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. has 34 locations, listed below.

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  HomeServe USA Corp.

  45 Glover Ave Fl 6 Norwalk, CT 06850-1238

  
• 

  HomeServe USA Corp.

  7134 Lee Hwy Chattanooga, TN 37421-1732

• 

  Home Emergency Insurance Solutions

  Unpublished Fresno, CA 93722

• 

  HomeServe USA Corp.

  PO Box 70789 Madison, WI 53707-0789

• 

  HomeServe USA

  PO Box 1656 Marietta, GA 30061-1656

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:05/01/2024

  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.

  ******* ** *** ***** **
  Consumer states the business took from 1/1/24 to 2/9/24 to come out to look at her hot water tank. Someone came out to do repairs and she was told she had to pay for him coming out but the business was the one that sent him. He never repaired the hot water tank, she had to have it replaced herself. The consumer had to go to the water company and have them remove HomeServe from her accounts because she is paying for a service she is not receiving. The rep at the water company spoke with HomeServe on the phone to cancel the consumers service on 2/9/24. She recently received mail from the business advertising their service.

  

  Business Response

  Date: 05/08/2024

  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 takes customer complaints seriously. 
  
  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, added Ms.
  *****’s residence to our Do Not Mail list on May 2, 2024. We ask that she allow
  4 to 6 weeks for this change to take effect. In the meantime, she may continue
  to receive pre-scheduled mailings while our system updates her file. Additionally,
  the replacement of Ms. *****'s water heater was not carried out as she declined
  to cover the out-of-pocket expenses.
  
  In
  conclusion, we regret that we were unable to meet Ms. *****'s expectations.
  However, should Ms. ***** decide to reestablish services with HomeServe, we
  would be more than happy to offer our programs once again. 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:04/29/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been haviing payments paid automatically since I opened the plan. The company changed its billing system in 2024 at which point my payments stopped being made. I called to find out what had happened and was told the billing system was not working properly and to call back later. I did and was told that the system was working again and to make my payments which I did. I have not received any corespondence from them since their so called billing system was fixed and now the payments I am making are not being applied as they company says they are not being received. My account is now in suspension due to lack of payments. I called yesterday and spoke with a representative who took my information and my payment and assured me the payment was processed. I looked at my bank statement today and the payment still is not showing and I am not getting any help from Managemnt higher ups. My complaint is that I have made every payment since February and now my account is at risk of being cancelled due to lack of payment event though I have made payments. I am at my wits end. Please help

  

  Business Response

  Date: 05/14/2024

  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.
  In
  response to the complaint, a member of the Office of the President has made
  several attempts to contact the Ms. ******* and to date we have not been able
  to reach her to discuss her concerns. We encourage Ms. ******* to contact us at
  her earliest convenience. 

• Initial Complaint

  Date:04/25/2024

  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 debited my account four extra times for the same exact amount$11.49. I was never notified about extra charges due to system issues. I automatically thought fraud. I contacted customer service and I was told they had billing issues in November of 2023. Systems updates are not customers problems. I have 2 policies with HomeServe. Auto debit agreement is once a month on the due date. Instead of billing for nonpayment due to system issues, they waited until April to make four extra charges. One customer service representative asked if I changed my information on file. My reply was no. These charges have came out of the same account over six years. These extra charges was not authorized nor was I informed. A company should not auto debit more than the agreement and the company should make a customer’s account current due to not doing their system issues or negligence.

  

  Business Response

  Date: 05/07/2024

  We are in receipt of the complaint filed by Mr. and Mrs. ***** ******** ******,
  and regret to 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 team (“OTP”) contacted Mrs. ******** on April 26, 2024, through
  voicemail and email, and conducted a detailed investigation of the issue. Unfortunately,
  Mr. and Mrs. ********’s account experienced a billing error that has been
  acknowledged and rectified by HomeServe. 
  An OTP member contacted Mrs. ******** on May 1, 2024, to provide an
  update on her account. As a courtesy and resolution to this matter, HomeServe
  has offered a one-time monetary compensation equivalent to three monthly
  premiums on the affected plan. Mrs. ******** has accepted this outcome.
  
