Hopeless response to a genuine emergency.

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MadelynnHarris-Alt's review of HomeServe Reviews - homeserve.com

“Hopeless response to a genuine emergency.”

★☆☆☆☆

written by MadelynnHarris-Alt on 22/06/2016

On at this would leave our house the 20th of June a workman installing a new garage door inadvertently drilled through our water supply pipe. On contacting Homeserve I was informed that the earliest an Engineer could visit would be the 1st of July, could you believe! They appeared unconcerned this would leave our house without water for twelve days.
In the event, a local plumber was willing to drop tools and come to our rescue, repairing the leak in under two hours.
We have faithfully paid our premiums to Homeserve for many years, and this is the way they have treated us. Utterly without concern.
Needless to say, we have cancelled our policy.
I wrote a critique on another website, and Homeserve's response was truly pathetic. I wonder if they will repeat it here. It's worth a good laugh.

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Homeserveuk's Comment

Written on: 24/06/2016

Hi,

Thanks for making us aware of this and sharing your experience. I’m sorry to hear you were unhappy with the appointment slot provided. Whenever a Customer needs our help we aim to offer an appointment as soon as possible. It’s not great the earliest appointment we could offer was in July, which regrettably has resulted in you choosing to leave us. Hopefully you can appreciate that we have to prioritise our claims. We have a national network of directly-employed plumbing, drainage and related-trades engineers, backed up by an extensive contractor network to ensure we can be there when our Customers need us. I’m sorry we weren’t able to offer you an earlier appointment time on this occasion.

I understand from our conversation with you that we’ve offered to look into reimbursing the cost of your private repair upon receipt of an invoice. That offer still stands and we’ll follow up with that once we receive contact from you. I’d like to apologise for any inconvenience this may have caused.

If you’d like to reach the team please email us.

Alice
Here To Help Team

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Durannie's Comment

Written on: 13/08/2016

I too had a similar experience and cancelled my policy as a result. Apparently 'emergency response' can be anything up to 14 days! Joke!

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