Complaints

This profile includes complaints for HomeServe USA Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  HomeServe USA Corp.

  601 Merritt 7 Fl 6 Norwalk, CT 06851-1174

  
• 

  HomeServe USA Corp.

  45 Glover Ave Fl 6 Norwalk, CT 06850-1238

  
• 

  Home Service USA Corp

  On File with BBB Nashville, TN 37219

• 

  HomeServe USA

  PO Box 267 Annapolis, MD 21404-0267

• 

  HomeServe USA

  PO Box 167 San Jose, CA 95103-9978

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:05/08/2025

  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.

  Our monthly bill for services is $36.98 charged to our credit card. 8 credit card charges were made to our account in a 6 month period. I want a 2 month refund applied to our credit card account. I sent documentation to the company in late January 2025.showing 5 charges in 3 months. I heard nothing back from them. I called 2-10-2025 and was told by Kenneth,a service representative, that they would extend the payments so that my next payment would be due April 25,2025.My April credit card statement shows 2 more charges on 3-25-2025 and 3-26-2025. I also went online and found another charge for April 25, 2025. I tried to call the company many times to speak to someone in the billing department. I was put on hold, transferred to another agent , put on hold again. In all I spoke to 8 agents. The last person I spoke with told me that agents were not able to transfer me to the billing department. I feel I was given the run-around. On Wednesday May 4,2025 I resent the above documents to ******************. This time I did receive an email reply (May 2, 2025) that they had received the documents and they were forwarded to the appropriate party. I do not want to have the company extend our service as that did not work well in January.

  Customer Answer

  Date: 05/08/2025

  I have been contacted by HomeServeUSA on 5/8/2025. The woman's name is Jamie. She is looking into the matter and has promised to call me on 5/13/2025. She also gave me a phone number to contact her directly. That number is ###-###-####.

  Customer Answer

  Date: 05/09/2025

  I received a phone call from HomeServe's representative Jamie today(5/9/2025). She stated that the missing payments (I call them overcharges) were found in their system and a refund will be made to my credit card company within 5-10 business days.

  Customer Answer

  Date: 05/14/2025

  I checked my credit card statement online and have received a refund from HomeServeUSA on May12,2025. Thank you for your help in resolving this problem.

  ******* ********

• Initial Complaint

  Date:05/07/2025

  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.

  On Tuesday, April 29, 2025 the entire are suffered what has been called an "unprecedented" storm of excessive winds, storms, etc. As a result we had our power lines and pole ripped off of our house along with some other damage. We were without power for approximately 48 hours. We were also without tv and internet for 7 days. Having never been through this type of event we were unaware that the homeowner is responsible to pay for the lines to be reconnected to the house and the pole that had been ripped down fixed and replaced. When the event occurred we were not even able to contact our power company, **** **** *****, and had to made a report thru our 911 county system. We went without power and on the second day a utility person told us that it was our responsibility to get an electrician to the house. We called one who came and tried to scam us into paying over $11,000 to get the repairs and telling us we needed a new electrical panel. A second one came and fixed the issue for $1,575. My insurance carrier told me to check with my power company and then I was reminded that I pay for line coverage. I contacted Home Serve and spoke to Samone who told me I did have coverage but they would not pay because I had called my own electrician. She actually wanted me to tell the two men working to get us up and running to quit and she would then put in a request for service. I obviously told her that was not something I could do. I requested any type of reimbursement and she declined. This was an EMERGENCY and considering the circumstances I believe I am due compensation for the money spent out of pocket. My insurance did cover everything but my $1,000 deductible so I am asking to recover that expense from Home Serve. I have receipts the work was done and my insurance carrier inspected the work. I pay monthly for this service/coverage without fail. Please refund me.

  

  Business Response

  Date: 05/15/2025

  We received ******** ********* complaint and regret learning of her 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 **** ******* on May 7, 2025, and reimbursed her for the invoice submitted. **** ******* accepted this outcome.
  
  We trust this response satisfactorily resolves Mrs. ********* concerns. We appreciate you bringing this matter to our attention and allowing us to respond. 

  Customer Answer

  Date: 05/16/2025

  
  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 received a very quick response regarding this issue from Devin and was definitely impressed with that, along with his attention to the matter and the resolution given. 
  
  Sincerely,
  
  ********/******* *******

• Initial Complaint

  Date:05/05/2025

  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 noticed two unauthorized withdrawals from my checking account by "Homeserve USA." One on March 18, 2025 for $110.16, and another on April 15, 2025 for $91.20.

  

  Business Response

  Date: 05/05/2025

  
  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 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, as a result, called **** ***** Hartman on May 5th, 2025, and clarified the items in question.  The customer's requested resolution was completed.  *** ******* accepted this outcome.
  