  We trust this response satisfactorily resolves Mr. and Mrs. ********’s
  concerns. We appreciate you bringing this matter to our attention and giving us
  the opportunity to respond. We welcome Mr. and Mrs. ******** to reach out to us
  with any further concerns. 

  Customer Answer

  Date: 05/07/2024

  
  
  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:04/25/2024

  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.

  Earlier this year in January, when I renewed my annual service agreement for Exterior Sewer/Septic Line Plus Restoration and Exterior Water Service Line Plus Restoration with HomeServe, they offered me a discounted amount totaling $159.88. The confirmation number for this discount that Leydi gave me over the phone on January 19, 2024 was #************. However, they withdrew the original undiscounted amount of $296.64 from my bank account on February 21, 2024. I have called them six times from March 2, 2024 to ask for a total refund of $136.76, the difference between the original price and the discount price but I still have not received my refund. I keep getting told that the Refund Department is notified and the refund should be processed and will be credited back to my bank account but I have not received the refund. When I called for the fifth time on April 4, 2024, I was told that it was escalated to supervisors Sam and Christopher but still no action was taken and nobody is able to tell me why this is not being processed. At this point, I need BBB to help me get my refund.

  Customer Answer

  Date: 05/05/2024

  The refund that I had been waiting for from HomeServe has been credited back to my bank account so this case is resolved. Thank you for your help.

  Customer Answer

  Date: 05/05/2024

  The refund that I had been waiting for from HomeServe has been credited back to my bank account so this case is resolved. Thank you for your help.

  Customer Answer

  Date: 05/05/2024

  The refund that I had been waiting for from HomeServe has been credited back to my bank account so this case is resolved. Thank you for your help.

• Initial Complaint

  Date:04/24/2024

  Type:Sales and Advertising 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.

  Home Serve sends out many many letters to me trying to get me to buy their services i have called to stop and they said they would but im still more and more letters. It is to the point i feel harrassed

  

  Business Response

  Date: 05/01/2024

  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 added Ms. ******** to HomeServe’s Do Not Mail
  list. This request can take 4-6 weeks to be implemented. Going forward, we will
  only attempt to contact her about her active contract.
  We trust this response
  satisfactorily resolves Ms. ******** 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.

• Initial Complaint

  Date:04/24/2024

  Type:Product 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.

  Last week I had a break in my main service line that provides water to my home. The city came out and shut-off the water to my home. As I have 2 elder people and 2 young children in the home I made the decision to have a 3rd party contractor come out to do the repair in order to have the water put back on and not to have the spend the weekend without running water or a flushing toilet. I reached out to the customer service department and was told that I will not be reimbursed because I used a 3rd party contractor. It was an emergency and I made the best decision with the information I had at that time. How do I go about to get reimbursed for the expense as I already paid for the service. Thank you.

  

  Business Response

  Date: 05/01/2024

  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 April 26th to provide clarification about her coverage and offered a reimbursement as a
  one-time courtesy. 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.

  Customer Answer

  Date: 05/01/2024

  
  
  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:04/22/2024

  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.

  Home Serve was paid for insurance coverage on appliances for years. Those appliances (Furnace,Water heater) have stopped working and when asking for the money that is what the contract states should be paid when they were replaced the company will not do it. I have been given various people to talk to but never get a call back or any checks being sent. They are giving me the run around to wear me down so I will give up. They owe $300 for the Furnace and $300 for the Water heater. So a total of $600. I sent them pictures and papers that they requested to show that they were replaced. It’s been going on for 6 months now.

  

  Business Response

  Date: 05/02/2024

  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 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 April 30th, 2024, and confirmed the
  reimbursement was processing and would be mailed out by the end of the week.   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.

