How are HomeServe still in business

FaIrPlAy8

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

Dear Famena, Here To Help Team HomeServe.
You state "Customer loyalty is something we very much value and recognise."
Could I have just one instance of this in operation?
A few years of renewing with your dishonest company and the Homeserve8 bill is £600+ a year. When the cost of renewal is questioned a reply from a Homeserve representative states this is a normal cost that is also paid by many other customers. I have the letter if you wish to receive a copy.
New customers receive massive discounts that disappear the moment they loyaly or stupidly renew their policy, now I wonder who is paying for these discounts if it is not the idiots who continue to renew their policies.
Anyone with any sense would take Homeserve's first year offer, get their boiler or whatever needs doing fixed up and after a year has passed tell Homeserve where to put their renewal letter because if they do renew I guarantee they will definately pay a significant amount more.

keith234

I have have no water or heating since 29th November 2014
They attended and diagnosed need for a new pump within a week-
Weeks later (23 December) they informed that a agent would attend Christmas eve to fit pump-
never turned up

They informed when I rang that they had the wrong part and would attend on Saturday 27th December

I rang them on 27th Dec at 2pm to be told that the job was booked for between 8am-6pm on 30th December at the earliest....

Butterfly368

I took out emergency cover with Homeserve last week (luckily still within the 14 day cool off period which I will be using after seeing this thread!). Even though a free boiler service is included, they are only carried out between April and September. I paid an extra 90 pound for a service now as have moved into a new house and have 2 very small children.
service booked for yesterday between 8 and 12. No one turned up so I rang and was told their engineers were busy on emergencies and had told them that morning (no one told me!). They apologised and booked again for this morning. Again no one turned up and I was told they will come this afternoon - still waiting!
I have 2 small children and it has been really difficult waiting in for 2 days. Am tempted just to cancel and go with another company. I usually check out the reputation of companies I go with - it just shows that I didn't this time!

HomeServe_company_representative

Hi keith234,

I’m sorry to hear of the issues you have described regarding the delays incurred throughout your recent claim and I apologise for the inconvenience this may have caused you during this period.

I want to thank you for posting your review as we do appreciate all customer comments as this helps us to improve our service.

If you would like to discuss your concerns in more depth, please contact our Here To Help Team and we would be happy to help. Our contact details can be located on our profile page.


Kind regards

Jackie
Here To Help Team
HomeServe

HomeServe_company_representative

Hi Butterfly368,

I am sorry to hear of the issues you are experiencing regarding your recent boiler service and for the delays incurred. I apologise for the upset and inconvenience this is causing you at this present time.

We would like to look into this further for you.

Please could you forward your policy number and contact details to our Here To Help Team and we will contact you back to assist you further. Our contact details can be located on our profile page.

Once again please accept our sincere apologies for the inconvenience caused.

Kind regards

Jackie
Here To Help Team
HomeServe

capetown29

I have just been helping my 85 year old father with his home insurance renewal only to find he has 4 additional Homeserve policies on top of his House & Contents Insurance. All the Homeserve policies are covered within his House & Contents. I believe for several years he has been missold these insurances which amount to vast sums! I know that they were fined for misselling this time last year but can we still make claims?

Would appreciate any advice
Thanks:j

kaya

British Gas went to do a safety check at my 80 year old Nan's house last week and condemned the gas fire, the fitter suggested fitting another radiator instead of a new fire and explained how he could simply drill two holes through a wall in the lounge and attach the new pipe work to an existing radiator in the hallway, all good so far then he gave a quote of £600!!!! , we contacted them on nans behalf and asked for a breakdown of the quote knowing the radiator could be brought for around £60 from screwfix and it would need about £30 of sundries , I am still confused as to how they can justify the labour charge on the quote , £285 per hour plus VAT! For a !!!!in plumber as there is no gas work involved whatsoever, I'm gonna say it again as I am still in shock, £285ph for labour!!! Talk about daylight robbery , most plumbers charge £150 for an entire day not double that for an hour, please steer clear of British Gas and always ask for a breakdown of any quote especially when it's a frail little old ladies house, thieving !!!!!!! barstewards

HomeServe_company_representative

Hi Capetown29,

Thank you for your post. We would really like the opportunity to look into this further for you and your father.

Our email address is located on our profile page. If you could contact us via email with the policy holders details and contact number for us to call you and discuss this further, that would be great.

Please accept our sincerest apologies for any inconvenience this matter may have caused you and your father.

Looking forward to hearing from you.

Anna
Here To Help Team
HomeServe

rawjade

I reported a fault to Homeserve on 14/12/2014 and till today 12/2/15. The fault is still not corrected.

Its an electric boiler and apparently the thermostat and the connector need to be change. But to do that they have to drain the boiler. So they would need someone to drain and someone to change the parts.

The parts took forever to come because Homeserve couldnot contact the engineer office or the engineer etc

I am unsure what they are doing but they have sent out a few engineers who one way or another can not carry out the work. In between visits, there are so many no shows too. Who do they use?!!! are they even qualified? They seem to be all incompetent.

I have spent almost everyday calling Homeserve. I have taken so many days off to wait for engineers. I have been nice, patient, upset and angry talking to their customer service operators but no success. I am left with no hot water and do not know what to do.

What kind of Home emergency cover that take nearly 3 months and not sorted out!!! With their terrible reputation, how can they be in business!!

I have sent them an official complaint via post, via their website. I have emailed to their press office and the CEO. I will email/post my story everywhere if I have to.

I just want the boiler to be fixed ASAP. Any advice will be much appreciated.

HomeServe_company_representative

Hi rawjade

I am sorry to hear of the issues you are experiencing regarding your recent boiler claim.

Please could you forward your policy number and contact details to our Here To Help Team as we would like to look into this for you.
Our contact details can be located on our profile page.

Kind regards

Dave
Here To Help Team
HomeServe