ComplaintsforHomeServe USA Corp.

Water and Sewer Line Protection

Multi Location Business

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Initial Complaint
11/11/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Homeserve is a warranty company to repair when there is an issue with a home appliance or major component. We pay monthly for coverage. Washer purchased 5/2022 and put on homeserve. 8/2024 **** water sensor detected small leak. Promptly Reported. Repair people have been called and returned approximately 10 times in two months. They’ve failed to fix the leak, the leak is getting worse. First 8 visits were same guy who did no diagnostic and said he replaced parts, which were determined to clearly have not been new based on second repair guy. The last two visits were from a second repair company, who ordered parts. The parts ordered were broken upon first arrival, and are the wrong parts upon second arrival. The leak is now large enough to fill the bottom of a dinner plate and is beginning to cause damage to the flooring. What started as a minor leak that homeserve failed to fix is now causing significant home damage and homeserve is still doing nothing now except sending wrong parts and suggesting we buy a new machine instead of them fixing it.
Business response
11/21/2024
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 Mrs. ***** on November 18, 2024, and verified that the repair completed on November 13, 2024, did resolve the issue. Mrs. ***** accepted this outcome.

We trust this response satisfactorily resolves **** ******* concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We welcome Mrs. ***** to reach out to us with any further concerns.
Customer response
11/21/2024

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
11/11/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Thursday October 31, 2024 I contacted HomeServe regarding a furnace not working in one of my homes. After not hearing from anyone the whole day I called HomeServe who told me the agency they contract with had 24-48 hours to respond. On Monday, November 4,2024 I connected with the agency and they went to the home and fixed the furnace. The next day the furnace went out again (November 5, 2024) and the repair man told me the furnace needed to be replaced because it is 24 years old. He contacted HomeServe who told him he needed to repair the furnace. The repair man replaced the transformer which blew out immediately. The repair man called HomeServe and told them that the repair did not work and that the furnace needed to be replaced. Home Serve contacted me regarding the reimbursement process on Thursday November 7, 2024. The repairman thought the furnace could be replaced this weekend November 8-November 10, 2024. I contact the repair agency and they sent me a couple of quotes. I was told by the company that HomeServe would let me know what they would pay before I accepted their quote. On November 8, 2024 at 9:40 a.m I called HomeServe to ask about next steps and the process. Act that point the representative told me my account had been cancelled and I didn't have coverage. I had to call back and get connected to someone who gave the correct account number and then call again to get connected to someone to get the next steps, they told me a technician would call me with the prices. At 3:16 pm I called HomeServe to ask why no one had called me back. The representative said they should have called me back within 2 hours. They are all gone for the day and no one will contact me until Monday, November 11, 2024. We are in the middle of a winter storm and my tenant is having to use space heaters to keep warm!! I requested to speak to the complaint department and they don't have one. I am making a formal complaint to the BBB to inform the public of this agency.
Business response
11/20/2024
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 *** ***** on November 18, 2024, and confirmed that the furnace replacement had been completed. The agent also advised that the reimbursement under the replacement assistance plan had been approved. *** ***** accepted this outcome.

We trust this response satisfactorily resolves *** *****’s concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We welcome *** ***** to reach out to us with any further concerns.
Customer response
11/21/2024

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
11/07/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have a policy with HomeServe that allows up to $7000 to cover the costs of a leak in my portion of the water service line to my property. I had a leak and after giving me the run around for two weeks they have now refused to pay and canceled the job request. I had the leak replaced at a cost of $4790. I would like to be reimbursed by them for the full amount as this is under the specified amount of $7000.
Business response
11/18/2024
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 November 15th,
2024 and informed her the claim’s denial had been overturned. HomeServe agreed to fully reimburse Ms. ****** what she had paid out of pocket. 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.
Business response
11/18/2024
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 November 15th,
2024 and informed her the claim’s denial had been overturned. HomeServe agreed to fully reimburse Ms. ****** what she had paid out of pocket. 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 response
11/24/2024

