HomeServe Reviews - www.homeserve.com

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★★★☆☆
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Latest Reviews

★☆☆☆☆

“Hopeless response to a genuine emergency.”

Written on: 22/06/2016 by MadelynnHarris-Alt (1 review written)

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… Read Full Review

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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★☆☆☆☆

“Dont join Homeserve”

Written on: 21/06/2016 by Exhomeservecustomer (0 reviews written)

Call to Homeserve on 17/06/16 to report leak from wastepipe in kitchen floor. Appointment booked for 19/06/16. Plumber arrived on 19/09/16, said the waste pipe was cracked and the concrete surrounding it needed to be dug up to see the full problem. Appointment was made for 20/06/16. Plumbers arrived 20/06/16, dug the concrete up, went out to buy the parts they needed and a tub of concrete and repaired the pipe. They did not finish the job as they said there was a blockage and the drainage… Read Full Review

Homeserveuk's Response to Exhomeservecustomer's Review

Written on: 22/06/2016

Hi,

Thanks for your bringing this to our attention. I can assure you that we absolutely care about our Customers, their views and experiences, so I’m disappointed to read about your service issues when making a claim with us.

Whenever a Customer makes a claim, it’s our priority to get things resolved as soon as we can and to the best possible standard. From reading your comments it doesn’t seem like that has been the case for you.

All of our engineers and contractors are HomeServe approved. This is so we can be sure that they provide the best Customer service possible. It does seem as though there has been some miscommunication and I’d like to apologise for that. I’d very much like to understand what happened when we came out to you and I’d welcome the opportunity to try and put this right. So we can discuss this please can get in touch using our contact details which can be found at the top of this page.

Speak soon

Leah
Here To Help Team

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★☆☆☆☆

“RIPOFF HOMESERVE”

Written on: 09/06/2016 by Downey337 (1 review written)

My recent renewal went up by almost £100 from the previous year's premium. This is despite me not making any claims in the 12 month period. When I asked the customer service agent why this was, he simply said he didn't know. He said he would get someone to call me back with an explanation. Gues what - still waiting for that call ! Homeserve is a complete ripoff. I suggest you avoid them… Read Full Review

By Homeserveuk

Written on: 09/06/2016

Hi there,

Thank you for leaving a review. We do believe we price our products fairly. The prices are in line with the value that we give our Customers, both in terms of peace of mind and the products and services offered, and the costs of providing this. And, actually, improving the value we give is something we are continually working on.

We’ve focused on rewarding our Customers’ loyalty by enhancing our products to cover more whilst providing a better and faster service for the same price.

Also, we try to ensure our pricing specifically takes into account our Customers’ individual circumstances and we’re always happy to discuss cover levels and pricing with individuals. If you would like to discuss your cover with us or have any other questions please send your policy details to email address at the top of our page.

Kind Regards

Rebecca
Here To Help Team

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★☆☆☆☆

“did not turn up two days in a row!”

Written on: 30/04/2016 by Abbottlj198 (1 review written)

got a home emergency cover a week ago. the first step was getting CP12 certification; Homeserve arranged for a Gas engineer to visit the property ( a flat) between 12 and 5PM. I was told the Engineer( sub contracted) would call my mobile 20 minutes before arrival. I was in the flat at 12.00. At 12.03 i get a call from the sub contractor's office explaining why the Engineer has not been able to come-apparently, he did not find a parking place. This was absurd as there were at least 3 parking… Read Full Review

Homeserveuk's Comment

Written on: 06/05/2016

Hi there

Thanks for taking the time to get in touch with us. I assure you we do care about our Customers, their experiences and their opinions and this is not the level of service we aim to provide here at HomeServe.

When making an appointment it is our priority to get these completed as soon as we can, and we do aim to keep you updated throughout the claims process. I’m really disappointed to see this wasn’t the case for you. I understand your frustration on this as having to wait around for us to arrive isn’t ideal and I’d like to find out what happened.

Please send your policy details to the email address at the top of our page. Once I receive your details I’ll pick this up and hopefully will be able tp restore your faith in our service.

Speak soon

Leah
Here To Help Team

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★☆☆☆☆

“Arrived ealier than his ETA but would not wait the 10...”

Written on: 22/04/2016 by MRLO (1 review written)

Got an ETA of 12 noon - 4pm so I abandoned all work driving back to make it at 12 noon and to wait. Guess what, when I was 10 miniutes away in the car, the engineer rang at 11:45am saying that he is outside. Oh yes, of course, he would not wait for the 10 minutes. He would rather have his colleague coming the whole way again another day. What a waste of the company's resource as well as the customers time, the latter meaning nothing of course. … Read Full Review

Homeserveuk's Response to MRLO's Review

Written on: 25/04/2016

Hi

Thanks for bringing this to our attention. We aim to make it as easy as we can for our Customers when making a claim. I'd like to apologise that the engineer wasn't able to be more flexible and wait for you to return home. I appreciate it’s not ideal having to arrange for another day and it’s disappointing to see you rate us 1 star as a result of this.

