HomeServe USA Reviews

Put in a service request for AC unit in attic leaking water through ceiling on Monday 6/16/2025. Rep stated they would reach out to vendor. Asked Rep would someone be coming out to home today. Her response was they had 24 hours to get someone out to house.

Asked if water leaking from ceiling considered emergency Rep still repeated, they had 24 hours. No one showed up first day so I resorted to drying water up in attic with towel and turning AC off in 90 degree heat and having a 2- and 3-year-old children in the house.

Called next morning 6/17/25 to find out if someone would be sent out. Rep stated no one had picked up my service request. No one from Homeserve bothered to keep me informed.

Day number 3 another return call still no one had picked up service request and Rep told me to get a shop Vac to suck up water. I then provided Rep a name of a AC company and she stated they had to be a contracted vendor with Homeserve but list never provided of vendors they used so that I could reach out to them.

Afternoon of day 3 received a text message stating someone would be out on Day four between 4 and 6. After prolong waiting for AC to be serviced the ceiling plaster and boards started to sag (pictures are attached). Rep also told me they are not going to fix my ceiling even though its because prolong waiting that caused the damage.

Forgot to mention that I told Rep on Day 2 that the plaster from the ceiling was starting to fall to the floor. Still not enough of an emergency to warrant a expedited same day visit.

So on day 4 AC repairman came out and stated the AC needed to be replaced. AC coil not working. Rep from HomeServe calls to let me know that they would not be fixing or replacing unit I would have to work that out with the repair service.

So the 9000.00 coverage I had with Homeserve would not be serving my home. That is not what I was told when I signed up for this coverage (shouldn't be surprised). I carried this coverage for situation/problem such as this. They tell you that the coverage eliminates stress of a huge cost if you have one but its not true. Beware

5 times I called for help, still no help.

Where to begin. I own a duplex and my uncle, who is an 87 year-old veteran has been without heat for 3 days. I have been in touch with this company for a day and a half and have had to call them 5 times to try and get someone out to look at and fix the furnace. I got thansferred a total of 12 times and promised to get a call back on 5 of them. Never got a call back. One representative said that she contacted a local furnace guy and the earliest he could come out was 1 week and 2 days. I informed them that he would be dead by then. It ended up that I was able to get a local guy to come out that day and determine that it was a blower that was broken. Cost: $1000. Hard to come by. I ended up getting my own furnace guy who will be replacing the furnace this weekend. My uncle will be living with me in the meantime.

This level of service is unacceptable. A senior veteran could be dead if I didn't take him in. The cost for the new furnace will be over $3000 but I just cannot wait until a week from tomorrow just to get an estimate. The people who take the service calls just are not recording the calls as each representative has to have the entire problem explained once again even though it should be a part of the notes attached to the issue.

Be very careful of this company as they are very scatter brained.

Also, even though I have called 5 times, the last representative and his supervisor had NO RECORDS of any of my calls. This is unacceptable. Plus, they wanted a $25 deposit even before they contacted a repairman of their choosing (although the 3 other reps that I talked to didn't ask for any money).

Very bad, unpleasant & upsetting experience: I have 2 properties in Queens. NY that I have 7 service contracts with Home Serve: Premier Heat&Cool Plus. Premier Heat Plus, Gas Line Plus (2), Interior Electrical (2), Exterior Electrical. I’ve service contracts with them for over 10 years & have been paying regularly on a monthly basis, annual service costs increase every year which I never questioned and paid monthly. On Jan. 6, 2025 I reviewed my 2 accounts and found out that I was paying more vs the annual contract price indicated on my account. The agent who assisted me was very patient & reviewed all the contract. I was on the phone with her for over 2 hours. She calculated the overcharges & came up with a total refund due me of $286.86 ($173.36 & $113.50). During the process she was consulting with a Supervisor & obtained her manager’s approval. At that time I was told that the Annual Contract price included the tax divided by 12 is the monthly charge. I was satisfied with the response & thankful for the time spent to calculate the overcharges during the year. I just have her do the current year & didn’t review the prior years.

Yesterday (1-27-25) I called to follow up on the refund due me & was told that there’s no record of any refund due me. I explained what I went through on 1-6 & that I was supposed to receive the calculated amount last week. I spoke yesterday to “Sarah, ID#751410. At first she told me that the annual contract price was for “first time” clients which was not accurate because I’m an old client & the contract details are indicated under my account. She further informed me that no refunds nor calculations were in the records. At that time I got very upset, can’t believe that nothing was recorded after over 2hours on the phone. Unfortunately I had to go over the matter again & ended with a promise that a review will be conducted & will get back to me yesterday. This afternoon I called up again & spoke to somebody who was very rude & told me that no refund is due me because a tax was added to the monthly charge. She wasn’t nice at all, was frustrated & mentioned that I want to cancel my contracts due to my frustration & disappointment on the manner the matter was handled. Her response was to connect me to the “cancellation” department. I told her I would call myself at a later time. I did call & cancelled 5 contracts, planning to look for a better Service Company later. Meanwhile, I was told the refund request was submitted and will be reviewed accordingly. I hope I get the refund. This has been a very frustrating & disappointing experience, conflicting information on the contract amount, rude reps, didn’t care attitude, etc.

