HomeServe USA

Updated on 03/24/2019: Minus 1 star-- Follow up on my recent review: After calling HomeServe again, recorded the conversation to them having informed them we were recording it, as suggested by my attorney son-in-law and low and behold a service person appeared an hour later and attempted to fix the blocked line of the sewer as the service contract stated they would do-- but no luck. The plumbing company owner came and said the problem was due to the town sewer line so husband called the town. They sent a company who blocked out over 4 blocks and worked all night cleaning main lines-- no help, sewer still very high in our home.

Ok so like many customers I too have had a really bad experience with this company. Let me start by saying this company is the biggest scam company you will find. I sold my parents house about 1year and half ago and did not know that they had purchase a plan with HomeServe and neither did they somehow they must've signed some kind of paper cause I know my parents don't know how to use computers. At any rate I'm in control of their finances now so I check their account make sure rogue companies like this one don't take money out. I found they had a policy that was taking money monthly out of their account so I called and spoke to a very nice lady that said she would cancel my policy and refund the last month's amount, I said thanks.

If you want to have an idea how this company works just look at the reviews... They only respond to the very few people that gives them a five stars and ignore totally everyone with a legitimate concern. You pay for emergency service. You call them. When the weather drop to 20 degree they tell they’ll get someone in within 24 hours. The lady I spoke to advise me to go get some electric heater and she’ll see if she can find someone, three hours later another one promise to send someone by 10:30 at night, at 11:30 a man just told me they could find anyone to come fix the heat. What is the point of paying for an emergency service. That is so frustrating especially when you have 3 children in the house. I wish I could give them a zero star. My reference# on the calls is **.

When a repair man cannot finish the job because he does not have all the parts that he needs, and they charge you an additional service fee (165.00) to come back and finish the job, I figured they can't make money by expanding their client base (because they suck) so they charge every time they come out to repair the same problem. Used HomeServe years ago, when they took pride in their company, and had some integrity. Now, they just plain suck. Do your homework, and stay away.

My water heater had water on the top of it. I called and someone came to look at it and said it needed replacing. Within 48 hours it was totally replaced with no problem. I could not have been more pleased!

I have had HomeServe protect me for both my heating and air conditioning systems for many years now. John came today and was so professional, like so many of the repair people from HomeServe. John always goes that extra mile. He was great - he came within the repair appointment window, he fixed the thermocoupler issue with my boiler, and he waited to make sure that the system came back up fully. Those extra few minutes waiting to make sure that everything was truly working well makes all the difference. It shows his concern. The cold weather has been so dangerous lately, so it made me feel confident that we would be safe. I recommend every home owner should take out their heating and AC maintenance contracts. I know I can count on HomeServe.

Fearing a problem with my 65 year old boiler I enrolled in their heating plan. I was not disappointed by the ease of scheduling a date of service (same day) and the repairman arrived on time. He easily diagnosed the problem and miraculously the parts were found! He arrived the next day and now the boiler is humming again. I am completely pleased with HomeServe and their technicians. Thank you again!

I have been with this company since 2016. The very first time we called for service the contractor plumbers they sent gave us a hard time. The company resolved that issue. However today 1/23/19 I received a letter stating I did not have any coverage, which I did since it was for a year, I renewed on 6/28/18. I called and gave them the service plan # and they said I didn't have that plan, that it was the water line plan. I know what I signed up for, kept the email as proof. I called back to speak to someone else hoping they would cooperate, of course not. This person said the contractor plumbers reported my sewer line as broken and we were not eligible for coverage. They never called or sent a letter stating that. I had been paying monthly until last year when I chose to pay for the whole year. This company lies, total rip off and waste of time. Needless to say, I doubt they'll be refunding me the partial refund.

Sewer line blockage and flooded basement. Called HomeServe and was told it would take a couple days for them to get a plumber to the house. RIGHT. Purchase a snake and did it myself. It flooded again and this time, since I knew HomeServe would not get a plumber to unplug the sewer line in a timely manner I called Roto-Rooter. They unplug the sewer line and found that it was being caused by roots entering the sewer line and that the line has separated. I called HomeServe to see if they would cover the replacement of the damaged sewer line. The answer was NO since it was no longer blocked. Would need to wait for it to plug up and flood again, call them, wait for them to show up, and then they might replace the pipe. Was told that normally they would only replace the pipe if the complete pipe caves in. Don't waste your money on this warranty.

I have had this company for 2 years, I've paid every premium on time. This is the second time I've used the repair service, and this is the second time I've had issues. They are as of now, 100% incompetent. They subcontract for everything, which leaves their customers at the mercy of people who aren't getting paid directly. They schedule repairs with a subcontracted warranty company, who then subcontracts out for repair calls. I took off work to wait for 5 hours for someone to come out, only to be stood up. When I called back, I was told nothing could be done, except to reschedule.

