BBB Accredited Business Profile

HomeServe USA Corp.

HomeServe USA Corp.

(888) 752-6740

HomeServe USA Corp.

15 years in business
Headquarters
601 Merritt 7 Fl 6
Norwalk, CT 06851-1091
Fax Numbers
  • (423) 893-5406
Additional Phone Numbers
  • (855) 696-1528
Additional Email Addresses
  • bbbinquiries@homeserveusa.com
  • rachael.barrow@homeserveusa.com
Additional Website Addresses
  • http://www.homeserveusa.com
  • http://www.homeemergencyinsurancesolutions.com
  • http://www.yourserviceplans.com
BBB File Opened: 07/14/2009
Business Started: 04/19/2002
Business Started Locally: 08/01/2008
Business Incorporated: 04/19/2002 in PA
Type of Entity
Corporation
Business Management
  • Principal: Mr. Thomas J. Rusin, Chief Executive Officer
  • Mr. Myles Meehan, SVP Public Relations
  • Customer Service: Ms. Rachael Barrow, Call Center Compliance Manager
  • Mr. Michael Fahey, Deputy General Counsel
Contact Information
  • Principal: Mr. Thomas J. Rusin, Chief Executive Officer
  • Mr. Myles Meehan, SVP Public Relations
  • Customer Service: Ms. Rachael Barrow, Call Center Compliance Manager
  • Mr. Michael Fahey, Deputy General Counsel
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
  • Home Warranty Plans

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 1-888-752-6740 or by accessin...
  • 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 1-888-752-6740 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 1-888-696-1528. 

Alternate Business Names
  • Home Emergency Insurance Solutions
  • HomeServe USA Repair Management Corp.
  • HomeServe
  • HomeServe USA Repair Management (Florida) Corp.
  • HomeServe USA Energy Services
  • HomeServe USA Energy Services (New England)
  • Home Serve
  • Utility Service Partners
  • Service Line Warranties of America
  • Service Line Warranties of Canada

Alerts & Actions

Government Action

On May 18, 2015, HomeServe USA Corp. and HomeServe USA Repair Management Corp. entered into an Assurance of Discontinuance with the Consumer Protection Division of the Office of the Attorney General of Maryland to settle allegations that back in January, 2010 HomeServe solicited water line protection coverage by implying the business was acting on behalf of municipal governments, as well as other alleged violations of Maryland’s Consumer Protection Act.

The Assurance should not be considered an admission of guilt or finding of violation of law, and was for settlement purposes only.

This Assurance applies to HomeServe in connection with their 2010 offer and/or sale of certain home repair service agreements to Maryland consumers. The settlement contains advertising allegations that HomeServe addressed and modified in 2010. The settlement also contains allegations that without prior notice HomeServe required consumers to release it from liability for consequential damages caused during repairs; provided only 11 months of coverage during the first year of its “annual service” offer; and used overly general language to disclose certain coverage limitations.

Under the terms of the Assurance, HomeServe agreed that it will: extend certain eligible current customers’ water service line contracts by one additional month; not represent an affiliation with any municipality, government entity, or public utility, unless such a partnership exists; offer future Maryland consumers a full twelve months of coverage, which may be preceded by a waiting period; and refrain from requiring consumers to sign releases in order to claim covered repairs. When selling plans that have exclusions or limitations to coverage, HomeServe will refrain from using terms such as “any” or “all” to describe eligible repairs, and will conspicuously disclose limitations to coverage.

For settlement purposes, HomeServe agreed to pay the Consumer Protection Division of the Office of the Attorney General of Maryland $115,000.

HomeServe agreed to provide the Consumer Protection Division of the Office of the Attorney General of Maryland a list of the Maryland consumers who may be eligible for a refund, and the Consumer Protection Division will conduct a claims process to offer those eligible consumers an opportunity to receive a refund.

NOTE: HomeServe has notified Better Business Bureau that HomeServe made changes to their solicitations which addressed the allegations of this Assurance of Discontinuance prior to entering into the Assurance.

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.”

HomeServe USA Corp.

HomeServe USA Corp.

BBB ACCREDITED SINCE 02/03/2014

Customer Review Rating:

Positive
16%
Neutral
9%
Negative
76%

Composite Score:

0 3
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