HomeServe USA

0 stars! Homeserve is a scam. We had our main sewer line back sewage up into our basement due to a tree root intrusion. The techs they sent out from Down Home Plumbing to repair the blockage ran an auger through the line and then told us they didn't hit any major resistance and the issue was resolved. They did not camera the line to source the blockage or to make sure they had cleared the blockage because Homeserve does not authorize them to do so. Not to mention the techs arrived 3.5 hours past their estimated appointment window and one of them spent the entire time on his cell phone while his (possibly barely 18 year old) partner did the work. Water began backing up in our main again immediately as the auger had done nothing but temporarily push the roots aside. So we called Homeserve again and told them this time that cameraing had to be approved so the issue could be fully resolved. The first company they requested to come out was unavailable so they sent the job back to Down Home Plumbing. Down Home Plumbing confirmed the appointment with Homeserve and I received a text and email confirmation they would be on site the next day. But when I called the next day to confirm the arrival window they could not find the appointment/repair information without calling Homeserve. And once they did find it, the tech and his manager called more than once attempting to reschedule it for 1-2 days later because they were busy and didn't feel sewage backing up into my basement was an emergency. After several heated conversations and multiple calls from myself to Homeserve, a tech did show up. He called Homeserve again before doing anything to make sure the cameraing was authorized and then proceeded to camera the line. He found a massive tree root intrusion and informed us the line would need to be dug up and at least a portion of it replaced. He let us know he would contact Homeserve with this info and they would be in touch ASAP. Two days later we had heard nothing, so I called Homeserve to be told Down Home Plumbing had never sent them the information. They assured me they would follow up with Down Home Plumbing and send the repair request for approval. Another 24 hours later, I got a call from Homeserve saying we needed to remove the tree that had caused the root intrusion. I informed them it would be down that day. They then asked if we would like to add a cleanout to the main line at the street at an out of pocket cost of $830. I told them no. They said that was fine and Down Home Plumbing would be in touch to schedule the repair. After I didn't hear from Down Home Plumbing for another 48 hours, I called them and was informed that they had told Homeserve the installation of the cleanout was mandatory by code and they could not schedule the work. Homeserve got it wrong! Had I not called Down Home Plumbing, no one would have called me. Mind you my sewer line has backed up for 2+ weeks at this point already! When I called Homeserve they refused to take any responsibility for their miscommunication and doubled down that the cleanout installation would have to be done out of my pocket because it isn't covered under their policy. I informed them that their policy states they exclude "Any replacement, correction, upgrade, or move of Your existing System in order to meet any code, law, regulation, ordinance, or utility directive, if not directly related to the necessary Covered Repair." But when you're replacing my main sewer line, putting a cleanout on it IS "directly related to the necessary covered repair." After half an hour of asking for a manager, a manager named Alisha tried to tell me the repair wouldn't work without the cleanout and then hung up on me. If that were even remotely true, that would also make it "directly related to the necessary covered repair." These people can't even read their own policy. Meanwhile, the work still isn't getting done! Avoid Homeserve like the plague. They are slow, stupid, and overpriced for the nothing they provide. And they use the worst (read cheapest) possible installers who could care less about customer service or quality workmanship.

I express my extreme dissatisfaction with the recent experience I had with your company regarding the replacement of my hot water tank. Despite having an agreement in place, I encountered numerous difficulties and ultimately ended up losing a significant amount of money. To provide some context, I entered into a service agreement with Homeserve for the maintenance and repair of my household appliances, including my hot water tank. When my tank needed to be replaced, I expected a smooth and hassle-free process as per the terms of our agreement. However, this was far from the reality of my experience. Firstly, it took an excessive amount of time and effort to even get a response from your customer service team. I made multiple phone calls, but the lack of timely and effective communication was deeply frustrating. I understand that companies may encounter high volumes of inquiries, but the level of unresponsiveness I faced was unacceptable. Moreover, despite the agreement clearly outlining that the cost of the replacement would be covered, I was informed that there would be additional charges that I had to bear. This was a blatant violation of our agreement and an unfair imposition on me as a customer. Not only did I lose money, but I also had to endure the frustration of being misled and taken advantage of. Throughout this entire process, I felt that my concerns were not given the attention and importance they deserved. The lack of transparency, professionalism, and adherence to the agreement has left me deeply disappointed in the level of service provided by Homeserve. As a customer, I should not have to endure such hardship and financial loss when seeking assistance from a company that claims to prioritize customer satisfaction. I am now left with a financial loss, and a complete lack of trust in Homeserve. It is essential that you honor your agreements and treat your customers with the respect and professionalism they deserve.

This is an ongoing saga. My home has been without water going on 3 days now. I have had to call this company 11 times and counting to try and get service. The first 'network' contractor they sent to me hung up on me (Lorenzo Plumbing). The second contractor (Atlantic Highlands) never even called. Meanwhile I had another contractor recommeded to me by the Municipal Authority that could have already repaired this water main and Homeserve refuses to approve. Now there is a storm coming to the area. I would strongly recommend anyone looking for insurance go to any other company. This service has been HORRENDOUS especially considering I could have paid for this repair myself had I just saved the money they charge me each year for their 'insurance'.

