HomeServe USA

James P.

This company will never approve any reimbursement. Recent interaction with HomeServe USA:
They bought out AHG Home Warranty so we had to create an online profile with them. No big deal, but we couldn't access our policy. When we called they told us that they couldn't access them either because they were going through a ""transition"". I needed to access the policy because our air conditioner had broke. We needed to know what was covered. We didn't know what was covered and neither did they. They apologized and we moved on. We asked them to schedule a contractor to come and asses the unit. First contractor never contacted us. We had to call back to find out that they did not take the job and a new one was assigned. That one never called us either. 3rd times a charm, right? Nope they said they couldn't come for a week. We are in TX and it is summer. House without air conditioning in 100 degree weather is not fun.

We found our own contractor and they came out right away. Turns out the whole unit needed to be replaced. We were told we could pay out of pocket and submit for reimbursement. We did this because the house was sitting around 90 degrees for 5 days. We were told we would have an answer about reimbursement before 30 days and that some if not all would be covered. Almost 2 months later we were told that none of the out of pocket expense would be covered. When asked about what is covered under the plan we were told the ""little pieces"" not the entire unit. I said the inexpensive pieces because y'all don't want to pay out on large repairs. The lady on the phone said pretty much.

DO NOT, I REPEAT DO NOT GIVE THIS COMPANY A DIME!

Bolivar D.

I do not recommend this company due to their inability to deliver services when you need them the most.
The company is too big and I could not get anyone at this company to straighten out a wrong they did.
Now I use a local plumber who is accountable specially when I need them the most.
I pay a little more but it's worth it
Sincerely
Bolivar Diaz
Staten Island NY

Debra M.

SCAM!! They send what looks like a utility bill. You write a check and then they say that is conformation to signing up for a bogus insurance program. They will deduct the annual payment directly from your bank account after the first check payment

Joel K.

False advertisement. Home inspection shows 15 feet of pipe full of water/sewage and Homeserve contactor Torgerson Excavating said that this is not considered a blockage. Homeserve wants me to pay to dig up this line and fix it and then submit the bills for reimbursement. If you are buying this insurance beware.

Sumit J.

These guys are constantly charging my credit card without providing any service. Here is the sequence of events so far.

- Enrolled in their service on Nov 8th. Received an email confirmation
- 3 weeks later I called about a service request. They can't find an active account for me. After speaking with a number of agents, someone told me you are in a wait period of 1 month after making first payment.I am not eligible to make a service request in that period. I didn't like it, but understood
- On Jan 11th, I called again for another repair problem, they still can't find an active account against my name. Meanwhile they have charged my credit card 3 times for 52.99/each month. Now they are asking me for credit card statement to prove that I am not lying.

Apparently they have no way to look up my credit card against my account. Interestingly, their systems have my credit credit info to charge me.

Pathatic Pathatic service.

Ken S.

Recently had an issue with trying to get a refund due to me. Initial contacts were no help. Asked for a manager and then talked to Shawn Clark. He said he would investigate the issue and get back to me. First thought? Just got blown away, never to hear back. But, instead, he not only got back to me but he also was able to get me back another refund that I wasn't expecting. Outstanding employee!!!. And, The Homeserve Company has always given me excellent service.

Michelle S.

There was a sewer smell that was coming from my basement onto my ground floor apartment. Two sets of plumbers came from this company and indicated that they got no smell and that it must be some other scent that must be happening. It was also indicated that there was a crack in my trap but since there was no small identified, the repair would not be covered. I hired my own licenced plumber who did not only immediately pick up on the scent, but also advised that the trap being changed, especially since they were able to see the deterioration with the camera that was put up the pipes. Prior to the master plumbers coming out to the home, they sent the technicians to investigate and I would hear the conversations when they call in and both times, the smell would be verified. The Master plumbers however when they come out,mysteriously lack that capability. To add insult to injury, they would indicate that my basement smells like a regular basement and that it must be something else. My complaints were escalated to a senior representative of the company who not only, tried to get very technical about the terms and conditions of my contract, but miscalculated the remainder of my benefit and also refused to answer my question as to what an ""active issue"" was. My questions was if the plumber had put on the report that there was a smell, would I be covered. He refused to answer. They also refuse to give me copies of the documents that I signed, any reports, invoices because"" they just do not do that""
I agree with much of the other reviewers. Their emphasis is on patchwork,Great promises and customer service until you actually need service,anything major suddenly bring about all types of exclusions and man can they play on words. Buyer beware and I do believe that this is a very fraudulent company. They are very shady and the people that work for them definitely lack integrity .Stay far away from HomeServe. ALWAYS do your research before investing your time and money into the false promises.

Nancy C.

Awful. My 87 year old mother has paid for this service for years. Lost her heat at 11pm called the emergency number twice between 11pm and 5am told someone would call her back I called at 8am. Was put hold them hung up on. Called back was told the company wasn't open yet. What HVAC company is not open at 8am. They gave me the number and I called directly myself explained the situation and was told they would be there between 1 and 3pm. Didn't care that an 87 year has now had no heat for more than 12 hours in freezing temperatures. 3:30 still no show. Called back the HVAC company was told now between 5 and 5:30pm. I asked what if you need parts all supply stores will be closed. Was told don't worry they would figure it out. Call HomeServe back explained the situation and was told the same thing. At this point I agreed to go their survey which they would call me back in a half hour. No call back. Tech finally arrived at 5:30 said nothing he could do an left her with no heat. This company takes your money and are useless in an emergency. Lesson learned just another scam to take your money.

Rudyard C.

My boiler shut down on a very cold day last winter. Called HomeServe about 6:00pm as I has a contract with them. Told the rep I suspected it was the thermal coupler. Rep told me that no was available until the following day. Because the temperature was forecasted to go below freezing I called a local service company (Queens Village Emergency Plumbing and Heating) who charged $250.00 for the visit and another $350.00 to replace ....YES..the thermal coupler. Part APPROX. $12.00 - $15.00. Time on the job 15mins.

Abi I.

BEWARE-HomeServe will sabotage your heating system so that you can put in an insurance claim!! My parents have had a contract with HomeServe for over 20yrs. Up until now my parents have always been satisfied with HomeServe's service and professionalism. On Oct 15th a HomeServe technician came to do a routine annual check of my parents boiler. This was the first time this technician came to service my parents boiler. Usually the winter boiler ""tune up"" takes about 15-20minutes at the most, this time it was over an hour. When the technician finally came back upstairs he told my father everything is good and ready for use. The next night my father turns on the thermostat and the radiators don't heat up. My father calls back HomeServe saying that he's not getting any heat, HomeServe schedules a follow-up visit. The 2nd HomeServe technician comes and checks the boiler and reports back to my father that their was no water in the boiler, somebody disconnected/cut the wire that connects the boiler thermostat and left the boiler running which caused the boiler to crack. The 2nd technician asked my father who touched the boiler after the 1st technician left 2 days earlier. My father said that no one had been down there since the 1st technician left. So the 2nd technician condemns the boiler and tells my father he has to get a new heating system. I got involved because my father called me upset, confused and scared because he and my mother were very cold. What I didn't mention is that my father is 89yrs old and my mother 86. When I called the main office and spoke to Bob Burrell he implied that my 89yr old father tampered with the boiler after the 1st technician left. Bob goes on to suggest that my parents put in an insurance claim, request an investigation and if HomeServe is found at fault they will take care of it. Now, this was HomeService's only solution offe. So my almost 90yr old parents are expected to go without heat until a claim is submitted, investigated and a judgement rendered. This is another example of HomeServe's great customer service!