HomeServe Reviews - www.homeserve.com

★★★☆☆
3.1 / 5
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Latest Reviews

★☆☆☆☆

“Awful experience ”

Written on: 08/12/2017 by 298Bateman (1 review written)

Lengthy battle consisting of 3h of calls, 3 appointements not homoured. No hot water for a week. Ended up calling an emergency guy that came the same day. Trying to get reimbursed. A simple business model of over selling and under serving - would NOT recommend!… Read Full Review

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★☆☆☆☆

“Heating problem ”

Written on: 20/11/2017 by EsmeraldaMurray435 (1 review written)

This is the worst company to go with for heating cover. I had to cancel my cover due to the poor service I received from them. The problem was our heating did not switch off and was on all the time so we rang homeserve they sent 2 engineers out he tested the water looked in the loft and checked the boiler. He told me this is going to be a big job and then goes I will send the report to homeserve and another engineer will come out and do the work. The next engineer came out 3-4 days later he… Read Full Review

Homeserveuk's Comment

Written on: 20/11/2017

Hi there,

Thank you for bringing this to our attention.

We strive to provide a seamless Customer experience, from when you call us to make your claim right through to when our engineer visits your home. We care very much about our Customers and their experiences which is why I'm keen to understand what happened on this occasion.

In order for us to take a look into this, please email us your policy details so we can locate your claim. Our contact details can be found at the top of our page.

We hope to hear from you soon.

Kind regards,

Alison
Here To Help Team

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★☆☆☆☆

“Disgraceful ”

Written on: 18/11/2017

A workman for home serve came to fix a leak in the toilet system. He proceeded to forcefully remove parts from the top of the toilet system. Which caused the toilet to come away from the wall. He then denied he did this attempting to tell us it was already like this. When we attempted to discuss it with his manager he also refused to acknowledge responsibility, leaving me out of pocket £100 to get it fixed. I am counting down the days for our contract to finish I cannot stress strongly… Read Full Review

Homeserveuk's Comment

Written on: 20/11/2017

Hi there,

Thanks for reaching out to us.

What you have described sounds out of the ordinary and definitely not the level of service we expect our Customers to receive. Please email us your policy details and we’ll take a look into what’s happened here. Our contact details can be found at the top of our page.

We hope to hear from you soon.

Kind regards,

Alison
Here To Help Team

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★★★☆☆

“Stung”

Written on: 15/11/2017 by CohenBaker434 (1 review written)

Been with home serve for some years but was surprised at renewal cost for 2017/2018 and decided too expensive. Rang to cancel and was amazed to have the renewal price dropped by £130 as a mark to us being a loyal customer. Added to this was that the reduced price was cheaper than the amount I paid last year. I was so upset by now knowing I had obviously been overcharged in the past through not querying renewal prices before now. Lesson learned and no longer a customer… Read Full Review

Homeserveuk's Comment

Written on: 20/11/2017

Hi there,

I’m sorry that you’re dissatisfied with your renewal premium. When it comes to the cost of cover we do believe that we price products fairly. Our prices are in line with the value that we provide, both in terms of peace of mind and the products and services offered. Policies are also subject to annual review and are amended to reflect any changes to business costs and increased investments in our services.

Where possible we always try to ensure our pricing specifically takes into account our Customers’ circumstances and we’re always happy to discuss cover levels and pricing with individuals. I’m sorry that our offer of help wasn’t suitable for you when you contacted us recently. If you do wish to take advantage of what was discussed please call us.

Kind regards,

Alison
Here To Help Team

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★★☆☆☆

“Not very dependable”

Written on: 12/11/2017

Service man never showed up after 4 phone calls. Still waiting and it's almost 24 hrs since I placed my first call. They promise you with each call that they'll be there, BUT NO SHOW. I'm not a happy camper right now and seriously thinking of dropping HomeServe… Read Full Review

Homeserveuk's Comment

Written on: 20/11/2017

Hi there,

We appreciate you making us aware of your service issue; we would very much like to try and help you get things back on track.

Please email us your policy details and we’ll take a look into what’s happening. Our contact details can be found at the top of our page.

