homeserveheating.co.uk

My father has a policy with Homeserve, and I manage it on his behalf, as he is elderly and vulnerable. Last week, I needed to make a claim on the policy, and couldn't have wished for a better service. Homeserve sent round Richard Wardle, who was obviously very experienced, and who would not give up until everything had been sorted out properly. He went above and beyond his remit, taking the time to use his skills and personality to relate to my dad too. He even came back later on the same day to ensure that the water board who also had to come out, knew where to find everything. As I couldn't be present later in the day, Richard ensured that I was kept informed, not only with his side of things, but with the water board too! Excellent experience with a very nice person, who I would highly recommend to anyone.

Had a fault with my boiler which was 'supposedly' fixed but is constantly recurring (Same fault but rhey try to charge me the £50 excess every time I log it) It has been four days now and they have left me and my three year old with no central heating or hot water as I refuse point blank to pay another excess fee. Disgraceful company in my opinion...I would definitely not recommend based on my experience

Do not ever consider taking out boiler cover with Homeserve I agree with all comments hear you pay for years and then they say your boiler is beyondn econmical and try to charge you doulbe or more for a new one conmen is all I can say. As for complaints they are a b...dy joke, offer minimum amount I contacted ombudsman who have at the present time agred with Homeserve that £30 for years of being a customer is fair, really. ISTATE DO NOT USE THESE BUNCH OF INCOMPETANT FOOLS

I had been an Homeserve customer for years and In November 2016 I had issues with my boiler.
I called Homeserve because I was desperate to get my boiler fixed as I had a two-month-old baby.
It took them a few days to send the engineer to diagnose the issue and they diagnosed it wrong. Another engineer came a couple days later to take a water sample and said that he will need to send it to get it checked and it can take 10 days for the results to come back.
I had to move to a local hotel until I got the issue resolves as it was very cold and I could not stay in my house with a new born.
Due to the delays I got an engineer in myself and he said that the issue was with the circuit board. Got it replaced and the boiler started working and the following week I got the system flushed.
While I got the boiler fixed myself, I had been going back and forth with Homeserve as they did not diagnose the issue properly and failed to fix it. Yu an see from the review I left back in Nov 2016, I was clearly unhappy with their service and asked them to cancel my policy with immediate effect.
As far as I was concerned, that was it as Homeserve failed to deliver the service I had been paying for over several years.
In Mar 2020 I happened to check my Direct Debits and noticed that they were still taking money out of my account – Dec 2016 to March 2020 > 3 years and 3 months!!
I wrote to Homeserve regarding taking money out of my account without my authorisation and on 8th of April received an email confirming that my policy should have been cancelled back in Dec 2016 as requested and they will process a refund for the amount paid within 14 days.
28th April and no refund so I emailed them back and they said that they will chase it for me.
5th May and still no refund so I chased it up again and on 6th of May I received an email stating that they will not be able to process the refund.
Quote from the email “A note on our system shows that in December 2016 when we called you advising of the remedial work that needed to be carried out, you advised us that this work had been completed. Our agent advised you would need to provide us with evidence.”
The agent conveniently failed to leave a “note” that I had clearly asked to cancel my policy.
Also, why should I send Homserve proof of work done when I had carried out the repairs myself at my expense?
Between getting the issue fixed and the hotel, it cost me £940.00 and a week of inconvenience.
Three plus years of taking money from my account without my authorisation, Homserve is offering me £211.00 and £50.00 compensation.
So, in short…..they first confirm that the policy should have been cancelled in Dec 2016 and I will receive a full refund and now they change the story as they could not locate the recordings (conveniently) and offering me £211.00.
It does not make sense at all that Homserve would normally cancel the policy but, since I got the work carried out myself, they wouldn't have cancelled it?!?!
If you check my Trustpilot review I left, it would be very clear that I was not happy and had cancelled and was also advising any new potential users Not to use Homserve……….
Why would anyone in their right mind continue paying for something where they are not receiving any service? Would you?
I am going to take this matter up with the Financial Ombudsman as the service Homeserve offer is appalling.
If you are looking for cover, look somewhere else.