" If connected to a sewer system: Your System pipe from the external foundation wall of Your Home to Your utility's responsibility."

This is the one of sentance in their policy.

and actual policy in CA resident;

" If connected to a sewer system: Your Line from the external foundation wall of Your Home to Your Property boundary"

It's limited to property boundary, which means it's not covered entire line. Nobody knows blockage will happen outside of property. I believe this is scam.

I bought coverage for water line and water heater and paid monthly payments for many years. When our water heater blew I called homeserve and said it was an emergency scenario and we needed repair done immediately. They told me to call a licensed contractor that could get it done immediately and pay them and save the detailed bill and copy of payment info to submit to them. I did exactly as they said and weeks later called to ask about reimbursement to me

They said they never received what I sent. So I then faxed copies again and they said a week later it was being reviewed. After numerous additional calls a supervisor finally told me that they didn't cover the water heater replacement. Because I paid for water heater replacement I called a lawyer and finally they said they would pay 500 of the 1250 because I seamed like a " nice guy".

I signed up for external water and sewer line coverage at my condominium unit. Subsequently, I learned that Homeserve does not warranty water and sewer lines unless the customer is the sole owner of the property carrying the lines. As a condominium owner, I am not the sole owner of this property.

Homeserve collected payments for the bogus coverage, and refuses to refund the payments made.

I've had Homeserve coverage for almost 3 years for external (building wall to the utility pole) electric equipment and wires. I was hit by a wind storm that dislodged the utility pole, stretched the power supply wires and severely bent the "Riser," . . The mast that feeds the wire to the meter assembly. I contacted Homeserve customer service who were very helpful. They, in turn, contacted the Dispatch department to track down an Electrical Contractor. The contractor was located almost 100 miles distant and requested travel reimbursement. Homeserve refused. I found it necessary to track down a local contractor. The contractor didn't want to deal with the insurance company and asked that I pay him directly and seek reimbursement my self. I contacted Homeserve and reached the supervisor of the Repair Review department.

I was told that my contract coverage was only for ORDINARY WEAR AND TEAR. Acts of God were not covered.

I asked the Supervisor. Jennifer Ford, how Normal Wear and Tear definition manifests when applied to outdoor electricak wire and 3 inch pipe? These items can last for many, many decades without deterioration. She couldn't answer the question and repeated that Acts of God were not covered.

HOMESERVE coverage is a complete SCAM?

I made a call yesterday, 3.12.24, and the lady I first spoke to was very courteous, helpful and patient, she solved my problem partially, saved me money by suggesting a better plan and also advised me about the service I was not utilizing for 3 years since I was a customer. However, there was 1 plan, (for which I wasn't utilizing the annual tune up service-Premier Heating Plus) increased from $16.15 to $28.88. She informed me that she can give me a credit of $50.00 which will bring the monthly payments down to 24.72. However, that was still high for me, so she suggested I speak to someone in cancellation Dept, they may be able to help.

I was transferred to "Becca M", who was very curt, hostile and aggressive. When I tried to talk to her, she was unsympathetic and when I told her that I didn't even utilize the free tune up service on my Premier Heating Plus Plan, she was defensive and rudely told me that it is not their fault if I don't read the terms and conditions. I told her I am not blaming anyone, I am just saying that a courtesy call from Homeserve, that I have not utilized this would show what Great customer service you have. She was so aggressive, I told her that and told her she is speaking to a human not a computer. Who reads everything that they receive.

She was quite happy and more than eager in fact too quick to cancel my plan when I told her that cancel my plan, in fact cancel the whole thing, and I even told her write the reason that "I am canceling due to Becca M, and how rude and aggressive she is" I also asked her to forward the line to complain dept or someone whom I can complain about her, she just held the phone silently for a few minutes, when I asked again, she said all the leaders have gone for lunch and there is no one. So I told her that why didn't you say so, you were quiet for minutes.

The way she spoke showed that HomeServe does not value customers and wants loyal customers but does not want to show any loyalty.

No intimation was sent for the increase in price. Last year I received a letter but this year, nothing. except I got this aggressive lady in Cancellation department who didn't care that she was costing the firm a client. and she gave me the impression that no matter whom I complain to, no one is going to listen to my complaint and work on resolving it.

