Complaints

• Initial Complaint

  01/22/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am on Home Serve's quarterly billing. I was billed in December of 2024 as usual. I was then billed again in January 2025. When I called customer service I was informed my regular June 2024 billing was not completed. I was never notified of this oversight and there was no interruption in my service. I called on January 22, 2025 asking why I was being charged again when I'd just paid in December. I asked to speak with a supervisor and after 35 minutes on the phone, most of it on hold I was routed to take a survey and the call was ended. The billing department can't or won't provide me with an explanation as to why I was never charged in June 2024 and why I was never contacted that there was a problem.

  

  Business response

  02/04/2025

  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 (“OTP”) conducted a detailed investigation of the issue and as a result, contacted *** ********* on January 27th, 2025, and confirmed that due to a system error, the June payments were not charged, and the recent additional charges were to make up for the missing quarterly payments. Due to the inconvenience this has caused, the OTP member offered the customer a discount on the upcoming plan year for each of her policies, which are due to renew this month. *** ********* 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.

• 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. 

• Initial Complaint

  01/15/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  *** Senior Citizen*** *** ******* set up auto pay for monthly withdrawals via her **** ** ******* account. HomeServe is stating they never received any payments but money has been withdrawn from her account each month. She has been trying to get this resolved since Nov. 2024 Her Contract# ********

  

  Business response

  01/28/2025

  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.
  
  A member of HomeServe’s Office of the President (“OTP”) is investigating this matter thoroughly and working diligently to provide *** ******* with the necessary answers to her billing dispute and refund request. 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

  01/30/2025

  Mr. *******,

   

  I have not receive update for my request refund. 

   

  November 29, 2024, HomeServe requested proof of payment from the bank which was forwarded on the same day. 

  Also, proof of payment sent from the bank on 1/16/2025.

  1/21//25 call from Eugene C****** * ********* stating received proof  of payment from bank and trying to resolve the issue 

  I requested.

  1/23/2024 Call from Eugene requestng proof of payment from my account. 

  1/24/2024 Emailed Proof of payment from my statement.

  ******************************* Phone # ###-###-####. 

  1/28/25 called Eugene left message.

  As of today no response.

   

  Mr ******* thank you for your help.

   

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

  ###-###-####

  Customer response

  02/05/2025

  Good morning Mr. *******,

   

  I received my refund yesterday, 2/5/2025.

   

  Thanks for your assistance.

   

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

  ###-###-#### Home

• Initial Complaint

  01/15/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased my home in July 0f 2022. I had the power switched from my old location to the new home, still using *** as the provider. I never signed up for any type of home serve protection on the new home. I keep getting billed $14.99 a month for the last 30 months for this protection. I have made repeated phone calls to them with the assurance that I would not be billed any longer. The next month on my electric bill, there is the same $14.99 charge. They do not listen. The "customer service" people barely speak English and transfer you multiple times or cut you off completely. There is no excuse for this. I am a widowed senior citizen and although this may sound like a small amount, when you are on a strict budget, this is not acceptable. I am furious. Just got my new *** bill on line today and there it is - again. I want it removed and a refund of ALL the money they have conned from me.

  

  Business response

  01/21/2025

  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 confirmed that the enrollment was valid and as a result, no refund is due to Ms. *******. An agent attempted to reach Ms. ******* on January 16, 2025, January 17, 2025, and January 20, 2025, to discuss this with her but she was unresponsive.
  
  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

  01/21/2025

  
  Complaint: ********
  
  I am rejecting this response because:  I did NOT sign up for this service.   This is a scam.
  
  Sincerely,
  
  ****** *******

  Customer response

  02/04/2025

  Why is it that the business does not answer my concerns?  I don't use the telephone often due to hearing issues, so I won't return their call.  I am furious that the *** so offhandedly dismisses my claim.  Meanwhile, I am still being billed for a service I DID NOT ORDER, but because you chose to believe the business,  I guess I will be paying this the rest of my life.  Your service is absolutely useless in this situation.   I guess I need to get a lawyer.

• Initial Complaint

  01/15/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received two repair refund checks. One for $1300 check#****** and another one for $150 check#***** on 10/28/2024. When I deposit the checks in my bank account, one cash and another was returned. My bank charge me $15 and said it was a Stop payment on the check. I called Homeserve in October 2024 and explained what happen. I was transferred to claims, then repairs and then a manager. I was asked what the refund was for and I told them I don't know it could be for my jacuzzi they didn't fix or my water line leading into the house or my faucet connector, or my outside lights they didn't fix. For three months I've called and Everyone i spoke to was working from home so in order to speak to someone in reimbursement or a higher manager they had to email them and wait for a response. The issue was they only had knowledge of one check and that was the $150 of course. They never asked me to send a screenshot shot or fax/email a copy of the check stub or a copy from bank showing it was returned and I was charged. For three months I got the cold shoulder of I don't see the check so it don't exist so someone will call you back. I'll wait for a call back and I'll never received it. So January 2025 I called again and asked for corporate or higher manager than a department supervisor. I got the run around again. They had to email someone to see if they can give me their info. Finally I was transferred to repair department and the lady said the check don't exist, the system mistakenly sent it to you. We'll send you $15 for the return check. I pretty much felt pushed to the side and I felt it was untrue about the repair refund. I ask to speak to corporate again and she said I don't have a number for them. I asked her to show me proof that the check was mistakenly sent wrong by their system. She said I can't. We can't get in touch with reimbursement and it says in your notes Dec 4th the check is not under your account as being sent. That's it, no investigation?

  

  Business response

  01/24/2025

  We are in receipt of the complaint filed by ********** Smith 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 21, 2025, and advised that the second reimbursement check was sent erroneously due to an isolated system error and offered to cover the bank fee she incurred. Ms. ***** 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 Ms. ***** to reach out to us with any further concerns

• Initial Complaint

  01/14/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  received letter that i have been signed up for this service which we did NOT sign up for. this is fraud. they are saying they are going to bill on my gas acct. we have never spoken with them, we have never had any communication with them other than the annoying sales mail they send.this is illegal. I have never had service with them either so there is nothing to autorenew.

  

  Business response

  01/21/2025

  We are in receipt of **** ******** 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 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 1-14-2025 and provided proof of enrollment.   *** ****** 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.

  Thank you, 

  Customer response

  01/21/2025

  
  Complaint: ********
  
  I am rejecting this response because:  I called my wife to verify the info you gave me on the phone (you stated this was signed up for on the web) and she confirmed that no she also did not sign up for this when we started our account or any other time. I called you right back and told you this was in error and needed to be cancelled. You confirmed it would be cancelled. 
  
  Sincerely,
  
  **** ******

  

  Business response

  02/04/2025

  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 contacted the customer and canceled coverage as requested by *** ****** on January 21, 2025.
  
  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.

  Thank you, 

   

  Customer response

  02/05/2025

  
  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 that they have cancelled this.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  01/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been dealing with a issue with my ice maker for over 3 months homeserve tech has came to my house twice i can tell he doesn't know what he is doing it's been over 3 months my ice maker still not fixed and homeserve keep giving me the run around about a part.

  

  Business response

  01/24/2025

  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 working with *** **** to resolve the issue to his satisfaction.
  
  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

  01/29/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  *********** ****                                           the company has offered me to find someone  to fix my ice maker and reimburse me my limit is $500 they could just send me the $500 check any repair company i didn't realize is going to be $500 or more im having a difficult time at the moment finding a tech that knows how to fix this ice maker i had to contact samsung the manufacturer and maybe it will be resolved in a few days i will let homeserve know.

*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. ↩