Complaints

• Initial Complaint

  02/04/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I pay Homeserve for sewer line protection. I filed a claim for Reimbursement for emergency repairs. I've filed a claim for Reimbursement, received an email confirming they received my claim and they need 30 days to process. Now 30 days later they are telling me they don't have my claim and I once again sent another claim for Reimbursement.

  Customer response

  02/04/2025

  When I spoke to Homeserve customer support, she advised me that even though I received an email confirming receipt of my complaint, she said most times the Reimbursement department says they never received ypur request and have nothing on file. She also told me this has been becoming a very common practice for the Reimbursement department.  

  

  Business response

  02/07/2025

  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 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 *** ***** on February 5, 2025, approving her request for reimbursement. *** ***** 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.

  Customer response

  02/07/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  01/29/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called into Homeserve 1/15/2025 to have my shower looked at. The lady told me it was my "fixture" and refused to send a plumber to inspect my shower. I explained if it wasn't my fixture they'd be covering the cost. 1/27/2025 a plumber i called to come inspection shower charged me $341 to tell me it's not the fixture it was the pipe that carried the fresh water to my shower. It's galvanized steel and needed to be replaced. I received a $2,245 estimate from the plumber I had called to replace pipes,shower riser and pipes from shower riser to shower facet. I contacted Homeserve on 1/27/2025 after plumber left. They sent out a plumber on 1/28/2025. Homeserve called after their plumber left stating they'd not be covering since I called a plumber out to inspect the reason we had no water to shower. I explained to that lady(we'll call her lady #2) that lady#1 refused to send out a plumver during my initial call which could've avoided all this. After going round and round I asked to speak to a supervisor. Later that day a supervisor called. She said same thing. So I informed her of what lady #1 said. The supervisor stated that the pipes running from where water comes in from ground to shower,not including showervriser nor pipes to shower knob, should be covered. She asked for pictures(Which i attached). I sent pictures of where water comes in at, the walls(which are ceramic tiled) in which the pipe flows to shower. After looking at the pictures that was not sufficient. She couldn't "see" the pipes. I explained we'll in order to "see" the pipes that requires me to breaking the tiled walls. She was aware. I explained that's thousands of dollars to do/repair. I asked if she/homeserve was covering it, she said no. So she expected me to break walks to take pictures that'd cost thousands of dollars to do/fix? Just to end up not being covered? Homeserve is for the birds and their employees are for the birds! Unprofessional isn't a word I'd use to describe this company!

  

  Business response

  02/07/2025

  We are in receipt of the complaint filed by ******* ***** and regret to learn of her dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously and are working with Ms. ***** to resolve the issue to her satisfaction.
  
  A member of HomeServe’s Office of the President (“OTP”) is investigating this matter thoroughly and working diligently to provide Ms. ***** with the necessary resolution to her interior water supply line issue and her reimbursement request for hiring her own provider for diagnosis. We anticipate a detailed explanation in the next week.
  
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We look forward to reaching a mutual resolution with *** *****.

  Customer response

  02/07/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  01/28/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I lost my heat around 10PM on January 27th. I currently have a contract with homeserve for my heating and central air conditioning. The temperature was in the low 30’s that night and when I called Homeserve they informed me that they only do covered repairs between the hours of 8:00 AM and 8:00 PM and that they do not offer overnight emergency repair service. They conduct very deceptive advertising as their site claims they are available for emergency repairs 24/7 including weekend. Turns out they are there just to take your call and make an appointment 24/7 not send a repairman other than 8:00 AM to 8:00 PM. NO EMERGENCY SERVICE. Just a receptionist to book an appointment. This is quite deceptive and misleading. I am 84 years old and had no heat all night on a cold January night! They gave me an appointment between 8:00 AM and 12:00 noon the following morning on the 28th. Apparently they are no longer being recommended by ******** **** the gas company. Now I know why ! I will be sure to drop them very soon and to inform everyone I know of their misleading advertising used to sell expensive service contracts.

  

  Business response

  01/29/2025

  We are in receipt of **** ********* complaint and regret to learn of her dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of the utmost importance. We take customer complaints seriously 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 January 28, 2025, and provided clarification regarding critical case response handling.   *** ******* accepted this outcome.
  
  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 concern.
  

