Complaints

This profile includes complaints for HomeServe USA Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  HomeServe USA Corp.

  601 Merritt 7 Fl 6 Norwalk, CT 06851-1174

  
• 

  HomeServe USA Corp.

  45 Glover Ave Fl 6 Norwalk, CT 06850-1238

  
• 

  Home Service USA Corp

  On File with BBB Nashville, TN 37219

• 

  Home Emergency Insurance Solutions

  Unpublished Fresno, CA 93722

• 

  HomeServe USA Corp.

  PO Box 70789 Madison, WI 53707-0789

The 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:04/16/2025

  Type:Billing Issues
  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.

  Since the day I signed up, I have issues with the billing. Now they have billed me again and that makes me over billed. They keep stalling about refunding the over payment. I keep getting various stories about the refund. They need to refund the additional money they charged me

  

  Business Response

  Date: 04/18/2025

  We are in receipt of the ******* * ********** complaint and regret to learn of their 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 4/18/25, and advised the receipt of refund should be within 24 hours.

  We trust this response satisfactorily resolves ******* * ********** concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond

  Customer Answer

  Date: 04/21/2025

  
  Complaint: ********
  
  I am rejecting this response because: I did get a call on Friday from the office of the president and just like all the agents had been saying for over a week, a refund is going to be issued. Some said 7-10 days and a couple said 24 hours. As of today, I have not received a refund to this account. When I get the refund for the correct overpay, I will come back in here and acknowledge the resolution. 
  
  Sincerely,
  
  ******* **********

  

  Business Response

  Date: 04/25/2025

  We are in receipt of the ******* * ********** complaint and regret to learn of their 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 4/25/2025, and confirmed the refund was received today, 

  We trust this response satisfactorily resolves ******* * ********** concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond

  Customer Answer

  Date: 04/28/2025

  
  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. They have been in contact with me and they have been very helpful. The situation at this time has been corrected. They issued a refund, it was short and they are correcting that. In my opinion they went above and beyond. 
  
  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:04/16/2025

  Type:Order Issues
  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 purchased a warranty from HomeServe for Exterior Sewage and water line protection 10+ years ago. I recently had a second water back up in my downstairs toilet.I contacted a licensed plumber to come out and fix my toilet backup. The plumber that came out ran a camera to see what was causing the clog in my drain(sewer) lines.The clog was caused by a break in the drain pipe that was causing toilet paper to collect and cause a back up instead of flowing freely.After clearing the clog of paper he ran his camera the length of my house and outside to the main Sewer line. Several breaks were detected under the interior of my house,and the main exterior sewer line leading out to the street was starting to show signs of a deteriorating and some areas showing signs of pipe collapse from old and dated material. As disappointed as I was to hear the news about my pipes I was relieved that I had exterior protection for main sewer line leading from my house to the street(city). I immediately contacted HomeServe to make a claim and was told that since my toilet had been unclog that no claim could be made.I explained to them that I had coverage for exterior lines only and just became aware of main sewer line that is protected under their warranty. Customer service agent again told me that I couldn't file a claim because I no longer had a clogged up toilet. I told them to please send a plumber they prefer to run a camera down my main line to see the pipes for themselves. HomeServe refused this time stating to me a claim probably won't be approved because I don't have interior coverage.At that point I knew games were being played by customer service agent first telling me I had to call them for my clogged up toilet first just to tell me that my claim probably won't be approved because I only have exterior coverage and not interior coverage.

  

  Business Response

  Date: 04/23/2025

  We are in receipt of the complaint filed by Mr. ******* ****** 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.

  On April 17th, 2025, a member of HomeServe’s Office of the President explained to Mr. ****** that, per his Terms and Conditions, he must be having an active operational failure for HomeServe to dispatch a service provider, and we could not perform repairs as a preventive measure. The member did offer to review paid invoices from Mr. ******’s recent contractor visits, to determine if any of the services could be covered based on his benefits. Mr. ****** declined this offer.

  We appreciate you bringing this matter to our attention and giving us the opportunity to respond.

  Customer Answer

  Date: 04/23/2025

  
  Complaint: ********
  
  I am rejecting this response because:I still have a deteriorating and collapsed exterior main sewer line  that HomeServe is responsible for but refuses to address. Someone from HomeServe contacted me after I filed complaint with the BBB and they still refused to send their own plumbers to inspect my sewer line and see for themselves. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 04/24/2025

  We are in receipt of the rejection filed by Mr. ******* ****** 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.

