How are HomeServe still in business

Former_MSE_Andrea

Hi Foggyboy

Homeserve has asked us to post a reply. MSE doesn't endorse anything a company says on the forum

HomeServe are sorry that you are having issues please contact heretohelp@homeserve.com and we will be happy to try and assist you.

Pincher

Ask for senior management to commit seppuku,
to prove their sense of honour and high standards.

The severed heads should be posted outside HomeServe offices,
as a constant reminder of HomeServe's expectations for customer service.

Underscore

Was going to ask if it was worth a discounted price of 2.xx per month that I have just been offered on the phone.

Looks like its worth less than 2p a month - so thanks all for reporting your experiences.

eurekar

Our boiler was only firing up for hot water when the heating was on so we called Homeserve as we had a policy tagged on to an HSBC financial product. Customer service were good, they booked us an appointment and the engineer turned up on time....good start!
During the visit they allegedly replaced the diaphragm & PCB....however after a call to 'Ideal' they stated that none of the remedies had worked and in fact we needed a power flush....I asked if we were covered for a power flush and they said 'no, it will cost in the region of 5-600 pounds'...the engineer asked if I had a sharp thin implement to attempt a fix on the boiler....I gave him a kirby grip.....Why did he not have the correct tools????
Meanwhile we have now been left with neither heating or hot water!
Customer services informed us that until we had a power flush our insurance was 'suspended'....

Not convinced that the engineer had a clue what he was doing we contacted a recommended plumber for a second opinion...He found that the diaphragm had NOT benn replaced & neither had the PCB....'Ideal' recommended that he replace both and a new pump before he could tell if the system needed a powerflush!!!

We put in a formal complaint to 'Homeserve' and waited the 8 weeks before we could go to Ombudsman. Miraculously they contacted us just after the 8 weeks were up and sent an engineer to rectify the problem. It was the same engineer...again no tools??? He asked me what the problem was and said there was no point looking at the boiler as it hadn't been powerflushed. I explained that we had had an independent plumber out that had found his work to be inconsistent with his alleged findings....RED RAG TO A BULL! He refused to look at the boiler as our plumber had left the casing off (as a favour to Homeserve) He proclaimed that as it was third party handled he would not be doing anything...

At this point I challenged him and asked why he was not aware of the reason for his visit...he said he had to call 'the office'. I told him to leave as it was a total waste of time him coming here with no intention of sorting problem.

We have been promised £500 towards fixing problem by our own plumber....fingers crossed.....

Duration so far 4 months no hot water or heating and 2 young children....

Warks

On 11/3/2011 our toilet drain blocked. I phoned HOMESERVE. "Andy" arrived promptly in a shiny signwritten van fitted with a high pressure water pump.
He opened a drain inspection cover about 3 metres from the house. Taking the hose with a heavy metal nozzle from his water pump, he rammed it forcefully up the drain from the inspction cover towards the house, shattering the ground floor WC pan.
Several large pieces of porcelain broken from the WC pan went down the drain pipe - not good for the chances of a future drain blockage.
"Andy" told me this breakage was not covered by insurance, and drove away.
Despite letters, photographs, and phone calls, HOMESERVE have adamantly refused to admit responsibility for this breakage. They have paid no compensation.
So, incompetence, irresponsibility and dishonesty from HOMESERVE.
A local plumber replaced the broken WC pan on 31/3/2011 at a cost of £312.
I was originally introduced to HOMESERVE by an unsolicited letter from SEVERN TRENT WATER in May 2008.
The SEVERN TRENT logo appears on later correspondence from HOMESERVE.
So, SEVERN TRENT, what is your relation to HOMESERVE, with its charlatans and cheats?

MothballsWallet

Andrea,

MSE_Andrea wrote: »

Hi Foggyboy

Homeserve has asked us to post a reply. MSE doesn't endorse anything a company says on the forum

HomeServe are sorry that you are having issues please contact [EMAIL="heretohelp@homeserve.com"]heretohelp@homeserve.com[/EMAIL] and we will be happy to try and assist you.

This is the 2nd time in this thread that Homeserve have asked MSE to post this exact text - perhaps if they spent more time, effort and money on their processes, they might actually be able to improve?

Doubt it will happen though

jess1974

I get repeated letters from Homeserve seemingly endorsed by Anglian Water, i have never been tempted to take out the cover as i have a fairly competent husband who can fix most leaks, blockages etc.
If something goes wrong with my boiler, i will call a local boiler repairman who trades on his reputation, not this bunch of incompetent cowboys.....

macman

Warks wrote: »

On 11/3/2011 our toilet drain blocked. I phoned HOMESERVE. "Andy" arrived promptly in a shiny signwritten van fitted with a high pressure water pump.
He opened a drain inspection cover about 3 metres from the house. Taking the hose with a heavy metal nozzle from his water pump, he rammed it forcefully up the drain from the inspction cover towards the house, shattering the ground floor WC pan.
Several large pieces of porcelain broken from the WC pan went down the drain pipe - not good for the chances of a future drain blockage.
"Andy" told me this breakage was not covered by insurance, and drove away.
Despite letters, photographs, and phone calls, HOMESERVE have adamantly refused to admit responsibility for this breakage. They have paid no compensation.
So, incompetence, irresponsibility and dishonesty from HOMESERVE.
A local plumber replaced the broken WC pan on 31/3/2011 at a cost of £312.
I was originally introduced to HOMESERVE by an unsolicited letter from SEVERN TRENT WATER in May 2008.
The SEVERN TRENT logo appears on later correspondence from HOMESERVE.
So, SEVERN TRENT, what is your relation to HOMESERVE, with its charlatans and cheats?

Why haven't you pursued a claim through the Small Claims Process for the costs incurred?
ST will simply get a referral fee from Homeserve.

Mehdi

I took out cover with Homeserve in December 2010. My boiler developed a kettling fault in March 2011. The engineer claimed their was debris in the diverter valve and the 3 year old boiler needed a powerflush which, conveniently, was not covered in the policy. I cancelled immediately.

I got boiler cover as part of my contract with Scottish Power. The engineer serviced the boiler, said the kettling was due to a faulty diverter cartridge, ordered the part, fitted it 3 days later, kettling gone. As I expected, Homeserve did not repair my boiler in order to save labour and parts costs. Disgraceful company.

C_Mababejive

I'm amazed at the number of new poster on this thread !