United Utilities - Homeserve Plumbing and Drainage Insurance

Saversue

I am currently putting in a complaint about Homeserve. They refused to come out and fix a problem they had created by doing a repair.
Has anyone else had problems claiming for repairs,faulty repairs or refusing to sent someone out through their Homeserve Insurance?
They told me I had an air-lock and that was not an emergency. I didn't have an air-lock, the plumber didn't fully open up one of the isolation valves he shut off while doing the repair.

Oscar_The_Grouch

Homeserve work on very tight margins, so if they can get away with NOT sending someone, they will. When they do send someone, the wages are so poor that they want to get in, get the job done and get out as quickly as possible (then charge for a full hour of work).

They are not alone; all the home emergency companies I have dealt with are exactly the same. I wouldn't (personally) touch a home emergency company with a barge pole I had borrowed off a complete strager in the street.

I assume that you got your own chap out to fix the problem. Get him to give you an invoice detailing exactly what he did, what he found and what he charged you. Send this to Homeserve and ask them to reimburse you. They will be governed by the FSA regulations, so they have 8 weeks to get back to you I'm afraid. The thing to do is make sure everything is in writing and if they phone, you, ask them to write to you as you do not wish to discuss the complaint over the phone.

All the best.

Saversue

Thanks Oscar the Grouch. Latest update - I have now had FOUR Visits to fix the problem, all via Homeserve. Have spent hours on the phone and a week of despair trying to sort out the problems. The Call Centre and 'plumbers' were a disgrace. Have sent in a complaint as even the complaint I dictated over the phone vanished from the system between visit three and four.

Oscar_The_Grouch

You have to give them every opportunity to put right what they have done wrong. I think you have done that!!

I'd suggest you send them a letter that says they have 14 days to resolve the problem or you will be instructing your own firm to correct their errors, then seeking full reimbursement from them plus compensation for your time spent on this issue.

Send the letter by Special Delivery (not recorded delivery) so that you can track it to their office and get confirmation of who signed for it (they won't lose it that way).