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 167 San Jose, CA 95103-9978

• 

  HomeServe USA

  Lincoln, NE 68501

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:05/01/2025

  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:04/21/2025

  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, 

• Initial Complaint

  Date:04/16/2025

  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 charged a monthly fee from this company and have not ever signed up for this plan. When I called to have the refund and cancellation they said I needed to provide my banking information. I told them since they were able to take the money out of my acct they should be able to return it without me giving them my information so they can continue to take more money out. They would not do anything without me giving them my banking. So I told them I would report this and do whatever necessary to keep them from scamming people out of money. I don't care what amount they take - they are stealing from people without services.

  

  Business Response

  Date: 04/24/2025

  We are in receipt of ***** *****'s 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.
  
  In response to this complaint, a member of HomeServe's Office of the President conducted a detailed investigation of the issue. As a result, they called ***** ***** on April 17th, 18th, 21st, and 22nd, 2025. Unfortunately, the customer was not responsive to the calls or voicemails.
  
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond. ***** ***** is welcome to contact us with any further concerns.

   

  Thank you, 

• Initial Complaint

  Date:04/16/2025

  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.

  Since the day I signed up, I have issues with the billing. Now they have billed me again and that makes me over billed. They keep stalling about refunding the over payment. I keep getting various stories about the refund. They need to refund the additional money they charged me

  

  Business Response

  Date: 04/18/2025

  We are in receipt of the ******* * ********** complaint and regret to learn of their 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 4/18/25, and advised the receipt of refund should be within 24 hours.

  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: 04/21/2025

  
  Complaint: ********
  
  I am rejecting this response because: I did get a call on Friday from the office of the president and just like all the agents had been saying for over a week, a refund is going to be issued. Some said 7-10 days and a couple said 24 hours. As of today, I have not received a refund to this account. When I get the refund for the correct overpay, I will come back in here and acknowledge the resolution. 
  
  Sincerely,
  
  ******* **********

  

  Business Response

  Date: 04/25/2025

  We are in receipt of the ******* * ********** complaint and regret to learn of their 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 4/25/2025, and confirmed the refund was received today, 

  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: 04/28/2025

  
  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. They have been in contact with me and they have been very helpful. The situation at this time has been corrected. They issued a refund, it was short and they are correcting that. In my opinion they went above and beyond. 
  
  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:04/16/2025

  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 purchased a warranty from HomeServe for Exterior Sewage and water line protection 10+ years ago. I recently had a second water back up in my downstairs toilet.I contacted a licensed plumber to come out and fix my toilet backup. The plumber that came out ran a camera to see what was causing the clog in my drain(sewer) lines.The clog was caused by a break in the drain pipe that was causing toilet paper to collect and cause a back up instead of flowing freely.After clearing the clog of paper he ran his camera the length of my house and outside to the main Sewer line. Several breaks were detected under the interior of my house,and the main exterior sewer line leading out to the street was starting to show signs of a deteriorating and some areas showing signs of pipe collapse from old and dated material. As disappointed as I was to hear the news about my pipes I was relieved that I had exterior protection for main sewer line leading from my house to the street(city). I immediately contacted HomeServe to make a claim and was told that since my toilet had been unclog that no claim could be made.I explained to them that I had coverage for exterior lines only and just became aware of main sewer line that is protected under their warranty. Customer service agent again told me that I couldn't file a claim because I no longer had a clogged up toilet. I told them to please send a plumber they prefer to run a camera down my main line to see the pipes for themselves. HomeServe refused this time stating to me a claim probably won't be approved because I don't have interior coverage.At that point I knew games were being played by customer service agent first telling me I had to call them for my clogged up toilet first just to tell me that my claim probably won't be approved because I only have exterior coverage and not interior coverage.

  

  Business Response

  Date: 04/23/2025

  We are in receipt of the complaint filed by Mr. ******* ****** and regret to learn of his continued dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of utmost importance.

  On April 17th, 2025, a member of HomeServe’s Office of the President explained to Mr. ****** that, per his Terms and Conditions, he must be having an active operational failure for HomeServe to dispatch a service provider, and we could not perform repairs as a preventive measure. The member did offer to review paid invoices from Mr. ******’s recent contractor visits, to determine if any of the services could be covered based on his benefits. Mr. ****** declined this offer.

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

  Customer Answer

  Date: 04/23/2025

  
  Complaint: ********
  
  I am rejecting this response because:I still have a deteriorating and collapsed exterior main sewer line  that HomeServe is responsible for but refuses to address. Someone from HomeServe contacted me after I filed complaint with the BBB and they still refused to send their own plumbers to inspect my sewer line and see for themselves. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 04/24/2025

  We are in receipt of the rejection filed by Mr. ******* ****** and regret to learn of his continued dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of utmost importance.

