We had an electrical emergency and your advert seemed to cover the situation in the yellow pages. Sure enough there was an electrician soon with us and whilst we were anxious about the time he took to do the work we were billed the hourly rate as advertised; this was very reassuring.
He also completed a survey of our old electrical system and got us a quote for renewal; this we are still contemplating .
Overall we were quite impressed and, I suppose, surprised as its quite rare to have such an authentic link between advert and actuality!
I had a late- night issue with a leaking toilet and found Homeserve on the Internet. They were out within in 2 hours and cheaper than the other quotes I'd found. Great service
The work was undertaken promptly and efficiently. However much of the "spadework" had already been done (on the roadside) by Anglian Water. The work on my side took about an hour which is a rip-off at £375.
Phoned Homeserve about a leak on the Watersupply Pipe - water running into road. Location of leak unknown, cannot see where its coming from. Told they would call back in an hour, when they did, they wanted all the same details all over again, and offered an appointment on Monday - Iasked if I could confirm the appointment shortly as I needed to ensure someone was there to accommodate them, and the call centre woman agreed I could phone back to confirm. Called back within 30 minutes, having rearranged appointments etc, only to be told by a useless character that he could now "offer me an appointmentnext week Thursday" ! Really? Water pouring down the driveway, offered appointment Monday, agreed phone back to confirm this, did so in 30 minutes and now its 4 days later? Plus water still pouring down driveway!
No one has bothered to call back as he said he was going to arrange (surprise surprise) .
I am really not happy. If I could give less than one star, I would. What a shower! And no resolution to the water leak either!
I have been with home serve just on 4 years and have been lucky enough not to have to use them, But I thought it was peace of mind knowing I was insured with I was such a respectable firm or so I thought. On Monday the 21st October I phoned to report my broken oven I was told I would get an engineers phone call with 24hrs so the wait begins!!!! Finally after several phone calls from myself I'm given an appointment for Friday the 25th October( In your policy it states you like sort the problem within three days!) The engineer is very polite and explains he needs to order the part but for me to phone on Tuesday to get a date fixed, so this is what happens: I phone on Tuesday to be told by h.serve they weren't sure on the part that needed to be ordered, I then re phone on the Wednesday where I was given an appointment for Tuesday the 5TH November( 15 days after reported fault). I wait in all day phoning h.serve 4 times as time is passing and I'm growing concerned as I forgot to mention on here I have two children who need feeding! I waiting in all day as requested by your firm for no one to turn up,not even a phone call. Wednesday 6th November my husband calls waits over an hour for the promised return call for it not to happen, we finally manage to track the engineers number who exolains it was a computer problem!!!!!!!!! I have now been left until Friday 8th hoping somebody does turn up as its my sons birthday on the Saturday and I'm meant to be having a party. I'm feeling very frustrated and very let down. I do have another policy for pipe repairs I am now in big doubt.
It wasn't cheap, but it was worth it.! Homeserve'srepresentative arrived within a short time and brought with him all he needed to replace the bits of the cystern necessary to stoe the constant waste of water.. He was pleasant, wasted no time and his repair is saving me a large water-usage bill. Please thank him.
It took 4 visits from homeserve to rectify the issue but Terry Russell, the senior plumber who was sent to the final visit was superb. He identified the root of the problem, got the price for the extra work fixed in advance and went out for parts. He was there for a long time doing a thorough and professional job, with a smile on his face.
Although the problem was 'URGENT' in the sense that we had to endure 6 or so hours without any water before your plumber arrived (the water had to be shut off at the mains because the WC was flooding) your plumber finished the job within 20 minutes.
The actual problem was a replacement of a washer in the WC which shuts off the water after flushing the toilet.
Having paid £99 for a washer and checking of other parts I was not exactly pleased.
I would have thought Homeserve might have contributed something towards this cost.
I raised below issue and Home Serve took it very seriously and contacted me. I was please with their prompt reply and even Marketing Director Contacted me and appreciate my feedback. It has been proved that Company take feedback very seriously and they do their best to satisfy their customer.
