

  Date: 04/10/2023

  We are in receipt of the
  complaint filed by ******** ****** and regret to learn
  of his dissatisfaction. Service Line Warranties of
  Canada (“SLWC”) 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 SLWC’s Office of the President conducted a detailed investigation
  of the issue and as a result, called Mr. ****** on September 29th,
  2023. Mr. ****** confirmed he had not received his credit card refund to date.
  The member processed the customer’s refund request and advised to allow 7-10
  business days for showing on his account. 
  The member advised that they would follow up with him once the refund
  had been processed. Mr. ****** accepted this outcome.  The refund was processed today, October 2,
  2023, and the member will be contacting the customer.  
  
  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.

  Customer Answer

  Date: 06/10/2023

  
  
  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:03/10/2022

  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.

  It has been four months and my sewer is not fixed. I called slw in June 2022 telling them that I had already gotten a quote and just need them to approve it . They told me that they have their own contractor that they use. I explained to them that in my case only 3 contractors could work on my problem due to the break being in the road. They insisted that they still have to use their own. After four months and many phone calls they told me one of the 3 ( that i intially told them about) will contact me. I am still waiting in Oct 2022 . I am fed up of this business. There is no urgency with them. A sewer break should be done asap. Waste of money and time. I will like either my line to be fixed in the next 30 days or a full refund of all the payments I made to them. If I had paid out of pocket my sewer would have been fixed already. **** ******* ***** **** * **** *** ***** ** ****** I even once ask to speak to a supervisor but no one called me back. Terrible customer service and terrible actual service.

  

  Business Response

  Date: 06/10/2022

  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 this complaint, a member of HomeServe’s
  Office of the President conducted a detailed investigation of the issue and as
  a result, contacted Ms. ****** on October 3, 2022 to advise that a contractor
  had been assigned and would call to schedule an appointment to diagnose and
  provide an estimate for the repair. On October 5, 2022 the OTP member contacted
  Ms. ****** to confirm receipt of the contractor’s diagnosis and estimate for
  the repair. The *** member advised that the estimate exceeded the benefit amount
  and discussed the out-of-pocket cost, half of which HomeServe offered to cover
  as a courtesy, due to the delay in service. Ms. ****** accepted the offer and
  approved her portion of the out-of-pocket cost. The contractor has been
  notified of the approvals and has been asked to schedule the repair. Ms. ******
  was satisfied with the resolution offered.
  
  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.