Complaints
This profile includes complaints for HomeServe USA Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 972 total complaints in the last 3 years.
- 353 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/29/2025
Type: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 used homeserve through the ********** Water Company for several years / 6 months ago I called and got something repaired through homeserve for an AC issue. They came and repaired the issue and it was fine. This weekend my AC my went out again. I knew I wouldnt get anyone over the weekend but they came today / the repair person (Tyler) from and givens cooling that came looked at my furnace and told me it was a wiring issue and it could be repaired for $1000 cash which is strange he asked for cash only. I told him no - called the homeserve back and ask them if I can get second opinion because I felt uncomfortable with that transaction and ask why I had to pay $1000. A Homeserve rep informed me over the phone that they had to wait and the repair man said I had a power surge which was incorrect because my electric never went out the only issue I had was my AC over the weekend. They refused to help me and give me my second opinion. I’m an elderly woman with asthma and I need my AC however I do not trust random repair men asking me for cash or dishonest reporting when I have homeserve.
Business Response
Date: 07/30/2025
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 28th, and advised HomeServe
would investigate the technician’s performance and take appropriate action.
****** ***** accepted this outcome.
We trust this response satisfactorily resolves ****** *****’
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: 08/01/2025
***** ****** ***** ********************
***** ********* **** *** **** **** **
*** ********** ***********************
******** *** *** **** * *** ******* **** *** ******* *********** ********* ********* *********Thank You, BBB, for looking into this complaint.
I’m going to cancel HomeServe. I feel that their
Services aren’t helping me. Plus, paying money out of pocket with a Home Warranty company, doesn’t make since.
But, I will be looking for another Home Warranty company.
****** *****
HomeServe Customer.
Initial Complaint
Date:07/25/2025
Type: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.
An inspection was done on our house and when they scoped the sewer they got 65ft out but there was a partial collapse in the line and couldn’t pass through. I called homeserve and they came out and ran water for 30 minutes and said since it didn’t back up at that time there was no issue. They wanted us to pay 270$ out of pocket to do another scope and said it probably wouldn’t be covered even if we do scope it and see the partial collapse. The original inspection was done on 7/17/2025 and homeserve sent out a technician with zippy drain on 7/22/2025. Our homeserve account number is *********. I have a video of the scope but it isn’t letting me upload it, is there a way to email it? Our sewer line is not in good condition and I want it repaired before there is an even bigger problem.Business Response
Date: 07/25/2025
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 7/25/25, and educated the customer that the
policy does not provide repairs for issues found through inspection reports
with no active breakdown.
We trust this response satisfactorily resolves ****** ******* concerns.
We appreciate you bringing this matter to our attention and giving us the
opportunity to respond.Initial Complaint
Date:07/25/2025
Type: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.
Several years ago, I opted to add *** HomeServe insurance coverage for waterline issues between the municipal meter and our home. There is a monthly charge for this coverage. In February 2025, I noticed our water bill was between three and four times what it had been for prior Decembers and Januarys. I also checked my water meter, making sure that all water valves in the house, and those on external spigots were turned off. After noting that the water meter continued to run, I notified *** home serve that there was an apparent leak. They sent a contractor out from *******, ******* on several occasions during February and March and also a leak detection subcontractor After three attempts to locate the leak, and after agreeing that the water meter was running despite everything being shut off, communication from the leak specialist ceased. By mid April, we were in the process of shutting down the house for the season, and I contacted a local plumber to investigate the issue. This firm acknowledged that there was in fact a leak, and recommended that the main waterline to the house be replaced, a project which was completed in mid June at a total cost for the external work exceeding $10,000 (including repair of landscaping, irrigation system and landscape lighting, all of which had to be severed during the waterline trenching process. Earlier this month, and after significant effort to find a US based customer service person within *** HomeServe, I provided paid invoices for the work which I had contracted for directly. Today I received a telephone call from *** HomeServe indicating that, since their contractors had not been able to detect the leak, they were denying any reimbursement - despite the fact that their contractor had acknowledged that the meter was running after everything was shut off. You should be aware that my contractor, ********** ******** in **** *****, found several leaks in the main line, likely caused by tree roots.
This *** service is a scamBusiness Response
Date: 07/28/2025
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.Customer Answer
Date: 07/29/2025
Complaint: ********
I am rejecting this response because: HomeServe is not in fact working with me. I have had two telephone conversations with them, and they totally rejected my claim, stating that their contractor had been unable to locate the leak which my contractor identified. There has been no further effort on there part to reach out/work with me.