  In speaking with a member of the Office of the President on April 17th, 2025, Mr. ****** confirmed he was not having an active backup at the time of the call. The member educated Mr. ****** on the policy language and assured him that should he have another back up (i.e. operational failure) he should contact HomeServe, and we would dispatch a service provider to inspect the line. Until then, the prior business decision remains based on the benefits dictated by his Terms and Conditions.

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

  Customer Answer

  Date: 04/24/2025

  
  Complaint: ********
  
  I am rejecting this response because:I have had three different licensed plumbing companies come out to my property, that have ran a camera down my main exterior sewer line. All have confirmed the same that sewer line are deteriorating and collapsed. HomeServe refuses to inspect my main Sewer line and see for themselves because they claim I don't have a backed up toilet anymore so therefore my exterior lines can't and won't be covered by HomeServe unless a toilet backs up again.I need HomeServe to come out and inspect my main exterior sewer line and replace. I purchased this warranty to fix my exterior main Sewer line and not for a backed up toilet
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/15/2025

  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.

  HomeServe is a water line protection service insurance company. My main water line was completely replaced in the yard. HomeServe sent a plumbing company to replace my concrete sidewalk. They did the worst job anyone has ever seen! HomeServe has seen the pictures and admitted the job was terrible. *** ******* ** ************** **, in which I reside, has a real problem with this. It is not up to code standards. HomeServe said they do not want anything to do with this. PLEASE HELP!

  

  Business Response

  Date: 04/29/2025

  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 concluded that our network service provider did appropriately complete *** ******* concrete sidewalk work.
  
  We understand this may not be the outcome *** ***** desired, however, we maintain that the investigation and the outcome provided is fair, reasonable and consistent with the expectations of the service agreement.

  Customer Answer

  Date: 04/29/2025

  
  Complaint: ********
  
  I am rejecting this response because:  It's a lie.  I have neighbors that witnessed this dry pour of concrete, and my wife and I also witnessed it.  We are getting ready to go to the media over this matter.  Everyone pays insurance for problems to go away, not to have bigger problems.  HomeServe wanted to send the same company, which is a screwup out to redo the job.  I said "no this is unacceptable", because their guy told me that's all the better they could do.  When I told them it was unacceptable, HomeServe said they were washing their hands of this.  HomeServe was obvioulsy admitting that the job was not done correctly when they were willing to send ****** ******** back to fix the job.  ****** ******** is a plumbing company and not a concrete contractor.   I have the emails to prove that HomeServe said they wanted to send them back.  I am about two days away from going to the media with my neighbors that saw this.  
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 04/30/2025

  The ************* ******* Codes Department was out to look at the sidewalk.  The Codes Dept. for ************* ******* sent me a letter saying the job was not done correctly.    It needs dug up and done correctly.   How can you close this case when the ************* ******* has an issue with this.  Please do your job and do not just dismiss me like this.    Thank you

• Initial Complaint

  Date:04/15/2025

  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.

  Service date/broken sewer line 2/21/23. Complaint HomeServe USA I've paid Home Serve for years to cover 3 properties for exterior sewer and water line protection without ever filing a claim, until now. When an emergency occurred, HS failed to deliver the support their coverage promises. I expected: ? Prompt dispatch of a qualified contractor during an emergency ? Communication and support throughout the claims process ? Reimbursement for covered repairs What Happened Sunday 2/19/23: Raw sewage backed up into my basement. I paid $429 for emergency unclogging. Monday: The backup returned. A camera inspection revealed a broken sewer pipe in the yard, requiring immediate repair. ? I contacted HomeServe three times that day. ? Although their two approved vendors returned my calls, neither could come until Wednesday at the earliest. Tuesday: I hired the local company to proceed, since sewage was still backing up into the home and HS had not acted. The 3rd vendor called after 10:00 PM. Wednesday–Thursday: The hired company completed the full repair. Reimbursement Failure: I submitted all requested documents to HomeServe’s reimbursement team, including: ? The two receipts ($429 and $16,705) ? City permits, inspection report, and repair photos I received one email requesting clarification on a few items, which I provided. Since then: ? I’ve received only automated replies ? I’ve called numerous times and was assured someone would follow up within 1–2 days — no one ever did ? The claim was eventually closed without explanation HomeServe failed to provide communication or resolution regarding a valid reimbursement request. What I Am Asking: ? Reopen my claim and process it properly, with full reimbursement ? Improve emergency support — including a larger, more responsive contractor network ? Provide clear, timely communication to customers in active claims. I am asking HomeServe to honor the coverage I’ve been paying for and make this right.

  

  Business Response

  Date: 04/22/2025

  We are in receipt of **** ***** complaint and regret to learn of their dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of the utmost importance.
  
  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 4/17/2025, and offered a refund for the time the policy was active when the repair issue occurred.
  
  We trust this response satisfactorily resolves **** ***** concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond.