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HomeServe USA Corp. complaints

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601 Merritt 7 6th Floor
Norwalk, CT 06851 | Get Directions

(855) 336-2465

http://www.homeserveusa.com

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Total Amount in Dispute:
$12,083.00

Total Amount Settled:
$0.00

Complaint Experience

50%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to some complaints presented to them.

Although in some cases the company failed to respond to complaints.

Complaint Closing Statistics

8 complaints against HomeServe USA Corp. closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
1	Making a partial refund
2	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
4	Unanswered

8 complaints against HomeServe USA Corp.

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11/20/2024

RESPONSE: Making a partial refund Amount in Dispute: $158.21 Amount Settled: $0.00

Customer Complaint

10/1/2024

$158.21 deducted from my account by Homeserve on September 26th for last quarter payment of 2024 ; October, November, December. On September 29th via telephone conversation I terminated my contract with Homeserve after a dispute with them could not be resolved. The manager said I will only be refunded $117.21 because a prorated amount has to be deducted. WHY? I have had this contract for many years, never a late payment. Payments were always deducted well in advance of due date. The last quarter payment was $108.21 because a promotion on upgrade to a new contract was offered. Resolution Sought To refund the full amount $158.21.

Company Response

11/8/2024

We are in receipt of Ms. Murray's complaint, and your correspondence dated October 27, 2024. We apologize for the dissatisfaction Ms. Murray experienced in connection with her HomeServe protection plan. HomeServe takes customer complaints seriously and welcomes the opportunity to investigate anycomplaints brought to our attention. According to our records, Ms. Murray enrolled in Premier Heat Plus coverage with HomeServe USA ("HomeServe") on December 10, 2013. On September 27, 2024, Ms. Murray called HomeServe and requested that her coverage be cancelled. Upon cancellation, a pro-rata refund in the amount of $117.85 was automatically generated in our system and refunded to Ms. Murray's bank account on or aroundOctober 11, 2024. In response to this complaint, a member of HomeServe's Office of the President ("OTP") attempted to reach Ms. Murray by phone on October 30, 2024, October 31, 2024, and November 5, 2024, and by email on November 5, 2024. Unfortunately, we have not been able to connect with Ms. Murray. We have sent a letter to Ms. Murray, dated November 7, 2024, inviting her to contact our office if she would like to discuss her complaint in further detail.

9/29/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $1,048.00 Amount Settled: $0.00

Customer Complaint

9/13/2024

I had my water tank insured with Homeserve. On May 20, 2024 I called to tell them that my hot water tank needed to be serviced. Someone came and examined my hotwater tank and said that I needed a new. one. I was scheduled a new hotwater tank installation twice. No one ever came with the hotwater tank . I had to go with another company. I have talked with representatives from homeserve a number of times about reimbursement for the hot. They asked for a copy of the receipt for the cost of the new hotwater tank. I sent homeserve a copy twice. Homeserve has told me that someone would call me within a couple of days. I was told this last week. No one has called me. I also had to get a new furnace. I was told that I did not have coverage on my furnace. Since I didn't have my furnace inspected I am not seeking any reimbursement for the furnace. Resolution Sought II want the $1048.00 as coverage for the hot water heater.

Company Response

9/17/2024

Hello. To assist your further, please confirm the customer's full-service address, including zip code, to locate your profile. Your address will help me ensure that the information I provide you with will be accurate. Thank you and have an enjoyable day.

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