How are HomeServe still in business

HomeServe_company_representative

Hi,

I’m sorry to hear of the issues you have described and apologise for any upset and inconvenience this may be causing you.
We would like to look into this further for you.

If you’d like to get in touch to discuss your concerns in more depth, please visit our profile page. This is where you can find our contact details and we would be happt to assist you further.

Kind regards

Jackie
Here To Help Team
HomeServe

bmohandes

Avoid using Homeserve!!!
I am really really !!!!ed off with them.
It started a couple of years ago when along with my Thames water bill I got a leaflet for a 'special offer' on my water pipe insurance. From the main road to my house there is ~300m so if there is a leak it is down to me to repair it, so it seemed worthwhile having.
Since I started this policy every year they have attempted to add other 'goodies' to the policy so that they can increase the policy cost.
So it went for £5 a month to £17 a month, and just two weeks ago they tried to hike the policy cost to £34 a month. The state on the renewal that as you are already on a direct debit you dont need to do anything and that the policy will automatically renew at the new price.
I called them to ask why the sudden hike, and they informed me that there was no further discounts available for my policy.
I did point out that the exact same policy was available for 'new' customers for £7 on their website. Their response was go ahead and cancel, and they take a new policy but have the risk of no cover for 14 days, as per the T&C's.
I think this is very sleazy. I have also noticed that they have been fined by the FSA for misleading customers about their policies.

Is there any other choice around?

Make sure that if you have a Homeserve policy that you threaten to cancel if they bump the policy for a couple of years.

Bijan

HomeServe_company_representative

Hi Bijan

I've read your post and also responded to your comments on Trustpilot. I’m pleased that we have been able to address your concerns and that you have decided to stay with us.

As we explained, we absolutely believe that we price our products fairly and that we deliver outstanding value. Most importantly, we believe our products work when our Customers need them.

HomeServe offers a range products to suit the different needs of our Customers. The ‘goodies’ you refer to may have been associated with a different, more comprehensive cover. If you chose to upgrade your policy then this would explain the increase in cost. Additionally, any claims you may have made would have been considered as part of your premium review. You’d have been notified about this 28 days before your renewal date.

The online prices you refer to are for new Customers only. We are very clear in all our communication that this is an introductory price for new Customers and that it will change for the second year. We would not encourage Customers to cancel and reapply for the introductory offer as you suggest as they would lose coverage.

We always try to ensure our pricing specifically takes into account our Customers’ individual circumstances. Therefore, as I said, I’m pleased that following your conversation with my colleague today that you've decided to remain with HomeServe.

Should you have any other queries you please contact the team. Our details are available via our profile page.

Kind regards

Famena
Here To Help Team
HomeServe

Cardew

HomeServe_company_representative wrote: »

Hi Bijan

The online prices you refer to are for new Customers only. We are very clear in all our communication that this is an introductory price for new Customers and that it will change for the second year. We would not encourage Customers to cancel and reapply for the introductory offer as you suggest as they would lose coverage.

'Change' = 'Large Increase'


In effect a 'reverse' loyalty bonus!

