homeserveheating.co.uk

The worst insurance company I have dealt with ever. All they do is try to get out of claims by quoting their terms and conditions. The exclusions for the policy are not made clear on their website and just buried in the terms. There so called "resolution" was to send me a letter clearly marking out the terms and conditions, no actual resolution. I am not sure how you can class that as a resolution to be honest. Had my boiler written off as beyond economical repair. The first person I had out from HomeServe said it was absolutely fine then because the issue wasn't resolved I had someone out a month later who said the boiler was crumbling apart and need most the parts replacing. Clearly half the people they employ are incompetent, I had no apology for this, seemed like this was pretty normal for them. And they charged me to tell me my boiler was beyond economical repair, still yet to refund my excess charge which is only supposed to be charged if they fix it, I guess I will have to keep chasing for this. My policy was to cover my boiler they've charged me monthly for it and provided NOTHING apart from useless incompetent people coming round to my house and for someone to tell me its BER.

Avoid this cheating company, they increase the premium from £99/year to £224/year. i never make any clean over 2 years but they doubled my premium without any reason. I will escalate to the regulator!

Firstly the booking system is a little misleading but once that was sorted we managed to book a boiler service for the following Saturday (as that was the only available date within the following two weeks). Friday evening comes and we receive an email stating the engineer was too busy and couldn't make the Saturday so could we make one of 3 days the following week, so we emailed back and chose the Weds but I would have to work from home. They eventually emailed back stating the engineer could be with us at 8.00am and we replied confirming this was OK. So here we are at 7.00pm on Weds, still no visit or any communication to explain why! Homeserve Heating appears to be a franchise operation who sign up local engineers, who also have their own business they run alongside it. One assumes they prioritise their direct customers first as they get more money!
Despite their claim that they did not receive a reply to their email we have the reply we sent plus confirmation of delivery and had exchanged emails previously! We did also give a phone number!

This Company ripped me off for two monthly payments towards my boiler which was broken down at the time. I forgot to cancel and they are refusing to refund my money. Absolutely appalling customer service.

Boiler service & CP12 booked 8am-1pm - engineer didn't come - chased up, engineer was very busy but would be onsite before 5pm - came 4:40 pm and did quick efficient job - I lodged complaint with Homeserve - after investigation unsurprisingly my complaint was "upheld" - Homeserve thanked me for the info but refused compensation for making me revise my plans because "the service was (eventually) fulfilled on the same day". As a Landlord I've been with Homeserve for several years and found the technical service good the admin side still needs improvement

Posting this , as of Midday today , as had no reply from Customer Services re an E mail sent yesterday. Was going to post last night, as stated in the E-mail to Customer Services if no reply.

But I thought I would give them more time to reply, so gave then until Midday, surprise, surprise.......still no reply from Customer Services, unbelievable. Which begs the question, who is monitoring / managing 'Customer Services ' ?

I spoke to the boiler manufacturer last night, I will now be using alternative sources for servicing, as you don't have to use the installer every year re warranty compliance etc. or will I be using HomeServe again, for any other property either.

Therefore, as a Landlord, they have now lost approx 10 years servicing, plus the cost of rectifying several repeat admin errors last year / this year, additional visits to the property last year, re the installation and certification process and now this year too re admin again. This is not counting the call / hours on the phone over the last 12 months or so, again at cost to HomeServe and myself.

HomeServe need to understand the implications of errors in admin / correspondence , re the GSC process / Landlords and also HMRC / Landlords etc, ref the correct addressing etc of correspondence / certification.

Apologies / compensation are all well and good, but something is inherently wrong here and needs addressing with a matter of urgency, more importantly for HomeServe, re obvious additional costs etc.

Completely cheesed off, with repeatedly telling / requesting HomeServe staff / contractors etc, at the property and on the phone, to make sure that any correspondence is sent to the correct address, they always confirm it will be the case, but it simply does not happen.

This after telling them repeatedly , that me and my partner are Landlords (I am the main contact out of the two) and not resident at the installation / correspondence address.

Having spoken to two of the engineers I have seen, two have said , there is not a section in the software / E - form on the 'Tablet' to accommodate an additional address / Landlord and the office had all the details anyway and would sort it, one of then said and I quote, ' new software issues' re his 'Tablet'

Another engineer (eng. no 3 ) who carried out a second Gas Safety Cert last year, re an earlier error, said there WAS a section on the E-doc template for an addition address / Landlord. Stating that, the first GSC processed and 'hard copy' of same received, had the Landlords section completely blank and myself down, as the resident, at the installation / servicing address, hence another GSC having to be done, again at further cost to HomeServe.