I’d like to find out what happened here and try to help turn this situation around. Please send your policy details to email address at the top of our page and I’ll certainly look into this further.

Speak soon

Leah
Here To Help Team

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★★☆☆☆

“Disappointed”

Written on: 11/04/2016 by rcynberg (1 review written)

Had a radiator leak on a Saturday evening , called home serve a engineer and isolated the radiator and arranged for a new radiator to be fitted the following Thursday in between we discovered only one eadiator and no hot water we called again do arranged for another call next day he engineer called got all the down stairs rads working but not upstairs , but said we have a blockage in a pip in the loft and this would need changing and would be done on Thursday with the radiator all is well till… Read Full Review

Homeserveuk's Response to rcynberg's Review

Written on: 12/04/2016

Hi there

Thanks for taking the time to bring this to our attention. I’m sorry to read your comments and would very much welcome the opportunity to look into this for you.

We aim to get all work completed first time around for our Customers and I’m sorry you still have an ongoing service issue. It seems you haven’t received the kind of service we aim to provide and it’s disappointing to read about the issues you’ve experienced.

I’d like to look into this further and try to find out what’s happening. I realise this can’t have been easy for you, but if you could send your contact details to the email address which can be found at the top of our page, we’ll look into this for you.

Speak soon

Leah
Here To Help Team

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★★☆☆☆

“cancelled appointment - again”

Written on: 01/04/2016

Usual thing, becoming a habit with them. Booked boiler service, took time off work, 30 mins before end of time slot, engineer called to say he'd been called on an emergency SAME EXCUSE AS LAST YEAR. Result, paying for an expensive policy and 2 days loss of earnings - NOT HAPPY Loss of income £140, compensation offered £30, asked for a formal complaint to be raised, received a call back stating due to the reason e.g. missed appointment, would not be taken further. Letter of complaint written… Read Full Review

By Homeserveuk

Written on: 11/04/2016

Hi there,

Thanks for bringing this to our attention.

Sometimes when emergencies do arise we do have to alter appointments which I realise wasn’t convenient for you. It’s not great to hear your appointment was cancelled before the end of your time slot and I’d like to apologise for this. I would like the opportunity to look into what’s happened here, if you could please email us over your details to the email address at the top of the page, I’ll pick this up right away.

Hope to hear from you soon,
Alice
Here To Help Team

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★☆☆☆☆

“Boiler breakdown cover break down ”

Written on: 20/01/2016 by Karissat474 (1 review written)

I have a boiler cover with Homeserve,and my boiler stopped working on Saturday,called Home serve to be told they can only arrange for someone to see the boiler on Monday between 08-12.Waited patiently as instructed by the guy from home serve who read the policy,but Monday lunchtime still no engineer knocking on my door.Called them,to be told they dont have anybody available until Wednesday.They would have left my family with a 2 year old without heating and hot water for 5 DAYS.Not very… Read Full Review

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★☆☆☆☆

“Waste of time”

Written on: 03/01/2016 by 1956Davies (1 review written)

We have been with home serve for 10 years, our boiler has been routinely serviced and maintained, on the last service just before xmas, the engineer said we needed 3 or 4 parts, went then away on our hols. Got home today to find home serve have cancelled our policy after 10 years, because they have decided our megaflow boiler will cost more to repair than they want to pay. What is the point in paying for breakdown insurance for 10 years if they cancel your policy when they don't want to… Read Full Review

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★☆☆☆☆

“Waste of time”

Written on: 03/01/2016 by 1956Davies (1 review written)

We have been with home serve for 10 years, our boiler has been routinely serviced and maintained, on the last service just before xmas, the engineer said we needed 3 or 4 parts, went then away on our hols. Got home today to find home serve have cancelled our policy after 10 years, because they have decided our megaflow boiler will cost more to repair than they want to pay. What is the point in paying for breakdown insurance for 10 years if they cancel your policy when they don't want to… Read Full Review

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★☆☆☆☆

“Terrible service - avoid at all costs!”

Written on: 02/01/2016 by MckenzieMurray200 (1 review written)

My mother has had HomeServe water pipe insurance for a number of years. This year she renewed her policy and paid by cheque. 2 weeks later she received another renewal notice so, to avoid the possibility of being uninsured, she paid again by card over the telephone. When she got her bank statement in, two payments had been taken so she contacted HomeServe to let them know and to ask for a refund. They asked her to send a copy of her bank statement. This still wasn't sufficient for them. We… Read Full Review

Homeserveuk's Comment

Written on: 02/01/2016

Hi there

Thanks for bringing this to our attention. We do aim to make things as easy as we can for our Customers.