Hope to hear from you soon.

Kind regards,

Alison
Here To Help Team

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★☆☆☆☆

“Staff need to learn their own policy details”

Written on: 12/11/2017 by Cdorren (1 review written)

One of the worst companies to deal with, they need to train the call centre staff. Phoned to see if lock and glass replacement was covered before paying the £50 excess, confirmed by he staff member it was. Supervisor called to say that they we’re not sure that glass was covered but they checked and said it was so went ahead Paid £50 excess, work carried out at 10pm but guy who came didn’t have putty, called back the next day and they said it glass wasn’t covered, wouldn’t repair or… Read Full Review

Homeserveuk's Response to Cdorren's Review

Written on: 20/11/2017

Hi there,

Thanks for getting in touch. We appreciate your concerns and this is something we’d like to address.

With our cover it’s optional whether or not to include an excess and depending on what option you choose the price reflects that. For example, if you choose to have a policy with an excess, as you’ve done, the monthly premium is less than the standard premium. As your policy includes a £50 excess, this is applicable towards each new claim that you make. If we are unable to complete a repair we will always refund the excess back to you, however as your lock was repaired during our visit the excess fee remains payable.

We’re aware of the concerns you have raised with regards to the replacement glass and we’re currently investigating this on your behalf. We’ll be in touch soon to discuss this with you.

Kind regards,

Alison
Here To Help Team

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★☆☆☆☆

“Plumbing & Drainage Ins. Do I renew?, I don't think so”

Written on: 27/10/2017 by 7Martinez (1 review written)

I had a problem with a water leak from my water metre in my drive. It was a small leak when first reported but quickly got worse. There was no urgency from their responses when they were told of a small river running down the drive and into the rainwater run off. We were told the earliest they could send someone was in a weeks time, and that it was ok to let the water continue to leak. Who would pay for this water?, would the leak damage my drive (block paving)?,would the leak get worse?, they… Read Full Review

Homeserveuk's Comment

Written on: 30/10/2017

Hi there,

Thank you for taking the time to leave a review. I assure you, we absolutely care about the level of service we provide to our Customers. Whenever a claim is made it is our aim to get to you as soon as possible and I apologise if the appointment offered was later than expected. At the point a claim is made, we ask a number of diagnostic questions to ensure the correct engineer attends, the engineer would then complete the repair if covered under the Terms and Conditions of your policy. If the issue was not covered or was not your responsibility, he would advise you accordingly to ensure that you are provided with the next steps.

If you do wish to discuss anything further, please get in touch via the contact details featured on our business information.

Kindest regards

Rebecca
Here To Help Team

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★☆☆☆☆

“3 Missed appointments”

Written on: 16/10/2017 by Kent443 (1 review written)

Hopeless and a waste of time. Homeserve contractors failed to turn up as arranged 3 times leaving us without hot water for 10 days. Yes they are apologetic but what is the point of emergency cover if it cannot fix a problem quickly? To add insult to injury a neighbour had a Homeserve plumber turned up to service a neighbours boiler - surely a loss of service should be a higher priority?… Read Full Review

Homeserveuk's Comment

Written on: 17/10/2017

Hi there,

Thank you for bringing this to our attention. It’s never our intention for anyone to be left feeling this way and our main focus is to always get your home back up and running as soon as we can.

We should be attending when we say we will and keeping you updated along the way, so it is disappointing to learn that this didn’t happen this time. We’d very much like to take a look into the concerns you’ve raised, therefore could you please email your address details in order for us to locate your policy. Our contact details can be found at the top of our page.

Hope to hear from you soon.

Kind regards,

Alison
Here To Help Team

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★☆☆☆☆

“Dissappointing”

Written on: 08/10/2017 by wl760462a (1 review written)

Having been a loyal customer of Homeserve since 2004 I am appalled at the service I have received. Over the years my boiler cover has steadily risen and i am now paying £24.77 for standard boiler cover which I find is inconsistent with prices homeserve advertise. Recently my Boiler stopped working called Homeserve who sent an Engineer out , He told me my boiler was defective and deemed it unsafe to use and isolated the gas supply. Homeserve called me a few hours later saying they have a new… Read Full Review

Homeserveuk's Response to wl760462a's Review

Written on: 13/10/2017

Hi,

I’ve read your post and I understand why you’re disappointed with the service you received. This is something we’d welcome the opportunity to discuss with you.

