Complaints
This profile includes complaints for HomeServe USA Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 972 total complaints in the last 3 years.
- 350 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:01/10/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
*********** found a break in our sewer line during a preventive mainte***** cleaning of our sewer line. They found the problem by their snake exiting the line in the break and then reentering the line. The snake is stuck in the broken portion. I have Exterior Sewer/Septic Line Plus Restoration through HomeServe and have been paying their premiums for years. I was told by Robert, when I called on 1/10/23 at 9:30am that, because there was a third party who did the work and found the problem that HomeServe would not fix the problem, that they would have if it had escalated to a mess and foul odor in the yard that they would have sent someone out but they also don't do preventive mainte***** on lines. Though I'm glad the break was found before being in the worst possible scenario, I am appalled that, just because another company found the problem and have a section of snake stuck in the line, they will do nothing to honor the warranty that they market and I purchased. This isn't an issue that can languish and work will start on 11/11. Not included in the attached document is the charge from our HVAC company* ****** ******* *** *******, that have to move the air conditioner that is on top of the sewer line at a charge of approximately $700 to move it out of the way and then reinstall it ($85/hour with payment due after work is completed).
Business Response
Date: 01/23/2023
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. Ms. *****
has provided copies of invoices in relation to the reimbursement request which
are under review.
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:01/10/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Been paying for homeserve for 6 yrs. Hired to fix plumbing. Theywouldnt show up or call and be very nasty on phone. We had no water for close to month n had to seek shelter elsewhere. When they did come they didn't work n then left w out telling us. They complained whole time n dug ditch in my front yard n left it torn apart. So bad the city got on us about the mess. Also made big whole in concrete n never fixed water n we still don't have water pressure or water in shower or sink. When they say they're coming they never do. Homeserve should help us that's what we pay for.Business Response
Date: 01/24/2023
We are in receipt of the
complaint filed by and 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 working with Mr. and Mrs. ***** to
resolve the issue to their satisfaction.
In response to this complaint,
a member of HomeServe’s Office of the President is conducting a detailed
investigation of the issue. On January 16, 2023, HomeServe deployed a trusted
network provider to Mr. *****’s residence who restored the flow of water
through Mr. and Mrs. *****’s bathroom and kitchen fixtures. HomeServe
understands that Mr. and Mrs. ***** remain dissatisfied. We requested
additional information and documentation related to the issue they are
experiencing and await their response.
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 additional information they can
provide.Initial Complaint
Date:01/09/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a contract with the company home serve through my *** *********. The contract with home serve is $18.99 per month to provide me emergency furnace services should my furnace go out. This morning I called at 8:39 AM to report that my furnace was out the lady was pleasant she indicated that she would get it dispatched. My husband called around 1:40pm and they said they were still trying to dispatch, they said they had no service providers in our area. My husband said in the most they used ********** ******* *** ********. My husband contacted an employee of ********** to see if they could come out, in past we have had to call ********** directly and they file claim to Homeserve. The guy said they dont contract with Homeserve due to non-payment. We called back around 2:40 PM and were told that there was still no one in route and still trying to locate a provider. I asked to speak to supervisor and asked who was nearest contracted agency to see if we can contact. The rep said she doesn’t have that info. I asked to speak to supervisor. We were told by a ****** **** of leadership that her extension was ******* and she is based out of ** but she cannot give me an estimated timeframe of when they can even locate someone, where the nearest Devils Lake contracted company is, or if anyone even can be out today. I had explained I have cancer, had recent chemo and am suffering from a cold and is a hardship to my family. Asked if they reimburse hotels, no. We asked about if we contacted someone independently about reimbursement and she said that we could have reimbursement to our limitations.We have had this problem in the past and it’s never consistent. Why do we pay for a contract if they cannot commit to the contract. The supervisor did agree with me when Instated I understood **********’s no longer contracts with them due to nonpayment by Home Serve, ****** the supervisor answered Yes ma’am. How can they sell a contract if they don’t have anyone on the area? What is a reasonable time to wait for heat in ** in the dead of winter?Business Response
Date: 01/19/2023
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 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 Ms. ********* on December
13, 2022, and informed her that her request for reimbursement, for her furnace,
was approved.
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: 01/20/2023
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:01/06/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 1/1/2023, we realized that we had a sewer issue. Every time we flushed a toilet, did laundry or ran water in any drain our pipes in the basement started leaking and our downstairs toilet started bubbling and overflowing with waste. We called HomeServe that very same day (we have existing coverage). They could not get anyone to come out to look at our issue that day. Finally, on 1/2/2023, someone came out in the afternoon and said they didn't have the proper equipment. Then, another company came out on 1/3/2023 and said they had the correct equipment but needed approval from HomeServe. That approval never came that day. Then, the second company came out on 1/4/2023 and were unable to repair the sewer drain and stated that they needed approval to do an exterior washout on the property. Then, HomeServe had to approve the quote and the quote was not approved until 1/6/2023. At this time, we have the approval and the plumbing company has stated that it will be mid-week (meaning approximately 11/11/23) next week.