I was without heat for ONE WEEK after calling. they claimed they were waiting for a part. Even the serviceman thought it was unheard of. $500 for yearly service.

It was Homeserve $12/mo subscription call. Took them 2 tries. The second a few days after the first attempt failed. First guy had a bad attitude, tried to wiggle out of it, used profanity (I think a tool may have broken) and left the place a mess. Three days later it was clear the job wasn't done as the backup restarted. The second crew was better, more professional and competent. It's been 3 months and no further problems.

I am currently waiting and it is ridiculous when you pay $400.00 a year for hvac repair and emergency then when you need them they tell you the next day because they are too busy. What a Joke. I am waiting for my pipes to freeze it is only 39 degrees in my home since last night. When I signed up for this contract they told me they guaranteed same day service for their customers under contract in emergencies. They told me yesterday that they had hired outside techs but still could not service me that day. I asked them if the worked around the clock and I was told they work from 8:00 AM only until 10:00 PM. I would think that they would authorize overtime and work around the clock to not be backlogged to not service their people. ABSOLUTELY TERRIBLE SITUATION DO NOT CONSIDER HIRING THEM.. I live in a condo complex or 240 homes and have got them several new accounts but I am now asking them to find another company as I will do.

The technicians were knowledgeable and courteous. However, the communication system between the call center, the technicians, and the customer left much to be desired. Despite the cold weather, I was also not able to get anyone for a "no heat" call until the next day (twice). This is not my idea of emergency service. As stated, the service men who came out were skilled and courteous. I would employ those people again.

It went great! The technician was very knowledgeable and thorough in his work.I would recommend the company to anyone.

.............

We have a contract with them. They charge our account monthly.  We have had the contract for many years. They always come when they say they are gonna come. They did a good job. To put freon in the a/c and they came just when they said they were gonna come, thank god because we were had another a heat wave.

It was no cost because I have a contract with them, I don't know how much it is. They were good. I don't remember what the price is, I would presume they were fine. The responsiveness was fine. They were on time. They were very professional.

I'd give them all "A's" and I'd use them again.  The overall service was good.  They were pretty timely, everything they did was just as described.

It is $37.00 a month and all the parts were included, there was no additional cost. They were here hours. Their work is reliable, their help is excellent. They are a little pricey, the insurance fee per month. They did over $1000 within eight hours of my call. At that point I was coming out even.

So far it is working out fine. I have not had any problem with them. They came when they said they would. I liked their reliability. It took maybe an hour for service to be done.

I have a contract with Home Serve.  I been with Home Serve, for what, 9 years now or 10 something like that. Home Serve do a beautiful job every year.  They do inspection on my boiler, check everything anything that's a problem they repair and fix it.  That's part of the contract.  I have no problem with them so far  I've been with them for a very long time. I use them every year in August, they come there before the Winter they would come there and service my boiler.  They due to come back again this year in August again to make sure my boiler is running good for the Winter. It's part of the contract.  I pay three-something a year for it and every year I call and any problem with the boiler, that's included in the price, for parts and labor all that stuff.  It's beautiful.  Something was wrong with my, I think my ignition light with my boiler.  They came and they repair it and they were gone.  Very professional, when the guys come there they explain to you, you know, they explain things to you as they work.  You ask them questions and they break it down to you, which I have done numerous times, you know what I mean.  They tell me how often should I change the water in my boiler.  They talk to you, the repair guys are very good.  They come there they do their job and they go on.  Because the price I paid every year and the labor and the parts, if I had to that with a plumber, it would be a lot more than that, way a lot more. Right, so the price I pay with the contract comes to $300 a  year,  and that includes parts and labor, oh yeah I'll take that anytime.  I would never let them go.  When you call them they give you a window, you know, what time the technician gonna be there.  I've never had a problem, I've been with them a very long time and I have never had any problem with them.  When I call them. they tell me the time they coming, and they always there.  I'm not home, my wife is home and they came and left and she text me while I'm at work.  The guy came there did the boiler, and he go on.  I like that.

It's about $125 for the year.

There was no cost of service. The problem is this, in New York, when you have a contract for home services, it runs rather expensive. We started off with, they weren't called HomeServe, but they were another company, for the contract for the air conditioning and the heating alone. And right now that's pretty expensive if you want to add anything on. They've added other things like plumbing and things like that. By the time you add that over to a contract, it's going to run you over $600 a year. The thing is, in Florida, we have a small place there, the same contract that includes all these things is right around $250. So the New York area is high priced for contracts and some people have them, but we have it on the basic heating and air conditioning.

There is always something that needs to be replaced over and over. We have used them for many years.

They never sent the policy, even after repeated calls and emails. But they billed me regularly. I cancelled.

.

unknown

unknown

unknown

I have a contract with them. I called and set up the appointment. It was very easy. They are prompt. They do whatever they have to do. I haven't had any quality issues after they've been gone. They cover both my heating and my central air system. I have been satisfied so far.