  Thank you, 

• Initial Complaint

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased HomeServe insurance for my waterlines outside my home. On Monday January 20th I awoke to no water. After calling a plummer and finding out the line was frozen outside. I called HomeServe and they sent their own Agent who also said it was outside. He contacted HomeServe and they said because it was frozen not broken they would not cover to have it fixed. Therefore I went 6 days with no water. I am a disabled Veteran and when the ** got word of this they had ****** come to my home take me to the ** ******** so I could shower. Also, a few years ago HomeServe did fix the line in question. However, they did not repair it right ti begin with, whoever the company was at the time to fix it, did not bury it to the required standards, did not fill in the hole they dug completely so I feel that they should be responsible for any repair. I do have water now but it's not right I had to go so long without being able to clean myself, brush my teeth or anything.

  

  Business response

  01/29/2025

  We are in receipt of ******** ******* complaint and regret to learn of her dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of the utmost importance.
  
  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 January 27, 2025, to explain the terms and conditions of her service plan.  Additionally, a discount was offered on the customer's current service agreement, to which *** ***** declined
  
  We appreciate you bringing this matter to our attention and allowing us to respond. We welcome *** ***** to reach out to us with any further concerns.

• Initial Complaint

  01/27/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  (1) On 9/9/2024 my tenant reported there was a water leak from the main water line. I called Home Serve (The company) request for repair. But not until waiting for 7 days to have a plumber to check the leak. (2) On 9/16/2024 The company sent a plumber over to troubleshoot the water leak. it was determined that the leak was from the main water line buried 6 ft underground near the brick wall next to the property line. (3) On 9/24/2024 an agent from the company called to inform me that my request to repair the water leak was rejected on grounds that there was tire track on the ground which caused the water pipe to leak. The agent's statement was unfound as there was no tire track nor any vehicles parking nearby. It was impossible for the water pipe to be damaged by any objects on top as it was buried 6ft deep underground under the brick wall by property line. The pipe leaked was due to normal wear and tear. All in all, it took the company 2 weeks to have a plumber to diagnose the leak and decided not to repair the water pipe. I finally had to hire a plumber to repair the water pipe. The total repair cost was $1390.00, and the water bill caused by the leak was $413.52 total $1803.50. My tenant has written a statement to confirm that there have never been any vehicles stopping or driving by near the area. She agrees to testify in court if I decide to file the case for judicial review. If Home Serve will reverse its decision to pay for the repair cost of $1803.50 which I believe they were responsible for, I will consider closing the case resolved in full satisfaction.

  

  Business response

  02/07/2025

  We are in receipt of the complaint filed by ******* *** and regret to learn of his dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously and are happy to report that the issue is resolved.
  
  In response to this complaint, a member of HomeServe’s Office of the President conducted a detailed investigation of the issue and as a result, called *** *** on January 29, 2025, and offered him a $1,390 repair reimbursement and a $200 goodwill for his water bill. *** *** 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

  02/07/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ***

• Initial Complaint

  01/22/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am very frustrated and have been getting the run around for the last month. Homeserve took a payment of $627.02 in error on 1/31/2024 from my checking account and stated that a refund was due on 1/2/2025 back to my checking account. This payment was not due at all. After a month of calling every day, the payment due has still as of 1/22/25 been approved. I am disappointed in Home Serve customer service. I need assistance from you. I live in ********* *** **** ***** account ******** ******** Plan ******** Every time I call I get a different response ***************** Tel: *** *** ******** *** ****. The billing department is completely incompetent and customer service. I have a residential house. email address ******************

  

  Business response

  01/27/2025

  We are in receipt of ******** Brevetti’s complaint and regret to learn of his dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of the utmost importance. We take customer complaints seriously and are happy to report that the issue has been resolved.
  
  In response to this complaint, a member of HomeServe’s Office of the President conducted a detailed investigation of the issue and, as a result, called Mrs. ******** on January 23, 2025, and confirmed that the overpayment was refunded and received. Mrs. ******** was happy with the outcome.  Thank you for bringing this to our attention and allowing us the opportunity to respond. 

• Initial Complaint

  01/21/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Sent a payment via check. Check was cashed but the amount was not applied to my account. Received the new bill for double the amount. Called and was told that no payment was made. Gave them the information from bank that it was indeed made and that they cashed the check, provided the electronic check image from bank after it was cashed. They said they would review the issue. Received a call back saying that the check image was not proof of anything. Explained to them that the only way we can get this image is after it was processed by the bank when they cashed it. The refused, so I asked for a supervisor. They refused to let me speak to a supervisor first telling me that they were just going to tell me the same thing, then asking why I needed a supervisor to which I replied because I asked to speak with one. I was repeatedly denied a supervisor. When the finally agreed to let me speak with a supervisor, I was then told I would have to get a call back. I asked why and they told me that they didn’t have an internal line to transfer me on. The representatives name was Devin. Devon? All of this over $7.49. I am unable to upload documentation as it is too large a file.

