HomeServe Heating 

Had a new combined boiler & Thermostat installed 10 months ago from day one the Thermostat drops down or goes off .....So the heating keeps going off.....

3 weeks ago had a bathroom sink tap repair put back
on soo wobbly insecure I dare not use it as almost
falling off......

I have phoned sooooo many times left hanging on until
I am cut off have written numerous emails with videos
of problem & been on Facebook.....No Reply

I think they are unscrupulous I now think I have no choice but the stress of taking them to the
Small Claims Court ......I will not be renewing or ever
use them again they don’t even deserve 1 star.

Can only echo what others have said about this service - engineer came out to fix immersion cylinder leak. Didn't drain down the system. Left without completing job, leak continues. A week later, we've had to have the water turned off, no hot water, and daily multiple phone calls to Homeserve result in nothing. So much for an emergency service. This is an emergency.

AVOID LIKE THE PLAGUE - THEY AREN'T WORTH THE ANNUAL PREMIUM, BETTER TO USE YOUR LOCAL TRUSTED PLUMBER AND PAY THEM PER JOB THAN BE FOBBED OFF WITH INCOMPETENT WORK AND FALSE PROMISES BY THIS BUNCH OF COWBOYS.

Do not use this company- they used to be excellent- now a complete shambles. Engineer booked on line didn’t turn up. No call to apologise- hour after hour waiting on phones with false promises about calling me back. Still trying to book service after two weeks- so have stopped my direct debit and will go elsewhere. Utterly useless. AVOID.

Two weeks without hot water and still waiting!!!! Visit from sub-contractor on the 16th September who identified the problem. New cylinder is needed which he was looking at ordering and said he will pass all information needed to HomeServe and that you were to contact me. No communication for four days and when I called on Sunday 20/9/20 I was told that my claim has been closed. Apologised for mishap and said I will received a call the following day, that is Monday 21/9/20. Call came stating that the matter is in hand and will get back to me with an appointment to carry the job. Today 29/9/20 still no hot water, no further communication from anyone regards the job and two phone calls I made both promising me a call back within hours and no call came back from you as promised. Unacceptable and disappointing service, nothing as you promised and very distressing for me.

If you like be cut off and transferred from department to department, if you also like five engineers to come out some with no PPE to sort out a problem none of whom can work on (due to the type of boiler) to then be told the boiler they have checked for Safety Inspection every year for four years is not covered. The staff have a great personality too, always joking that they will call you back in 24 hours, give it 72 hours chase them, get cut off and if you do get through after 7 different departments you still get nowhere. One engineer tells my tenant the boiler needs replacing, my tenant informs me Homeserve have no record of this.
So if you have loads of time on your hands and like playing games pay homeserve to add to your stresses!!
Worse company every......

Aviva sold me the boiler cover policy. First I find out nothing is covered until they do a boiler check. No other company does this that I have used before. After waiting I heard nothing about the check but did receive a letter saying I had no cover (despite paying a premium) until I got the check- so had to call them. No one picks up the phone- on hold for 45 mins, on a Tuesday morning on a sunny day- imagine winter! Eventually, this was booked in. Then an engineer comes a couple of weeks later and fails our very common and popular boiler telling us a part is obsolete. This is a part I can buy no issues! Guess what- engineer was able to refer us straight in to buy a new boiler from Homeserve! No thanks, our boiler is fine. Then heard nothing further. Had to chase to find out what is happening, another long, long wait for anyone to pick up the phone and then referred to different departments where long wait to pick up - now received an email saying our 'gas element' of the policy is cancelled but they are continuing to charge us for the add on electrics and security! I don't think so! What a scheme they have. Currently going through multiple complaint processes. My recommendation is to stay well away from this company and shame on AVIVA for not looking after its customer better than delegating them over to this level of customer service. The business model seems partly to be built around trying to sell you a new boiler for the 'obsolete' one you have.

Just got another tearful call from my 84 yr old mother saying no engineer has turned up for the third time!!
Two weeks she has been waiting for someone to fix her only toilet. Calls not returned, promises not kept - another cancellation on its way Homeserve...

If there were no stars they'd get that. Appealing service left over a week and a half and counting with no heating or hot water and vulnerable child in house. Promised calls and emergency call and still waiting!! Defo dissatisfied with service...so angry!!

Appalling service. Take ages to answer the phone dont listen send out engineers who cant fix the problem. They promise to ring back with an update but never do. They are happy enough to take your money but you get nothing in return. Dont waste your money. If I could have given zero stars I would have! Dreadful company.