vespa66

I have been with Homeserve for numerous years but rarely needed to use them .They take my money every month and my premium goes up every year!
Last Monday 17th November i called them at 20:30 ish to say my boiler was not working .Ok ,the call centre man said ,i am sorry to hear that ,what's your long card number !! for the excess. after i paid it ..he said an engineer would be with me between 8am and 12 noon on the 18th,i will get a call from him to confirm a time..
I waited until 1pm before i rang then on the 18th to see where he was
..been held up was the reply ...2pm he rides down the street on his trusty nag wearing a Stetson and holding a 6 shooter .
He comes in i make him a cuppa ..as he looks at the lifeless boiler ..
Then he went for the fuse box ..changed it and hey presto the boiler bursts into life...fantastic i said feeling a bit daft for calling them out.
Oh no he says they must be a reason the fuse had blown he proceeds to unscrew the boiler cover ..yanking and pulling at it it would not come off..you need to take the top off your cabinet he says ..[boiler is in a built in cupboard]..the cover has been put on wrong. I climbed onto the kitchen units to have a look to see if i could remove the top off the cabinet..there's a screw here i said
you must have missed it !!
Bang crash Bang Bang ..for 10 minutes ..have you the instructions he asks..errrr yes i said ..he took them off me and sat in his car for 20 mins reading it.
Comes back in on his mobile ,i presume to someone who knows what they are doing....after a long conversation with his friend i could hear the boiler fire up 3 times.
He then shouts me into the kitchen ..I need to speak to somone else but they are on their dinner hour . Its 3pm at this point.
I will come back in an hour ..but this dripping water is causing the fault ..WHAT! i said it was not dripping before ...oh yes it was he says...it was raining out.
I think i would have noticed i said to him placing a pan under it.
Be back in an hour he said...
That was the last time i saw him or anyone else from Homeserve.
After numerous phone calls and complaints ..i am still left with no
Hot water or central heating for over a week now .
I have been lied to by homeserve and the contractors who sent the cowboy out originally..
What can i do ??

FaIrPlAy8

vespa66 wrote: »

I have been with Homeserve for numerous years but rarely needed to use them .They take my money every month and my premium goes up every year!
Last Monday 17th November i called them at 20:30 ish to say my boiler was not working .Ok ,the call centre man said ,i am sorry to hear that ,what's your long card number !! for the excess. after i paid it ..he said an engineer would be with me between 8am and 12 noon on the 18th,i will get a call from him to confirm a time..
I waited until 1pm before i rang then on the 18th to see where he was
..been held up was the reply ...2pm he rides down the street on his trusty nag wearing a Stetson and holding a 6 shooter .
He comes in i make him a cuppa ..as he looks at the lifeless boiler ..
Then he went for the fuse box ..changed it and hey presto the boiler bursts into life...fantastic i said feeling a bit daft for calling them out.
Oh no he says they must be a reason the fuse had blown he proceeds to unscrew the boiler cover ..yanking and pulling at it it would not come off..you need to take the top off your cabinet he says ..[boiler is in a built in cupboard]..the cover has been put on wrong. I climbed onto the kitchen units to have a look to see if i could remove the top off the cabinet..there's a screw here i said
you must have missed it !!
Bang crash Bang Bang ..for 10 minutes ..have you the instructions he asks..errrr yes i said ..he took them off me and sat in his car for 20 mins reading it.
Comes back in on his mobile ,i presume to someone who knows what they are doing....after a long conversation with his friend i could hear the boiler fire up 3 times.
He then shouts me into the kitchen ..I need to speak to somone else but they are on their dinner hour . Its 3pm at this point.
I will come back in an hour ..but this dripping water is causing the fault ..WHAT! i said it was not dripping before ...oh yes it was he says...it was raining out.
I think i would have noticed i said to him placing a pan under it.
Be back in an hour he said...
That was the last time i saw him or anyone else from Homeserve.
After numerous phone calls and complaints ..i am still left with no
Hot water or central heating for over a week now .
I have been lied to by homeserve and the contractors who sent the cowboy out originally..
What can i do ??

Never continue a policy with homeserve for more than one year, they do not recognise loyalty and will only increase your premium. If you have to call them out expect to pay a huge increase on renewal of policy, they will hide this information from you on your policy document, in fact in their letter they will suggest you do nothing and they will take care of everything. Cancel the policy at end of term and take out a new policy a couple of weeks later and you will save a fortune. You could go to another company for a year and take the benefits offered to a new customer and then if you are able to forgive homeserve their failings you can renew again with them. New customer equals special discounts paid for by customers who renew policies.. To repeat do not be loyal to them for if you are they will certainly make you pay for it, they are totally dependent on people being too lazy or forgetting to cancel at end of contract.

FaIrPlAy8

Cardew wrote: »

'Change' = 'Large Increase'


In effect a 'reverse' loyalty bonus!