I can understand why you’re so upset by this and I’d like the opportunity to look into this further for you.

If you could look on our profile page to see our contact details and send over the policy information I will pick this up and do my best to restore your faith in HomeServe.

Speak soon

Leah
Here To Help Team

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★☆☆☆☆

“Avoid Homeserve”

Written on: 31/12/2015 by ToriBurton (1 review written)

very bad service level. They dont seems to care about customers needs. I have been living without hotwater or central heating for almost a month. The plumbers they deal with are terrible and have no sense of urgency. They take days to arrive and no idea how long it takes them to fix a problem coz my heating is still not fixed… Read Full Review

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★☆☆☆☆

“Waste of time”

Written on: 05/12/2015 by Pierceoc1983 (1 review written)

They are not even worth one star I arranged for a service from my tennant the man turned up said that there was a problem with the flue and a new part was needed , in the middle of winter no heating or hot water for seven days and I am still waiting for the part you ring up and get fobbed of I rang the heating company who are doing the repairs I was told that they would get back to me they never did ,if it walks and quacks its a duck if it turns up on a horse it's a him… Read Full Review

By Homeserveuk

Written on: 08/12/2015

Good afternoon,

Thank you for bringing this to our attention. I understand your tenants being without heating and hot water in the winter is not a great situation to be in. We don’t intentionally give incorrect information and I apologise you feel this is the case. I’d like to look into this further to see what’s going on here. If you could please get in touch using our contact details at the top of the page, we’ll do our best to try and help.

Alice
Here To Help Team.

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★☆☆☆☆

“Freezing baby tonight !!!!!”

Written on: 20/11/2015

We are sitting here on the coldest night of the year which is predicted to be below freezing with a 10 month old baby in the cold because an engineer from SURE who came to just replace a cable has now decided that the boiler now needs 7 different new parts, REALLY cos this is the same engineer who was here less than 48 hrs ago to fit a new sump , which he did , he then says it needs this cable comes to fit cable but now needs 7 parts, didn't say this 48 hrs ago. Then as he is leaving I ask him… Read Full Review

Homeserveuk's Comment

Written on: 21/11/2015

Good morning,

Thank you for taking the time to share a review. It doesn’t sound like you’ve had a great experience and I’d like to apologise for this.

First things first, we need to get to the bottom of what is happening. You can find the contact details at the top of this page and if you are able, please get in touch so I can find out where we are.

Look forward to hearing from you.

Alice
Here To Help Team.

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Julia X's Comment

Written on: 23/11/2015

Well it has only got worse, it's now Monday still no progresss, spoke to manager, never rang back, spoke to manager called Helen , never called back, baby now got chest cold and on medication thanks for that, feel free to read all the information on the screen file claim no 165965029 as everyone does and puts us on old when we call and then we verbally explain the situation ,appalling service,never missed a payment in 10 years thougoughly loyal even getting umpteen neighbours and family to sign up to your company, and this is how you treat us, just please send someone out to turn my heating back on as your engineer incompetently left us in minus degree weather with a young baby .also called you again at 1pm and you said you waiting for report from engineer, have spoke to girl at sure and sent the report on FRIDAY so we have suffered all weekend

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Luckyles's Comment

Written on: 22/11/2015

As you can see in my review I had the same/similar problems with homeserve/sure maintenance so I fired them off, I rang a company called K&M maintenance and it was fixed within 30 mins at a cost of £30.
I sugest you do the same, good luck.

Mr Leech

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★☆☆☆☆

“WORST COMPANY I HAVE EVER HAD TO DEAL WITH.”

Written on: 18/11/2015 by luckyles (1 review written)

I had a leak on my boiler so as I had a policy with HomeServe they sent someone out on the 9th October, I was told I was not covered but I could take out a new policy for £240 so I did. Even though the engineer told them what the fault was they sent someone out on the 12th to fix it (well that's what I thought) he turned the boiler off leaving us in a freezing house with no hot water, my wife phoned them up and after being told she would have to pay another £50 they said "someone will come on… Read Full Review

Homeserveuk's Response to luckyles's Review

Written on: 20/11/2015

Hi

Thanks you for getting in touch and sharing your experience.

I'm really sorry for the inconvenience you've experienced. We do always aim to get it right the first time, but sometimes, as in your case delays occur. This isn’t the way we like to work at HomeServe and I’d welcome the chance to find out a little more about what happened. Please get in touch with us so we can discuss this further. You can find our contact details at the top of this page.

