Help-Link 

Not even had the installation yet and hit a problem after reading the terms & conditions in section 5.1 it claims my old boiler and water tanks become the property of help link that's got to be another £200 at least on the price when contacting them they claim there's nothing they can do it is what it is not got a lot of faith on what to expect in the near future

Avoid at all costs....Installation was okay and had the boiler for a few years but then it developed a fault. Not a problem I thought, it came with a 10 year warranty. Tried to phone the help-link number we'd been given when it was installed only to find they'd been taken over by homeserve! 😒. Waited 40 mins for the call to be answered and then told they would need to put us through to the help-link team....waited another 40 mins and then told we needed to speak to help-link and given another number to call. Called the new number, waited 50 mins for the call to be answered only to be told AGAIN that we needed to speak to help-link and the new number we were given was exactly the same number as we'd just called!!! 🤬🤬. Then spent 40 mins on the online chat, given 3 different phone numbers, all of which went directly to homeserve. Ended up being told to contact Worcester Bosch directly. Called WB only to be told our boiler had never been registered with them!! Wish we'd used a local guy instead!!

Great customer service. Had the policy for 2 months, used them twice. Great both times

This company doesn’t even merit one star.After fitting the faulty boiler I find they have knackered the calves on my radiators and I can no longer adjust the temperature.The radiator in my living room is not working and I have been trying to contact this company all week but their customer service is really unhelpful.I have e mailed the guy who sold me the faulty goods but am not getting any help there either.After my complaint I have a letter confirming I would get free boiler service which I am finding impossible to arrange.
If I’d known Help link was anything to do with Homeserve I certainly would have gone elsewhere.

Help line flooded my house 2 years ago. I'm still saving to replace the floor. I'm thousands out of pocket. Gutted I went with help-line.

Bottom line: i needed a new boiler and radiators throughout the house and they installed these and they're working.
But... there are some issues
1 - As my boiler broke just before Xmas 2018 they promised that if i signed up with them then i'd be a 'priority case'. Turns out 'priorty' with them meant waiting nearly 4 weeks.

2 - Communication is really, really poor. I have a couple of (relatively minor) issues that i'd like an engineer to investigate. First time i phone i gave up after they'd put me through to the fourth person. Yesterday, after I’d spoken to SIX different people and been left holding despite being “number one in the queue” for TWENTY MINUTES I had to give up again. I've just tried to contact them via their online chat but it's not available despite it only being 4pm on a Thursday.

3 - they did tell me when i signed up that everything was covered by the guarantee except in relation to the floorboards (e.g. having to lift them to run new gas pipes). I did think it was odd that they seemed to go out of their way to mention what should be a minor point. Guess what?!? they're rubbish with re-laying floorboards! Hall floor is now REALLY creaky, to the point i've had to lift the carpet and screw down some floorboards but i can still feel the floorboards going up and down as i walk acros them. it really looks like a shoddy job and would be enough for me to consider a different company next time.

Hi we need some assistance my father in law has now lived on his own for 3 years he has a 3 bed detached house. For the last three years he has had his direct debit increased by ovo several times and now they are asking for £260 per month which we find unbelievable as we have put his details into a compare site and they come out at just over 100 pm can anything be done as we believe he has been taken advantage of.

Had Worcester Bosch boiler installed Sept 2014 with 10 year WB backed warranty.Engineers called out 4 times in first 5 years and needed them again just before Christmas only to be told Help Link had been bought out by Home Serve and my warranty had just lapsed.NEVER AGAIN.

WARNING WARNING stay away from these cowboys, this is the worst company i have ever had to deal with, i had a new kitchen installed then decided its time for a new boiler BIG BIG mistake going to Help Link the installation went fine or so i thought!! after going to put stuff away i discovered they had caused damage to 3 of my new units big gaping holes the backs punched out all in all over £500 worth of damage, i complained THEY WERE RUDE AND DIDN'T WANT TO KNOW

Our boiler cost thousands. Whilst the sales rep and installation was good. The aftercare service is dreadful. I rang to arrange my annual oil boiler service only to be told they don’t offer this service anymore. So I had to arrange my own. I’ve recently had to have a part replaced bear in mind this boiler is 2 years old. No point going to the company to sort this out. So I have no confidence in this company and I regret the purchase

