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
- 863 total complaints in the last 3 years.
- 252 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:05/14/2025
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.
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,
****** *********a request for a billing adjustment with a balance of $1,064.02 on my account. On 12/27/2024, I received confirmation that a water bill adjustment was granted for $251.08, reducing my balance under the adjustment program.
To resolve this matter, I made multiple attempts to speak with someone at HomeServe. Between October 2024 and March 2025, I made 24 phone calls, with only four responses. *** M********, a representative from the President’s Office, was assigned to assist me, but she ultimately stopped returning my calls, leaving the issue unresolved.
Also I made additional payments to avoid water service disconnection.
This situation reflects poorly on HomeServe’s reputation for reliability. If your service providers cannot meet scheduled appointments or communicate proactively, customers are left to suffer the consequences. I believe HomeServe must be accountable for the actions—or inactions—of its contractors.
As a HomeServe customer, I expect this company to take full responsibility for the services it advertises and the contractors it hires during household emergencies.
Please provide a timely and satisfactory resolution to this matter.
Business Response
Date: 05/21/2025
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 as a result, called *** ********* on May 20,
2025, and offered a gratuity due to the delays experienced. *** ********* 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
Date:05/14/2025
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.
HomeServe USA has withheld a reimbursement of my computer for a month now. They will not comply with giving me the money they said they would in the amount of $939.99. I wish to have this resolved ASAP as I'm a college student online and desperately need my computer replaced with the money promised to me.Business Response
Date: 05/20/2025
We received ****** *********'s complaint and regret learning
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 Mr. ********* on May 14, 2025, and reimbursed his expenses
based on the invoices submitted. Mr. ********* accepted this outcome.
We trust this response satisfactorily resolves Mr.
*********'s concerns. We appreciate you bringing this matter to our attention
and allowing us to respond.Initial Complaint
Date:05/14/2025
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.
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,
***** *******Business Response
Date: 05/16/2025
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 are happy to
report that the issue has been 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, offered clarification on
the disputed charges. Mr. ******* did not wish to continue with his service agreements,
so the plans were cancelled as requested and appropriate refunds were issued.
Mr. ******* 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 Mr. ******* to reach out to us with any further concerns.Initial Complaint
Date:05/09/2025
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.
On 5-3-25 i called homeserve due to a surge issue with my icemaker again as well as the same exact issue happened less then a year ago on 6/18/2024 that made my icemaker go out. it was a smooth process they sent someone out and they fixed the issue. Now in may having same issue they set to send someone then they cancelled the person from coming without my consent then they tell me they only do a reimbursement process as of 5-5-25 then i was transferred several times receiving all different answers to why they cancelled requested a manager to come on the phone a rep name jessica i had to ask for a manager 10x when they finally allow me to get a manager they then tell me the manager that will call me back in 24 hrs now my ice maker is still out they are taking my money evry month providing me with horrible customer service. I hope noone ever uses this company its all a money get and no resolution. they dont even have respectt for customers couldnt give me a answer to why they cancelled and why they sent someone before and cannot now. i would like the CEO to reach out to me asap.Business Response
Date: 05/14/2025
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, coordinated with a member of leadership within our Appliance
Team, who called Ms. ***** on May 9th, 2025 and explained that per the Terms and Conditions, the policy is
reimbursement only, and any previous repair claims were set up in error. Ms.
***** requested to cancel the program and was approved for a full refund due to
her dissatisfaction with the program. 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.Business Response
Date: 05/14/2025
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, coordinated with a member of leadership within our Appliance
Team, who called Ms. ***** on May 9th, 2025 and explained that per the Terms and Conditions, the policy is
reimbursement only, and any previous repair claims were set up in error. Ms.
***** requested to cancel the program and was approved for a full refund due to
her dissatisfaction with the program. 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
Date:05/08/2025
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.
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,
******* *****resentatives telling me different things. My next quarterly payment for this insurance is not due until 6-17-25.Business Response
Date: 05/15/2025
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 May 9, 2025, to offer her a goodwill refund. Ms. ***** accepted this outcome.
