Verified Company
My furnace went out on a Monday evening. I contacted Homeserve in the morning and never heard back from any providers. I called four times four hours apart. The last person told me that no one could get to my home until Thursday! I have been paying for this service for 30 years. Very unhappy.
We had an emergency furnace repair needed during the bitter January/February cold. It took 3 full days for them to send a technician. When he finally arrived, it was clear his priority wasn’t restoring heat—it was selling us a brand-new furnace.
The error code pointed to the pressure sensor. Instead of addressing that (a very common, often minor issue), he pulled around control board wiring, then inserted a camera probe into the heat exchanger, and immediately claimed it was a heat exchanger CO safety issue, spent 20 minutes trying to find something inside the heat exchanger. He even told us none of the CO monitors are correct, which is misleading and unhelpful.
Our furnace had been down for those 3 days, but we were managing by running the blower fan to circulate heat from the fireplace. Shockingly, even the fan stopped working right after this tech left—suggesting something was disturbed during his visit.
Desperate, we called a different technician urgently. He had the furnace up and running in just 5 minutes with simple cleanup—no parts replaced, no CO issues found. He didn’t even charge for the service, but I insisted on paying him $100 for his honesty and care to help resolve the issue. I know my furnace is old but it had been tuned up and was told it was in a great shape despite being 20+ years old. I’ll replace it for sure but not with this dishonest company.
This experience was the final straw. We immediately cancelled our service/repair plan and will never sign up for one again. Strongly recommend getting second opinion. Cannot trust anyone they send.
Beyond frustrating. I have had HomeServe for 12+ years as I have older appliances and expected problems. I pay extra for the replacement option, so I've paid around $8000 to the company. This year, I finally was able to use the replacement option as two of my appliances were condemned. My furness went out in November. It took a week and a half for someone to come out, which is hard during a Minnesota winter. They condemned it, but didn't get us an estimate for work for another week and a half. By that time, we had gone with another company.
Then my Kenmore washer stopped draining. Another week and a half to get someone out to look at it. Control board ordered. Part defective. Another control board ordered. SIX weeks later, he came to install it and it still didn't work. He got the okay to condemn the machine and gave us recommendations on new machines to order. Then we find out the repair man mentioned in the report that it "could be" an issue with the bearing so we were not eligible for a replacement. He had never once, in the 3 times he was in our home, mentioned the bearing. We had no loud noises, squealing, vibrations, or knocking - only a drainage problem - but because this was in our report, we are ineligible.
We have gone over six weeks without a washing machine with a newborn in our house, spent hundreds of dollars and precious time at the laundromat, and countless blood boiling hours on the phone with the company and have nothing to show for it!
They do not return our calls, do not let us speak to a manager, do not give us access to the technicians reports, and will not let us speak to the technician, or send a separate technician to verify. They suggest we hire our own separate technician to refute it.
All of this for $500 replacement cost from a company we have paid over $8000 over the years!
I will be contacting Xcel to complain about this and the attorney general.
Jojes on you if you subscribe with them. Payed $350 a year for 7 years which is more than $2,000 and when my fridge broke and wouldn't cool anymore they sent their technicians and then told me that the "compressor" isn't covered for my fridge. Meaning they are playing games.
Useless insurrance.
I have been an Xcel energy/Homesmart customer (and advocate) for well over 15yrs with many repairs done through this service including replacement of 4 appliances including our furnace. Now I am dealing with HomeServe for the fist time regarding our water heater and the experience has been nothing short of terrible. Polite people but low sense of urgency and a lack of knowledge about the appliance sales program in Minnesota. After my water heater was condemned, I did not receive a call with a clear explanation of next steps. I have called Homeserve half a dozen times in 24 hours and received conflicting information. I have been left to fend for myself to resolve my problem.
