“I don't even know where to begin! My recent experience with this service provider has been an absolute nightmare – easily one of the worst encounters I've ever had.
Here's the breakdown of what happened:
Multiple Cancellations: The gas engineer cancelled on me not once but twice on the day of the appointment and once even on the day before. This level of unreliability is completely unacceptable.
Refusal to Refund: Despite the engineer failing to show up, they have outright refused to reimburse the total amount of cover I paid for. It's mind-boggling how they can justify keeping my hard-earned money for a service I never received.
Unfulfilled Promises of Compensation: To add insult to injury, they promised me compensation three weeks ago, but I have yet to see a penny of it. It's beyond frustrating to be given empty promises and then left hanging.
Endless Runaround: Every time I try to follow up on my refund or compensation, I'm met with excuses. Either the person I need to speak with is conveniently "unavailable," or I'm told they need to conduct a "full investigation" into the matter. A refund shouldn't require a full-blown investigation – it's a simple matter of reimbursing what is owed.
Overall, I am utterly disappointed and dissatisfied with the level of service (or lack thereof) I've received. It's clear that this company has no regard for customer satisfaction or basic professionalism.
I urge anyone considering their services to think twice and look elsewhere for a reliable and reputable provider.”
“A con! Not fit for purpose. You have an emergency blocked external drains, they don’t show day after day. Company needs to be thoroughly investigated!”
“Terrible service,told me someone was coming out in the morning,by 6 o clock and after 4 phone calls no one had come, to then be told the job had not been put through!Never had an apology and to top it off when it was fixed the bloke put his foot through the ceiling and they won’t pay for it as we can’t prove it!”
“What seemed a difficult and demanding job, your two engineers today were excellent, completed the job and left my premises as good as new, very well pleased and impressed.”
“I have been a customer for over 10 years. Their yearly service charge has gone up hundreds of dollars. They offer no discounts for senior citizens or loyal customers”
“I waited in all day for the engineer to unblock my drains,he lifted up the drain cover, said it was full, then said he couldn't do it because it was a shared drain. I've had them cleared numerous times over the year's ,but he said to get Severn Trent to do it. So what am I paying 30.00 a month for, I'm cancelling my Direct Debit, the service is poor, don't come when they say they're coming,and I had to wait 3 day's for them to come,and they didn't do the job. Disgraceful.”
“Unbelievably bad service. They make appointments, no one nomes. Then they make another appointment and cancel that. They do not care about their customers and are dishonest.”
“A leaking pipe developed above the dining room/from the ceiling. Misses arranged for Homeserve plumber/engineer visit, he stated it was an issue with seals around flooring of the bathroom and water from the shower getting between gaps even though bathroom isn’t even above the dining room and the water would have to travel quite far to then leak through dining room ceiling. Put in temporary measure to resolve issue (temporary as bathroom is getting renovated anyway). Leak through ceiling of dining room persisted however.
Second engineer came around, stated it was now still the same issue but as a result of the sink letting water through gaps in plumbing fixtures and tap seals. Again, temporary measures put in place but absolutely was enough to deal with the issues which they stated are causing the leak as any water that would have been dripping was not significant by any scale.
Fast forward a couple weeks… bathroom has now been completely ripped out, no sink, no shower and no bath, including flooring ripped up and pipe work exposed - shock, no signs of water having travelled from bathroom to above dining room, as I had stated all along because it made no sense for water to travel so far along path of most resistance…
Third visit by engineer at 17:00 approx, (who happened to be the same guy who visited the first time). My girlfriend was dealing with him, as she has the previous engineers. The engineer storms upstairs like he pays the rent, raised voice the entire time whilst speaking to her. I am partially asleep at this point due to having a night shift coming up, but this rouses me, and the fact that there is a stranger in our home acting like that causes me to go upstairs and see what on earth is going on. I can only assume the engineer, having seen that their is no bathroom facilities even fitted now which could cause the leak and damage as they have been saying, must have felt silly and then doubled down on trying to explain the issue away… My girlfriend felt the need to record the ordeal as she was dumbfounded by the audacity and rudeness of the visiting engineer, as was I. This ordeal was also witnessed by friends of ours, who thought that it was neighbours being rowdy which goes to show how loud / rude and embarrassing the engineer was behaving. I believe if someone turned up at his house, and acted like he did at ours he would be fuming and disgusted.