I will be Home Serve customer for next year and will provide more feedback regarding their services, I will also recommend Home Serve to my friends for sure
I found that they are advertising new Home Serve 8 customers will get £100 cash back,
so when you click on their Switch link it will say £19.50 per month with £50 access each time and £29.50 with £0 access while if you click on Free Boiler Service link, it says for the same Home Serve 8 cover with £50 access each time and £19.50 with £0 access
It doesn't make sense just assume if I click on Switch link and pay £29.50 for 12 month and in the end they will give me £100 cash back but in reality this cover is £10 per month expensive then which I was getting if I clicked on free boiler service and paid £19.50 per moth
So if you customers will pay them £120 more in a year and they will get back £100 only so still £20 loss
I am not sure why did they make this confusion,,,,,,
Thanks for reply but it still doesn't make sence as they are both same cove, please see below example
Customer A: Buy Home Serve 8 and pay GBP 19.50 per month (without access) total GBP 234 for a year
Customer B: Buy Home Serve 8 (by switching) and pay GBP 29.50 per month (without access) total GBP 354 for a year and get GBP 100 cash back so he/she paid GBP 234
So you can see
Cutomer A paid GBP 234
Customer B Paiid GBP 254
Why the customer use switching option they can just buy a new cover from you
Dont you think this is not a confusing and making fool customers that they will be rewarded if switch while they are not getting any reward but paying GBO 20 more than normal customer
Hope above examples will help you to understand
here are some of the details I posted on FB
Seems like I am having the same poor service from Homeserve like everybody else is experiencing and they seem to be very poor with regards to their response.
I explained to the homeserve rep that I had a leaky radiator that did not seem to be stopping. She was very casual with the way she took my enquiry and just repeatedly told me that I had to close the radiator and let the leak continue even though I explained to her that i had been towelling the floor and carpet continuously. Even though it was an emergency she claimed that nobody could come soon and it was my duty to wait for upto 6 hours from the emergency for somebody to arrive so effectively 8 hours and in the mean time she claimed that there was nothing more she could do. It may well be a case of Homeserve taking on more than they can choose and thereby resulting in not enough resources so to that extent I am not sure whether they can be depended upon.
The same lady Harriet was very cocky and said that she had no access to what level of service each policy had so what effectively she is saying is that irrespective of what policy you have with homeserve or however much you may pay for your policy they have no information so they treat the customer the same irrespective of what service standards you require.
She claimed she would send me a copy of my policy and was happy to do so but was not willing to understand the nature of how grave the situation was especially if the leak continues. She also claimed that the leak would stop in 2 hours but it seems that there is still water being fed into the pipes even though I tried to close the radiator valve and I am not a plumber but that's why you get insurance.
I have also asked for the complaint procedure but even this has been taken lightly. I am going to call again and see what can be done and will continue to post updates on this horrible service standard that Homeserve offer.
Part 2 update!
