HomeServe USA

I see a lot of negative reviews but I had the exact opposite experience with them!! I had a sewer line collapse. They immediately sent a plumber to snake/camera/replace!! I would highly recommend them. Steve **

My drains in kitchen backed up - including the washer drain on Saturday. I called and although they couldn't get anyone out till Monday - I kept an open mind even after I read all the negative comments. The plumber they sent was very professional and I was very pleased with the repair as well as Home Serve's handling of my call. I will continue with my coverage with them through Dominion Power. Thank you Home Serve for saving me the huge plumbing bill I would have had!!

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 was let on about this company, they are crooks and liars. After 9 years of paying insurance, I call for work on my sewer line. Tell me only clean line. Well my line has collapsed in part of my yard. Had 2 other company tell me only thing to do is a limner, which I have a new driveway and can't do the digging. So HomeServe USA told me they can't pay for installation for that. They are crooks and liars. Kathi.

I received a Service Renewal Notice from "Service Line Warranties of America" on June 10, 2019 and called Customer Service #: 1 844-870-9818 on June 17, 2019 to cancel this service. After a long conversation with a customer representative, I finally able to cancel the sewer line service coverage for my rental house in Lovelock, NV effective 7/1/2019. And I received a reference number: **. The lady representative assured me that my account with the sewer line warranties company was cancelled effective 7/1/19. However, I was very surprised to see my credit card being charged $88.00 from HomeServe USA today, 7/9/19. I do not understand why this is happening. If I did not check my card transactions, this company will be taking $$ from my credit card even though my account with the company being closed and canceled.

I was charged $878.00 ($439.00 each) for a Premiere Heating Service Contact on two units in my home for the 2019-2020 heating season. After looking online I see the rate for my town is quoted as $618.00 or $309.00 each. I was overcharged $260.00 for the two units. After speaking with customer service I was told the rate online was a promotional rate however they could not tell me where its states that it is a promotional rate for new customers. It does not exist anywhere or in any fine print. Also if this was true there is nothing telling a new customer they are receiving a special rate and to expect a large increase in year two. I was given a $100.00 credit. I am still out $130.00 with no resolution. The zip code for the above rates online is 02382 on 6/19/19. The website is not currently legal as it stands today. The company admits it is not stated this is a special rate yet refuses to honor the rate for a 10 year+ existing customer.

As a client of HomeServe USA for several years, I have had to call upon them to open a claim for plumbing issues. In each of the prior work orders, I was given a copy of the invoice detailing work done as well as the associated cost. Most recently, when I asked the vendor that completed the work I was told they do not show the cost to the customer and I would have to ask HomeServe USA.

This company is very bad. I've had a service contract with them for several years. My HVAC system was new, so I didn't need much service, at first. I did notice a few concerning things during the yearly maintenance, that was included as part of the service contract, but I foolishly continued to maintain the service contract, nonetheless. Later on, when I had trouble with my A/C system, I realized that I made a big mistake by continuing to use them for HVAC service. Certainly, some of the service technicians are qualified. However, some others are grossly incompetent. Still, others were very ill tempered. One even showed up smelling of alcohol. The customer service is often impolite, even rude. To add insult to injury, I found them to be highly dishonest. The service contract price is very competitive, but the service contract is effectively useless. I cannot recommend this company, in any respect.

My central AC died after 14 years. Now, I understand I shouldn't expect it to last much longer, but I would have appreciated a "heads up" last year and the year before to let me know it was starting to go. The unit was originally put in by LILCO, and the maintenance contract was outsourced to HomeServe some years later. Every year in March I faithfully called HomeServe for a maintenance check (and paid them $363 annually!) The technician was usually in and out in about 20 minutes and would tell me "You're all set". I believed him.

My elderly parents have been paying for their hot water insurance (and five other types of insurance) for years with this company. When the hot water heater went out, it took more than a week to get someone to come out and look at it. When they did come out, they told them the heater would need a new burner. The problem seemed to be in the igniter, but they told them that the parts were now connected because the water heater was "too new."

Originally, I signed up for appliance coverage from a mail campaign from Florida Power & Light. I assumed that FPL would have vetted HomeServe thoroughly before offering HomeServe to customers. I had coverage for less than one year before my washing machine required repairs. After an initial call to establish a work order, I was told that I'd receive a call back from a repair contractor by noon the following business day. No one ever called back.

Bad experience with this scam company. Be aware. This company it doesn't cover what it says. First we got a back up issues on our sewer pipe. We called and they says "someone will contacting you in 2 to 4 hours". After 6 days someone shows up, after our many calls of course. Ok now, they will fix it or they might fix the problem but you need to still have the sewer pipe totally clogged for days, otherwise they won't fix it. Also if you don't have access clean out inside your home they can't do anything either. Imagine to have your home for 6 days with smell of **, and nobody comes to fix it.

We purchased warranty for our furnace. Sent people out 5 or 6 times leading us to believe it would be fixed. Each time was different story, different part, blah blah blah. Last time they said it was water in our furnace, we needed a new one. HELLO, our furnace is outside!!! Called the guy who installed it, which is retired, he looked at it and in 10 minutes knew what was wrong. Ordered part, installed and has been running for 2 months now. We had been without a furnace from the last part of Oct. 2018, till Feb of 2019. Used our gas fireplace all winter till we got carbon monoxide poisoning!!! All we are trying to get is reimbursed for the part which is $350. TOTAL JOKE!!!

My mom brought a hot water heater replacement warranty from HomeServe and when it needed to be replaced they had a plumber removed it and didn’t replaced until a month later after numerous calls on status and why out of pocket costs beyond insurance coverage benefit was $1,050. My mom is 83 yrs and has dementia. During my calls to follow up discovery they decreased their benefit coverage from maximum amount of $850 on Friday, March 29, 2019 to $800 on April 2, 2019, and then to only $500 on April 3, 2019. Who reduces the benefit amount daily? Never heard of such games. Stay away from this company. The plumber finally installed heater for the original out of pocket quote of $1,050 and claimed to have eaten the difference.

I purchased the outside electrical lines coverage with HomeServe thru my Appalachian Power service. I had the coverage for about 6 months when I called HomeServe to look at my outside line which enters my house, since the wrapping on the lines had deteriorated and was exposing the inner wires. Two different HomeServe electricians came to my house, first asking to look at my inside breaker box. This box was installed about 10 years ago when the house was remodeled. Both men stated the box would have to be replaced and moved, other wiring would need replaced (inside) along with a list of other changes. This would cost a lot of money that I don't have. I declined their suggestions for this expensive work. Neither of these electricians seemed that interested in addressing the issue of my outside line. I cancelled my contract with HomeServe.

Updated on 04/02/2019: I wrote a review on HomeServe last week and the company responded to me saying to email them at customeradvocacy.com to resolve issue. I emailed them and got a response "Address not found or is unable to receive mail." They are purely a scam company.

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.

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.