Leak/dripping obviously still persists to this day, so I myself go to look at the hole (which you would assume the engineer/plumbers would have, given it is their profession to surely examine the plumbing and area of damage) turns out they didn’t even look through the hole of the ceiling to see that their is in-fact a leaking/dripping pipe directly above the damaged ceiling, and funnily enough not water damage from a whole room over.
The only redeeming part of having dealt with Homeserve so far is that the people we have spoke to on the phone have been supportive, polite and understanding.”
“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.”
“Absolutely appalling service.
9 months to eventually fix a leak. Ruined a newly laid block paving driveway during the many failed attempts!
As recently as yesterday, promised to call me back.have they? No.”
“DISGRACEFUL! Do not but any homeserve policy.
YOU HAVE BEEN WARNED!
Blocked drains twice, paid my excess twice.
Second time I was told there is pipe work issue and given a report as to what work needs completing.
Then told I need to locate the issue myself as it may not be on my property and I was told to call Severn Trent.
So visit number three,
Severn Trent turn up, and explain the issue is in a manhole on my property with faulty pipe work and Homeserve should have done this.
Visit number four
Homeserve send a different engineer out who located approximately site of issue but told me it’s my responsibility to get it dug up and exposed.
I spend time and money having my drive dug up, mess every where!
Vist 5
Same Engineer turns up looks at the manhole I’ve exposed, inside my own property 6 weeks on and just says, I’m not doing that, it’s a different department and left.
After three weeks and over five hours of phone calls.
I was hung up on three times by rude call handlers
Never called back on at least five occasions by mangers.
Told consistently for 5since February that if I can prove the pipe work is on my land and I expose it myself Homeserve will replace it,
After all this, five afternoons of work costing me £1250 in income, digging up my new drive at my own cost and expense including making a mess on my neighbours drive.
I am told that the regional manager for my area has now declined my job. We are horrified!
I have made a complaint, no response! I am sick of homeserve and have been lied to constantly the regional manager could not even be bothered to speak to me just told a manager to call me and decline the repair work, No explanation!
I have CCTV of everything that has happened and a written report stating what work needs doing!
I actually told Homserve that I would write this review on Trust pilot if I did not hear back from a manger to get my job finished, guess what no calls, not interested at all.
I am left with no option if this regional manager does not call me this week to get this job done, I will be contacting rip off Britain with my documentation, reports and CCTV.
I have asked for a freedom of request to be actioned by the regional manager for my telephone conversations and logs as I will be taking these to rip off Britain too. So far Homeserve have failed to provide this as well!
David Workman”
“Annual boiler service. Arrived at the time they said they would and did thorough boiler service, checking outside flu, timer switches, fuse box, gas meter and tested carbon monoxide alarm. Left everything clean and tidy. Respectful and polite engineer.”
“I had a contract for plumbing with these people, on three occasions I had to call them out for the same fault which was a simple toilet flush issue, they failed on every visit to rectify this. What made me remember this was last week whilst I was away my cat sitter who has no plumbing experience managed to fix it properly. Needless to say I didn't renew my policy.”
“Multiple appointments booked, multiple appointments nobody showed even after various confirmation phone calls with customer service and customer complaints. Avoid at all costs save your money go elsewhere.”
“Total joke - 2-3hrs wait to get through; no one can help you and no one ever calls you back (just lies). Appointments marked as complete when they haven't turned up (marked as complete 2 days before the actual appointment!!).
Once my contract ends they can go F themselves - total waste of time.
M”
“Took ages to get through on the phone. The electrician did come the next day. Identified what I knew was not the problem but said he had to get authorisation to fix it. Promised to call back . Did not. I got a text saying problem has been resolved. Still cannot get through on the phone. Complete rip off. Don't waste your money”
“Absolute the worst service ever. Their boiler engineer a complete incompetent person.custoner service agents just lie through their teeth. Managers even worse. They will bring anything to refuse the claim even after you are clear what system you have and they agreed on call. I'm taking them to the ombudsman . Don't waste your hard earned money with these cowboys.”