Sincerely,
***** ********Business Response
Date: 07/30/2025
We are in receipt of the additional response filed by *****
********, and regret to learn of his continued dissatisfaction.
In response, a member of HomeServe’s Office of the President
conducted a detailed investigation of the issue and followed up with *****
******** on July 24, 2025, and reviewed the findings of our investigation. We
understand this may not be the outcome that ***** ******** desired, however, we
maintain that the outcome provided is consistent with the expectations of the
service agreement.
We appreciate you bringing this matter to our
attention and allowing us to respond. We welcome ***** ******** to reach out to
us with any further concerns.Customer Answer
Date: 07/31/2025
Complaint: ********
I am rejecting this response because:If the outcome is consistent with their service agreement, then their business is a scam. Their service providers agreed that there was in fact a leak, as the water meter continued to run after they had verified all valves/spigots had been turned off. Their contractors could not identify the specific leak, which apparently released them from any liability. My plumber was able to find the leak(s) and mitigate the problem.
Collecting monthly premiums combined with “inability” to find leaks, thereby avoiding any payouts, is quite the business model!
Please go ahead and share this response with HomeServe, but no reason to continue, as it is apparent that their intent is to stonewall.
Sincerely,
***** ********Initial Complaint
Date:07/21/2025
Type: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:07/21/2025
Type: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.
Service Line Warranties is trying to scam me out of money! I got my bill last month and it showed that I was 3 months behind. I called their customer service and it took hours, but I finally got thru. They told me that I had to send proof that I made the payment. I sent copies from my online bank account showing the payments. Was told that was not good enough. So i sent copies of my bank statements showing the payments. Finally after weeks, they called and said they would credit my account for the payments. never apologized or said anything about it being their mistake.
Well....i got this month's statement and it shows that I owe 2 months! Come on....I think they are trying to scam their customers....
the attachments shows all my payments for the past 6 months!Business Response
Date: 07/29/2025
We are in receipt of the complaint filed by **** ****** and
regret to learn of his dissatisfaction. Service Line Warranties of America
(SLWA) 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 SLWA’s Office of
the President conducted a detailed investigation of the issue and as a result,
called **** ****** on July 28th, and provided clarification and
confirmed that his billing concern had been resolved and would not reoccur.
**** ****** 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: 07/30/2025
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:07/21/2025
Type: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.
In reference to service request # ************-1, I am attaching receipts, photos and estimates related to my purchase of a new washing machine to replace my old washing machine that was under your service contract.
I first reported a problem of my old washing machine on 04/27/2025 which was making a loud grinding sound. After waiting several days for homeserve to arrange a service call, I followed up with homeserve and was informed that they could not find anyone to service the washing machine in a reasonable time and subsequently I was given authorization to find a local company to evaluate my old washer.
On May 2, 2025 I was able to get ******* ********* service to evaluate my old washer. On May 5, 2025 I was provided an official estimate of $649.64. On May 8, 2025 I called homeserve customer service to relay the estimate information and after discussion with customer service it was determined that I could find a new washer for about the same price as repair and was given authorization to purchase a new washer.
On May 30, 2025 I purchased new washer from **** *****. (A photo of the new washer is attached with the serial number.)
On May 30, 2025 I emailed a reimbursement request with the appropriate receipts. I did not hear anything back from homeserve requesting any additional receipts or photos.
On June 24, 2025 I called to follow up on the status of my reimbursement request and was told to send in some more receipts which I did thru homeserve's portal.
I followed up on July 15 by phone and was informed that they needed copies of the receipts and repair estimates AGAIN!
As of 07/21/2025 I have not received any communication or resolution to this matter.Business Response
Date: 07/29/2025
We are in receipt
of the complaint filed by *** ******** and regret learn of their 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 29th, 2025, and confirmed the requested resolution had been completed.
We trust that
this response satisfactorily resolves *** ********' 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.Best Regards,
Customer Answer
Date: 08/06/2025
I received an email on July 24 from Homeserve stating that they are processing the reimbusrsement but as of the morning of August 6 I have not received the reimbursement. This was supposed to have been done by direct deposit into my bank account. As of August 6, 2025 this matter has not been resolved.
***********
Initial Complaint
Date:07/17/2025
Type: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: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: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: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.
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