• Initial Complaint

  Date:04/19/2024

  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 an interior waterline warranty with Homeserve. In January, I called them to start a claim because my basement shower and floor drain were backed up. They initially sent out ******** ********, and heating who sent them an estimate. They wanted to have another company come out and do another estimate. The company named ***** ******** came out and began to do their estimate. Home serve required them to try to clear the drain with a high-pressure jet and a drain snake. In the process, those plumbers broke some of my pipes because they are still red “clay” old pipes. Instead of digging up the pipes, they said they were not going to fix it because it isn’t up to code. They were going to cap them off and close them, then they were going to recover the floor with the broken up concrete and about a half an inch of concret or so to make it level. My husband would not let them cover it up still broken and asked them to leave. Home serve has done nothing to get this problem repaired. I’ve had holes with standing water in my basement for over a month. Every time I try to call and speak to somebody they can’t get anybody to answer the phone in the president’s office and I have to leave a message. They tell me I will get a call back within 24 hours, I’ve heard that each week with no return call for the last 3 weeks. Neither home serve or the plumbing company care about the customer. I believe the plumbing company may be cheating the insurance company as well. I just want the pipes and floor to be repaired and plumbed properly.

  

  Business Response

  Date: 05/02/2024

  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 appreciate the opportunity to investigate any consumer complaints
  raised.
  
  In response to this complaint,
  a member of HomeServe’s Office of the President conducted a detailed
  investigation of the issue and as a result, called *** ***** on May 1, 2024, and
  explained that the remaining plumbing work required to correct the improper
  installation of her shower and laundry drains would not be covered under her
  service agreement. We have provided *** ***** with an estimate for the repairs
  from a trusted network provider. Although we understand that this is not the
  outcome *** ***** has been hoping for, we maintain that it is fair and
  consistent with the terms and conditions 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: 05/15/2024

  I received your letter and see how Homeserve responded. They are correct, and that is not how I would have liked things to turn out. However, my issue is that Homeserve sent out ***** ******** who broke up my floor, destroyed my pipes and left.  

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

  This company came to my house and dug up my floor. I have 2 massive open holes in my concrete basement floor. They broke the pipes that were apparently attached or incorrectly plumbed years ago. They decided to cap them off and close them up. Homeserve said the pipes were not covered because they were not attached to the "correct" pipes that it should have been. Since it was plumbed incorrectly, which nobody knew, they got out of fixing it. However, it should be their responsibility to put it back the way it was when they started the job..? My pipes that were broken should be intact, my concrete that was destroyed should have been repoured, and the mess of concrete, mud, and pipe pieces should have been all taken care of.  I don't care if the pipes were plumbed incorrectly 40 years ago, they worked!!!  I had a home inspection when I bought my home and it passed. I was given a loan for the home. It is not their decision at Homeserve to cap and close off my drains because they broke the pipes. That was just trying to cover up the screw up they made. My basement has been like this for 3 months now. I had to move my washer and dryer and have had to go to the laundry mat for my family of 4. It was costing me so much (nearly $120 a month) my husband and I cleaned up around the holes and had to plug them back in like that. I have to watch my step not to slip off or what not while I'm doing laundry now. I believe since they broke the pipes so long ago, it should now be their job to plumb it correctly, repairing their damage and plumbing the pipes for the 2 drains correctly, but that's beside the point..... WHY SHOULD THEY NOT HAVE TO PUT IT BACK AT THE SAME LEVEL THEY STARTED.. IT SHOULD BE THE SAME WHEN THEY LEAVE AS IT WAS WHEN THEY STARTED!

  

  Business Response

  Date: 05/29/2024

  We are in receipt of the rejection
  response filed by *** ****** ***** 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 *** *****’s
  complaint, members of HomeServe’s Office of the President (“OTP”) worked with
  trusted network providers who completed several covered repairs consistent with
  the terms and conditions of her service agreement. We also provided *** *****
  with clarification regarding the benefits and exclusions of her Interior
  Plumbing and Drainage coverage and an estimate for the non-covered repairs.
  
  We understand that *** *****
  remains dissatisfied; however, we are unable to provide her with a resolution
  that is both satisfactory and consistent with the terms and conditions of her
  service agreement. As a courtesy, on May 28, 2024, a member of OTP contacted Ms.
  ***** via email and offered to provide a full refund of the monthly payments
  she made toward the Interior Plumbing and Drainage coverage, retroactive to
  enrollment, upon cancellation of the service agreement. We look forward to
  receiving *** *****’s response.
  