  In speaking with a member of the Office of the President on April 17th, 2025, Mr. ****** confirmed he was not having an active backup at the time of the call. The member educated Mr. ****** on the policy language and assured him that should he have another back up (i.e. operational failure) he should contact HomeServe, and we would dispatch a service provider to inspect the line. Until then, the prior business decision remains based on the benefits dictated by his Terms and Conditions.

  We appreciate you bringing this matter to our attention and giving us the opportunity to respond.

  Customer Answer

  Date: 04/24/2025

  
  Complaint: ********
  
  I am rejecting this response because:I have had three different licensed plumbing companies come out to my property, that have ran a camera down my main exterior sewer line. All have confirmed the same that sewer line are deteriorating and collapsed. HomeServe refuses to inspect my main Sewer line and see for themselves because they claim I don't have a backed up toilet anymore so therefore my exterior lines can't and won't be covered by HomeServe unless a toilet backs up again.I need HomeServe to come out and inspect my main exterior sewer line and replace. I purchased this warranty to fix my exterior main Sewer line and not for a backed up toilet
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/11/2025

  Type:Order Issues
  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 had a service contract on my water heater for multiple years and I needed it to be replaced. My water heater was leaking water all over the floor and I contacted home serve and explained the situation. They did not have any plumber contact me until I reached out multiple times. The initial plumber wanted over $4,000.00 over the warranty payout and the second plumber rejected the job, after contacting them again a day later the next day they tried contacting multiple plumbers and reassigned to the plumber that rejected it. I was then told it would be 3 to 4 days before they could replace it. I have hired my own plumber to replace it and I am seeking reimbursement for the amount of $1500.00 which is what the warranty would pay. I feel the warranty was not represented honestly since they couldn’t find a plumber that could replace it quickly since it was leaking water all over my home and they did not show any concern for the damage it was causing. They should not offer hot water coverage if they don’t have plumbers that can come . The plumber I contacted is coming today and was able to get a water heater the same day not 3 to 4 days later. This warranty is a fraud.

  

  Business Response

  Date: 04/17/2025

  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 April 14, 2025, and reimbursed her expenses based on the invoices submitted. **** ***** accepted this outcome and confirmed receipt of the reimbursement.
  
  We trust this response satisfactorily resolves Mrs. ******* concerns. We appreciate you bringing this matter to our attention and allowing us to respond. 

  Customer Answer

  Date: 04/17/2025

  
  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

  Date:04/10/2025

  Type:Sales and Advertising Issues
  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.

  Home Serve is deceptively using the Town of Ton******** name and shady marketing practices to make it appear that an optional home warranty product is being required by the Town. I called the company at ###-###-#### 4-10 at 12:37 pm. Spoke with a Craig. He was very pleasant. When I asked him how to pay this, he never said it is optional. When I asked him if I can pay at the town of ********* offices, he stated, not they are not handling the administration of the plan. Never did he say they are not requesting this at all. When I asked him if he was ashamed of the deceptive look of this letter, specifically designed to fool seniors into giving them their money, if he was ashamed of himself To which he said nothing.

  

  Business Response

  Date: 04/10/2025

  We are in receipt of *** *******’s complaint and regret to learn of their 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, per the customer’s request, did not call *** *******. Her address has also been added to our do not call, mail or share database so that she will no longer receive sales solicitations.
  
  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:04/09/2025

  Type:Billing Issues
  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 canceled my contract with Home Serve in 2025 but they are still billing my electric company $74.42 monthly for a canceled contract. I have to pay each month or be in arrears on my electric bill. I call Home Serve and am told something different time I do. I call the electric company but they cannot stop payments they say Home Serve has to do this. I need someone some where to help me stop giving them money each month for nothing. electric account # with **** **** is *** *** *** *** as proof they are taking money monthly

  

  Business Response

  Date: 04/22/2025

  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.

  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.

  

  Business Response

  Date: 04/28/2025

  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 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 April 25th, 2025, and agreed to refund payments made from September of 2023 to present. **** **** accepted this outcome.
  
  We trust this response satisfactorily **** ****'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 Answer

  Date: 04/29/2025

  
  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

  Date:04/07/2025

  Type:Order Issues
  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 believe we got tricked into signing up for this company's "protection" services when we signed up for some other surge protection program over a year ago when we moved into our new home. I called and cancelled the "line protection" plans and I thought we were done. However, I continue to receive mailings (postal) from this company telling me my "exterior electrical coverage has expired" with a form to complete to re-sign up/authorize them to continue charging me. I have returned the form 3-4 times, with everything marked through and "NO" and "REMOVE FROM MAILING LIST" written on it. Yet I continue to receive these mailings. I want it stopped. I want them to delete every bit of information on me out of their system, I want them to put me on some kind of permanent "block" list so my information can never be entered into their system again. I do not want to ever hear from this company again.