  We trust this response satisfactorily resolves **** ********’s concerns. We appreciate you bringing this matter to our attention and allowing us to respond. We welcome **** Hartman to reach out to us with any further concerns.

   

  Best Regards, 

• Initial Complaint

  Date:05/01/2025

  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.

  The company has a history of denying legitimate claims on plumbing insurance coverage. They make false claims of coverage and cheat their customers.

  

  Business Response

  Date: 05/05/2025

  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 ******* ****** on 5/2/2025, and offered a refund due to their tenure with HomeServe.
  
  We trust this response satisfactorily resolves ******* ******’s concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond.
  

• Initial Complaint

  Date:05/01/2025

  Type:Order 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 2023, I entered into a service contract for my home's heating (boiler) and cooling (central air) units with HomeServe. I agreed to the Premier Heat and Cool Plus contract which included yearly tune-ups to both heating and cooling units. Traditionally, the tune-ups would be done via separate appointments, as indicated in my service history. Unbeknownst to me, HomeServe has recently changed their procedures to now require the tune-ups be done via the same appointment. My cooling unit (central air) was last serviced for a tune-up on April 11, 2024. My heating unit (gas boiler) was last serviced for a tune-up on September 4, 2024. Notably, ONLY the boiler was serviced during that appointment though the service history indicates both the heating and cooling tune-up was performed that date. On April 30, 2024, I contacted HomeServe to schedule the tune-up for my cooling unit. I was advised that tune-ups would now be combined and I had already used my tune-up appointment for the current contract period. The rep advised I would have to wait until 2026 (tune-up appointments can only be scheduled between March 1-June1) to schedule the next tune-up appointment. Despite my explanation that the cooling unit was not touched in September 2024, and this was the first I learned of combined appointments, the rep denied my request. I requested to see the September 2024 work order and was denied. I requested to speak to a supervisor and was denied.

  

  Business Response

  Date: 05/06/2025

  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 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, as a result, contacted *** ***** on May 2nd, 2025, and provided the customer with the requested resolution.  *** ***** accepted this outcome.
  
  We trust this response satisfactorily resolves *** *****’s concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond.  We welcome *** ***** to reach out to us with any further concerns.

   

  Thank you, 

  Customer Answer

  Date: 05/06/2025

  
  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:04/28/2025

  Type:Product 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.

  Made a claim when they where still ********* in 2022. They switched over to homeserve around that same time the claim never got paid out and called and they are pretending that the info never got transferred over. I have the email from ********* approving the claim.

  

  Business Response

  Date: 04/30/2025

  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 (“OTP”) conducted a detailed investigation of the issue and as a result, explained to *** **** that his reimbursement request and approval took place 1 and a half years before HomeServe acquired *********’s book of business and referred *** **** to ********* directly for past reimbursement claims and missing checks.
  
  We understand this may not be the outcome *** **** desired; however, we maintain that the investigation and outcome provided is fair, reasonable and consistent with the expectations of the service agreement.

• Initial Complaint

  Date:04/25/2025

  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.

  On 1/30/2025 our sewer line began backing up into the house and cause flooding in the basement. We contacted HomeServe who we have an insurance policy with, they sent a plumber out who confirmed a break in the sewer line. Home Serve and their plumber had a discussion, Home Serve stated this wasn’t covered because the sewer line breached an interior wall. The sewer line does NOT breach an interior wall, the line exits through the EXTERIOR FOUNDATION WALL which is exactly what is written in our policy as a covered repair. We requested a second opinion, Home Serve then verbally stated this was covered after conversing with the second plumber. The next day, Home Serve changed their mind. The plumber they sent demanded $20,000 in cash because they would begin the project of replacing the sewer line. In the meantime we continued conversations with Home Serve who continued to go back and forth on if this was covered or not. To date (4/24/2025) a member of Home Serve has NOT come to inspect the line to see that the line does in fact run through and EXTERIOR FOUNDATION WALL. We have now submitted the claim for reimbursement 3 times, after having a separate contract complete the job for less than the policy maximum. We have supplied ALL requested documents each time. A CSR contacted us for additional documents, that do not exist, we have attempted to contact her every single day for the last month and a half with 0 response. Then two days ago received an email stating we needed to submit the claims 4th time and the 30 day window will begin again. My family went without running water in the home for 38 days because we were not allowed to have another contractor come in IF Home Serve was in fact going to cover the job. It has been 84 days since the initial issue began and Home Serve continues to be uncommunicative and downright disgusting customer service. At this point all we want is a yes or no, and if it’s a yes the funds provided.

  

  Business Response

  Date: 05/01/2025

  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 ****** * ****** to resolve the issue to his satisfaction.
  