We have now been without running water since 1/1/23 so are unable to shower, wash dishes, etc. in our home. In addition, we have three young children under the age of 10 and our four year old went to the bathroom and we are unable to flush the toilet so there is solid waste in all of our toilets. Our house in uninhabitable at this time, and we do not have a suitable residence to stay in while we are away from our house. I feel as though this is an emergency situation, as we are not able to stay in my house and have been staying on an air mattress in my sister's house, and one of my children is sleeping with her. My kids aren't able to do homework and we've had to take off of work several times in the last few days. Please help us!Customer Answer
Date: 01/09/2023
Can you please cancel complaint ********. The company contacted us and resolved the issue. Thank you!
******* *****Initial Complaint
Date:01/06/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am seeking reimbursement for my recent repairs that were done and approved for reimbursement. I have followed all steps that were given to me and have been waiting with no response back at all for 3 different reimbursement. The 1st is for interior electric work done. $580.92. The second is for interior plumbing $2,140.90. And the third is for the exterior sewer line. $6,324.00. The grand total is $9,045.82. I sent in all paid invoices and pictures on 12/01/22. Thank you for your assistance in getting this matter resolved!Business Response
Date: 01/19/2023
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 working with Mr. ***** to resolve the issue to his
satisfaction. Mr. ***** has provided copies of invoices in relation to the reimbursement
request which are under review.
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: 01/25/2023
Complaint: ********
I am rejecting this response because:
The last I've heard back was on 01/13/22. As I only have 7 days to respond to this I will have to reject the response because my issue is being worked on bit has not been resolved yet. I appreciate all efforts being made but I didn't realize itnwas going to take this long for the reimbursement process. The commercials make it seem like it's all done so quickly and easily and I'm feeling a bit frustrated at this point.
Sincerely,
***** *****Initial Complaint
Date:01/04/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have come to find out Homeserve is very limited on what they will do. Also what they can and can't do changes from person to person. My water heater needed to be replaced in mid november 2022. I was told my part would be $650. Homeserve will only pay $850 and the said my venting is not up to code and needed to be replaced. My water heater is outside. There is nothing wrong with the vent also I looked online a new vent is $60. I asked to be emailed an itemized invoice of what exactly I was being charged for and was told it was against Homeserves policy. We as customers have no control. In my opinion Homeserve is overcharging thats why they won't let you see an invoice. Anyway I cancelled my policy. A couple of weeks later I called the plumping company and asked if I purchased my own water heater I would have no out of pocket. They said no problem. Homeserve also approved this and said plumber will be in touch. About a week went by so I called the plumber and he said Homeserve never called. So I called Homeserve and they said I needed to reinstate my policy. Then I was told even if I reinstated my policy it would not cover my existing claim. I said the claim was approved before I cancelled and asked for management. I was told someone will call me. Five days later they did and agreed the claim was valid all I needed to do is pay $650. I explained I was already approved with no out of pocket. She said someone will be in touch. They didn't. I called back and was told R**** had the claim was not in her office and would call me. She did and agreed that my claim was valid and she would call plumber and approve my claim. R**** called back a couple of days later and said I now had to pay $400 that the vent wasn't covered. (The $60 vent) I explained I was already approved for no out of pocket. R**** was going to listen to phone call. R***** said plumber and Homeserve employee didn't know what they were talking about and Homeserve couldn't help me. Email said because I cancelled my policy. I have been told more than once claim is valid. Also claim was over 30 days old. I have been waiting on Homeserve. The tapes of the phone calls will cooperate my story. Homeserve has all the power, and all my years of payments.Business Response
Date: 01/24/2023
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 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 January 23,
2023, and offered her a monetary settlement to cover the cost of the water
heater she purchased. 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: 01/24/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. I am accepting this under protest.
Sincerely,
******** ******Initial Complaint
Date:01/03/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have homeserve for a little over two years and this was second time calling this warranty company for an issue in my home. I had a pipe that burst inside of my crawl space, I belive the pipe was frozen due to the inclement weather we have had in the area over the past two weeks. I called home serve to report this issue on 12/27/22, presently I still have this repair in my home and my water is totally turned off in my home. I have not had water in my entire home since this time. I have called them repeatedly, regarding this repair. Home serve took my issue and scheduled **** **** plumbing to come to my home the next day (12/28/22). One 12/28/22, @ 11:11am the appointment was cancelled and it was not done by me. When I called homeserve about this issue, I was told that the company cancelled this appt for not getting the contract from homeserve. As I explained to the representative, this is not right to the customer due to an appt being cancelled and the contracting company did not get the work invoice, they scheduled another company to come out to my home the next day which was 12/29/22. I asked to speaks to a supervisor on 12/28, I was told they send an email and someone will contact me within 24 hours regarding my issues. I did not hear from anyone, and if they did call me, there was no message left on my voicemail. Once 12/29/22 came, the new contracting company (Haynes Plumbing) came to my home, and my issue was not fixed, they did inspect the crawl space, but I was told by the plumber he was not able to fix it (he did not let me know the reason why) and I was once again left with no water. I called numerous of times on 12/30, pleading to speak with a supervisor and to find out what is going on with my case. I have still not heard from anyone to correct my issue. I had to end up calling a bigger plumbing company to hopefully fix my issue which should not be the case if I am paying for a warranty company. I am writing this complaint due to homeserve has taken my money each and every month and I was left with calling another company and paying out of pocket.Business Response
Date: 01/06/2023
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 happy to
report that the issue is resolved.
