Homeserve

Engineer attended but was unable to provide or replace the parts that were required during the boiler service. Instead of resolving the issue, I was simply told to get a completely new boiler, which is not covered under the policy at all, despite the fact that I have been paying for the highest level of cover for quite some time. The whole experience felt dismissive and unhelpful. Communication was poor throughout, and I was left with no practical support or solution. Very disappointing service. I would strongly advise others to avoid.

Lesson 1: by cheap you buy twice.
My mother had BG as her maintenance contract. She received a call from homeserve (phone marketing without permission) whether she would like them to maintain her heating system. She took the carrot and paid nearly half price for the contract compared to BG.
When it come to winter, her heating failed so she called homeserve who said they would send someone out. My elderly mother is not one to pester so she called again after one month to chase up by which time, it was freezing. They said that they will make the call out for urgent. A week later, still nothing. My daughter got involved and managed to get somebody out within a few days but he was not a fully trained engineer and didnt have a clue what he was doing. He was sent packing. After a few more weeks a another turned up. Knew his job and fixed the fault. The plumber sai dthat every property he had visited, the customer had issues with homeserve. He only signed up with them a couple of weeks previously and has been non stop dealing with all their unsatisfied which was pretty much every one. My mother took his number, cancelled her contract with homeserve and now enjoys a friendly professional service with an experienced plumber/heating engineer directly.
After the treatment of my mother, dont be gullible and take up a homeserve contract. Highly not recommended.

Keeps your excesses when no work done
Doesn't deal with complaints... not even logging them

Will be taking to ombudsman

Found out they have very bad business focus on ONLY profits

Https :// www.fca.org.uk/news/press-releases/homeserve-fined-%C2%A330-million-widespread-failings#:~:text=The%20Financial%20Conduct%20Authority%20(FCA,key%20aspects%20of%20its%20business.

They hanged out on me after 30 minutes waiting twice.
They answered ask for the name and address and put me on hold and hang out

Been a member of HOMESERVE for many years I pay £13 pm for plumbing and £6.27 pm electrical cover.
I had a split pipe under the sink which they came out the same day and repaired for £30 call out fee. So I was pleased with that. The other three call outs have not been so good. I have paid three call out fees for jobs that have not been carried out as they are "not covered " Rang in couple of years ago for leaking radiator in bathroom but when /I said it was a ladder radiator was told they only cover standard radiators?
I rang in today to report my electric light / extractor fan in bathroom was constantly stopping and running slow - again paid £30 call out fee upfront and the electricians came same day but guess what? HOMESERVE doesn't cover extractor fans with lights on so another £30 wasted plus the years of monthly payments. To say I am disappointed is an understatement. I also called them out a year ago to the same extractor fan as the pull switch was sticking - the electrician came out and because it didn't stick when he visited said he couldn't investigate it as it was working - another £30 call out fee. Am taking today's visit to TRADING STANDARDS. Homeserve must be making a lot of money on call out fees for jobs that they say are not covered. I have opened a complaint and hope to, at least get the call out fee refunded. At best I would like the light /fan to be fixed or replaced but I am not optimistic now.

This complaint relates to a boiler installation that was carried out by HomeServe. Part of the process that HomeServe quite rightly goes through is to conduct a video survey with their heating surveyor. Having carried this out with the heating surveyor it was established that the boiler that we had was relatively small and the new boiler that was being recommended was much larger and would potentially extend beyond the area of the cupboard that currently contained a boiler. We were encouraged to upgrade to a more expensive boiler that was about 100 mm smaller in height than the one that was being proposed and therefore would fit within the confines of the cupboard and would not extend beyond the top or the bottom of the cupboard. The survey also explored the possibility of the flue being raised to accommodate the taller boiler. The surveyor established it was very unlikely that there would be a lintel in the way of the new flue and therefore his only fear is that a box area in the corner of the room which would have to be removed may contain a waste pipe. When I removed the boxed area I confirmed there was no waste pipe and we had already established the lintel did not extend into the area where the flue would be situated.

When the engineer arrived at the property we had a discussion regarding the heating surveyors findings and that there would be nothing in the way of a new flue position and therefore it could be installed higher and therefore within the confines of the cupboard. The engineer said something along the lines of oh I don't mean to be rude but these surveyors are not in the real world and they don't really know what they are talking about. This may have not been exactly word for word but this is what he was implying. So basically he stated there was a lintel in the way of where the new flue would be located. He did not carry out any tests or anything to confirm this he just looked into the cavity and stated, no we can't put it there as there is a lintel and therefore I had to except what the heating engineer was saying. It turns out this was a lie, he deliberately lied to us so that he did not have to drill a new hole for the flue.

The engineer installed the boiler and stated that he would have to remove some of the tiled area below the boiler in order to accommodate it.

On completion of the installation I was quite surprised and shocked at the mess the engineer had made, the boiler sits about six inches below the bottom of the cupboard and he has made a mess of the tiled areas. He said I needed to sign the forms which I did because at that stage I did not know that he had mislead us into believing this was our only option.

I have now had two independent engineers look at the installation and I have list of issues that have been pointed out to me about the work that has been carried out.