  

  Business Response

  Date: 04/14/2025

  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 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, opted-out Mr. ******** of the use of his personal data for targeted advertising and sharing of his personal data. Additionally, per his request to delete, we have started the data deletion process and will respond to that request within 45 days by email.
  
  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 Mr. ******** to reach out to us with any further concerns.

  Customer Answer

  Date: 04/15/2025

  They sent a "secure" email, but to read it, I apparently have to create some kind of account.  I will not be doing this and I want them to send me the contents of the message in plain text. 

  

  Business Response

  Date: 04/18/2025

  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. ******** in respect to his Request to Delete and Opt out. Due to data privacy email communication containing Personally Identifiable Information (PII) they are sent via encrypted message. The overall update provided was that we have opted-out Mr. ******** of the use of his personal data for targeted advertising and sharing of his personal data. Additionally, per his request to delete, we have started the data deletion process and will respond to that request within 45 days by email.
  
  We understand this may not be the outcome *** ******** desired, however, we maintain that the outcome provided is fair, reasonable and consistent with the expectations set for his privacy requests.

  Customer Answer

  Date: 04/21/2025

  
  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.  For now.  If I receive future mailings I will be opening another case.  Thank you for your assistance with this issue.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  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.

  Sewer backage for months. 3 different companies responded but did not fix the problem. Plumbers stated they would return but never responded back.

  

  Business Response

  Date: 04/10/2025

  We are in receipt of the complaint filed by ***** ******* and regret to learn of their dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously.
  
  In response to the complaint, a member of HomeServe's Office of the President ("OTP") conducted a detailed investigation. The OTP representative made multiple attempts to establish communication with ***** *******, both through phone calls and mailed letter.
  
  Regrettably, despite these attempts, our OTP representative was unable to contact ***** ******* to address their concerns. We encourage ***** ******* to reach out to us at their earliest convenience to discuss the repair.
  
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond.

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  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 purchased Homeserve through the ********** ***** ******* in case of a pipe issue outside my home. We have a huge leak outside the home…I was told by Homeserve to turn my water off. My family lived out of a hotel for a week, then one of their plumbers turned my water back on and left it on against our wishes. A 3rd plumber turned it off and showed us how to turn it on and off so we weren’t wasting 1000s and 1000s of gallons of water a minute!! I am going on 4 weeks with no water to my home. Homeserve has gone through 3 plumbers and is now on the 4th plumber. There is no end in sight as to when this will be fixed. The 3rd plumber came and excavated my property without my knowledge and I was not home. He ripped the electrical out of my house and now I have gone 1 week so far with no electricity to 1/2 my home! Homeserve refuses to fix my electrical they keep calling the man they employed and he has stated he wi not fix it. Homeserve has greatly let our family down. I have 2 kids that have had no water and no electricity. No managers will return my phone call. No one with any real authority is taking this seriously. No one is helping!

  

  Business Response

  Date: 04/15/2025

  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 working with Mrs. ***** to resolve the issue to her satisfaction.
  

  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

  Date:04/04/2025

  Type:Billing Issues
  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 have been trying to make my monthly payments on 7 contracts for 2 months via phone with the company employees and have been told 4 times that everything is all set but when I check my bank account no money has been taken out and they keep sending me cancellation notices but I don't want to cancel I'm just trying to pay with a valid bank account that has the money sitting in there waiting for them....they keep lying to me and saying everything is all set when it's not .Help

  

  Business Response

  Date: 04/17/2025

  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 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, corrected the payment type and method for Ms. ******* plans. 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.

• Initial Complaint

  Date:04/04/2025

  Type:Billing Issues
  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.

  Hi-I hope all is well,I've had Homeserve for several yrs on my AC(for many yrs) unit & coverages on inside & outside items.I think they have over charged by alot of money.Heres the dates & money they charged me for the ac policy & small policies inside & outside my house.I called them 3 days ago-I asked for a Supv-they said none available-they'll call me back in 2 days & never did? This is terrible Customer Svc.On 7/1/24 they charged me $414.66,12/6/24 $716.50,1/6/25-$457.20,1/28/25-$506.39 & 2/27/25 $609.23.On 3/11/25 its $221 for a 1yr ac contract but wont include a tune up.The small policies for my sewer line,electrical outlets & outside electric lines should be fairly cheap per month,Without the ac contract the total is $2299.32 which i think is wrong & a very high amount.If it is correct i may cancel these small plans.All have a nice day-Thank you-**** *******

  

  Business Response

  Date: 04/14/2025

  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.