The situation you’ve described is not representative of our company. To clarify, we work with our network of engineers. In instances where we aren’t able to complete a repair, we provide a new boiler should individuals, such as yourself, choose to pay for the installation costs. This should have all been explained clearly to you and we’d like to understand your situation so we can try to assist. Should you wish to get in touch you’ll find our contact details at the top of our profile page.

Kind regards,

Famena
Here To Help Team

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★☆☆☆☆

“HomeServ has been a complete waste of time and money ”

Written on: 21/09/2017 by hmRobb492 (1 review written)

I have been waiting for over a week and over 20 phone calls to get HomeServ to get a contractor out to look at my furnace. The contractors they notify don't call me, and when HomeServ calls them they can't get hold of them. They are unable to find anyone to come out. I would talk to one person and they would tell me I would be called within two hours (never happened), and then call back, only to be told that the other person had entered the repair request into the system incorrectly and it had… Read Full Review

Homeserveuk's Comment

Written on: 21/09/2017

Hi,

Thank you for bringing this to our attention.

It doesn’t sound like you’ve had a great experience with us so far. While clearly very frustrating for you, this isn’t a normal experience, and I’m really sorry.

We always strive to get things right and would like to try and help. So we can assist please get in touch with your details. You’ll find our contact details at the top of our page.

Kind regards,

Famena
Here To Help Team

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★☆☆☆☆

“Leaking gland nut of mains tap inside the house.”

Written on: 14/08/2017 by NoelleBond195 (1 review written)

Called at 10.00 am on Saturday 12 Aug 2017 to report a serious leak from the mains tap under the stairs. Was told they weren't busy and would be with us quickly; not so- we were called again and told that our emergency couldn't be done except anywhere between 12 noon and 6.00 pm. So we're a couple of pensioners, and our stairwell is filling with water fast, not just a drip but running water. We had to call a local plumber who saw our predicament and came within a half-hour. He… Read Full Review

Homeserveuk's Comment

Written on: 21/09/2017

Hi,

Thank you for bringing this to our attention.

We’re committed to helping our Customers’, but clearly on this occasion we didn’t get it for you and I’m very sorry about that.

We’re sorry you’ve chosen to leave us. Should you wish to discuss your experience in more detail we’d welcome the opportunity to speak to you. Our contact details can be found at the top of our page.

Kind regards,

Famena
Here To Help Team

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★☆☆☆☆

“was transferred to homeserve from n power in January...”

Written on: 07/08/2017 by freddie59 (1 review written)

was transferred to homeserve from n power in January 2017.homeserve contacted me in april to carry out my annual inspection.date arranged was 1st may2017 (Homeserve promised they worked bank holidays.) surprise surprise no one turned up.another date was arranged and they missed that too! I phoned up and complained made yet another date and was promised compensation of £50.(I didn't get that either ) in the mean time my boiler developed a fault.when the service engineer actually turned up on… Read Full Review

Homeserveuk's Response to freddie59's Review

Written on: 21/09/2017

Hi Freddie,

Thank you for making us aware of your experience. I’m very sorry that on this occasion we didn’t deliver the level of service we’d have expected you to receive.

The situation you’ve described is not representative of our service as a whole. I’m sorry that this wasn’t easy for you, and I’d absolutely like to apologise for any distress this caused you at the time.

If you’d like to discuss your experience in more detail please reach out to us. You’ll find our contact details at the top of our page.

Kind regards,

Famena
Here To Help Team

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★★☆☆☆

“30 Days to get service pipe fixed.”

Written on: 13/07/2017 by kgeorge4 (2 reviews written)

We spotted a bad leak in our driveway; we contacted Homeserve to be told an engineer would attend in two weeks. We contacted the water authority to notify them of the leak; they sent one of their engineers out within 2 hours, although they would not do a repair as the leak was on private land. The water authority engineer advised us not to use our boiler, because the pressure was so low it would not be safe, we were also advised to notify Homeserve of this information, we also let Homeserve… Read Full Review

Homeserveuk's Response to kgeorge4's Review

Written on: 21/09/2017

Hi,

Thank you for sharing your experience with us.

