HomeServe Reviews - www.homeserve.com

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★★★☆☆
3.2 / 5
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Latest Reviews

★☆☆☆☆

“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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★☆☆☆☆

“DO NOT TRUST THIS COMPANY”

Written on: 22/10/2015 by 121Slaughter (1 review written)

I have never dealt with such an unprofessional company. When they say everything is covered do not believe them. When they say they will refund you - DO NOT BELIEVE THEM. Have to take case to trading standards and my bank is pursuing them for taking unauthorised payments from my account. BE WARNED. And the Manager Nita was the last call and wow - she will be winning the worst customer services award ever - Never been talked to by someone so rude but hey at least she agreed that i should go… Read Full Review

By Homeserveuk

Written on: 23/10/2015

Good evening,

This doesn't sound great and we would like to find out what has happened here. Thank you for taking the time to leave feedback and being honest about your experiences as this helps us to make improvements where we need to. Send us an e-mail with your details and we can look into this.

Rebecca
Here To Help Team

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★☆☆☆☆

“Boiler problem”

Written on: 17/10/2015 by DylanMadden (1 review written)

Boiler had a leak home serve said a contractor will be coming the following day between 12 to 6 pm contractor (plumber)came 7pm and said he is the wrong man for the job so he phoned homeserve and rescheduled another contractor (electrician) the following day. The electrician came and said he is the wrong man for the job so he phoned homeserve and scheduled another contractor to come on a wednesday and told us to wait from 8 to 12 pm but came 2pm still no contractor. So a total of three days… Read Full Review

By Homeserveuk

Written on: 19/10/2015

Good Afternoon,

Thanks for taking the time to contact us, it doesn't sound like you've had a great experience with us so far. It's very disappointing to hear of what seems to be lack of communication and I can assure you this wouldn't be intentional. We'd like the chance to look into this for you to ensure the service issue get's sorted. Please email us with your policy details.

Speak soon

Connor
Here To Help Team

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★★★★☆

“Non flushing toilet”

Written on: 12/10/2015 by rhNeal1986 (1 review written)

Plumber came on day of report, could not fix in time allocated, but said he would return two days later. A new plumber arrived two days later with an apprentice, installed a new syphon and valve, and did an excellent job. They were pleasant and polite, and left no mess. Well pleased with the end result, although the delay was a bit frustrating… Read Full Review

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★★★★★

“Burst mains water pipe”

Written on: 10/10/2015

The leak was traced by Severn Trent Water Co. onto my property (garden). Homeserve responded promptly, and the engineer was quick in locating the leak, dug down to the pipe and replaced a length and fitted two joints. He tidied up very well considering the amount of soil and clay he had to remove, and I would say they the whole process was handled quickly, efficiently and courteously. I really can't imagine that it could have been done any better than it was. … Read Full Review

By Homeserveuk

Written on: 12/10/2015

Good Afternoon

This is great feedback to hear about our colleagues, we do aim to provide effortless customer service for our customers and it’s brilliant to hear that you’ve had a great experience.

If you'd like us to pass on your feedback you can certainly email your details to the email address located at the top of our page.

Leah
Here To Help Team

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★☆☆☆☆

“Un-containable leaking valve in airing cupboard”

Written on: 09/10/2015 by xiPatterson276 (1 review written)

Waited all day for engineer; then told part wasn't covered; no exceptions listed in contact; after phone calls eventually agreed to do; waited a further three days for part; engineer fixed but did not use carpet covers… Read Full Review

By Homeserveuk

Written on: 12/10/2015

Good Afternoon

Thanks for getting in touch with us and sharing your feedback. I understand your frustration in regards to this issue and this is not the way we like to work at HomeServe.

I’d like the chance to look into this and try to restore your faith in our service.
Please send us an email with your policy details – you can send this to the email address at the top of our page.

Leah
Here To Help Team

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★★★★☆

“Late night toilet blockage”

Written on: 08/10/2015

Horrified when toilet blockage occurred at bedtime with foreign visitors staying. Initially engineer gave a choice of between midnight and 3am or the next morning. With only one loo we agreed to the first option, preparing for the long wait by knocking the elderly neighbours up to use their loo so our visitors could retire to bed. Within the half hour the plumber arrived and was gone again by midnight. Oh for the cost of a plunger £50 could Be saved. Rapid service well delivered… Read Full Review

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★★★★★

“Helpful Service”

Written on: 20/09/2015 by Ace356 (1 review written)

You say not to mention staff so I wont mention names. But it is the staff who turn up who make the difference to the whole experience. The people who helped me were excellent and made the whole experience as pleasant as it can be in the circumstances… Read Full Review

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