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,

***** ******
Customer response
11/24/2024

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
11/05/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I've a home warranty plan with HomeServe. On 08/05/2024, I raised a service request for non functioning microwave and cooking range. The team promptly inspected and offered me a buy out, since both the appliances were beyond repair. The replacement amount was approved and I was told I should be getting the checks soon. I was offered ***** store card as a faster method of alternate payment but I didn't want to restrict to just one store so I opted for checks. After that, I called them multiple times and I was told that the processing will take 30 days and checks will be mailed only after that. I again called multiple times and was told that the checks might take another 30 days to reach me. So, I waited for another 30 days. Today is 11/4 and it's almost 3 months I've not received my checks. During my last call, I had mentioned to the customer service rep that I am running out of patience and will need the replacement checks via overnight delivery but not response. I also indicated that If i do not receive the replacement checks I'll raise a complaint at BBB but looks like the company is not even bothered with that. I've at least called 8-9 times until now but still no luck in getting the checks.
Business response
11/14/2024
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 (“OTP”) conducted a detailed investigation and called *** ******** on November 11th, 2024, apologizing for the delays receiving his reimbursement check. The OTP member reissued a new check to the appropriate address. *** ******** accepted this outcome.

We trust this response satisfactorily resolves *** ********’s concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We welcome *** ******** to reach out to us with any further concerns.
Customer response
11/14/2024

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
11/04/2024
Complaint Type:
Product Issues
Status:
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.
Work done in September 2024. Replace seeer drain line from house to street curb. Two large excavation required due to broken drain line. Work done by ****** ******* per approval of HomeServe. I paid the contractor. HomeServe will not reimburse me. They are demanding a city inspection report. All work was done on my property. The city had their own independent problem for our curb to the center of the street. They did nothing on my property. They declined to submit an inspection report because they didn’t do any work on my property. They simply connected my new line to their repaired their repaired line. They consider their work order irrelevant to our work and will not produce it. I have informed HomeServe and they insist on my submitting a non existent inspection report in order to reimburse me.
Business response
11/12/2024
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 November 5th, 2024. It was established that the city does not require inspections for “like for like” sewer line repairs. Therefore, the OTP member provided this additional information to our Finance team for further review.
After a thorough review, HomeServe agreed to provide Mr. ******* with a partial reimbursement. Mr. ******* 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.
Initial Complaint
11/04/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I am laying for a warranty to fix my boiler I contacted home serve about 3 times to fix my boiler no one has gotten back to me the firth time finally I get a answer from them my family has been without heat for about 2 weeks now waiting for a call and appointment I finally get someone to come check it out and they have to replace a part and home serve has the nerve to tell me it’s not covered under there warranty after waiting for so long for someone to come see it my family was sick and had to spend days in the hotel and over family members house due to heat issues
Business response
11/11/2024
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 Mrs. ******* on November 11th, 2024, and advised that we cannot assist with the repair, as it is not a covered issue. The agent offered to discount the remaining balance on the plan in the amount of $100 to compensate for the delay in service. Mrs. ******* accepted this outcome.

We trust this response satisfactorily resolves Mrs. *******’ concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We welcome Mrs. ******* to reach out to us with any further concerns.
Initial Complaint
10/31/2024
Complaint Type:
Delivery Issues
Status:
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.
I put in a service request for my two electronic devices that had broken screens. In order to do that I had to give make, model, and serial number. I was approved for a buyout after entering this information via homeserve.com. A few days go by and I did not hear anything from home serve so I reached out and was told someone will be reaching out soon. The next day I received a call and was unable to answer the homeserve rep left a message stating homeserve needs the make and model of my devices which didn't make sense being as tho you can't even file the claim without it. So just to be thorough I rechecked my devices to see if their was any additional information I missed and their was none. I then returned the call and get to the department that handles this and after going back and fourth with the homeserve rep. She saw that my claim was approved but was just laying dormant. She explained that she didn't understand why that was and that they supposed to reach out 24 hours after my initial claim was approved. She then said she needed to speak with her supervisor and that someone will reach out with in 24 hours. The next day I receive a call saying my buyout was approved, I was then informed of the amount I will be receiving. I approved and was emailed a direct deposit form that I filled out and returned. I received confirmation that my direct deposit form was received. The next day I received a reimbursement form through email. I disregarded that because I was approved for a buyout. The next day I get a voicemail stating that they need the make and model of my devices again. I returned the call and homeserve stated that they still need this information and that it's there in the notes, after going back and fourth and getting nowhere I requested to speak with a supervisor. I was told one was not available and that one will call with in 24 hours then the representative rudely hung the phone up on me. Problem still not resolved. Still have not heard nothing back.
Business response
11/14/2024
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 (“OTP”) conducted a detailed investigation of the issue and as a result, called and emailed Mr. ******* on November 5th, 2024. The OTP member apologized for confusion surrounding the repeated requests for information that had already been provided. Additionally, the OTP member confirmed that we had all the information needed for both of his electronic device claims and that his buyout was still approved and processing. 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.
Initial Complaint
10/28/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have purchased an internal plumbing and drainage system contract with Home Serve USA for the house located at *** ******** ******* ****** ****** ** *****. I have reported a leak to Home Serve on October 3, 2024 in my side entrance apartment. Home Serve assigned the work order to ******** * *** which came out numerous time to fixed the problem. The technitian said that cause of problem is the grouting, then he said that the drain was loose and water is leaking there. The last time the technitian open the ceiling and left it ope without fixing it. The water is still leaking into the apartment for a month and damaging the property. I have requested a different plumber but I was denied that by Home Serve. This conduct is totally unacceptable.
Business response
11/11/2024
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 we have resolved this issue.

