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Recent reviews

Basem M. William

Basem M. William

Rated 1 out of 5 stars

I paid HomeServe premiums for years with the expectation that, if I ever needed to understand my coverage or file a significant claim, I would be able to review the governing contract and receive a clear explanation. My experience was the opposite. When my central air conditioning system failed, I attempted to review my coverage through the HomeServe website. The "My Plan" function consistently returned a 404 error, preventing me from accessing the very contract governing my claim. I then used the website feature to have my coverage documents emailed to me. Nothing arrived. I contacted HomeServe by email requesting my declaration page, current service agreement, and the basis for the claim determination. HomeServe acknowledged my request and advised that the documents had been requested for email delivery. A supervisor later again confirmed that the documents had been requested and advised me to allow 3–5 business days. Weeks later, I still had not received them. I sent 2 subsequent emails and received apologies and never received any documents via email! Meanwhile, I was informed by telephone that my air conditioning claim was excluded because it involved refrigerant/coolant. However, I was never provided the specific contract language supporting that conclusion despite repeatedly requesting my governing agreement. Regardless of whether the claim was ultimately covered or excluded, I find it unacceptable that a customer should have such difficulty obtaining the contract that determines their rights and benefits. A warranty company's product is not plumbing, HVAC, or appliances—it is the contract itself. If customers cannot readily obtain that contract when a claim is being decided, confidence in the claims process inevitably suffers. I recognize that other customers have reported positive experiences, and I hope mine was an exception. However, my experience left me spending more time trying to obtain my coverage documents than discussing the actual merits of my claim. That is not the level of service I expected after years of paying premiums. Prospective customers should read the complete service agreement carefully, understand every exclusion, and confirm that they can readily access their policy documents before relying on this coverage for a major repair.

Zaheda Ahmed

Zaheda Ahmed

Rated 1 out of 5 stars

Absolutely Disgraceful Customer Service – Never Again I am absolutely disgusted with my experience with AEG. My AEG gas hob was purchased as part of my Wren kitchen, and to begin with, I was sent the wrong hob. I then had to request the correct hob the one I had already originally ordered and paid for only to then be charged an additional £55. As frustrating as that already was, the behaviour of the delivery driver when the replacement arrived was completely unacceptable. When the drivers arrived, I simply asked them to wait for a moment while I checked that, this time, AEG had actually sent me the correct hob. I asked if they could tell me the measurements so I could check them. A delivery driver i think his name was called Robert responded to me with: “What, do you want me to install it for you as well?” I found his attitude incredibly rude, sarcastic and disrespectful. At no point did I ask him to install the hob. I simply asked him to wait while I checked the product and asked for the measurements. Considering AEG had already sent me the wrong product once, I had every right to make sure the replacement was correct before accepting it. When I challenged him and asked why he would speak to me like that when I had never asked him to install anything, his attitude became even worse. He continued being mouthy and unnecessarily rude. Even his colleague appeared taken aback by the way he was speaking to me. Customers should not be spoken to like this, especially when the customer is already dealing with an issue caused by the company sending the wrong product in the first place. Wrong hob sent. An additional £55 charged to get the hob I originally ordered. Then I was spoken to with complete disrespect when the replacement was delivered. Absolutely appalling experience from beginning to end. I will never purchase from AEG again, and based on the experience I have had, I certainly could not recommend this company to anyone else. AEG seriously needs to look at the standard of customer service being provided by people representing its brand.