HomeServe

Karen D.

Even with service contract ...they do not answer the phone. Unable to reach customer service for months. I need to canc this contract if I have to pay other companies for repairs.

Carla S.

This company can't be trusted, I have service agreements with them for my furnace, hot water heater, and plumbing. I have been a customer for almost 15 years. In 2015 my hot water heater died and I had to replace it. They quoted me a price for a 40 gallon tank. I told them I didn't want a 40 gallon tank because that was smaller then the one they were replacing, I wanted the same size. The technician said if I didn't take that one I would have to wait 3-4 days for the larger tank to come in and then proceeded to say plus you are getting a better deal because this one comes with a 10 year warranty and the others only 6. The only reason I agreed to purchase it was the extended warranty. A couple of days ago I came home to no hot water and water all over my basement floor. I scheduled a service call for the next morning. The technician was here right on time. We he came in I said I don't remember when it was installed, but it has a 10 year warranty. Before even getting to the basement he said oh I don't know about that. He looked at it and said its gone. I asked him when was it installed. It took a while he had to trace it back based on the serial number and said 2015, I said oh good little over 6 1/2 years, it is covered. He said not necessarily . He gets on the phone with his manager and they are talking. I asked him to put the call on speaker, he wouldn't. He hangs up and tells me it was only covered for 6 years. I demanded to talk to his supervisor. He proceeds to walk out the door saying they will call. It is a Friday and I have no water, I told him he wasn't leaving until he gives me his supervisor's number. Well out the door he goes telling me they will call me. I told him I expected a call within an hour.I did get a call (took longer than an hour) from his supervisor saying that they reviewed my information and it only has a 6 year warranty. I said no it has 10 and I explained to him that was the only reason I agreed to purchase a tank that small. He asked me if I had the original paperwork and I said no it has been 6 years and I thought they maintained all those records in their computer system. He said well if you don't have it then like I said it is 6. I asked him if he had anything in his system with my signature showing that it was 6, and he said no just an electronic note that someone entered. I said then it is he said, she said that doesn't make you right. An electronic note means nothing. I then said why would I mentioned to the tech that it had a 10 year warranty but couldn't remember the date is was installed before he even looked at it and knew there would be a problem???? He said what do you want me to do? I said replace my hot water heater at no cost. We exchanged words for a while then he pacified me with saying he will talk to his manager. He called me back a while later and said he was sorry there was nothing that he could do for me. I said that is not good enough I have been a loyal customer for close to 15 years I want to speak with your manager. He said he is too busy to talk to you. Again words were exchanged and he said I am just trying to be fair. I said neither one of us has anything to support our position so the fair thing would be to split the cost with me. That was not open for discussion either. Seeing that it was now Friday afternoon I has no choice but to pay for a new water heater, I told him to have his crew install a new one and we can settle this warranty issue through the BBB. You better believe I made sure I noted on the check I wrote hot water heater with ten year warranty, I wouldn't sign the work order until it said 10 year warranty and that I was disputing the fact that I had to pay for it with the BBB. They have no paperwork as a service repair and replacement company other than a note that someone typed in the computer and I am supposed to be ok with that? I wonder now what am I paying them to service? The six year warranty is what the manufacturer provides. Lesson learned. keep all your paperwork, read everything very closely with them before signing and match the serial number on the product they are installing to the number written on the work order. Then ask yourself are you paying them to service something for the same period that the manufacturer covers? I believe that is exactly what happen to me even though I was ""sold"" a longer warranty that they won't honor. Be very careful when during business with them

Bob S.

This company is sleazy and overpriced. I will never do business with them again. A technician came out to clean my furnace last fall. He noticed I had an old furnace and said, "" I hope you don't have a furnace contract with us"". I did have a furnace contract with them. He said, ""Well, you are wasting your money because furnace replacement parts for this furnace have not been made for years, so if the furnace breaks, all we could ever do is install a new one"".

Nice of the guy to tell me... but the fact still remains that the company was charging me close to $400 a year for a maintenance contract on a furnace they were never able to repair in the first place! What dirt balls these people are! Do NOT do business with them!

Adam W.

Not to overuse a popular Yelp phrase, but I too ""...would give negative stars if possible"". Going on 2.5 years to fix an water heater issue where every tech makes the problem worse. It's taken all this time to get repair to agree to fix their back-to-back mistakes at their own cost (orig tried billing me again) and I am still chasing Billing down to refund two years of service fees since it doesn't make sense to get charged an annual fee for a problem the are making worse. Avoid at all costs! Best of luck!

T J.

scheduled a tune up 3 months ago when I renewed the contract. They collected each monthly payment quickly. Never showed up to do the tune up and when I called the agent said they reported it as completed. Have now called 5 times trying to get an answer and response it always "" dispatch doesn't answer"" Have been promised call backs each time but nothing happens. They collect your money but fail to deliver (In massachusetts area anyway. )

Edward P.

Just had a BAD EXPERIENCE with HOMESERVE. My hot water heater stopped working. The technician yesterday checked it. Said he was ordering the gas valve fixture to the remote starter. Overrode the system manually by lighting the hot water boiler. Today this other technician arrives. Shuts the system down. Replaces some wire parts. The system DOES NOT want to start. He states the gas valve needs replacing. Has to now order parts. Won't be installed until tomorrow afternoon. Dispatch called me on the order parts and installation time. He was very rude. NO HOT WATER TONIGHT TO SHOWER. PURE BS ON HOMESERVE

Al M.