  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:04/19/2024

  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.

  10 or more years ago ******** *** was offering outdoor utility insurance protection for gas, water, sewage and electric utilities. I signed up for it due to low cost and age of my house. It came in handy to which I had to have my gas line replaced. After I found out I wasn’t able to bring my own plumber in was my first red flag. Eventually ******** *** notified me that they were no longer going to collect for HomeServe and I would have to deal with them myself. The last month I paid my gas bill HomeServe tried to bill me for the same month so I canceled their service. Between then and now my wife signed up with ***** ****** (******** *****) to pay our electric bill electronically.(paperless). I received a letter from HomeServe dated 03/11/2024 saying that my Electric outdoor utility insurance was going up in price. After consulting my wife she went online to our ******** ***** bill and sure enough under a misc. charge ******** was billing me $6.48 a month for the last 10 years for insurance on my outdoor electric service. 2 years ago I had a new service with a mast installed due to waste management trucks hitting and pulling my lines. Plus my service was outdated. I paid out of pocket for my electrician to do the repairs unaware that I was paying HomeServe insurance on that utility. After receiving the letter from ***** ****** and HomeServes name on it I contacted both companies and ******** said I had to call HomeServe so I did and told them that I personally never signed any contract with them to have ******** collect money from me . Their reply was that they have a digitally signed document from me . First off I cancelled them 10 years ago, have no idea how to digitally sign anything or would ever do something like that on line. My argument with both companies is ******** shouldn’t be collecting money for a company that advertises on tv and should be billing their customers separately. I pay ******** for use of electricity. I’ve contacted ****** and ***** ** ***

  Customer Answer

  Date: 04/19/2024

  In regards to my complaint ID ********, when I contacted HomeServe I kindly asked for the representative to mail me a copy of the signed document that I signed with a pen with my signature and his reply was that they have a document with my digital signature. Again I never in my life ever first off heard of such a thing or would know how to do it. Second of all If they have that document that they refused to mail me a copy through the **** why were they able to mail me a letter saying my rates were going up. I asked them to either refund me for the last 10 years they said I was paying on it or refund me for the service I paid out of pocket for that they would have been charged if I did file a claim through them replacing my electrical service. What’s wrong with this whole situation is ******** ***** should only be charging me for my electric. If I agreed to a contract with HomeServe which I canceled after ******** *** quit collecting for them, I should have been contacted by HomeServe acknowledging a means of paying them not ********. I wonder how many other people on a fixed income signed up for paperless electronic billing with ******** and aren’t aware that they digitally signed up for something that they aren’t aware of. I also contacted my local legislator to pass a bill that doesn’t allow a utility company to collect on behalf of another company and they fully agree with me, and are awaiting to see how HomeServe replies. 
  

  Customer Answer

  Date: 04/19/2024

  In regards to my complaint ID ********, when I contacted HomeServe I kindly asked for the representative to mail me a copy of the signed document that I signed with a pen with my signature and his reply was that they have a document with my digital signature. Again I never in my life ever first off heard of such a thing or would know how to do it. Second of all If they have that document that they refused to mail me a copy through the **** why were they able to mail me a letter saying my rates were going up. I asked them to either refund me for the last 10 years they said I was paying on it or refund me for the service I paid out of pocket for that they would have been charged if I did file a claim through them replacing my electrical service. What’s wrong with this whole situation is ******** ***** should only be charging me for my electric. If I agreed to a contract with HomeServe which I canceled after ******** *** quit collecting for them, I should have been contacted by HomeServe acknowledging a means of paying them not ********. I wonder how many other people on a fixed income signed up for paperless electronic billing with ******** and aren’t aware that they digitally signed up for something that they aren’t aware of. I also contacted my local legislator to pass a bill that doesn’t allow a utility company to collect on behalf of another company and they fully agree with me, and are awaiting to see how HomeServe replies. 
  