I'm disappointed to read your review. What you’ve described does not reflect our usual level of service. Your experience, whilst clearly inconvenient for you, wasn’t a typical one, so I'd very much like to apologise.

Admittedly now and then things don’t always go to plan, but we’ll always do our best to put things right wherever we can. From your comments it seems we’ve had the opportunity to look into this on your behalf. Should you wish to discuss this in more detail you’ll find our contact details at the top of our page.

Kind regards,

Famena
Here To Help Team

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★☆☆☆☆

“I cancelled the policy and they have kept taking...”

Written on: 06/07/2017 by PierreHall (1 review written)

I cancelled the policy and they have kept taking money. have been told that they will refund me but I have to wait 10 days. this is not their money to hold onto they took it without asking. I would never use these people again… Read Full Review

Homeserveuk's Comment

Written on: 10/07/2017

Hi Pierre,

Thank you for reaching out to us.

It is never our intention to place a barrier when a Customer chooses to cancel, so I’m really disappointed to learn of your recent experience. We’d very much like to take a look into what’s happened here, therefore could you please email your address details in order for us to locate your policy. Our contact details can be found at the top of our page.

Hope to hear from you soon.

Kind regards,

Alison
Here To Help Team

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★☆☆☆☆

“Save your money - Your not covered!”

Written on: 31/05/2017 by GianaRasmussen120 (1 review written)

Awful experience. There documents say "Relax your covered" but when you need to claim, you realise your not covered for anything of value. Instead Home Serve hid behind a technical word called a "Glendill cylinder" in the small print of its exclusions policy. Anyone who is not a gas engineer wouldn't know what that was. As it happens its the main large tank control system. To exclude it is like excluding the engine from car insurance. Worse is that they don't have any sense of customer duty or… Read Full Review

Homeserveuk's Comment

Written on: 12/06/2017

Hi,

Thanks for reaching out to us.

I appreciate letting us know about your recent experience. I understand your situation isn’t ideal for you; however, we always try and help our Customers when they need us.

We take the work we do seriously and aim to complete all claims. The reality is however that some things aren’t covered. We endeavour to keep our Customers’ informed of what is and isn’t covered. This is the reason we send out Terms and Conditions on an annual basis. We have Terms and Conditions in place so that we can be clear about what our service provides.

If you’d like to discuss anything in more detail you’ll find our contact details at the top of our page.

Kind regards,

Famena
Here To Help Team

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Cha-Cha's Comment

Written on: 28/07/2017

Oh, please :) You are paid to be nice. Why else would you even bother answering at all? I have had so many issues with you, that a paper of the Great Wall size itself won`t be enough. I`ve been canceled at the last minute, your engineers won`t show up, you`d cancel the appointments without even letting me know, etc. So, tell me... How are you still in business since you do not consider your customers... YOUR customers, but just people who keep you on the safe line. I have been missing so many days at my work BECAUSE OF YOUR POOR CUSTOMER SERVICE and lack of commitment and and and... Too many... I`ve been through a nightmare with you. Reconsidering my options had not paid for all the stress I`ve been under the period I have been one of your customers! I`d say that I wish you GOOD LUCK in the future, but I would lie.

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★☆☆☆☆

“in the middle of a claim”

Written on: 15/05/2017 by O'Neal278 (1 review written)

OMG I am now worried. Been with this organisation for 3 years and never have needed support of an engineer until NOW. On the phone call was told a visit between 08:00 - 13:00 today (Also in writing via text). Already I have chased and have now been told until 15:00. How appalling no phone call and my day off waisted before they have even got here. These days with the advancement of technology this is not what I would expect. Not off to a good start :(… Read Full Review

Homeserveuk's Comment

Written on: 12/06/2017

Hi,

Thanks for reaching out to us.

We understand how important it is to have your home back up and running and that’s what we’re here for. It seems like your claim didn’t get off to the smoothest start, but I do hope we got this sorted for you.

