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 Emergency Insurance Solutions

  Unpublished Fresno, CA 93722

• 

  HomeServe USA

  Lincoln, NE 68501

• 

  Homeserve of Michigan

  PO Box 4443 Detroit, MI 48244

• 

  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:06/11/2024

  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'm a customer of Home Serve and on May 20th a company was sent out to repair my AC unit and I was told that it was determined that the AC unit was bad and needed to be replaced. And asked if I wanted a estimate on this. He didn't examine the unit just looked at my furnace.
  
  I then called Home Serve and asked if I could have another company come out for a second opinion and was told "no" by the dispatcher who answered the phone and she said what he said was the final say and if I did get a second opinion it would be at my decision other than Home Serve.
  
  I then called **** ******* *** ******* a local company and they came out last week and fixed the AC unit that your contractor said was nonrepairable.
  
  I'm sending you a copy of the bill with an itemized explanation of repairs which totaled $579.00.
  
  I'm asking for a full reimbursement of the money I have to pay **** ******* *** ******* to do a job they didn't do.

  Customer Answer

  Date: 06/13/2024

  Hello I received a call
  from Home Serve and I've submitted the information needed for a full reimburse for
  the repair. The case will be closed upon payment. Attached is a copy of the
  message from Home Serve.
  
  Wed, Jun 12 at 11:38 AM
  Good Morning,
  
  Per our conversation today I have attached an ACH Deposit form for your
  reimbursement. Please fill out boxes 3 – 12 and sign it. Once you have filled
  out the form send it back to me in a reply to this email and I will process
  your reimbursement. If you have any additional questions I can be reached.
  
  Thank you,
  
  Office of the President, T1
  *******l**********************

  
  *********** **** ***** *** *** ***** *********** **** *** ** ************ *** ******** ****** *** *** *** ** *** ********** ** ****** ** **** **** *** ********** *** ************ **** ************** ************ ** ************ ** **** ****** ********* ************** ** ********** *** *** ** ********* ** *** *** *** ** ******** ********** ****** ****** **** ****** ********* ************** ********** ***** ************************
  ******** *** *********** ** * *** ****
  
  **************
  *******
  
  image001.png

  

  Business Response

  Date: 06/18/2024

  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 Ms. ***** on June 12th,
  2024 and offered to reimburse her for costs incurred for the repair of her
  cooling system. Ms. ***** accepted this outcome.
  We trust this response
  satisfactorily resolves Ms. ***** concerns. We appreciate you bringing this
  matter to our attention and giving us the opportunity to respond. 

  Customer Answer

  Date: 07/10/2024

  Thank you so very much for your help Home Serve has resolved the issue.

• Initial Complaint

  Date:06/10/2024

  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.

  Homeserve was affiliated with *** until the end of 2023. Homeserve sent a letter stating that starting Jan 2024 they would start mailing a separate bill and increased their prices. On the letter sent, it said if you would like to continue their services to submit the perforated bottom letter in the included envelope to continue the services. I did not send the agreement in. I thought that sufficed and it was over, nothing else needed done. On June 5th, I received a bill for $55.24 stating that my account has been canceled. I called Homeserve on Friday June 7th to find out what to do about it and they said to call ***. So I did. *** said I needed to call Homeserve. So today, June 10th I called Homeserve and basically had to argue my case and the lady reluctantly helped to get it resolved. When I asked if the payment owed was down to zero payment due she said I can disregard the bill. I asked again if it was zero owed and she said she can give me a reference number. I asked a 3rd time and again she reluctantly said yes. I asked for an email stating the payment due of zero and she said she couldn't. I asked for a supervisor and she said it would take 24-48 hours for a call back. I gave up and got the reference number. I spoke with a miss Josephine. The reference number given me is ********. I do not want this to go against my credit because I have spent the last 4 months fixing it to get a car because I need one for job transportation. If this goes on my credit, I will have to start all over again and refuse to have to do that for a service I did not sign up for.

  Customer Answer

  Date: 06/12/2024

  I received a call from a homeserve supervisor and the account was settled.

• Initial Complaint

  Date:06/06/2024

  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 signed up for a home warrant7 and more than a month later it still is not processed. Plumbing .
  I have the email confirmation.
  I have also correspondence from someone in the president's office that was going to fix the problem but then never did anything to fix it.
  I would like the warranty to go into effect with the correct enrollment date of April 30, 2024. Also I would like to complain that homeserve has no access to enrollment confirmation numbers sent with the confirmation email.
  
