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.

  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 1656 Marietta, GA 30061-1656

• 

  HomeServe U S A

  PO Box 3452 Seattle, WA 98114-3452

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:07/21/2025

  Type:Customer Service 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.

  My issue stems and has been ongoing for 3 weeks now, but stems from 2 years ago. I have been promised a quote on an upgrade install from 2 years ago. When I call to find out why I’m told someone will get back to you. Initially my CA unit was working. Well, now it’s not. I called 3 weeks ago to find out what happened to receiving my quote and was put on hold and transferred for 40 minutes until I ended up at the Repair /Maintenance Dept. And told 24-48 hrs I will get a call. I didn’t. I called last week and a rude gentlemen said 24-48 hrs I will get a call back. I didn’t. TODAY, I called and asked to be transferred to a supervisor and was told I will send an email to the Install Department and you will get a call back in 24-48 hrs, but you can call a contractor and have them give you a quote. In the meantime, I have no air and it’s unbearable. Whatever happened to accountability and responsibility for non compliance to customers? There’s no leadership to rectify this? How does a company send out advertisements to upgrade equipment but in 3 years refuse to give the quote. I KNOW I can call a contractor but why should I when I have a Home Serve account. While, no, there’s no money spent, it’s common courtesy, and world class customer service that’s not being displayed while a customer is being subjected to incredible heat bearing conditions. At best more than an apology is needed, immediate action is required post haste!

  

  Business Response

  Date: 07/24/2025

  We have received
  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 pleased 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, contacted Ms.
  ************* on July 22, 2025, to provide the customer with her requested
  resolution.  Ms. ************* accepted
  this outcome.
  
  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.

  Best Regards, 

  Customer Answer

  Date: 07/24/2025

  
  
  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:07/17/2025

  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.

  I just recently found out that a credit card was being charged for a service that I never signed up for. I contacted and received an email from Homeserve a year prior and was informed that my plan would be canceled. home service charged me 43.99 a month for over a year without my authorization or knowledge and they never canceled it I know they record these calls and keeps tracks of emails. I spoke with a rep and was told that they won’t refund me my money for a service that I did not have.

  

  Business Response

  Date: 07/29/2025

  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, contacted *** ****** on July 22,
  2025, and offered her a full refund.  ***
  ****** 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.

  Customer Answer

  Date: 07/29/2025

  
  
  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:07/15/2025

  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.

  HomeServe (HS) has failed to respond to a high priority issue: nohot water. My plan is supposed to cover repairs free of charge, or provide $450 assistance toward purchase of new unit.
  
  I was told that replacement parts are not available for my unit, BUT I was able to order a replacement part, install myself, ****** the reset procedure repair my own unit.
  
  ASK: compensation from HS in the amount of $209.96
  (98.16 - replacement part from ****** I purchased, 111.80 - plan fees paid to HS (current month and month forward)
  
  Wed 7/9 HS was notified at approx 7:30 p that I had no hot water. Aappointment was scheduled Thur with ****** ******** (**).
  
  Thur 7/10?9:43 I had to call ** because no appointment time was provided/confirmed. Appointment was scheduled upon my request for 2-5pm (HS is supposed to handle scheduling!)
  Approx 2:30 tech arrived. Immediately told me one quick glance that parts are not available and it would probably need to be replaced.?I went upstairs so I do not know what they did to attempt repair.
  A few quick minutes later tech provided replacement est for $3,995.
  3pm - Tech and I called HS on speakerphone HS said they need to authorize the replacement and that I would hear back in 24h.
  
  Friday 7/11?No call from HS about replacement authorization as promised.
  Approx. 4pm I called HS and I spent almost 1 hr phone and was transferred 7 or 8 people. Each person told me I needed to talk to a different department.
  I asked to speak with a supervisor and was never provided one.
  I asked to speak with the replacement authorization dept. and was told they have no phone number and their agents can only email them.
  I was told AGAIN the replacement request had been received and I would receive a call back in 24h.
  5pm - I sent an email asking for a call.
  
  Monday 7/12
  No call from HS about replacement authorization?No email from HS?7pm - I sent an email asking for refund and cancellation.

  

  Business Response

  Date: 07/21/2025

  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 July 16, 2025, and offered reimbursement for
  items covered by her repair plan. *** ***** accepted this outcome.
  
  We trust this response satisfactorily resolves Ms. *******
  concerns. We appreciate you bringing this matter to our attention and allowing
  us to respond. 

• Initial Complaint

  Date:07/15/2025

  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.

  I called Homeserve approximately five times for a water leak. Homeserve sent out four different plumbing companies who all stated that they were not equipped to handle my repair. I informed Homeserve of the issue and they just wanted to send the same companies out again. I had to hire a plumber and paid over $3,200 for something Homeserve stated was covered in my contract.

  

  Business Response

  Date: 07/18/2025

  We are in receipt of ******* ******** 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 7/17/2025, and provided a reimbursement for
  the claim in question.
  
  We trust this response satisfactorily resolves ******* ******** concerns.
  We appreciate you bringing this matter to our attention and giving us the
  opportunity to respond.
  

  Customer Answer

  Date: 07/18/2025

  
  
  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:07/15/2025

  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 six plans with this company. Since February of this year they have been billing me sporadically. Some months they charge me for some of the plans, and then some months they don’t charge anything for the plans. For the last week I have been constantly on the phone trying to get a representative to fix this problem or at the very least to explain what is going on.
  
  In the past five days, they have taken money out of my checking account EVERY DAY.
  I have been calling, asking to speak to a supervisor, asking for an explanation, but to date, no one is assisting me. They just keep subtracting money out of my checking account!
  
  your assistance would be greatly appreciated.

  

  Business Response

  Date: 07/22/2025

  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 **** **** on July 18th.  **** **** declined to speak with the
  representative regarding her concern.
  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:07/14/2025

  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.

  Horrible company they don’t do what they advertise they technicians are not qualified I want to cancel my policies with them

  

  Business Response

  Date: 07/21/2025

  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 *** ****** on July 17th to provide clarification
  related to the coverage offered by her repair plan. *** ****** has cancelled
  her plan with HomeServe.
  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:07/11/2025

  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.

  I was offered an opportunity to purchase a protection policy for my Exterior Water Service Line from HomeServe associated with my electric utility company, ******** ***** **. I called to obtain more information about the plan, and had several specific questions to ask the representative, because I have been offered plans before that ultimately would not work for my situation. I asked if there was a limit on the coverage based on the length of the water line, or the age of the home/water line. I was assured that there was no limit based on either of these. The other very important question was whether I could use my own plumber to do repairs, and I was assured that I could. I clarified all of these questions multiple times, and I was assured that yes, all of that was true. I understood that to use my own plumber I would have to get prior authorization from HomeServe which may involve sending my plumber's information and an estimate of work, and I may have to pay up front and be reimbursed, but that all of that was possible, so I purchased the policy. On two other occasions in the past 10 months since I purchased the policy, I spoke to different representatives. On both of those calls I was reassured that I could in fact use my own plumber, and there was no limit on coverage based on length or age of the water line. Now I have a leak in my exterior water line, and I called to find out how to get my plumber authorized to do the work, as I was told I could do, and I have been told that I cannot use my own plumber unless they have no plumbers on their list in my area, and there are many plumbers on their list, so I will not be able to use my own contractor. I was actively deceived and lied to in order to get me to pay for this policy. I just want to have HomeServe approve my plumber, and they can set a cap on the price if they want. They refuse, and also refuse to allow any contact via email so that I am unable to have a written record of our conversations.

  

  Business Response

  Date: 07/17/2025

  We are in receipt of ***** ****** complaint and regret to
  learn 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 7/16/2025, and provided a refund for the current
  term of each policy active as requested by the customer.
  
  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:07/11/2025

  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.

  Called for a septic line stopped up, sent 2 different plumbers didn't seem capable of fixing the problem they were supposed to be here at 1pm,showed up at 6 pm. I told them where the problem was when I called, didn't seem to be an issue till they showed up 5 hours late. Shady business.

  

  Business Response

  Date: 07/18/2025

  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.

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

  Regrettably, despite these attempts, our OTP representative was unable to contact Mr. ****** to address his concerns. We welcome Mr. ****** to reach out to us at his earliest convenience should he wish to discuss the matter further.

  We appreciate you bringing this matter to our attention and giving us the opportunity to respond.
  

  
  

• Initial Complaint

  Date:07/07/2025

  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 had AC coverage thru HomeServe when I made a service request. They sent out a technician contracted through their company. I received a phone call on 6/30/2025 and 7/1/2025 from Dasha H***** who works in the President Office for HomeServe due to me making a complaint with HomeServe in regards to the work that the technician did of incorrectly wiring my capacitor switch. I sent her the receipt from another technician confirming the damage. Ms. H***** agreed with the tech they sent out to avoid paying for the damage he done. My tech that I hired on my own confirmed that the AC unit had a ground/failed compressor which was also confirmed by the tech HomeServe sent out but he was the one causing the ground/failed compressor by hooking up wires incorrectly. The only thing Ms. H***** decided to do is refund my service fee call, but not take responsibility of the error that their tech had done. Then in the same sentence she tells me that I cancelled my coverage so I am no longer covered. This is correct. I cancelled my coverage on 6/27/2025 that was suggested by the HVAC company. But like I told her, I was covered on 6/26/2025 when the work was performed by the tech that HomeServe sent out. After the company told me that they could not repair my unit and it's best to go ahead and cancel the coverage since they won't be covering anything that I was paying monthly fees for nothing. I feel I was taken advantage of due to me being an elderly person.

  

  Business Response

  Date: 07/21/2025

  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 working with Ms. ******* to resolve the issue. 
  
  
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We will remain in contact with Ms. ******* until we have reached a resolution.

• Initial Complaint

  Date:07/02/2025

  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 Friday August 29, 2025 I called Home Serve and told them my air conditioning was out. We are in the middle of a heat wave. The temp in my house said 98 and temps outside were 110. They sent several companies saying they couldn't come until the end of July. I said no way. I have kids in my home. Over the course of several days only one person came out. He could not fix the unit and kept giving me different dates of when it could be done. They even told me they would reimburse me if I went and got some fans. As of today my unit is still not fixed. The temps are still at dangerous levels and this company really did not do their job. It is inhumane to leave animals in this much heat. Why was it okay for Home serve to do this to me and my kids. i want nothing more to do with this company. I want my unit fixed and paid for by Home serv. I would like to not be charged for anything further and any contract between me and this company dropped. This is not a good company. They take advantage of the people they serve.

  

  Business Response

  Date: 07/08/2025

  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 called Ms. **** on July 7th, 2025, and confirmed that her Heating and Cooling Repair plan had been cancelled at her request. Ms. **** stated that she did not need further assistance.
  
  We appreciate you bringing this matter to our attention and allowing us to respond. We welcome Ms. **** to reach out to us with any further concerns.

   

  Best Regards,