All the below statements of HomeServe, I'm afraid are proven to be a lie due to "Becca M"

Customer Promise

When a customer becomes a member, we will make life easy for them.

If a customer is not happy, we will listen, apologize, and make things right wherever we can, as soon as we can.

Watch this company. They do all they can to lie to you. DO NOT PAY FOR THERE SERVICES. THEY SHOULD BE SHUT DOWN.

Debited my bank account after I had canceled order. Tried to get a refund but was unable to. Fighting with bank and HomeServe to recoup $200.

I was forced into an overcharged bank account when " Home Serve " hit my personal checking account for a renewal. They never let me know of any billing, no warning, no notification of pending billing...NOTHING.

So the billing that they hit me for was $ 89.88......cost me the $89.99 plus $75.00 for fees and then bounced two other checks!!!

.I cancelled ...done with "blind" billing practices.

Terrible customer service. We have a service contract that is overpriced which we are cancelling. When you call a computer wastes your time pushing buttons that send you to people who send you to other people who send you to yet another department.

This company is a scam DO NOT USE.

I’ve been paying them for almost 2 year’s. I had an issue with my washer and needed service. I called to file a claim and was told that they have no one to service my area. So wait am I hearing this correctly? I’ve been Paying a monthly fee for almost two years and now that I need service . You don’t have a service provider in my area. I now have to contract outside and pay full price and wait for home serve to approve my service. Unbelievable. I requested to speak with a supervisor that transferred me to a sales coordinator who then told me “Josh he couldn’t help “

I can't even begin to register both my irritation/disappointment with Homeserve - please read on:

Back in June of 2022, we signed up for their appliance repair program, and the person I spoke with (and I made sure to clarify it twice), indicated to me that if the appliance cannot be repaired (i.e. if a unit is too old to repair due to the value of the unit vs. repair costs), it would be replaced with another unit of equal or lesser value.

Being senior citizens, this made us feel good because it definitely sounded a worthwhile investment and we signed up.

Recently, we had to call in a service request for our Samsung Dryer because of a motor grinding noise and it not heating anymore. I paid the $25 service fee, but when I spoke with the customer service rep handling the call, I clarified again (based on what I was told previously) that if it could not be repaired, how would they replace it? She stated that there was no replacement and that this policy does not cover replacement costs. I was devastated - fit to be tied (based on what I was promised in the very beginning).

I've since requested both a refund of the $25 service fee (which I canceled) and also the amount I paid for the entire time since I first signed up for that program. Now whether they'll do that remains to be seen.

This is the 2nd time I was short changed by Home Serve. Several years ago we had an Air Conditioning issue (and we had an AC repair policy with Home Serve). When the service tech arrived, he diagnosed that the coils in the attic needed replacement (estimated cost of around $2500). Home Serve disapproved the request and we ended up having to purchase an entirely new AC/Heating system instead of getting it repaired. We were fit to be tied, and we immediately canceled that particular Home Service policy.

So please be aware that with regard to both appliance repair and AC repair policies, stay away from Home Serve, especially if you have older units (even if in great condition).

Even when talking to customer service, I was passed off back and forth between agents before I finally talked to somebody who seemed to care and/or knew who could handle this issue.

I had canceled a Premium Heating service plan. I paid $555 for a yearly plan. I canceled after 6 months. Shaun at Home Serve USA refused the refund for the remaining 6 months stating they performed the yearly Heating System Tune up.

Shaun also stated if I paid the premium on a monthly basis there would have been no additional charges.

We have a blocked sewer line, and have a HomeServe contract that covers this.

The first plumber company HomeServe sent said they need to do a camera inspection and would bring a snake upon their return.

I am later informed by HomeServe that that plumbing company does not have the proper equipment to do this job, and they will find another company who can.

Next day, another company is scheduled, and comes out to our home. They only brought a snake, no camera, since the camera wasn’t on the work order. They did have a snake that could reach over 150 feet. The technician said he would be back in the morning with the camera.

HomeServe called me that their authorization for the camera work only applied for the first plumber, not the second. I explained that HomeServe sent the second plumber since the original plumber did not have the equipment - like talking to a wall!

This morning I called the second plumber, and was told HomeServe did not authorize them to do the camera work! I called HomeServe and was told this second plumber did not have a long enough cable to do the job. I explained that they did, but HomeServe insisted they did not, and their escalation team would find a company that could.

I called the second plumbing company, told them what HomeServe said. This company insisted they have the extra long cable and camera equipment, told HomeServe they had it, but we’re unable to get their authorization.

I am still in limbo, totally frustrated, and inconvenienced by not having a functioning sewer line.

Terrible service from HomeServe