Speak soon

Leah
Here To Help Team

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Luckyles's reply to Homeserveuk's Comment

Written on: 23/11/2015

Your company sent out Sure maintenance to fix our boiler that had a drip, he came out on the Thursday the guy that came out said it needs a valve and the heat pads needed replacing as they were broken" so switched our heating off "saying it was dangerous" so we had no hot water or heating. You then sent out another engineer on Saturday who as soon as he looked at it said it was inaccessible" even after the first engineer had taken it apart, so he then left after an exchange of words after doing nothing, we then rang you up and you said "you would send out heaters" as we were freezing and "we would be contacted on the Monday", you never did so I had to go out and buy some heaters myself, also you never rang us on the Monday. On Tuesday I rang customer service and you said "you will be phoned up within 2 hours" we were not so rang back twice more, on both occasions we were told "we would be rang back", we were not on the Wednesday I rang again to be told "we would be receive a call back in 2 hours again" after pointing out that your company had said the same the day before, we received no phone call.
I then got in contact with Sure maintenance on the Thursday myself who said "the boiler was inaccessible" and they said "they would ring me back to tell me what was happening" no phone call came so after ringing them back and the seemed like they were disinterested, I then rang your company back to cancel my policy on Thursday evening, after I had had no heating or hot water for over 1 week I had had enough.
I organised another company to come out on the Friday and it took the engineer 30 minutes to fix it, the heat pads were fine (he showed me) and it just needed a little fixing like a screw (he had a pocket full of them) so how Sure maintenance had to order parts is beyond me. I did not ring the number at the top of this page as I don't want the run-around again.

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★☆☆☆☆

“rip off merchants”

Written on: 08/11/2015 by Gillespiezk145 (1 review written)

The worst company i have ever come across in my entire life!!!! Don't waste your money - don't use them. Save the money up rather that waste it. when you need to make a claim thats when the problems start. once they have your money thats it. read about them on google and watch dog thats enough proof on them.. wished i had done that before parting with my money. LESSON LEARNED… Read Full Review

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★☆☆☆☆

“No stars if you had them”

Written on: 04/11/2015 by DevynBaxter (1 review written)

So you pay your monthly premium. When you call, the first thing they want is more money. Then they call you back with a time. In my case, in four days time for a water leak. This on top of my monthly fee. Absolutely useless. Don't bother with this company. It's much cheaper to add home emergency cover to your home insurance… Read Full Review

Homeserveuk's Comment

Written on: 06/11/2015

Good Afternoon,

I appreciate you taking the time to leave a review. I'd like to know a bit more about the issue you've had so that I can try to help and resolve this. Sometimes, as in your case, not all claims go as planned, and from your comments it’s clear we’ve failed to meet your expectations on this occasion.

So that I can try to get this matter resolved for you, please email us with your policy details and a brief description on what’s happened.

Speak soon

Connor
Here To Help Team

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★☆☆☆☆

“Boiler service is a lie, and no CP12 certificate is sent”

Written on: 03/11/2015 by 400Scott (1 review written)

I am a recent new customer (Landlord's Gas Central Heating Cover) and I am already being taken for a ride. I scheduled my CP12 and boiler service for Oct 28. My tenants had indicated that the boiler is fine but needs the reset button hitting quite regularly so were keen to get an opinion on this at the service and maybe a fix. Having spoken to my tenant, all the boiler guy did was attach some “piece of kit” to the boiler and said everything was ok. That was it. Nothing else was looked at… Read Full Review

By Homeserveuk

Written on: 04/11/2015

Thanks for getting in touch and bringing this to our attention.
This is not sounding great, I do appreciate having no heating in this cold can be quite major.
I understand that having to wait for this to be sent to you can be frustrating and I would like to look into this for you.
If you could send over your details to the email address on our profile I can certainly do this for you.
Speak Soon
Leah
Here To Help Team

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★★★★★

“Very good srvice”

Written on: 29/10/2015

What super service I received from my home serve plumbing policy ontacted at 10oclock by early afternoon the bathroom leak had been repaired by a very helpful and efficient plumber. Can,t believe How everything was sorted so quickly. … Read Full Review

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★☆☆☆☆

“"Terrible" is far too complimentary”

Written on: 24/10/2015 by debchalk (1 review written)

Unfortunately there is no option to give no stars. Yesterday, I was assured someone would come to fix my heating system between 0800-1700 today (Saturday 24th Oct 15) and received my confirmation sms from Homeserve. At 1115 I called to get an update and was told the appointment needed to be rescheduled due to the engineer calling in sick. The next person I talked to told me there was never availability in the first place. And the next person I talked to said that my job just wasn't considered… Read Full Review

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