HOMESERVE'S RESPONSE TO OUR CONDEMNED BOILER 12 DAYS AGO HAS BEEN APPALLING. STILL WAITING FOR THE INSTALLATION OF NEW SYSTEM, WHICH APPOINTMENT HAS BEEN PUSHED BACK ANOTHER DAY. USUAL DESPICABLE EXCUSES: FLAT TIRE, BOILER SUPPLIER PROBLEMS AND ONE MAN SHORT! DISGUSTING. THE POLICY COVER 8 STATES THEIR RESPONSE TO EMERGENCIES CLIENTS WILL BE GIVEN PRIORITY. SHAME ON YOU HOMESERVE. NO HOT WATER OR HEATING FOR 12 DAYS DOES CONSTITUTE AN EMERGENCY IN MY BOOK. IF YOU WANT MY ADVICE GO TO BRITISH GAS OR THEIR SERVICE PLAN.

Right then, where do I begin:

1) Arranged a day off of work to have my boiler installed, which my boss wasn’t happy about, but was kind enough to allow me a days adhoc holiday. After being told that the fitter would arrive at my house at around 09:00 to 10:00, at about 10:30, I contacted the company I had bought the boiler through, only to be informed of the boiler fitter’s made-up flu symptom, and that he won’t be coming to fit my boiler. When I asked the question, “why have you left it for me to contact you, in order for me to find out that YET AGAIN, my boiler isn’t going to be fitted today? they didn’t have an answer. The boiler guy supposedly had the flu, so was unable to fit my boiler; this being the same guy, who then rang me an hour later, asking if he could drop my boiler off at my house, as he needed the space in his van. 🤔
While he was at my place, he measured up, and asked if he could come on Saturday morning at around 07:30, to which I was only too happy to do.
2) I’ll give you all one guess what I received Saturday morning before I’d even got up; yes, you’ve guessed it, a text from the boiler guy saying, “sorry, I can’t make it this morning, can I fit it Monday?”
I won’t tell you what my reply was, as there may be children reading this.
So the nightmare went on and on, phone call after phone call, the right hand not knowing if there was even a left hand. I’ll give HomeServe credit for trying to sort things out but, I’ve been a long standing customer for many, many years, so this is in no way a good advertisement for either company.
To say that the red mist had descended was an understatement, as to rub salt into the wounds, I received an email from these jokers, asking me how I’m finding my new boiler, 😂, my answer to this ridiculous question? on my living room floor, where the lazy piece of s4it left it; oh, and to top it all off, they’d sent an electrician round to wire in my new boiler, because nobody had been bothered to let him know that the installation guy hadn’t turned up, AGAIN!!!
So, would I recommend Help-Link to anyone who is thinking of using them, WOULD I FU.............

After many years my old boiler became unrepairable, my contract entitled me to the cost of a new boiler and I only paid for installation. The entire experience was made easy from the video call to view existing pipework right through to installation. My home is now warmed by a new modern boiler and I couldn't be happier.

Update, I received a call from Mel a manager in customer services who noted my complaint and booked an engineer to come, the engineer was efficient checked every thing and even talked me through what he was looking for, anyway he got to the bottom of it and so far so good even the heaters seem warmer than before, Mel from custom services rang me today to make sure everything was OK and got sorted very good services this weekend and Mel was fantastic in sorting this quickly she was very professional but very human as some people can seem a bit like robots, hoping now all is good 😀
Had my boiler and radiaters fitted Feb 2015, with helplink, last 2 years I've nothing but problems left with no hot water or heating whicj I've logged 16 times had a leak in the boiler which took them over a month to try and locate where was coming from which needed a seal now underneath is rusted.
Since oct this year I turned heating on no hot water or heating?? Rang helplink/homeserve after waiting for an hour theysaid an engineer would ring never did rang next day 1hour 15mins finally hung up and rang a plumber and paid to sort out.
Then about a week later no hot water or heating rang again on phone over an hour before answered for them to say I don't have cover!! Boiler has a 10 year warranty it's not even been 5 years!!!
Anyway rang out a plumber again they sorted and said theres s OK meting not right with the boiler and get in touch with them.
So then Wednesday 30th November yesterday which freezing cold conditions outside again no hot water or heating, over an hour before they answered for them to say its down to the Baxi boiler company, so rang them they said they stopped warranties with helplink in 2013 bearing in mind I signed a contract with helplink in 2015 to say I have a 10 year warranty on my boiler.
So rang homeserve the guy from there put me on hold to get through to helplink anyway after over an hour of us both been on hold was told he could get though so would log it and they would get in touch in 20days!!!!
Ok so I've got no hot water or heating young children in the house, freezing cold, it's now 6pm I havnt got money to just pay for a plumber.
Guy on phone says sorry nothing can do its logged and someone will get in touch in 20 days as helplink only cover boiler for a year!!
So day 2 of a frozen house, I've emailed helplink last night but prob take 20days to acknowledge it, baxi company said they dont do that warranty with them I've got it in bold letters on my contract with helplink 10 years.
Absolutely disgusting service that's even if you can get through and is this fraud the contract then I have with helplink if Baxo stopped in 2013 and I siged contract with helplink in 2015?