HomeSmart programs aren’t there when you need them . We have been adding $26 a month to our Xcel Energy Bill to cover our appliances at our home for more than 10 years . We called for someone to be dispatched to our home a technician needed for our refrigerator . Since our freezer not working after finding food no longer freezing and after putting another manual temp reading device we discovered our refrigerator was 48 degrees Danger Zone not 34 as the control box indicated. They said they would dispatch someone within 48 hours . Well our appt was cancelled and then put out another 3 days and the last straw the 2nd appt was pushed out 10 businesses days .
Xcel should be ashamed of offering this service to Xcel customers. It is a SCAM and
all Customers Beware my next report is to Consumer Affairs at The State of Minnesota Attorney Generals office .
HomeServe has terrible customer service & follow up. Our fridge needs to be replaced & we are to receive a check for part of the reimbursement. I submitted the claim in early July, found out it was approved 7/9 and it is 8/20 without a check. I’ve called 6 times only to be told I would get an email update each time. Clearly, the process is broken as I have yet to get an email. If you have an option to select a different warranty service, I would select it.
Reply from Xcel Energy HomeSmart
2024.08.21
Thank you for taking the time to bring your concerns to our attention. We sincerely apologize for the delay you have experienced while being reimbursed for your appliance. We can confirm that your reimbursement claim has been submitted and a check will be sent to you via FedEx within 15 business days. If you have any additional questions, please reach out so we can assist you.
Called May 20, 2024 to have dishwasher fixed. Told me HomeSmart switched to HomeServe and HomeServe had no information on me and I had to call Xcel. Service Rep couldn't help me, said she would send an email to someone. Days later I called again and no help again from Rep so asked for a supervisor. May 30 supervisor called and said Nicole who handles the issues with the HomeSmart/Serve transition will call me in a few days. She never called. Called again and was given an email address as Reps cannot help me. Sent email on June 11 and still no return call. It's now been almost a month with broken dishwasher and NO ONE HAS CALLED ME BACK. What if it was my water heater, or my furnace in the winter that quit working? I'm supposed to wait for a month and no one can find my contract? How does Nicole have a job when she can't bother to call me to get this straightened out. Save your money for a real repair service and do not sign up with this scam.
This company doesn't return phone calls and when you do get someone one the phone they do not fix any problems. I have been told that we are getting taken care of, but my AC unit is still not working months after it was improperly installed by a contracted technician. Matt Montgomery himself has said that he was going to get to the bottom of our issue and weeks have gone by without AC. Matt's employee bio says that he takes care of his customer's needs, which hasn't happened. Their salesman Jim Dudley has ghosted us as well. The unit was not installed properly per a service tech from another company and he said that it needs to be reinstalled correctly so it doesn't leak water and coolant has been added twice. We are making monthly payments on a unit that hasn't worked right since installed improperly months ago. DO NOT USE THIS COMPANY!!!
Reply from Xcel Energy HomeSmart
2024.06.20
Thank you for sharing your concerns, Ryan. We sincerely apologize for the troubles you have faced while dealing with this situation. We can confirm that the part needed for your air conditioner has been ordered and should have already arrived to you. We have also contacted the technician to schedule an appointment to install this part. Please let us know if you have any remaining concerns.
Failed to tell me they were no longer in business and someone else took over. Got a credit on my account and no appliance repair plan because they ghosted me. Zero stars!
Reply from Xcel Energy HomeSmart
2024.06.10
Thank you for sharing your concerns, Angela. We apologize if it was not communicated to you that HomeSmart Repair Plans are now being administered by HomeServe, as of March 2024. We can confirm that letters were sent to customers’ homes around that time. We are still here to help our customers and would love the chance to make this right. Please contact us at 866-837-9762 and select option 1, and then option 1 again, and then option 1 again if you’d like to speak with us regarding your coverage.
Quick service within 24-48 hours with knowledgeable people to help troubleshoot and repair the issue!
Reply from Xcel Energy HomeSmart
2024.04.25
Thank you for sharing your experience with us, Chantelle! We are pleased to hear your issue was resolved quickly. Please let us know if there's anything we can assist you with in the future.