Thankyou Homeserve company representative, it is very refreshing to find someone honest enough to admit that his employers are not interested in customer loyalty and in fact those "idiots" will be punished in the pocket for their daring to renew a policy with homeserve. I congratulate you for attempting to make it clear to all homeserve customers that they should never renew a policy but either go away to another supplier and come back a year later to receive all those lovely new customer discounts or simply not to renew for a couple of weeks and once again the rewards are there for the taking.
Your honesty really is appreciated.

HomeServe_company_representative

Hi Vespa66

Thank you for highlighting your service issue to us. I’m sorry to learn of the difficulties you’re experiencing with your boiler claim. We've responded to your comments on Facebook and Twitter and I understand my colleague has spoken to you about your concerns.

We always strive to deliver the best service possible to our Customers. If we fail to do so, and sometimes we do, we’ll always investigate and look at how we can improve. Please be assured that we will fully investigate the points you've raised but our main focus now is to get your heating and hot water restored for you. This matter has been escalated to the relevant people on your behalf. We really do value your feedback and will endeavour to resolve this matter swiftly for you.

Should you need to get in touch with us our contact details are available via our profile page.

Best regards

Famena
Here To Help Team
HomeServe

HomeServe_company_representative

Hi FaIrPLAy8

Thanks for your comments. I can assure you that we absolutely care about our Customers, their views and experiences.

For new Customers we are very clear in all our communication that we are offering them an introductory price and that it will change for the second year. This is our way of letting Customers experience our service at a reduced rate before they continue with the cover at our standard pricing. Our Customers have the opportunity to review their cover to make sure it suits their needs at the end of the first year. Policy documents are sent out 28 days in advance of renewal confirming the cost of cover.

Customer loyalty is something we very much value and recognise. If you are a policy holder we’d be more than happy to speak to you about your specific needs and pricing. Should you wish to get in touch with the team you can find our contact details on our profile page. A member of the team will be more than happy to get back in touch.
Kind regards

Famena
Here To Help Team
HomeServe

footyguy

HomeServe_company_representative wrote: »

Hi FaIrPLAy8

Thanks for your comments. I can assure you that we absolutely care about our Customers, their views and experiences.

For new Customers we are very clear in all our communication that we are offering them an introductory price and that it will change for the second year. This is our way of letting Customers experience our service at a reduced rate before they continue with the cover at our standard pricing. Our Customers have the opportunity to review their cover to make sure it suits their needs at the end of the first year. Policy documents are sent out 28 days in advance of renewal confirming the cost of cover.

Customer loyalty is something we very much value and recognise. If you are a policy holder we’d be more than happy to speak to you about your specific needs and pricing. Should you wish to get in touch with the team you can find our contact details on our profile page. A member of the team will be more than happy to get back in touch.
Kind regards

Famena
Here To Help Team
HomeServe

I beg to disagree.

Unfortunately I don't have the letter anymore to refer to as I binned it in disgust.

But it was totally unsolicited and was offering plumbing insurance and was extolling just how cheap your offer was (and how comparable it was to others on the market)

I can't remember the exact figures but I think it said something like 50p per month.
It compared it to British Gas who you claim charged about £6 a month for comparable service.

Wow I though. 50p per month? That's only £6 for the whole year. Being the suspicious minded person I was, I thought I'd double check, and initailly could not see the catch, and even I was tempted at £6 per year to take up such insurance cover.

And then I found it in the very small print - certainly not clear as you are making out. But from year 2 onwards you would charge a whopping £13 a month. :eek: :eek: :eek:

So by the end of year 2 (and presumably your intention is to retain customers you sucker in) I would have paid more for your cover than the British Gas one you were comparing it to. :eek:

And from then on, if I continued to have the same cover, you would be really raking it in! :mad:

HomeServe - a name I shall not forget ... because I will never be your customer, that's for sure.


Edit: I'm so ashamed I binned the letter now
I just double checked but it''s definitely gone, and I usually keep all correspondence, but this one so annoyed me I definitely binned it in disgust.

If I still had it, I would have posted it here to alert others and let them decide for themselves if you "are very clear in all (y)our communication"