Appalling service level experiences.
Two weeks after reporting a water leak, and after three telephone contacts initiated by me - with no pro active attempts On their part to contact me - I have had no success in getting them to rectify the fault.
Nothing but statements that “someone will contact me a.s,a.p.” Which they never do.
I’ve now cancelled the policy and am waiting for a refund on the excess I’ve paid.
Need to get an alternative service provider.
Avoid Homeserve if you want a job done.

Forever on hold (not the first time), can’t speak to anyone.
Currently on hold whilst writing this review. I’ll be cancelling renewal upon answer.... if the remaining 61% of my battery life lasts the on-hold time.

If you’re starting a new policy however, they will answer the phone promptly.

60 minutes, no answer. Canceled the direct debit with the bank, so I guess they will know my intention eventually.

Rang up to get an engineer to look at my elderly mothers boiler as kept losing pressure. They have been out twice before and said they had fixed it but no they have not. Third time conversation was with a person called Joel who asked me to do different things to the boiler. When I explained I was not prepared to start messing with gas he was very obnoxious and rude. I also do a customer focused role and if I ever spoke to a customer like he spoke to me I would be given the sack. Very bad customer service and does not give me a great deal of hope after looking at reviews. Will be encouraging my mother to cancel this policy!

Had to.hold for 62 minutes before the call got answered. My phone's timer can't lie. Including the actual brief conversation, I had to spend 65 minutes to lodge a claim!!!

Live chat didn't work.

They keep saying you can lodge a claim online but what they haven't told you is that their portal has problems to register you. You can't claim online unless you are registered.

I have been on the phone waiting for over 45 mins now being passed around to different departments trying to cancel my policy . Still on hold listening to their music . Stick to your own house insurance disgusting customer service.

I had water coming through the ceiling from the airing cupboard into the kitchen. It was coming from a pipe spur which had a bleed air valve.the rubber washer had perished. I taped round the pipe with duct tape and slowed the leak. Rang Homeserve in the morning and got an Engineer ( John B...) by 1pm. He checked his van for a replacement washer but as did not have one went to Walsall from Aldridge to obtain a new bleed valve. The replacement did not fit, the old possibly was imperial size and the new Metric. He got round this by soldering the valve on to a stub pipe and using compression joints effected a repair. Job well done.

I would give 0 stars if that was possible. We phoned about a water leak in our utility room on the Wednesday and were told an engineer would be with us by 18:00. Did not arrive or phone. We contacted them on Thursday and were told someone would come between 15.00 and 18.00. Phoned at 17.00 to check and visit was confirmed. Once again nobody turned up. Phoned again and they said someone would be out either before 21.00 or between 14.00 and 18.00 on Friday and someone would ring that evening to confirm the time. No phone call received until Friday to say that they wouldn’t be coming until Monday morning, which was no use as we had a hospital appointment to attend. Asked them to come on Tuesday morning and they said they would check that was possible and phone to confirm. This they did, only to email 2 hours later to confirm that they would be coming on Tuesday afternoon. At that point we gave up and called a local tradesman and got the job done within 90 minutes. We will be making an official complaint. Don’t waste your money!!

CANNOT BE TRUSTED TO DO ANYTHING RIGHT
THE INSTALLATION WAS PERFECT, THE ENGINEER DID A FANTASTIC JOB. HOWEVER THE OFFICE STAFF WERE COMPLETELY USELESS... FAILED TO BOOK AN ELECTRICIAN TO CONNECT UP THE BOILER, AND WOULD HAVE TAKEN OVER 10 DAYS TO SORT OUT, IF WE HAD NOT COMPLAINED. THEN ELECTRICIAN CONNECTED THE THERMOSTAT INCORRECTLY SO HAD TO CALL OUT THE ELECTRICIAN AGAIN!!
WHAT WAS WORSE WAS THE FACT THAT THE INSTALLATION TEAM CONTACTED OUR NEIGHBOURS AND STARTED DISCUSSING THE COMPLAINT WITH THEM AND LYING TO THEM; BREAKING THE DATA PROTECTION AND GDPR PROTOCOL.
PUT US THROUGH TWO WEEKS OF STRESS AND WAS ASKED "WHAT CAN WE DO FOR YOU" - BUT WHEN IT CAME TO IT THEY OFFERED US £100 AT THAT POINT DID NOT CARE ABOUT THE CUSTOMER.
****DONT USE***

Don’t waste your money they r liars they will mess about with ur boiler and leave it for a whole week without gas and heating and hot water they will never tell u what’s going on take my advice don’t go with homeserver

Disgustin company .they make a cock up on there end .then make it its your fault one day late with payment wen you try to get threw you messed about .then they send a,solicitors letter avoid with them. They nedd taking to trading standards

After waiting 45 minutes for somebody to answer they took my details and then put me on hold for 15 minutes so far still waiting for them to answer again . Good luck if theres an emergency .