  Good morning *** ********, *** ********, I completely understand your frustration and I'm truly sorry for the inconvenience this has caused. Please know that yo
  Mar
  
  Tue, May 21, 10:34 AM
  Just first floor.
  Devin W******
  
  HomeServe Online Support via gmail.com
  
  Apr 30, 2024, 11:05 AM
  
  to *********r
  
  
  Here's what you ordered
  
  Order number: H870411
  Coverage Quantity Amount
  Interior Plumbing and Drainage System Coverage
  Bill Frequency: Monthly 1 $5.25
  Total Amount $5.25
  Customer details
  Email ********************
  First Name: ****
  Last Name: ********
  House Number and Street: *** **** ***
  Suite or Apt. Number:
  City: **** *****
  State: ** ZIP Code: *****

  

  Business Response

  Date: 06/17/2024

  We are in receipt of the complaint filed by Ms. ****
  ******** and regret to learn of her dissatisfaction. HomeServe places our
  customers at the heart of everything we do and considers customer satisfaction
  of utmost importance. We take 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 efforts to establish
  communication with *** ******** on June 7th, June 10th,
  and June 12th, 2024.
  Regrettably, despite these attempts, our OTP
  representative was unable to contact *** ******** to address her concerns. We
  encourage *** ******** to reach out to us at her earliest convenience. We are
  committed to resolving this matter.

• Initial Complaint

  Date:06/05/2024

  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.

  This letter is seeking compensation for damage done during the clearing of a pipe line on October 28, 2022.
  
  Timeline:
  
  July 13, 2022: Homeserve Coverage increased for Home Plumbing and Drainage
  
  October 28, 2022* ***** ******** *** ******* cleared sink line. (This was a Friday)
  
  October 31, 2022: Damage to walls discovered, contacted ***** **** insurance for service assistance. ************** respond.
  
  November 1, 2022: **************work submitted work authorization form for damage from the broken pipe.
  
  November 2, 2022* ***** ******** *** ******* returned to fix the damaged pipe.
  
  November-December 2022: Water damage and repairs were completed.
  
  It is reasonable and lawful to conclude that damage to the pipe during clearing resulted in the damage to the basement. Documentation for the damage and repairs are enclosed. I am seeking compensation for the repairs. There was additional disruption with the lack of laundry facilities, the construction in the basement and working with various companies.

  

  Business Response

  Date: 06/13/2024

  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.
  
  In response to this complaint, a
  member of HomeServe's Office of the President (“OTP”) reached out to Ms. ******
  on June 7, 2024. The member advised they required some additional information to
  fully investigate the allegation. Ms. ****** provided the additional information,
  and we are reviewing her case. We will remain in contact with Ms. ****** until
  we reach a final determination.
  
  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.

  Customer Answer

  Date: 06/17/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because we have not received a final resolution of the problem.  I appreciate the prompt and professional response on behalf of the company and will continue to work with them.  When we have reached an agreement I will notify the BBB.  Your support in assisting dialogue and resolving consumer complaints is valued.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 06/28/2024

  We are in receipt of the rejection
  response submitted by Ms. ***** ****** and regret to
  learn of her continued dissatisfaction. HomeServe
  USA places our customers at the heart of everything we do and considers
  customer satisfaction of utmost importance. We appreciate
  the opportunity to provide an additional response.
  
  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, informed Ms. ****** on June 24, 2024,
  that the damages Ms. ****** described are not attributable to our service
  provider, and that the costs related to remediating the damage would be her
  responsibility. While we understand that this is not the outcome Ms. ****** was
  hoping for, we maintain that our final determination is fair and consistent
  with the terms of her service agreement.
  
  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.

  Customer Answer

  Date: 07/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am concerned that this business will evade all responsibility for damages done during covered services by claiming that the home was old and that the damages had been done prior to the service.  This is what they did with me.  Despite finding flooded floors and weeping walls 2 days after clearing, they claimed that the pipes that I had been paying $20 per month for protection had broken earlier and the damage was cumulative.  These "so called" service companies are just a scam.  Save an emergency fund to deal with unexpected repairs and don't foolishly believe that the service you purchased to assist you will actually fulfill your claim.  I also believe that there is some bait and switch techniques being used.  I called to ask for leaking faucet service.  They set up an appointment and technicians came.  They then said that they could not do anything because the leak was with the faucets and they don't work on faucets.  I had said faucets to Homeserve and Stott Plumbing but they didn't say anything until they showed up when I had taken time off.  Having grown up working for my family construction company, I find it questionable that leaky faucets are caused by leaky pipes.  Read the tiny tiny print because their idea of plumbing is very limited to pipes and certainly excludes old pipes.  I intend to follow through with a consumer advocacy program with ***, the state ******** ******* ******, the ******** ********* office and the contractor licensing bureau.
  