It seems Harriet had that delaying attitude as I learnt that potentially there is only 1 or maybe to give you the benefit of doubt 2 people covering the whole of the Greater London belt including Kent. This is the reason why Harriet despite being explained how grave the situation was chose to try and ignore what I am saying. Obviously and you may probably know that this was then escalated as I explained to Natwest the insurer the gravity of the situation as well as the helpless state I was in. I tried turning of the mains and all the other possible solutions but it seems that there was water in the expansion tank of the heating system and till this was drained there would be no end to the water flowing. So this resulted in all my carpets being wet and I'm unsure of the condition of the flat below yet as we had tons of water flow all night. I did get another call in 20 minutes from Ehsan having escalated the situation and was told that they would check if somebody could come out. I did get a further call from a plumber in half an hour and I explained the situation to him so he could conclude that indeed I did have an emergency and there was nothing in my capacity I could do to actually stop the leak other than filling water as well as mopping up every few minutes to prevent water from going further into the floor boards and on the carpet. I also found out that there might have not been any other engineer in the area and there is a high probability that Harriet did not take the problem at all seriously and just put the issue such that the job is rejected and no action is taken. To also be fair to the plumber it seemed that he was indeed available and not in bed and he was never contacted following my issue and it was only 2 hours later after the back forth was he woken up and I do not understand that if there was a plumber available when I called at a decent hour why the situation was allowed to just get out of control. When the plumber arrived here he realised that there was a serious issue as one of the nuts from the bleeding points of the radiator had come loose and there was no way it was holding its threading. So this meant that it would continue to leak all night and the simple switching off of the radiator valve would not work. I had anyway tried all what I could including draining all my tanks to try and stop the flow. The plumber managed to drain all the water from the heating system but did not have the part. He reported and tried to check the facts as to why my enquiry was not handled earlier when things could have been done better by a straight call-out but there are no answers and I will be following up on my complaint so that people dont get shafted by poor service as well as operatives who do not take you seriously. I am now waiting for somebody to turn up today between 8 and 1 to get this fixed. In the mean time today I got a call from Jamie who deals with Homeserve social relations as well as the complaints. He called today at 751 and confirmed somebody would arrive and I got another courtesy call at 915. I just wait to see how the situation gets resolved as well as what Homeserve will claim they will do to make sure that emergencies get addressed to. I hope the situation does not get worse in winter as if there is no manpower or there is a lack of understanding from their phone operatives in the plumbing department there is no doubt that people will be upset and damages might be great especially when you do have an emergency and you expect that you are safe in their hands!
Your engineer was polite got on with the job in hand and cleaned up afterwards. Work very satisfactory.
The only blip probably couldn.t 'be helped Instead of arriving within 3 hours as stated to me, I received 4 apologetic calls throughout the day saying engineer would be later than expected which, unfortunately, kept me in all day. .
He arrived on time and carried out an excellent job, hopefully I won't have the same problem any time soon but would be very happy if the same workman came to sort it out.
Don't turn up when they say - don't ring, the Engineers Lie about calling you.
No one cares - two weeks without a boiler and two kids to keep clean - nightmare.
Save yourself the cash and pay for the repairs - at least then they will turn up.
On the phone they seemed to know what they were talking about and I asked for the U-bend under the sink to be fixed and a new washing machine to be fixed. Then when the guy came round he said I could only have the u bend fixed. I explained I booked 2 jobs. He then had a go at me because the call center didn't pass the second job on. he made me feel uncomfortable in my own home. he told me it was going to be a rush job because he had to be in Nottingham in 40mins and didn't have time for this. by which point I felt under valued as a customer and intimidated, my young daughter also picked up on this as she asked why does that man keep shouting. What a waste of money, would not recommend.
we had problems with a water leak the day after returning from holiday. Didn't receive any help from the water company. Our problem was not covered by our homeserve policy but they were very helpful in assessing the leak and giving a quote for repair. As it turned out our buildings insurance covered the problem but the homeserve staff were happy to wait in reserve until everything was resolved. All our contacts with them were courteous and helpful
The Call Centre staff were excellent, as the insurance did not cover my problem, put me straight through to 'one off job' Department. Was arranged to call within 2 days,.
Timescale was convenient, Plumber was polite and job done with approx half hour. One off payment was fair and at least I have some comeback should there be a problem, which I am sure there will not.
Although no-one was available on the day the call was made, the plumber arrived when he said he would the following day. The work was done quickly and to a very high standard. Wouldn't hesitate to recommend to others.
Fast service. The engineer was very helpful , polite and cleared up any mess.
The only problem was we could not book on line because the web site we were given
with the membership number does not exist i.e. www.homeserve.com/vwcmembers
but the telephonist was very helpful.
From my first call to the completion of the job, a very short two hours later, I was dealt with in a very professional and respectful way. I was exceptionally stressed at the start.......and very calm and relaxed at the end. From the moment my plumber put on his plastic overshoes to protect my carpets, (even on a dry day), I knew I was in good hands. He completed three jobs very efficiently and to a high standard. The price I was quoted at the start was the price that I paid. No quibbling!!!! Future prospective customers, have no fear. GIVE THEM A TRY!!!!!!!!