We trust this response satisfactorily resolves Ms. *****’s concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We welcome Ms. ***** to reach out to us with any further concerns.Initial Complaint
Date:05/08/2025
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 been contacted by HomeServeUSA on 5/8/2025. The woman's name is Jamie. She is looking into the matter and has promised to call me on 5/13/2025. She also gave me a phone number to contact her directly. That number is ###-###-####.*************. This time I did receive an email reply (May 2, 2025) that they had received the documents and they were forwarded to the appropriate party. I do not want to have the company extend our service as that did not work well in January.Customer Answer
Date: 05/09/2025
I received a phone call from HomeServe's representative Jamie today(5/9/2025). She stated that the missing payments (I call them overcharges) were found in their system and a refund will be made to my credit card company within 5-10 business days.Customer Answer
Date: 05/14/2025
I checked my credit card statement online and have received a refund from HomeServeUSA on May12,2025. Thank you for your help in resolving this problem.
******* ********
Initial Complaint
Date:05/07/2025
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.
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.
I received a very quick response regarding this issue from Devin and was definitely impressed with that, along with his attention to the matter and the resolution given.
Sincerely,
********/******* *******r $1,575. My insurance carrier told me to check with my power company and then I was reminded that I pay for line coverage. I contacted Home Serve and spoke to Samone who told me I did have coverage but they would not pay because I had called my own electrician. She actually wanted me to tell the two men working to get us up and running to quit and she would then put in a request for service. I obviously told her that was not something I could do. I requested any type of reimbursement and she declined. This was an EMERGENCY and considering the circumstances I believe I am due compensation for the money spent out of pocket. My insurance did cover everything but my $1,000 deductible so I am asking to recover that expense from Home Serve. I have receipts the work was done and my insurance carrier inspected the work. I pay monthly for this service/coverage without fail. Please refund me.Business Response
Date: 05/15/2025
We received ******** ********* complaint and regret learning
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
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 **** ******* on May 7, 2025, and reimbursed her for the
invoice submitted. **** ******* accepted this outcome.
We trust this response satisfactorily resolves Mrs.
********* concerns. We appreciate you bringing this matter to our attention and
allowing us to respond.Initial Complaint
Date:05/05/2025
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 contacted homeserve because there was a sewer smell, it has since went away, and to my surprise I was told I had internal and external plumming and that some how it got canceled in March 9th 2025, due to processing of payment issues, they did advised however that I have the following service in good standing HEATING, COOLING, ELECTRIC SURGE, WATER/HEATER REPAIR AND REPLACEMENT, EXTERNAL ELECTRIC, INTERNAL ELECTRIC, EXTERNAL SEWER, ..I am confused as to why if all these other services were paid for why this one lapsed. I called and spoke with Homeserve and was transferred to a department, and spoke with casey, I explained to Casey the situation and that I was not aware that the internal plumbing was canceled. Casey placed me on hold said he was going to speak with his manager to waive the 30-day waiting period. when he returned to the phone after 10 10-minute hold time, he said he got it approved. 25 minutes into the call he said he needed to double-check with his manager to see about the 30 waiting period to make sure, he came back after another 10 minutes of hold time. He said he was mistaken, at this point this was customer abuse, I don't believe that he even spoke to a manager he was simply abusing the hold time system, at 35 minutes into the call after being lied to I ask to speak with his manager, he said the manager will tell you the same thing, I said that is fine. Still, you constantly put me on hold and have wasted my time and I need to speak with a manager after another 20 minutes of holding casey hung up on me. my husband was conferenced in on the call and was a witness. I know you record the calls the call started at around 12:50PM central time this is unacceptable.Business Response
Date: 05/09/2025
We are in receipt of *** ********* ****’s 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 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 *** ********* **** on 05/08/2025, and discussed her enrollment
issue.
We trust this response satisfactorily resolves *** ********* ****’s concerns.
We appreciate you bringing this matter to our attention and giving us the
opportunity to respond.Initial Complaint
Date:05/05/2025
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 noticed two unauthorized withdrawals from my checking account by "Homeserve USA."
One on March 18, 2025 for $110.16, and another on April 15, 2025 for $91.20.Business Response
Date: 05/05/2025
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 **** ***** Hartman
on May 5th, 2025, and clarified the items in question. The customer's requested resolution was
completed. *** ******* accepted this
outcome.
We trust this
response satisfactorily resolves **** ********’s concerns. We appreciate you
bringing this matter to our attention and allowing us to respond. We welcome ****
Hartman to reach out to us with any further concerns.Best Regards,
Initial Complaint
Date:05/05/2025
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.
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,
****** *******Business Response
Date: 05/21/2025
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 Mr. ******* on May 5, 2025, to advise that his plans were being reinstated and offered a goodwill payment for his experience. 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.
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