Please help at the end of my tether with HOMESERVE

lisasi

5 weeks ago (yes you read it correctly) my boiler started to make a rattling sound when fired up and then would cut out. As I have HOMESERVES heating and boiler cover I rang them straight away (friday), they said they would send an engineer out on the following wednesday, so a very cold 5 days followed, when the engineer came out he looked at the boiler and asked what was happening, and turned it on, it fired up, rattled and went off. he then told us it would need a new PRV, PCB AND A DIVERTER !!!! not being heating engineers we didnt disagree, he said the parts would be ordered and he would prob be back on the friday to fit but someone from homeserve would ring to confirm.
Thursday came and went, so did Friday and no phone call, homeserve were then rung on Saturday morning (as it states they are 24 hour 7 days a week company) I was told that an engineer would be out Monday to fix.
MONDAY no engineer, another phone call to homeserve and yet another telling that it would be Wednesday when the engineer calls. so far 2 weeks without heat or hot water
Wednesday an engineer arrived (horray) not the same engineer but a different one, he came in asked where the boiler was then said "ok whats the problem" he was then asked "dont you know, havent you bought the parts" his reply was "what parts, has someone been out already then"
Que another phone call to homeserve, this time we were promised an engineer AND the parts the next morning (Thursday)
Thursday morning the original engineer and parts arrived (horray) the PVR AND THE PCB were fitted, the engineer said "you dont need the diverter after all but you did need a new pump, not to worry I had one on the van, its not a manufacurers one but its in, I ve tested the hot water and the heating and its working, Ill leave you the diverter as I havent used it" and off he went. Heating and hot water BLISS....... or so we thought. The heating was on timer and as usually theres no one home during the day its not needed so off it goes.
Later that day timer kicks in heating comes on, standing in the kitchen I hear the sound of water (the boiler is in the utility room next to kitchen) odd I thought and went into utility to find what can only be discribed as an indoor fountain pouring out of boiler.
water turned off, boiler turned off and homeserve called, they sent emergency engineer same evening who asked who fitted the pump, he was told and he went quiet. Dont use the system its not safe homeserve will ring in morning to arrange call out to fix. He left
Next day - no call
next day - no call we call them (its Saturday) no update on system call back please.
next day no call
Monday we call them, still no update
Tuesday we call them - no update
Wednesday they call us - due to damaged heat transfer board your boiler is beyond economical repair sorry nothing we can do ......

For the last 2 weeks I have rang every 24 hours speaking to several managers stating our boiler never leaked before the engineer fitted wrong pump, (it turns out said pump wasnt even a complete pump but part of pump only) homeserve are stating ph jones (the contractors) have never ordered a pump for our boiler (well no coz it was on the engineers van) and have no responcibility for the breakdown of our system, and so we go round and round.
Homeserves latest is we have to pay them an extra £49 so an engineer can come out to diagnose whats wrong with boiler. :eek:
Im at a loss, 5 weeks of freezing and no hot water, 5 weeks of the kids going to bed almost fully clothed and 5 weeks of launderette visits. Please can someone help, it seems Im banging my head up a wall with them.......... do I cut my losses and get someone else in and put it down to experience or do I fight till the death

PennyForThem_2

Have you names and documentation of when and who said what? Citizens Advice bureau and/or Trading Standards is my advice.

macman

Another Homeserve victim...must be the cold weather...
OP, cancel your Homeserve contract, and find a local recommended RGI, pay them to do a annual service and then put the money you save into a savings account in case you do need a call out. You'll get better service and save money.

gas4you

I really wish everyone would learn not to use homeserve.

They obviously pay peanuts so only get monkeys to do the job.

I feel guilty if I can get a part next day!

samtheman1k

THey are not all bad, they fixed the lost tiles from my roof, replaced the PCB in my boiler and opened my door when I locked myself out, all within a year!

maple41

OP My sincere sympathies. This is much worse than my experience with Homeserve - previously posted on here in September 2010.
I suggest that you phone Homeserve and insist that you want to make a formal complaint - at least then you seem to get the same person to speak to who will handle your complaint and you should get compensation. I did.
Still I won't use them again though - have learnt that is one money saving lesson.

lisasi

Thank you for your replies, I have got a contact name, who (when I can get hold of him) seems about the most helpful (and that word is used lightly) person who works there. Now PH jones have admitted they are at fault and have agreed to cover the cost of the fauly /wrongly fitted pump and to replace a diverter switch that has been affected by the damage caused by the pump, but Homeserve want £156 for the original call out, as I have cancelled the policy and the direct debit.
BUT Im still sitting here without heating or hot water after almost 7 weeks so why do I have to pay, my husband said we have to pay for the call out as if we dont they will take us to court and we wont have a case as we originally called them out to fix it.... its been a nightmare and so stressfull, now the weather is set to turn even colder and im not looking forward to that prospect ..

Former_MSE_Andrea

Hi

Homeserve has asked us to post a statement on this thread for you:

We're sorry you appear to be having difficulty with HomeServe - If you could contact us on heretohelp@homeserve.com we would be happy to help.