The admin, last year and now this year has been awful, this after repeat confirmations of correspondence address, servicing / installation address, that are on their IT systems and which they confirm , but they ' can't understand why this is happening ' and apologise again.

After assurances last year and last week re a call to Sue when chasing paperwork, for this year's warranty compliance service, it still went to the wrong address again. I was paid compensation last year, for the events surrounding the issues with admin / installation and was told it would not happen again, re screen data etc.

As already stated and like this week, where two days ago, I rang in (twice) where in the first instance, I was promised amended correspondence for a service visit, they apologised again and this time they would send it by E-mail, as quicker and re the same afternoon.......it did not arrive.

So much for E-mails being quicker, the second of the two calls which were around an hour in total for both calls, re waiting times etc as the E-mail promised did not arrive, I was then told a same day response was not possible and according their IT Systems. it had only 'been requested'. That same person , Alison , apologised again for the promise made to me and said she would be 'working on it ' .

No matter and after nearly two working days, still no E-mail re promised amended document and no call from Alison, again two days ago, re stating she was 'working on it ' too.

They have all my contact details , including postal address , E-mail , landline and mobile , I find the whole communication process , dysfunctional and as a Sales Manager by profession managing sales teams , which includes customer service for over 35 years, I know when something is not right.

I simply do not have the time, to keep chasing the basics , which should be part of the service / process. As stated, I had to make extra time available last year, when I had to go back to the property TWICE re a replacement Gas Safety Cert (original GSC was incorrect) and also a water leak, re the washing machine being moved re the installation.

Though it possibly works better for residents / domestic situations, it doesn't work for me, it has been nothing but a waste of my time and a pain in the 'rear end'.

Would I recommend them for family or close contacts ?.......well.... I will leave others to answer that for me.

Called out on Sunday engineer called Monday afternoon fault found and had to order a part so far so good . Arranged Friday afternoon appointment to fit part as I was at work in the morning , received call Friday morning saying engineer would be there at 1045 ,I missed that call because I was at work .
Left voicemail to ring office to be told they had to reschedule as I wasn’t in when they called . They had to cancel the afternoon appointment. Now coming Saturday morning hopefully. Very poor customer care

Ive been with homeserve since 2003 recently my boiler which is 10 years old is deemed BER .under my boiler cover i should get a new one but the installation is treble my local engineers quote i tefused to pay £1536 installation so now i am in limbo no boiler for upto 40 days while we spar back and forth ive been paying them every month plus £50 callouts now this has happened i fell like ive been kicked in teeth at no point was i aware of such a charge unfortunately i cannot recommend homeserve boiler cover

I had a boiler fitted in November 2018 and from the start to date have had nothing but issues customer service is not good they say they’ll call back but rarely do. They pass you from one person or dept to another most of the time with no joy. If you want good service go elsewhere

We had our ancient boiler and hot water tank replaced with a system boiler and unvented cylinder and relocated. It wasn't cheap, but HomeServe Cambridge and Harlow were excellent in their communication throughout and in the professional and friendly way the work was carried out. Their post-installation follow-up also showed a good commitment to customer service.

the engineer who was supposed to repair my boiler 3 months ago, has yet to get the parts! i have been spending more than 40 mins on average on a daily basis for the last 2 weeks to have this sorted and no success. apparently the case has been reviewed by one of the senior manager but he is never contactable. shocking to say the least.

Wad due annual boiler service
Took day off work, got a phone call.to say engineer would be there within the hour.
50 minutes later got a call to say he couldnt make it.
When i complained i was told i had to rebook
It felt it was my problem they didnt care less.
Price goes up year after year for a crap service.
But adios homeserve i will not be renewing tjis year.
I would also strongly recommended against anybody taki g a policy out with them.

The service engineer on the day was polite. But HomeServe does not give any warranty on the service (beyond 24 hours). The service you get from them is useless unless for the day - because any issue afterwards and they turn their backs unless you have a cover with them.

So it’s better to get a cover and get the free service. Paying the £84 (Oct 2019) is not worth it. Go with local suppliers who will provide some warranty on the service they do - I learnt this the hard way. Now working with a local supplier having paid home serve to do the service 2 weeks ago.