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, called Ms. **** on January 4, 2023.
The OTP member advised that the request for reimbursement had been approved to
cover the third-party repair cost. On January 5, 2023 the OTP member called Ms.
**** and offered $125.00 as a courtesy due to poor customer experience. Ms. ****
accepted this resolution offer.
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: 01/06/2023
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:01/03/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I put in a work order with HomeServe around 10/24/22 to address a toilet backup problem. The backup involved a utility sink, washing machine in the laundry room and the toilet in the bathroom next to it. Over the next couple of months, the *** ******** contractors ran an auger through the drains three times; jetted the drains twice from the roof; used a high-tech camera to find the blockages; dug up my yard twice (first time they dug up the wrong spot). After repairing the pipes/drain blockage in the yard, we assumed the problem was finally resolved. That is, until I used the utility sink on 12/24/22. When I ran the water, the toilet in the bathroom next to it started to make bubbling noises. Immediately stopped using the sink. But over the next few days the toilet began to backup/overflow again.
On 12/27/22, I called HomeServe and they sent a *** ******** contractor out on 12/29/22 to address the problem. The contractor ran a camera and apparently found a new blockage. He ran an auger but it couldn't reach the blockage. I was told that they would have to come back with a 75 ft. auger.
*** ******** gave me an appointment on 01/04/23. However, the toilet backed up with raw sewage again. I’m a 61 year old female, getting ready to have hip replacement within the next few weeks. I had to clean up the overrun. When I tried to flush the toilet, water gushed from underneath the toilet running again. I turned the water off at the toilet. But the toilet made tic**** noises and water continued run underneath. I had no choice but to turn the main water off. It was horrible! I called HomeServe and explained the situation. I told them that I didn’t have running water in my home. I’ve had to buy water to use for essential needs. I flush the toilet I use with buckets of water. Here it is 01/02/23 and HomeServe claims that they raised the issue to “Critical” status, but can’t get anyone out until 01/04/22. This is an unacceptable situation.Business Response
Date: 02/15/2023
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 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. According to our records Ms. **** requested an
estimate for the repair from the network contractor to submit to her Homeowners
insurance. According to our records the estimate was approved by USAA
Homeowners insurance, however Ms. **** chose to use a third-party and not the
network contractor to complete the repair. The OTP member emailed Ms. **** on
February 14, 2023 to request clarification that the repair had been completed
by a third-party contractor. To date we have not had a 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:01/03/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Tune up to furnace scheduled today, Friday, December 30. The technician came and left. This evening, after turning on the heat in the second zone of our home, it is not activating. The technician must not have properly reactivated the system. I called Homeserve customer service and could not get service to the furnace until tomorrow. This is unacceptable. The problem was the result of poor service. It is now 40° and no satisfactory response to my problem was offered by customer service. I was hung up on once by a representative. We are very disappointed, especially because the problem has nothing to do with the furnace, but with incompetence. Customer service made me feel like I was doing them a favor by speaking with them. Unethical practices and unprofessional response.Business Response
Date: 01/03/2023
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 (“OTP”) conducted a detailed
investigation of the issue and as a result, called Mr. ******* on January 3,
2022. Mr. ******* confirmed that the repair had been completed, and his heating
was restored on December 31, 2022. The OTP member apologized to Mr. ******* for
the delay in a return visit to rectify the no heat issue after his tune up on December
30, 2022.
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.Initial Complaint
Date:12/30/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
For the past 4 years I have paid $7.99 each month to Home Serve thru ****** *****. For the first time I try to use the service to fix a dorm outlet and they put several excuses for not doing the job.
They say that the wire is not under code and is not true since a few years ago a complete change was made to the electrical system by an electric company.Business Response
Date: 01/10/2023
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 we have resolved this issue.
In response to this complaint,
a member of HomeServe’s Office of the President conducted a detailed
investigation and as a result, called Mr. ******** on January 5, 2023, and offered
to provide a monetary settlement to help with the cost of repairing his outlet
through a third-party contractor. 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.
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