  

  Business response

  01/30/2025

  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 January 27th, 2025, and offered to apply the missing payment as a credit to the account. Ms. ************ accepted this outcome.
  
   We trust this response satisfactorily resolves Ms. ************’ concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We welcome Ms. ************ to reach out to us with any further concerns.

  Customer response

  02/06/2025

  Company resolved the issue to my satisfaction and made it right. 

• Initial Complaint

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i started called home serve about a leakage in my home 12/1/2024 they sent ****** ******** the provider came out and said i have to call back to check your coverage , they returned 12/24/24 said its a crawl space problem then they dsent a person who said its a restoration problem i have papers showing i have that coverage also they left then they sent another person who said its a plummer problem and i have to call my home insurance co i called them they sent two companys out who said its a hot water leak which has been leaking and the vauvle has to be changed i recalled the homeserve and the rude uncaring dispatcher said i need a form to say the crawl space is clean, the crawl space is small but clean i saw two people from state farm co go under to check the water heater home serve people are telling lies about the space and just dont want to get the job done i,m a senior who just want clean air i have paid for this service yearly and never had to use it and now when i need help they are unwilling to fix my pipes is anyone available to help with home serve . i have called dominion energy who i purchased the insurance from who said they cant help

  

  Business response

  01/27/2025

  We are in receipt of the complaint filed by **** ****** and regret to learn of her dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously and are working with *** ****** to resolve the issue to her satisfaction.

  HomServe has appointed two contractors who have established safe access issues with *** ******’s crawlspace, which must be remediated before we are able to effectuate an approved repair. A member of HomeServe’s Office of the President team (“OTP”) contacted *** ****** on Janurary 24th, 2025 and explained this situation. *** ****** advised she has her own contractor who is able to perform the repair. The OTP member has provided reimbursement instructions for *** ****** to use her own contractor, subject to the terms and conditions of her plan. 

  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 and look forward to reaching a mutual resolution.

  
  

• Initial Complaint

  01/21/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I discovered in October 2024 that Homeserve USA had been fraudulently charging me annually since October 2021. I had never heard of Homeserve USA before, do not own a home to begin with and never have, and never requested or looked into such services. When I first saw the charge in 2021 I flagged it as fraud and got a new credit card, but they found a way to continue charging my old card number so it never appeared on my statements. In October when I was investigating them, I found their emails in my spam folder where they prompted me many times to “set up my online account” and then “select a plan.” I never saw these emails and never responded, never set up an account, never confirmed a plan, or anything! They continued to charge me inconsistent amounts annually in October despite me never authorizing or consenting to anything. I have never received any goods or services from them, and cannot “cancel my account or plan” because I never set one up to begin with. These are the specific transactions I was charged and never authorized, consented to, and never received any receipt nor notification about the charges. I still have no idea what they are for, and if it is a subscription charge, the amounts have increased every year and I was never notified of these increases. October 7, 2021 - $51.71 October 8, 2022 - $58.19 October 8, 2023 - $64.67 October 8, 2024 - $65.88 November 21, 2024 - $5.27 Overall, there is red flag after red flag regarding fraudulent behavior. I have no idea how they got my email and credit card number. I have never signed up for any services like this before, and again, I have rented apartments in multi unit buildings for the past five years. I HAVE NEVER OWNED A HOME and have never received any goods or services in return for these charges, which I never authorized to begin with. My bank has disputed the charges and refunded me, but they have been unsuccessful in getting HomeserveUSA to stop charging me.

  

  Business response

  01/29/2025

  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 January 23, 2025, and offered to cancel her policy and provide a refund. *** ******* accepted this outcome.
  
  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

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  12/30 reported electrical issue to HomeServe warranty. As of 1/17, contractor from *** **** ********** has not returned to fill in trenches in my yard and the neighbor’s yard. Electrical work was originally denied by *********** ******** provider for not being up to code and the repair had to be modified for electric reconnection. HomeServe supervisor said there was NO electrical code in unincorporated ****** ******. *** **** nicked my cable wires and the HomeServe supervisor said I needed to call the cable company- they weren’t responsible.

  Customer response

  01/23/2025

  Thanks to your assistance, Homeserve finally sent out a different company to complete the filling in of the trenches left in my yard and my neighbor’s yard. As of this morning 1/23/25 The work is completed. Thanks to Devon at Homeserve for escalating this issue and getting it taken care of finally. 

*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. ↩