  Customer Answer

  Date: 04/23/2024

  A lady from HomeServe contacted me and settled my complaint with their company. Her name was Cara F***** and she said since there was no claims on that account since they started collecting from ******** ***** that they would reimburse me the amount withheld. 
  Thankyou,

  ***** ***** 

  Customer Answer

  Date: 04/23/2024

  A lady from HomeServe contacted me and settled my complaint with their company. Her name was Cara F***** and she said since there was no claims on that account since they started collecting from ******** ***** that they would reimburse me the amount withheld. 
  Thankyou,

  ***** ***** 

  

  Business Response

  Date: 04/30/2024

  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 team (“OTP”)
  conducted a detailed investigation of the issue and as a result, contacted Mr. *****
  on April 23, 2024. While HomeServe deems this enrollment valid, we have
  extended a gesture of goodwill to Mr. ***** by offering a full refund of the
  premiums paid as a resolution to this matter. Mr. ***** has accepted this
  outcome.
  
  We
  trust this response satisfactorily resolves Mr. *****’s concerns. We appreciate
  you bringing this matter to our attention and giving us the opportunity to
  respond. We welcome Mr. ***** to reach out to us with any further concerns.

  

  Business Response

  Date: 04/30/2024

  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 team (“OTP”)
  conducted a detailed investigation of the issue and as a result, contacted Mr. *****
  on April 23, 2024. While HomeServe deems this enrollment valid, we have
  extended a gesture of goodwill to Mr. ***** by offering a full refund of the
  premiums paid as a resolution to this matter. Mr. ***** has accepted this
  outcome.
  
  We
  trust this response satisfactorily resolves Mr. *****’s concerns. We appreciate
  you bringing this matter to our attention and giving us the opportunity to
  respond. We welcome Mr. ***** to reach out to us with any further concerns.

  Customer Answer

  Date: 05/08/2024

  Hello ****, as per our conversation I’m still awaiting my Refund from HomeServe that Cara said I should have within 10 working days from April 22,2024 as per her and my conversation.

  Thanks, ***** ***** 

  Customer Answer

  Date: 05/08/2024

  Hello ****, as per our conversation I’m still awaiting my Refund from HomeServe that Cara said I should have within 10 working days from April 22,2024 as per her and my conversation.

  Thanks, ***** ***** 

  Customer Answer

  Date: 05/21/2024

  Hello Mr. Henderson

  I’m reaching out to you about the complaint with HomeServe. I received the refund check last week and my bank informed me that the check has cleared. As agreed I’m willing to have this matter (complaint) closed.  Thank you for your time in resolving this matter and have a great day!

  ***** *****

  Customer Answer

  Date: 05/21/2024

  Hello Mr. Henderson

  I’m reaching out to you about the complaint with HomeServe. I received the refund check last week and my bank informed me that the check has cleared. As agreed I’m willing to have this matter (complaint) closed.  Thank you for your time in resolving this matter and have a great day!

  ***** *****

• Initial Complaint

  Date:04/19/2024

  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.

  They autorenew at a higher rate and do not notify in regards. When trying to cancel, they only try to upsell and transfer to another agent who continues to try to upsell instead of just simply cancel as you ask them to. Then they put you on hold again, by then I would either lose connection or have to deal with one of my own customers. I estimate it must take at least 30 minutes on the phone to finally get them to cancel. Again that's an estimate because I don't have 30 minutes to stay on the phone and listen to all their **. I told them cancel and they still charged me yet again. I have now filed a dispute through my credit card company since they will not simply cancel when you tell them to.

  

  Business Response

  Date: 04/25/2024

  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. The OTP representative made multiple attempts in communicating
  with Mr. ****** on April 19th, April 23rd, and April 24th,
  2024. HomeServe has cancelled Mr. ******’s plans, as requested and issued a
  refund on April 18th, 2024.
  We trust this response satisfactorily resolves Mr.
  ******’s concerns. We appreciate you bringing this matter to our attention and
  giving us the opportunity to respond. We welcome Mr. ****** to reach out to us
  with any further concerns.