Hopefully this matter is now resolved. If you’d like to discuss anything in more detail you’ll find our contact details at the top of our page.

Kind regards,

Famena
Here To Help Team

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★☆☆☆☆

“Joke that is Homeserve boiler care”

Written on: 20/04/2017 by Mandara43 (1 review written)

I arranged to take out boiler care with Homeseve, what a shambles this company are!! Boiler Health Check & service arranged 21 March 2017 & carried out by ma with a spanner, a hoover & a hand held computer? By beginning of April no certificate received as promise advising boiler had been accepted. Chase HS who advised certificate had been done & was in the post would take up to 10-15 days. 20 April still no letter now paid two premiums!. Rang again to query put on hold for 9 minutes then hung… Read Full Review

Homeserveuk's Response to Mandara43's Review

Written on: 12/06/2017

Hi,

Thanks for making us aware of your service issue.

The level of service you’ve outlined is not what we’d have expected you to receive. It sounds as though things weren’t as easy as they could have been for you, and for that I’m sorry.

Hopefully this matter is now resolved. Should you need any assistance or wish to discuss this in more detail you’ll find our contact details at the top of our profile page.

Kind regards,

Famena
Here To Help Team

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★☆☆☆☆

“Appalling service.”

Written on: 20/04/2017 by philipthompson (1 review written)

Cold water tank leak in loft on 12/4/2017 at 0415, called centre and engineer arrived at 1230 and drained tank and isolated water supply. Informed it would be FIVE days before it could be replaced. I ordered a replacement tank on the day via the call centre and paid for it. On the expected day I was telephoned by the call centre to ask if my tank had been delivered. No one asked me to have it delivered, I was informed by the engineer they would collect it. Another THREE days pass having phoned… Read Full Review

Homeserveuk's Response to philipthompson's Review

Written on: 12/06/2017

Hi Philip,

Thanks for taking the time to get in touch with us.

I understand that waiting for a part isn’t ideal. I’d like to reassure you that we wouldn’t order a part in if we didn’t need to. The reason we use approved suppliers is to ensure that the parts are genuine and safe to use.
I’m sorry for the inconvenience this issue caused for you and your family. Hopefully this issue is resolved now, but if you wish to discuss this in more detail you can find our contact details at the top of our profile page.

Kind regards,

Famena
Here To Help Team

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★☆☆☆☆

“Appalling ”

Written on: 27/03/2017 by Jaelyn37 (1 review written)

Please stay away from this. They have literally ripped my toilet out and said they would replace this baring in mind I have two adults and 4 kids living in the property at the moment and have left us with no toilet for over two weeks, having to flush the toilet with a bucket. I have called 6 times and they promised to call back which they haven't and now I've had to pay a plumber to put this right. Stay away guys as this is a dreadful service… Read Full Review

Homeserveuk's Comment

Written on: 29/03/2017

Hi there,

It's disappointing to hear of the issues you've faced here, this is definitely not the level of service we aim to provide. I understand you've now had the repair carried out by an independent plumber, however I would like to look into this to understand why this has happened and what we can do to help put things right. If you could please email your policy details to the email address at the top of the page, we will look into this right away.

Kind regards,

Alice
Here To Help Team

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★★★★★

“Excellent service the best evet”

Written on: 08/02/2017 by Ayers334 (1 review written)

8th Feb 2017 We had a leak with the pipes and seal of our toilet. We called home serve for the first time.. a plumber was with us very quickly . He found leaks which were much worse than we had expected.....he spoke to head office and it was decided due to the severity of the leak a new toilet.. seals and even wooden floors was fitted This young plumber worked so hard by himself for 6 hours.. I want to say a massive thank you to homeserve for the excellent service provided.. I am an 81 year… Read Full Review

Homeserveuk's Comment

Written on: 21/09/2017

Hello,

It sounds like my colleague did a good job for you. Our engineers are out on the road 365 days a year and feedback like this is always appreciated.

We’re glad we could help you, and should you need us again, you know where we are.

Best regards,

Famena
Here To Help Team

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