I'm writing this to tell anyone interested in what company, in my opinion, to stay away from, as far as boiler,furnace repair and maintainence is concerned. That company would be HOMESERVE RI. I dont know how the rest of homeserve is rated around the world, but since its a conglomerate apparently of plumbers, who incidentally are good hard working people. I do not fault them at all in any way, nor do I fault the people answering the phones since they are only doing what they are told. I do fault the leaders, managers, human resources, parts procurement people, scheduling managers and whoever else is responsible for getting people whose services you have bought,the help they need when they need it. Please read on to follow my trial of patience over the course of three weeks with homeserve.

I am 83 years old and the primary caregiver for my wife who is confined to a wheelchair.
I have had a contract with homeserve for 12 years, not once did I need their repair service until 11/5/19. they sent a repair guy soon after and he determined their were 2 defective parts for my boiler, and ordered them right there in front of me, stating they were available. He said they would call me when the parts were in.
It was 18 degrees outside and we had no heat or hot water now.
My daughter brought us 3 electric heaters to keep warm. 2 days later I called home serve asking what was the holdup? They replied the parts were on order and they would call when ready to install. Rather than bore you with long drawn out details, suffice it to say I waited from november 5 to dec 14th before they called. I had made 20 calls to them in between those dates while we were living in an internal refrigerator. I finally got local contractor 3 weeks into this farce
and he installed a new system. I called home serve and cancelled the account and told them to cancel the service call.
Last night, and the night before I received two calls from a repairman for homeserve who stated he would be at my home about 9:30pm that night... I told him the account was cancelled, go help someone else who also has been waiting a month.

In closing, I would NEVER EVER recommend HOMESERVE to anyone.The only recommendation I would make after seeing there are hundreds of complaints against this company, I would like to see a class action suit by those who know how to do it, to stop them from using customers when the customer has a problem and is at their most vulnerable time. Taking their money for years then leaving them in the cold.... literally!


Thanks for taking the time to read this.
A Rhode Island Resident

John H.

Overcharging customers. They offer rates online that DO NOT SAY promotional or new customers only, not even in the fine print. I was overcharged $260.00 on my auto credit card renewal on 6/11/19 for two Premiere Heat Service Plans. Been a customer for about 10 years. Was charged $878.00 or $439.00 each for two furnaces for the 2019-2020 heating season. Went online and the quote is for $618.00 or $309.00 each. I called today and spoke to a rep & supv... They said it is a new customer / promo rate. I would understand and be OK with that but when I asked them to show me anywhere on the website for the 02382 zip code quotes that it said that they agreed it did not say that. NO mention anywhere of new customers or promo rate. They gave me a credit of $100.00 but I am still out $160.00 of my $260.00 overcharge. This shows they post rates that are different than what they charge you in future WITHOUT telling you. If its for new customers only it should say that. It should also tell new customers that the ""promo"" rate is for the first year only and that they will have a $130.00 increase in year two. Bad business and false advertising. My guess is its not legal in MA. I gave them the chance to resolve properly but they don't seem to care yet they admit their website (on 6/19/19 at 1pm) does not say anything about new customers or promo rates etc... National Grid should pick their preferred repair contractor with more care. I blame National Grid as well for choosing HomeServe to be their Service Contract provider for HVAC.

Benita M.

I had this service plan for over 10 plus years and lately the services that I have been receiving from is not good.

Some of the Tech that come out to services my heating system are unprofessional and do not want to work.

Just recently, I had a tech to come to my home to work on my heating system. After 5 minutes, he came to me and stated that he did not have the correct tools to replace a part for my heating system and that he had to reorder another part.

Mind you, I have been without heat for the past 5 days and he could care less if I had heat or not.
Calling to resolve the lack of profession from Home Serve USA Tech resulted in a lot of run around and rude and unprofessional services form the Call Center.

After Waiting all day to receive a call back from a manager form Parts and Services. I call Customer services to cancel my services and request a refund for the services that I paid for, and spoke to the Manager of Customer to who went beyond his call of duty to ensure the I spoke with Manager of Part's to result my heating problem. For the Manager in Customer Services I really appreciate his services.

Too bad there is a lot of kind and courtesy employees working for Home Serve USA.

Doreen Z.

This review is regarding a service call on 3/21/19. Our water heater broke and we called HomeServe.
A tech was there within a couple of hours. That part is excellent. The price we were quoted was $1310 installed. That seemed high but we were in a bind so we had to go for it. The tech that quoted the job had been to our home previously for a furnace tune-up. At that time he had an attitude with a chip on his shoulder. A tech who is sent into a customer's home should not have a punk attitude. Later I went down to the basement and noticed the exit hose from the washing machine had been removed from the pvc tubing. This did not happen by accident. This hose could not have possible have popped out by itself. It was an obvious underhanded malicious act. Also this is where the tech was doing his high priced paperwork. If I did not catch that we would have had water all over the basement floor. After the installation we went online to check the cost of the water heater and the max was $500 from well know retail stores. When we called HomeServe, to explain the entire situation, we were was given the runaround and promised a return call. We did called HomeServe a few times but no one ever called us back. The installation was done quickly and that is a plus but the temp on the water heater was set too high almost to the point of scalding. We adjusted the temp so that it was normal. An old rule of thumb is that the lower you can keep the temp on the water heater the longer it will last. We did have the contract for both the furnace and the water heater. Not only was nothing covered but we paid more than we should have. They would not even tell us the breakdown of the charges. We found that answer out for ourselves. Hopefully this review garners some attention so this does not happen to any other customers.