In response to this complaint, a member of HomeServe’s Office of the President (“OTP”) conducted a detailed investigation of the issue. *** ******** first called about this leak on October 7th, 2024, with our network provider attending the following day, October 8th, 2024. The network provider determined that the water leak was a result of missing floor tile grout outside of the shower in the upstairs unit. *** ******** later called back to report he had addressed the grout issue, but a leak was still present.

On October 23rd, 2024, our network provider attended the home for a second time opening the ceiling in the downstairs unit and testing the drain and supply lines in the area, however they were unable to recreate the leak while on site. On October 29th, 2024, the network provider attended the home for a third time to make a final assessment. The network provider checked the drain and supply lines again and was unable to recreate the leak. However, when pouring water directly onto the floor tile, adjacent to the shower in the upstairs unit, they could see water leaking into the downstairs unit. This confirmed the water leak was a result of the missing grout and unrelated to the drain or supply lines.

Based on this investigation the OTP member emailed *** ******** on October 30, 2024, and offered clarification of coverage explaining that because this leak is unrelated to the system pipes that carry fresh or drinkable water and wastewater in his unit it is not covered under this service agreement.

We understand this may not be the outcome *** ******** desired, however, we maintain that the answer is fair, reasonable and consistent with the expectations of the service agreement. We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We welcome *** ******** to reach out to us with any further concerns.
Initial Complaint
10/24/2024
Complaint Type:
Order Issues
Status:
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.
I have bought an annual water heater repair contract from HomeServe, my drain value was leaking and getting sulfur smell in water, so will need the drain value and anode rod replaced, however two service agents came and deemed my water heater "too old for repair" Luckily I only paid $83.88 for the annual contract however, if I had this contract for 5 or 10 years and needed any repairs, the company could basically say the water heater is "too old to repair" no matter what the problem is with my water heater the company would have gained years profits from a useless water repair contract. I expect the company to provide a full refund for this useless water heater repair contract where I could have easily brought the parts myself from home depot and replace it myself. It appears the goal of the service agents are to come over and tell the customer the water heaters are too old for repair and upsell you by selling you a $3000 water heater replacement. I will report this to the service company on google review as they basically did not do or repair anything. In fact the first service agent came out just to take down the serial number to remove my insulation for the water heater and did not replace the insulation for my water heater which is considered damage to my property. Attached pictures of damage to my water heater so they can "get my serial number and deem my water heater too old to repair" Ridiculous why anyone would work with this frivolous scam of a "service / repair" company
Customer response
10/24/2024
I have bought an annual water heater repair contract from HomeServe, my drain value was leaking and getting sulfur smell in water, so will need the drain value and anode rod replaced, however two service agents came and deemed my water heater "too old for repair" Luckily I only paid $83.88 for the annual contract however, if I had this contract for 5 or 10 years and needed any repairs, the company could basically say the water heater is "too old to repair" no matter what the problem is with my water heater the company would have gained years profits from a useless water repair contract. I expect the company to provide a full refund for this useless water heater repair contract where I could have easily brought the parts myself from home depot and replace it myself. It appears the goal of the service agents are to come over and tell the customer the water heaters are too old for repair and upsell you by selling you a $3000 water heater replacement. I will report this to the service company on google review as they basically did not do or repair anything. In fact the first service agent came out just to take down the serial number to remove my insulation for the water heater and did not replace the insulation for my water heater which is considered damage to my property. Attached pictures of damage to my water heater so they can "get my serial number and deem my water heater too old to repair" Ridiculous why anyone would work with this frivolous scam of a "service / repair" company
Business response
10/31/2024
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 *** **** on October 24th, 2024 and clarified that, per the Terms and Conditions, a pro-rata refund will not be provided as the claim amounts that have been processed were greater than the total premiums received for the plan. *** **** accepted this outcome.
Both of the HomeServe contracted service providers determined that any repairs made to the unit would likely fail due to the age of the unit. The recommendation was to replace his unit and replacement is not covered under *** ****’s service agreement.
Additionally, as for *** ****’s concerns regarding possible property damage, reasonable access must be made for diagnostic and repair purposes, and the removal of the insulation was necessary to complete the assessment. We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We welcome *** **** to reach out to us with any further concerns.
Customer response
10/31/2024