Worst experience ever!!! Dozens of calls, more than 20 hours at the phone, lies, excuses, no show ups, ignorance saying dryer was not covered, impossible to talk to a supervisor... 3 weeks later I ended buying a new dryer without ever going to the house to see the problem!

I had been approved for replacement of my outdoor plumbing pipe by the previous company working for SCE&G. The previous plumber lied that the work had been done and got paid (despite me telling them had not been done). Now this new company sent a plumber over (HomeServe/working for Dominion Energy). Both my sink and bath tub were stopped up. This stems from old sewer pipes. The plumber assured me that he would submit a proposal for the work to be done. I called after 2 weeks of not hearing anything. He never submitted paperwork, and his supervisor stated that they would not do pipe replacement because "they are not sure it needs to be done". The first plumber was very certain that the pipe needed to be replaced--my problem will continue until it is replaced!

I was insured for 4 years with them, never an issue (water, plumbing, sewer, water heater, HVAC, more than $50/month). Two weeks ago my heating broke, they send a contractor AFTER 2 DAYS. The contractor said he will need to order a part (the igniter, a very small and cheap part), and he needs 2 days for that. He showed after 9 DAYS, yesterday! He replaced the part, and... Still not working. I called HomeServe, and I sent an email; no reply at all. Then today I called another contractor, I paid $125 and I had the furnace finally fixed. Worst company ever, stay away!

I had a terrible experience with this company. Beware! And, understand what is covered! I purchased a policy for my hot water heater through Florida Power & Light. When my hot water heater began leaking, I contacted HomeServe. They sent out their local provider. Via their provider, HomeServe approved a new hot water heater, but said that I would need to pay the local provider $425 for "pipe modification". A HomeServe representative told me that the local provider was charging them $640 for the water & installation, but that I needed to pay the $425 out of pocket because "pipe modification" was not covered under the plan.

I made an appointment for routine maintenance several weeks in advance. The appointment was for between 8 AM and Noon. At 12:15 no one had arrived so I called and was asked to call back in a half an hour. At 1:00 PM I called back and was referred to a different department. A man named David answered and was unable to contact the technician or give an update. At 1:30 I noticed a small white car outside the house. In the door was a "sorry we missed you" notice. I had been home all day, waiting. The technician was in the little white car. He serviced the furnaces. I don't blame the tech. This was clearly a training issue. Dispatch should have called re: the delay. David should have been able to contact the tech. Why didn't the tech have a phone # to contact me? HomeServe needs to streamline their customer contact procedures.

I made an appointment to have my heating unit serviced for the coming winter several months ago and was given an appointment for 10/23/18 between the hours of 8am to noon. At 1:30 pm the technician had not arrived so I called HomeServe. They told me because they had repairs to take care of they couldn't accommodate me. They rescheduled my appointment for December 4th. So they didn't show up or call to tell me they were not coming and postponed servicing my heater that is covered by my contract with them for 1 1/2 months. Very unprofessional.

We have a contract that covers our heat and air conditioning with HomeServe. In early summer, our air conditioning was not working and they came and said it was not repairable and needed an entirely new system (priced at $19k). We had a second company come and repaired for $295. Fast forward to the fall and we had a 4 hour window for them to come and repair our heat. We are now 90 minutes after the 4 hour window and are told we have at least another 30 minutes before someone arrives.

I purchased a home warranty through Homeserve USA covering several different items in my house, one being the exterior sewage/septic line. My premium was 143.88 a year which I paid every month on time for 6 years. I had an issue with one of my exterior sewage lines breaking away from the main sewage line. This kind of unforeseen incident is exactly why I bought this coverage. I called Homeserve USA to have them come repair the sewage line just to be told that unless I can see sewage water leaking or backing up in the line it is not covered. WOW! What a slap in the face.

The claim was process and approved for a water heater in July 2018. Today is October 15, 2018 and for the 6th or 7th time calling and giving a customer service rep my mailing address, still no check. Was told the matter would be escalated and a supervisor, who was busy at the time of my call, would call the next business day. That didn't happen even though every call they ask to verify my phone number. Today I called and asked to speak to a supervisor. Was told all supervisors were busy and one of them would call me back within three hours. Like that's going to happen. The main problem is there is no way to get past the customer service people to a manager or a department. They seem very nice on the phone and sincere but each call they tell me they see my mailing address. So why does accounts payable keep mailing the check to my physical address. This part of customer service is absolutely horrible.

My mother bought into this scam at age 96, she died in July 2017 and HomeServe went into her bank account several months after her death and extracted $304.17 electronically. I have contacted them several times over a three month period and they have not yet returned the money to the estate. I will have to take legal action.

