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Homeserve has a rating of 1.07 stars from 7 reviews, indicating that most customers are generally dissatisfied with their purchases. Homeserve ranks 110th among Home Repair sites.
No contact They did 2 repairs, 1 outside underground pipe. Fitted inferior not legal 15mm pipe. After me complaining they sometime/weeks later replied saying I need to renew all my pipes. I have now renewed them, at the same time the specialist saw your work saying you had used the wrong diameter of pipe, 15mm instead of 25mm which is against regulations also the WC siphon you replaced still leaks = 2 jobs both faulty. Also I asked why on 2 occasions I did not sign off anything as finished and satisfactory. When I received my final paperwork by email it was signed by you as client, twice. How do you explain this? Since above you refused my subscription paid on internet. You owe me €55, you said 14 days to refund over a month ago, now you say a further 40 days? 1 of your ex employees told me you payed £50 a callout how can you employ qualified people for that? It seems the only way to contact Homeserve is here. I am unable to talk by phone I've been cut off 3 times. The last visit started for a leak, they arrived on 28/7/2020. This resulted in the leak becoming a burst pipe. I was without water for 2 weeks. A 'technician' came eventually to 'fix it'. However I still had a leak but he did not have the equipment to find it underground. Another man came a week later and said it was my WC leaking, he changed the float. He said all was OK. However I still am loosing water according to my meter from both bad repairs. Because Home Serve said the problem was solved they now say I can't have the leaks they left faulty. I think I may need a solicitor, I don't think they can sign papers on my behalf. Talking to them is like talking to a brick wall. 1st photo shows how the repairs have now been done properly using 25mm pipes+ Protection by a Tradesman, 2nd shows 15mm pipe used by Homeserve.
No contact
They did 2 repairs, 1 outside underground pipe. Fitted inferior not legal 15mm pipe. After me complaining they sometime/weeks later replied saying I need to renew all my pipes.
I have now renewed them, at the same time the specialist saw your work saying you had used the wrong diameter of pipe, 15mm instead of 25mm which is against regulations also the WC siphon you replaced still leaks = 2 jobs both faulty.
Also I asked why on 2 occasions I did not sign off anything as finished and satisfactory. When I received my final paperwork by email it was signed by you as client, twice. How do you explain this?
Since above you refused my subscription paid on internet. You owe me €55, you said 14 days to refund over a month ago, now you say a further 40 days?
1 of your ex employees told me you payed £50 a callout how can you employ qualified people for that?
It seems the only way to contact Homeserve is here. I am unable to talk by phone I've been cut off 3 times.
The last visit started for a leak, they arrived on 28/7/2020. This resulted in the leak becoming a burst pipe. I was without water for 2 weeks.
A 'technician' came eventually to 'fix it'. However I still had a leak but he did not have the equipment to find it underground. Another man came a week later and said it was my WC leaking, he changed the float. He said all was OK.
However I still am loosing water according to my meter from both bad repairs.
Because Home Serve said the problem was solved they now say I can't have the leaks they left faulty.
I think I may need a solicitor, I don't think they can sign papers on my behalf.
Talking to them is like talking to a brick wall.
1st photo shows how the repairs have now been done properly using 25mm pipes+ Protection by a Tradesman, 2nd shows 15mm pipe used by Homeserve.
Tip for consumers:
just beware! find another
Products used:
emergency electric call out and repair a leak.
This complaint relates to a boiler installation that was carried out by HomeServe. Part of the process that HomeServe quite rightly goes through is to conduct a video survey with their heating surveyor. Having carried this out with the heating surveyor it was established that the boiler that we had was relatively small and the new boiler that was being recommended was much larger and would potentially extend beyond the area of the cupboard that currently contained a boiler. We were encouraged to upgrade to a more expensive boiler that was about 100 mm smaller in height than the one that was being proposed and therefore would fit within the confines of the cupboard and would not extend beyond the top or the bottom of the cupboard. The survey also explored the possibility of the flue being raised to accommodate the taller boiler. The surveyor established it was very unlikely that there would be a lintel in the way of the new flue and therefore his only fear is that a box area in the corner of the room which would have to be removed may contain a waste pipe. When I removed the boxed area I confirmed there was no waste pipe and we had already established the lintel did not extend into the area where the flue would be situated.
When the engineer arrived at the property we had a discussion regarding the heating surveyors findings and that there would be nothing in the way of a new flue position and therefore it could be installed higher and therefore within the confines of the cupboard. The engineer said something along the lines of oh I don't mean to be rude but these surveyors are not in the real world and they don't really know what they are talking about. This may have not been exactly word for word but this is what he was implying. So basically he stated there was a lintel in the way of where the new flue would be located. He did not carry out any tests or anything to confirm this he just looked into the cavity and stated, no we can't put it there as there is a lintel and therefore I had to except what the heating engineer was saying. It turns out this was a lie, he deliberately lied to us so that he did not have to drill a new hole for the flue.
The engineer installed the boiler and stated that he would have to remove some of the tiled area below the boiler in order to accommodate it.
On completion of the installation I was quite surprised and shocked at the mess the engineer had made, the boiler sits about six inches below the bottom of the cupboard and he has made a mess of the tiled areas. He said I needed to sign the forms which I did because at that stage I did not know that he had mislead us into believing this was our only option.
I have now had two independent engineers look at the installation and I have list of issues that have been pointed out to me about the work that has been carried out.
Have been a loyal customer for over 10 years and when I needed them they tried to scam me into needing a new boiler for £2270 so I got a second opinion and called out a heating engineer who repaired my boiler for £360- when I challenged them and asked for a refund for my repair they did not want to support me. Stay well clear they pray on the venerable.
Been a member of HOMESERVE for many years I pay £13 pm for plumbing and £6.27 pm electrical cover.
I had a split pipe under the sink which they came out the same day and repaired for £30 call out fee. So I was pleased with that. The other three call outs have not been so good. I have paid three call out fees for jobs that have not been carried out as they are "not covered " Rang in couple of years ago for leaking radiator in bathroom but when /I said it was a ladder radiator was told they only cover standard radiators?
I rang in today to report my electric light / extractor fan in bathroom was constantly stopping and running slow - again paid £30 call out fee upfront and the electricians came same day but guess what? HOMESERVE doesn't cover extractor fans with lights on so another £30 wasted plus the years of monthly payments. To say I am disappointed is an understatement. I also called them out a year ago to the same extractor fan as the pull switch was sticking - the electrician came out and because it didn't stick when he visited said he couldn't investigate it as it was working - another £30 call out fee. Am taking today's visit to TRADING STANDARDS. Homeserve must be making a lot of money on call out fees for jobs that they say are not covered. I have opened a complaint and hope to, at least get the call out fee refunded. At best I would like the light /fan to be fixed or replaced but I am not optimistic now.
Homeserve are sending plumbers out to attend a customers appliance breakdown, even though they are not qualified.
A gas appliance, a pre-pressurised domestic hot water storage cylinder etc etc
We strongly urge policy holders to ask the engineer to verify there authenticity to work on the appliance, as this is your responsibility
They hanged out on me after 30 minutes waiting twice.
They answered ask for the name and address and put me on hold and hang out
Keeps your excesses when no work done
Doesn't deal with complaints... not even logging them
Will be taking to ombudsman
Found out they have very bad business focus on ONLY profits
Https :// www.fca.org.uk/news/press-releases/homeserve-fined-%C2%A330-million-widespread-failings#:~:text=The%20Financial%20Conduct%20Authority%20(FCA,key%20aspects%20of%20its%20business.
Tip for consumers:
Just join British gas...I have after they rescued me after the homeserve fiasco
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