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We welcome ****** * ****** to reach out to us with any further concerns.

  

  Business Response

  Date: 05/01/2025

  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 ****** * ****** to resolve the issue to his satisfaction.
  
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We welcome ****** * ****** to reach out to us with any further concerns.

  

  Business Response

  Date: 05/01/2025

  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 ****** * ****** to resolve the issue to his satisfaction.
  
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We welcome ****** * ****** to reach out to us with any further concerns.

• Initial Complaint

  Date:04/24/2025

  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 was looking at my bank records the other day and I noticed that Homeserve deposited $71.88 into my account on one occasion on 4/17/2025 and $149.76 on that same day. They were then withdrawn hours later. I called my bank and they gave me a number to contact Homeserve. I had never heard of Homeserve, had no knowledge of their services but somehow they had my banking information which was concerning to me. When I contacted them, they informed me that I had signed up in December of 2022. I looked at my bank records and it shows they were charging me around roughly $200 a year about 3 times a year from 2023 to present. Shame on me for never checking until now. I first told the woman on the phone that I wanted to cancel and she gave me the runaround of "you'll have to pay $7,500 to replace a water line without Homeserve, etc." Once I talked her into cancelling, she said I'd be issued a $158 refund (which I still have not seen in my account a week later). Finally, I asked her to send me verification that I had actually signed up for these services. She said she would have to put in a ticket for that since I did it online so I told her to do it. She said she would reach back out to me. She never did. I called Homeserve today and asked for my refund and I asked for verification that I signed up for their services. She informed me that I would receive my refund on 4/29. Fine, great. Now I asked for the verification again and said that someone had put a ticket in for it. She said "let me put you on hold while I get my supervisor". After being on hold for quite a while, the woman said that "look, we don't just pull your information out of a hat. You signed up for this but since you did it online, I can't prove it to you." I then told her that this was a scam, I have never needed their services and if I see anything other than a refund on my account, I will be taking Homeserve to court.

  

  Business Response

  Date: 05/01/2025

  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 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 as a result, contacted Mr. **** on April 30th, 2025 and explained that his refund began processing on April 29th, 2025 and should be deposited within 3-5 business days. The member also provided the relevant documentation, including renewal notices and the original order confirmation email from December 28th, 2022, as proof of enrollment. Mr. **** accepted this outcome.
  
  We trust this response satisfactorily resolves *** ****’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.

• Initial Complaint

  Date:04/23/2025

  Type:Product 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.

  ***** ** ***** ***** ***  Consumer states he has been paying this business $32.89 for appliance coverage for his furnace (and other appliances) monthly from 2017-2024.  The day before Thanksgiving of 2024 his furnace stopped working.  Consumer called business for service on the furnace and he was told they couldn't get there until Monday.  Consumer then called another business (*****) to service the repair.  Consumer states he called Home Serve to get a reimbursement for the cost of the repair that the other company did.  Consumer states that the business wanted proof of the other company's license, permit, invoice, etc... which they were provided by *****.  Consumer states that he received 2 checks, one for $2.70 and another for $.70.   

  

  Business Response

  Date: 05/01/2025

  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 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 as a result, called Mr. ********** on April 29th 2025, and confirmed that, after contacting his hired contractor, the necessary documentation was obtained and we were able to approve his reimbursement in full. It was also explained the prior checks he had received were refunds of overpayments on his canceled contracts. Mr. ********** accepted this outcome.
  
  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.

• Initial Complaint

  Date:04/21/2025

  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.

  I’ve been a HomeServe customer for over 12 years, consistently maintaining coverage for the sewer line. About 10 years ago, I received a notice stating that if the sewer line beneath my home were to fail, it wouldn’t be covered unless I purchased a separate policy. Based on that, I enrolled in the additional policy—specifically to protect against that exact scenario. On 4/16, I called to report a problem. A plumber was sent out on 4/17, and by 4/18, my claim was denied. The sewer line under my home has failed—exactly the situation this second policy was supposed to cover. Instead, I was told the policy only applies to fresh water lines bringing water into the home. That is not what I was sold, and not what I’ve been paying for over the last decade. HomeServe’s refusal to cover the repair feels like a classic bait-and-switch. This policy is a scam, and the fact that ******** endorses this service only adds to my frustration. I would strongly caution anyone considering this coverage to read the fine print and not rely on what they’re told when signing up.

  

  Business Response

  Date: 05/01/2025

  BBB RESPONSE:
  
  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 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, as a result, contacted Ms. ******** on April 29th, 2025, and provided her with the requested documentation. 
  
  We trust this response satisfactorily resolves ***** O’Reilly’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.

  Thank you,