I have had a contract with HomeServe for many years. I was having trouble with drainage. I called HomeServe, who sent out Draingo company. The guy Justin ** came out---shined his phone camera under house and said that there was sewage under there. He then said he would let me know. A short time later HomeServe called hollering that they would not pay 800.00 dollars to remove the sewage. I got my flashlight and looked and no water. A little later Justin ** called and said he had a friend that could remove the sewage {there was none}. He even asked how much money I could come up with? He lied to HomeServe whereas they wouldn't send anyone else out.

I called them on Sept 7th to do the annual winter tune up on my heating system. They said the earliest appointment they can give me is Jan 6th, 2019. I told them that was unacceptable and they agreed. I then asked to speak to a manager and they said no one was available. They took my phone # and said someone would call me back. Much to my surprise--no callback. I then called back to cancel the policy. The CSR asked what the problem was and I told her. She agreed that it was nuts that they wanted to come 4 months later to do a tune up and she checked the schedule. She verified there were no appointments open until Jan. When they did the tune ups they were usually here 10 minutes--so I don't think they were any good anyway. I paid $600 annually for this service--not anymore. I cancelled.

I purchased a boiler maintenance plan from HomeServe and they never have parts in stock. I usually wait 2 to 3 days to have a circular pump replaced. Their technicians are not trained properly. Just yesterday, a technician came to replace the circular pump. He left the pump disconnected and flooded my basement. I woke up to 2 inches of water in the basement. All the items in the basement are ruined; including the floor wall, door bottoms suck up the water. I called HomeServe and all I get is a technician will be there between 12pm & 4pm. No concern about my flooded basement or the damages. They say they will call me back with more info but never did. They need to pay for all the damaged items as well as the repairs. This is the worst company ever!!! Stay away from them.

They should rename their company HomeScam. We are terminating our account with HomeScam. They are incompetent, hire low-bid contractors who don't return service calls, and really don't care about providing any level of customer service. A total waste of money. They left an 88-year-old woman with a sink filled with sewage for over 24 hours and now they tell me it will be another full day before I hear back from anyone? It is Labor Day weekend and this is a health issue. HomeServe will be reported to the Better Business Bureau, I believe it is nothing more than an elaborate SCAM.

This company is the worst company I have ever been associated with. It is sponsored by South Jersey Gas Company. The supplier of gas to my home. Keep in mind you must wait 30 days before the initial maintenance can be scheduled. I certainly understand that policy. I was told I had maintenance on all my equipment with a maintenance program. The call was recorded by them and you had to agree to the plans.

In three months, HomeServe couldn't manage to communicate with us whether our claim (underground pipe repair) was approved or rejected, and each time we called within that time frame, we received a different offputting response, conflicting statements, or just lies. After many intervening calls for a status, we were eventually told our claim was CANCELED. This, with NO NOTICE, and us still believing one representation that approval was still being discussed. I requested a copy of the contract/policy that would advise me of my rights and obligations but it has not yet arrived.

I'm a landlord and use HomeServe a lot and they are fine, occasionally good. But we have a new trend and it's that plumbers are scared of spiders. So now, HomeServe is requiring policyholders to hire a specialized exterminator anytime one of their plumbers is scared of spiders. This is outrageous. Tell the plumbers to wear a special protective suit if they are scared of spiders, don't put the burden on the policyholder - the policyholder has already paid - they pay premiums. The policyholder has already held up their end of the deal. Now HomeServe has to provide a plumber, when the coverage allows. If a plumber is afraid of spiders, that's too bad for the plumber. It should not be a problem that the policyholder is responsible for. How outrageous.

The process of getting my town to issue a permit for a water heater and a boiler required that HomeServe's master plumber coordinate the effort with the building inspector. Throughout this, I had to continually call him or his office to find out the status and effect the inspections. Most of the time my calls went unanswered. It was only after calling customer service on the 844 number was I able to get them to do what I was paying them to do.

My AC went out on 6/1/18. I called back on 6/2 to get an update. I was told they could not find anyone in my area and they had 48 hrs to find someone. I received a call exactly 48 hrs and was told someone would be out next day 6/4. Tech drove 1+hrs to get to my home. Tech came. Replaced one part. Still didn't work. He went outside and found I also needed some circuit board. He said he would call it in and the part would be in next day. It is now 6/12. I have call HomeServe every 2 days for an update. All I am told is part has not arrived yet. (I looked on many sites and I could get any part next day delivery.) Today I called and asked for a supervisor. I was told someone would call me back. 6 hrs later no call back. I think it might be time to go to small claims court to sue this company.

I am on day 5 waiting for a plumber to be sent to fix the leak in my water line to the house. Company says they're trying to find someone to send. I assumed they had contractors lined up who could respond quickly to a plumbing situation. Have called at least 6 times, told politely that they are working on it but no one has called me with updates or offered to reimburse me the cost to have the leak fixed by someone I can find. Big issue is no plumbing companies want to wait to be paid by an insurance company but HomeServe will not cover if the customer provides the plumber. Would never buy more coverage from them. I just hope I don't end up with a sinkhole from this leak.