Booked to have my Central Heating Boiler serviced by them, the engineer came out, early even though I had made a point that I would not be there between 8am and 9am and the engineer would have to call after then, the engineer turned up at 8.05am. Sorted this to get him back later in the day he then serviced the boiler and told us that the emissions for CO2 were very high, and that the boiler would have to be cut off as this was classed as dangerous. The boiler had been serviced a month before and passed all these tests. They then shut off all the gas supply to the house, even though my partner is crippled with 3 forms of athritus, so no hot water, no heating and no cooking facilities.
We were then told that the boiler was beyond economical repair and that a new boiler would need to be fitted as the boiler we had was by a crap manufacturer anyway. Found out from another gas engineer the boiler emission were not over the safe amount, and that the flue needed replacing and the boiler would be fine, and also that there was no need for the gas supply to be cut off at all.
So all that Homeserve want to do is get you to buy a new boiler from them so that going forward they would service this. Well Homeserve or Helplink as you are also known. Dont contact me or even attempt any apology, you are the biggest bull s******* going.

2 wonderful guys 2 separate occasions working so very hard to solve the mistry of a toilet flush it was solved by delightful guy I can't praise them enough thank you

Yet again I have had to contact them with an ongoing claim ( 6 weeks and counting) regarding c/heating boiler repair after visits from 4 engineers and having new parts fitted the problem remains.Each time a new appt.is given which is approx.7days time then when and if a engineer attends he then as to order parts and give another appt. Cannot fault the engineers they can only do so much. Hopefully one day I will be able to write a good review but do not hold your breath

My wife eventually had a conversation with Homeserve after several hours of waiting for calls to be answered, e tried from Wednesday evening on Thursday an emergency appointment as booked for Monday 5th March, please note that we have no heating or hot water. Thursday afternoon we were promised by Homeserve temporary heaters to be delivered Friday, my wife called at 1.15 pm to ask when the promised heaters will arrive only to find the these heaters will not arrive as they have none available. Why Homeserve could not communicate via phone email , this sums up the contempt this company has for it's customers, I am totally disgusted, please take this as a warning , please avoid this company .

Did not do a service for two years because kept postponing the date, then not turning up anyway. Rarely come at time they say will, too early, too late. Cannot stick to the time arranged, and/or a lot of confusion if I/they need to change a date. When eventually did turn up to check our boiler and central heating, would not complete the task as there was supposedly asbestos (which there wasn't, we had had it removed years ago when previous boiler was replaced) - thus entailed numerous and cumbersome long-winded and unnecessary bureaucracratic / physical checks. Had to have a new costly boiler put in and relocated, new pipes etc. Can never speak to the same person twice on the phone if you can even get through. Lackadaisical attitude. Bureaucracy involved in the H&S checks are nonsensical. Have only found Homeserve useful for simple plumbing jobs. Engineers are okay, but the customer service is abysmal.

I have used HomeServe several times over the past few years and can honestly say they are the worst company I’ve ever had to deal with. Firstly their heating cover, they attend reasonably quickly but god forbid if your system needs new parts, they only have one parts provider, usually not local and takes several days to get parts, so you’re left without heat and hot water. Their service men are generally incompetent, I had to google the boiler fault code for their “engineer” and he changed several parts before declaring the boiler beyond repair. 5 days without heat or water. A second opinion from a proper heating engineer (not HomeServe) found the fault in half an hour, it was a small overheat sensor. Oh and their upholstery team wrecked a perfectly good sofa after a manufacture recall. DO NOT USE THEM.

Had a bust pipe on the Sunday phoned told 4 call out, when Plummer called me he asked me if Wednesday would be OK because that was the next slot he had.

Failed to fulfil boiler maintenance contract 7 months of Boiler breaking down 9 weeks without heating or hot Water, 4 consecutively from 14th Dec till 10th Jan 2018 , with neither heating or hot water , this they considered non emergency ! Then after asking for Doctors letter to state this contributed to my been very ill which cost 42 pound they considered it only warranted the return of 42 pound with an additional offer if 150 compensation, which since has not been paid, sent first cheque to wrong address after waiting for 10 days , now they say I have to wait a further 14 days ! This is the most unprofessional company I have had misfortune to meet !! They like the premiums but Deliver an appalling service with no respect to their duty of care for customers ....