  
  
  Sincerely,
  
  ***** ******
  
  ***** ******

  

  Business Response

  Date: 07/17/2024

  We are in receipt of the second rejection response submitted by Ms. *****
  ****** and regret to learn of her continued 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 emailed Ms. ****** on July 9, 2024, and asked that she provide the
  claim denial letter from her homeowners' insurance company as well as any other
  documentation that she had not previously submitted. The additional information
  that Ms. ****** provided on July 11, 2024, did not include any new items for
  consideration. As a result, we emailed Ms. ****** on July 16, 2024, and
  informed her that our position has not changed. While we understand that this
  is not the outcome Ms. ****** was hoping for, we maintain that our final
  determination is fair and consistent with the terms of her service agreement.
  
  We appreciate you bringing this matter to our
  attention and giving us the opportunity to provide a final response.  We
  welcome Ms. ****** to reach out to us with any further concerns.

• Initial Complaint

  Date:05/31/2024

  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.

  I have a sewer line replacement warranty with HomeServe and they refuse to fix my collasped sewer line because there is a small coupler from when a plumber tried to clear the collasped line that is backing sewage into my basement stuck in the line. It's stuck because the sewer line has shifted from age. This is a warrantied issue that needs repair. I am steadily having to pump sewage from the basement and this is a major health issue.

  

  Business Response

  Date: 06/17/2024

  We are in receipt of the
  complaint filed by Ms. ***** 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 to her
  satisfaction.
  
  We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond.  

• Initial Complaint

  Date:05/31/2024

  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.

  Hello!
  For over a month I have been trying to correct the over payment made of my account. I have two accounts with HomeServe, ** *** **** *********** ** **********. With the second notice, I thought I paid the wrong account (reason for second payment).
  Made my first payment 3/13/2024 – wire transfer from my bank
  Second payment paid after I received a second notice on 4/11/2024; wire transfer from my bank
  When I receive a third notice of non-payment, that’s when I realized I have paid them twice. I called to tell them I already paid them twice through my bank (wire transfer). They said payment never received. So I requested a copy of the wire transfers from my bank; which took 10 days.
  Once received, copies of the wire transfers were send to a Cierra J****** at *********************.
  When I called on 5/9/2024 the representative acknowledged receipt of the information and will review.
  I received a letter dated May 1, 2024; called the number on the letter 5/13/2024 and representative confirmed I am due a refund and it was to be processed 5/16/2024 with check being mailed.
  Also I told him I didn’t authorize any auto payment from my credit card. He told me he cancelled the auto pay (5/13/2024) and that weekend I received a charge on my credit card.
  With the charge on my card, that makes 3 payments of $179.88 they have received.
  Yesterday I called again and talked to a Ivette, who put me on hold for 33 minutes while she researched my issue. When she came back, she told me she was trying to a manager on the line; but they were all busy and someone would call be back in 24 hours. It is over the 24 hours and no call.
  I hope you can help me with my problem. I have received 3 notices on a bill I paid in March 2024.
  Sincerely your,
  ******* *******
  ** ** ******** ** ******** ** ***** *****************

  

  Business Response

  Date: 06/11/2024

  We are in receipt of the
  complaint filed by Ms. ******’s 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 Ms. ******’s on May 31, 2024
  to acknowledge receipt of the complaint. 
  We have addressed the issue concerning the delayed refund and have taken
  steps to expedite Ms. ******’s payment. 
  The refund was approved and processed on June 10, 2024 and a check has
  been issued and mailed. Ms. ******’s should receive the check no later than
  June 12, 2024.
  
  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 encourage Ms.
  ******’s to contact us with any further concerns.

  Customer Answer

  Date: 06/18/2024

  HomeServe has resolve the issue I have been refunded my money thank you

• Initial Complaint

  Date:05/30/2024

  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've had HomeServe as my plumbing services insurance company for over a year. over a month ago I called them because I had issues with several drains at my home, they told me that someone would call me within 48 hours. Since no one had contacted me after a week I called again. I've called many times since and they always say that someone will contact me but no one does. The only time that someone did, he said that he would call me again but he never did. I called them again and asked for a supervisor. This was weeks ago and no one has contacted me. They are still billing me every month though. I'm starting to wander if this is a real company. Can they charge for insurance providing services and then don't do anything. Is this legal?

  

  Business Response

  Date: 06/13/2024

  We are in receipt of the
  complaint filed by Mr. ***** 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 and emailed Mr. ***** on May
  31, 2024 to acknowledge the complaint. 
  On June 4, 2024, Mr. ***** contacted OTP in response to the message he
  had received. Mr. ***** was advised the job had been reassigned and the
  contractor was available to attend that afternoon. However, he was not
  available until June 6, 2024, and he had arranged the appointment directly with
  the contractor.  
  