Complaint: ********

I am rejecting this response because:

In summary, a HomeServe REPAIR contract with any “old” water heater is utterly USELESS. I rest my case.
Sincerely,

****
Initial Complaint
10/23/2024
Complaint Type:
Order Issues
Status:
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.
Regarding service agreement *********. Homeserve refused to repair my refrigerator saying they had repaired it under a previous contract I had with them. The refrigerator was in good working condition at the start date of my contract, 08-05-2024. The terms of service state that my benefit is "for each appliance, up to $1000 per term. My current term is 08-05-2024 to 08-04-2025. Homeserve cannot consider anything that happened during the previous term. Further on page 3 of the contract I am instructed to file a claim direct with the ******** ****** ******** ***. at ###-###-####. Upon calling that number I am told it is an automotive warranty line and no one at the number knew anything about Homeserve. I called Homeserve back and they had no further information on ******* ****** *******.
Business response
10/30/2024
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 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. On June 3rd, 2024, Mr. ********* called to place a service request for his refrigerator. HomeServe dispatched a network provider on June 5th, 2024, and determined that the part needed for repair was no longer available and the refrigerator needs to be replaced. As a part of his then service agreement we provided a replacement assistance benefit in the amount of $725.00. Following this Mr. ********* cancelled his service agreement on July 10th, 2024. Mr ********* later signed up for a similar service agreement on August 5th, 2024. Mr. ********* then called for service on September 16th, 2024, for the same refrigerator that we previously provided a replacement assistance benefit amount. As this this was the same refrigerator that was previously determined to need replacement before the start of the new service agreement, it was determined this issue would be categorized as a pre-existing condition and not covered.

Based on this investigation the OTP member called Mr. ********* on October 29, 2024, and offered clarification of coverage regarding his cancelled ******* ********* ****** **** service agreement and the determination made.

We understand this may not be the outcome Mr. ********* desired, however, we maintain that the answer is fair, reasonable and consistent with the expectations of the service agreement. 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 response
11/06/2024

Complaint: ********

I am rejecting this response because:

In response to my BBB complaint a representative from the office of the President Homeserv called me. He instructed to call the number on my policy for ******** ****** at ###-###-####. He instructed me to mention the name ***** ******** ******** ***. so that I may put in a claim pursuant to the terms of my contract page 1, "This Service Agreement." Today on 11-06-2024 at 9 am central I called this number and spoke to Dustin. Dustin imformed me there is no ******** ****** or ***** ******** ******** at this number. He also said he gets many calls asking the same.

My Homeserv contract is a fraud. The terms of service allow my to put in a claim with the administrator but there is no way to do that.

Sincerely,

****** *********
Business response
11/14/2024
We are in receipt of the complaint rejection filed by ****** ******** and regret to learn of his continued dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of utmost importance.

We appreciate the additional information provided by Mr. ******** with regard to filing a claim with the insurer of his service agreement. A member of HomeServe’s Office of the President (“OTP”) called Mr. ********* on October 29, 2024, and suggested that as he has been unable to reach the insurer over the phone, he should send a written claim to the address listed in the service agreement. Additionally, we have submitted a premium refund request for the ******* ********* ****** ***s plan, as he was ineligible for the coverage purchased in August 2024.

We understand this may not be the outcome Mr. ******** desired, however, we maintain that the investigation and outcome provided is fair, reasonable and consistent with the expectations of the service agreement. 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 response
11/14/2024

Complaint: ********

I am rejecting this response because:

In the previous conversation I clearly told the representative that yes I had also mailed a letter in to ******* ****** on September 21, 2024. No response has ever been received. Homeserve has false and misleading terms in their contract. See attached.

Sincerely,

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

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