Appalled at no after service given.
Installed a new boiler 3 weeks ago, who
Homserve use. Radiators not giving out optimum heat. The fitter (Mitch)didn’t wait to see if the Radiators were working. He was more concerned that he had finished his work and was keen to leave. DO NOT USE Home link as you’ll be forever stuck with a problem. And they don’t have the decency to call you back, let alone fix the mess they have created.
Is there a 0 rating? Doesn’t give you an option that’s why I had to put 1 star.

Following my first negative review, Help-Link endeavoured to contact me to ask for further details in order to locate me on their systems. I promptly replied with the requested information in the belief that there maybe at least an update provided, if not a response to the concerns raised regarding the erroneous sales tactics used. So over a week later, here I am, waiting still for a response that quite clearly is not going to come. I have provided the company with ample opportunity and time to address my concerns (5 months in total) and have heard nothing in response. Please feel free to read the complaint that you will be copied into that is being sent to the FOS not only regarding the initial complaint that you have failed to address, but the appalling lack of customer service your company has 👍🏻

Absolutely disgusting service,can never get through on the phone you never move down the queue. I have a 10 year warranty with help link when it was fitted and pay monthly but trying to get them out to look at it is impossible. It was serviced at the end of May Which apparently everything was fine and now I have no heating. Had your money and monthly payments and not interested.

Terrible work left in a dangerous condition with water leaks and electrical faults would not use again and complaint service was rubbish. Had to get local trades men to correct work

New boiler and Tado controllers fitted last year. All fine and working properly. No problem with installation at all. Help Link (as they were called then) use a finance house called Shawbrook. We took advantage of their deferred payment option for 12 months. 2 weeks before the end of the 12 months, we paid them in full. We then discovered that they had already taken a months payment from the bank before the end of the 12 month period. We contacted Shawbrook and told them this. They eventually confirmed that the account was cleared and would ask another department to arrange the refund. That was a week ago. No payment received yet. Instead we get a letter telling us that they noticed that the direct debit had been cancelled by our bank (we requested that!). The letter was dated the 17th August and they informed us that payment is due on the 14th (?) of the same month! They also asked if we had financial difficulties and asked for us to call them! We don't think that Shawbrook know what they are doing and suggest that Help Link cease using them as a finance supplier. I wouldn't ever trust Shawbrook again!

Been with Homeserve for a number of years before having my vaillant boiler replaced in May 2018. In the run up to this, I had numerous engineers visit to sort out a problem with loss of water temperature after a minute of the taps running. Eventually, after many visits (each costing £50 call out) due to the problem not being resolved, they identified the problem to be the main heat exchanger plate. They arranged for a vaillant engineer to supply and fit a new plate on condition that I had the system power flushed. £350 later, the vaillant engineer arrived with the replacement plate. However, on inspection of the boiler, it was condemned due to insufficient sealing of the unit. This was not picked up by any of the homeserve engineers previously. I had no choice but to have the boiler replaced and paid £1360 installation only on top of £350 I paid for an unnecessary power flush . Following this, I was told that I didn't need boiler insurance for 2 years due to the boiler warranty.14 months later, I contacted Ideal boilers to report no heating or hot water only to be told that I have no warranty because Help link had not registered the warranty. Needless to say, I shall not be using homeserve/help-link again and am pretty fed up!
*UPDATE*
The fault was eventually diagnosed resulting in the pump and sensor having to be replaced. The total cost came to £650. A simple cold water filter fitted at the time the boiler was installed by Help- link would have prevented this from happening. On inspection of the notes I was supplied with, it was stated that a cold water filter was not installed because I don't live in a hard water area. I do!
It has now been a week since help-link responded as below and have heard nothing from them.