  On June 7, 2024, the OTP member
  contacted Mr. ***** who confirmed that the contractor had snaked the line and
  advised that the toilet needed to be replaced due to its age, which was causing
  the backup.  
  
  As a courtesy, for service
  delays, Mr. ***** was provided with a goodwill payment to support the cost of a
  replacement toilet. The payment was processed June 11, 2024, Mr. ***** was
  informed to allow up to 30 days for the receipt of the check.
  
  We
  trust this response satisfactorily resolves Mr. ******* 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.

  Customer Answer

  Date: 06/13/2024

  
  
  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:05/28/2024

  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.

  **** ****** switched my HVAC plan from ********* to Homeserve. For the past eight months, I've tried to get my AC fixed, but Homeserve keeps giving the same excuse about syncing systems and never sends a technician. When I escalate the issue, they give me the number for the office of the president of Homeserve, but the number is not in service. **** blames Homeserve, and Homeserve blames ****, resulting in a lot of finger-pointing between the two. I had to pay for the repairs myself, and now Homeserve won't respond or give me a refund. I am stuck without any help. I want to cancel the plan and get a refund of $328 for the eight months I paid without receiving service.
  
  There portal is useless and it is fraud it shows no plan or email options or anything. Any kind of service is non existent. Please see the screenshot attached.

  

  Business Response

  Date: 06/07/2024

  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 May 29th,
  2024, reinstated his preventative maintenance plan, and scheduled a tune-up.
  Mr. ************* accepted this outcome.
  We trust this response
  satisfactorily resolves Mr. ************* 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.

  Customer Answer

  Date: 06/12/2024

  
  
  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.
  

  Homeseerve did call back and they restored my account and also scheduled the maintenance call to help me out.

   I appreciate BBBs help in getting this completed.
  
  
  
  Sincerely,
  
  
  
  ***** *************

• Initial Complaint

  Date:05/28/2024

  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.

  On March 18th I paid for the full year policy
  On April 25th this business was called by me because they charged me AGAIN for the same year
  My bank confirmed both payments as processed with confirmation numbers
  Homeserve has claimed they never received the March 18th payment and that I had no policy on file; and would need pay an additional renewal fee (this was said in the call in April 25th)
  
  I made them aware that in the interim between March 18th and April 25th I received a renewal paper packet confirming my payment.
  
  
  They said they would refund me but INSISTED it could ONLY be via check. I chose to give them an opportunity to fix this despite my bank telling me these transactions triggered their fraud alerts.
  
  So on April 25th (yes this call was over 2 hours) I was told to call back on May 3rd if I still had not received my check
  
  I have since called back on May 3rd, May 16th AND May 24th; wherein they basically said they don’t know where the money is and each time they needed my information collected ALL OVER
  
  But no resolution has come. I’m currently without coverage to my sewer lines because they’ve taken all this money and I’ve had no resolution.

  

  Business Response

  Date: 06/07/2024

  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 to her
  satisfaction.
  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.

• Initial Complaint

  Date:05/24/2024

  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.

  For several years I have had a "Heat Pump Repair Plan" with Homeserve. I estimate at least $600 in paid premiums (which have steady increased without notice). I cannot accurately account for how much I've paid in premiums because Homeserve does not let you see that information on your account (can assume this is intentional so you don't think about it when you have a claim denied). I subscribed to the plan because their own website says it covers "major components and parts, including the cooling system or air conditioning breakdown."
  
  Last week it get's hot, turn on AC and it doesn't work. Make a claim with Homeserve, technician determines the compressor has burnt up. Homeserve says that their plan excludes compressors. For anyone who knows anything about HVAC systems, the compressor is the heart of the system, the main part, the majorest of major components.
  
  When Homeserve denied my claim, I requested for a return of all premiums paid since it would not cover the repair of my heat pump. I was told that because they dispatched a technician (on my first and only claim" that I was not entitled to any refund.
  
  I wish I had looked up Homeserve on the BBB's website, I would have stayed away and not ever given a dime to a business with such a track record (averages over 300 complaints a year on BBB alone).

  

  Business Response

  Date: 06/04/2024

  We are in receipt of the complaint filed by Mr. ****
  ***** and regret to learn of his dissatisfaction. HomeServe places our
  customers at the heart of everything we do and considers customer satisfaction
  of utmost importance. We take 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 efforts to establish
  communication with Mr. ***** on March 28th, March 29th,
  and March 30th, 2024.
  Regrettably, despite these attempts, our OTP
  representative was unable to contact Mr. ***** to address her concerns. We
  encourage Mr. ***** to reach out to us at his earliest convenience. We are
  committed to resolving this matter.