I have recently issued a complaint due to a mistake on my account due to my faulty boiler and I can happily say that this has been resolved in a very quick and professional manner! I am very impressed as to how HomeServe have looked after me as a customer and I will continue my policy with them as they have really shown me how they will go the extra mile to help/support their customers.
I would especially like to mention Melissa Rice as she has dealt with my query so quickly to ensure that is resolved and due to her I will keep my policy with HomeServe as she has made me feel like a valued customer.

Thank you again!
Sandra Lee-Hindle

Steer clear of this company they condemn your boiler in order to sell you another one, when a local gas engineer could put it right. They then try to say it is free but installation is £1450. Could buy a boiler for that and install it. Do not take out cover plan as it does not include installation. So after pay premium every month to them for years you get nothing.

On Sunday of all days we found a leak in the bathroom on the cold water pipe. Rang HomeServe and a very helpful lady took all the details and gave
us a time when the engineer would call, it must have been half an hour and he was on the doorstep. Very efficient, lovely young guy think his name was Don. So clean and tidy and copper pipe was used. I cannot thank you all at HomeServe for such a well run company. Such peace of mind as we are pensioners and just a relief that it was fixed so quickly.

I just wanted to commend the two excellent engineers, Matt Hale and Chris Brooker (Skegness) who came to re-route my radiator pipes last week. Their work ethic was phenomenal, they worked tirelessly to get the job done. They were pleasant, good humoured and polite and made the effort to triple check everything was working before they left. They also left my house clean and tidy. They are a great asset to Homeserve.

We have this so called “emergency” cover as part of our Aviva insurance, attempted to use it for the first time this weekend and utterly useless, did not seem to consider water pouring through a ceiling an emergency, said we would get a call within 4 hours!! Not even an engineer, just a call back. Got another company out who we have plumbing cover with, who fixed it.

After having to call out an engineer last year to rectify a problem following a service (which was resolved after a complaint) the same happened again after my October 2019 service. This time it was escalated to a complaint and after waiting two months it still had not been resolved. In the interim I did receive a couple of letters apologising for the delay but advising me that they were very busy. Before a third letter was due to come out I did receive a phone call apologising for delay and telling me that another letter was due out imminently. I advised him that I had made alternative arrangements to sort the problem. When my boiler is due to be serviced this October it is highly unlikely that I will be using this company. One final matter. Most of the phone lines for this company are premium rate numbers so they are ripping customers off. Not customer oriented.

set up a new policy wanting a like for like with my previous policy corgi , went thorough all the checks that I wanted which I clearly stated boiler cover replacement was a must as my boiler has always had full cover, they assured me everything was in place as I took out the highest premium cover.
They serviced my boiler one week or so after the contract was set up and 2 weeks later my boiler failed.
After paying £60 call out a replacement valve was put in but the boiler broke again that evening. The next engineer claimed that the boiler was now beyond economic repair and we where not covered as THIS COVER WILL ONLY COME INTO PLACE AFTER 6 MONTHS IF BOILER IS BER YOU DO NOT EFFECTIVELY HAVE COVER.
I contacted a local boiler / gas engineer who gave me the diagnostics and was able to get my boiler repaired for £400...
Homeserve kindly came out to quote for a new replacement boiler
charging me £3000... £3000 now work out how they put this down to BER which means it would have cost them more to replace and repair than to fit a new Boiler.
ABSOLUTELY CON. DO NOT BUY FROM THESE
BE AWARE OF THEIR CONDITIONS, I WAS SOLD THIS OVER THE TELEPHONE AND THEY ADMITTED VIA A CALL LISTENED TO THAT I INDEED ASKED FOR THE BOILER COVER BUT BECAUSE IN MY TERMS AND CONDITIONS SENT VIA POST IN SMALL PRINT STATED THIS I WAS NOT ENTITLED TO ANYTHING.

3 WEEKS INTO THIS CONTRACT ITS WORTH NOTHING AS THEY WILL NOT COVER MY BOILER AS I GOT THIS FIXED BY INDEPENDENT COMPANY AND SAVED MYSELF £2600

DISGRACE COMPLAINED COMPLAINED GOT ME NO-WHERE

DO NOT BUY EVER I AM STILL PAYING A POLICY