In the midst of a catalogue of disasters running into each other, your company was great, I knew what it was to cost, and the response time was quick.. I was insured, but the insurance would not treat the problem as an emergency, and were going to charge me £20 more just for the call out... will recommend you and use you again... 10 out of 10!!
Living alone,suddenly without power, what do you do? Panic! No longer having a man about the house I hadnt a clue how to proceed but theScot.Power emergency people said it was not their problem. Yellow Pages>Homeserve>problem solved! No! I was promised someone would call in three hours, which would be around 11pm - nothinghappened, finally shivering to bed around midnight. Phoned Homeservearound 6.30am - no trace of my call at first then guess what? The FAX failed to send! Had the excuse been "it was a busy night...." acceptable, but a missing FAX! Well someone did arrive 10am, turned out the fault is in my cooker, well how was I to know that? When I started this I thought I dont need them to know I am female and also an OAP but that's who I am and it was a bit scary as well inconvenient so I do feel a bit let down.
'My drains are blocked' is not what you want to hear when visiting an elderly, disabled relative on a Saturday morning. Quickly followed by 'don't worry, I'm insured' ....
A telephone call to HomeServe UK established that my mother was not insured for work outside however the company could have someone at the property within 3 hours. An estimated cost was quoted, reassurance was given that all staff carry ID and I was advised that if the job was caused by an indoor blockage HomeServe would adjust the cost.
The technician rang prior to arrival, was friendly, courteous and efficiently resolved the blockage.
An excellent service!
Have had "cover" with them for over 10 years, luckily never had to call them. In short, for some reason I had to call them for 2 separate leaks over the last 3 months: this resulted in 12 appointments (these are in the form of morning/afternoon), 3 actual attendances and no repair: in the one case, their "engineer" who came to fix a minor cistern leak, took apart the entire toilet system and left it there, declaring that the toilet "is now inoperable". For a roof leak, 3 different roofers came only telling me what the other had done wrong but no repair. In one instance when I complained for being stood up (again) I was told that they tried but my mobile was switched off, so they left a message. When I strongly disputed this and told them I would request my call logs from Vodafone, they changed their tune and claimed that they had left a voicemail on the wrong number!
I lodged 4 complaints with them in all about their customer service and actual lack of repair. I each case they claimed that their "customer relations" department would contact me within 7 days. This never happened. Thew same with my written complaints.
I went to the Financial Ombudsman (who "knows them well") who upheld both complaints. Still no reply whatsoever from Homeserve (even to the FO).
It is like they are doing it on purpose, getting actually out of their way to annoy and fail to provide a service! I have never before come across anything like it!
Plumber was very patient in getting rid of air lock in water pipe, after fitting
new taps on kitchen sink.
Telephoned customer services to put correct date of job, on invoice because
they entered the following day's date.
Good job overall and prompt response.
Returned from holiday to water disaster already had boiler coverd only wished I had kept the plumbing cover a expensive call charge but the engineer was good solved the problem oh and the call staff were sympathetic
Technician arrived on time, smartly dressed,did the job efficiently, and gave lucid & competent explanations to other queries that I had without being over-technical.
All in all very pleased with the outcome.
I recommend anyone to use Homeserve for blocked drain problems; The plumber came within the day, I had called that morning, he assessed the problem, made a judgement, carried out the work and in 2 minutes I had an unblocked drain.
I asked for his opinion to prevent future problems.
Overall I am totally happy with the service and would definitely use again.
When I discovered a water leak on my property I contacted the water company who gave me a leaflet about "HomeServe" and also three other local plumbers who they had on their recommended list. After some thought I decided that HomeServe appeared to have a lot of experience and they had a quoted fixed price for the work and in all probability they would be round to do the work quickly, which was a very important factor considering the loss of water frokm the leak.
I am very pleased that I did choose them. I phoned them in the morning about 9.30am and they came the same afternoon, dug up the garden and fixed the leak and it was all finished by 5.00pm. No fuss. No hassle. Just a job well done.
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