Homeserve - What Would You Do?

bec28

We are having a problem with our boiler.

On Wednesday water starting pouring out of the over flow pipe which is outside. We thought maybe it was some pipes defrosting and as everything worked ok so decided to just wait and see.

On Thursday the heating stopped working suddenly, one minute it was on the next it wasn't.

I called Homeserve, we don't have a policy with them (well we do but it is a water pipes and plumbing one so doesn't cover the boiler). They said someone would be out in two hours. Two hours came and went and no one came so called back and told it would now be within 24 hours due to the high demand at the moment due to 'adverse weather conditions'.

Had a call at 8:30am on Friday morning to say engineer would be with us between 1:30pm and 7:30pm that day. Took afternoon off work and waited in for him.

At 8pm no sign of him so called Homeserve, told that engineer would definately be out that night and just to wait.

Called again at 10pm to be told he was on the job before ours and would be with us within the hour.

Called again at 11:45pm and was on hold for 45 minutes, gave up and went to bed taking the phone with me and leaving the bedroom door open so I would hear if he knocked.

He didn't so called again at 7:30am, on hold for another 45 minutes before answered and was told that they would get the engineer to call me and let me know what was happening.

It is now 9:30am and still nothing. So do I sit and wait for him to come out or try someone else (British Gas maybe) and play the waiting again with them instead?

Homeserve have offered us a fixed price of £175.50 for the repair (don't know what it is yet), parts, labour, VAT all in.

We are due to have a new boiler fitted under the government warm front scheme but not sure when. They came in July to do the assessment and said it would be up to six month before they could install the boiler so really it could be any day now.

Thanks for reading this far, I know I have gone on a bit but need some advice as to the best next step to take.

Also I am home alone with three young children in a freezing cold house and I have acute asthma which is made worse by the cold......

gas4you

Sorry to hear of your plight.

My only advice is to always avoid Homeserve. Try BG if you are desperate, or maybe a good local recommended boiler engineer.

ollski

Is this a combi boiler and if it is have you tried repressurizing it?

Former_MSE_Andrea

Hi

Homeserve has seen your thread and asked us to post on its behalf. Remember MSE doesn't endorse anything a company rep may say or do.


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

bec28

ollski wrote: »

Is this a combi boiler and if it is have you tried repressurizing it?

Yes it is a combi boiler.

The engineer finally turned up on the Sunday afternoon and it was something to do with the pressure. He undid something at the top and bottom of the boiler and that was it, it worked.

However two weeks later the same thing has happened again We have no money to call out another engineer and really don't know what to do. Our warm front boiler won't be installed until April so in the meantime we are stuck.

I really don't know what to do, we haven't the money to get the boiler fixed again and resent paying out more money just two weeks after we had to pay £175.

Any advice?

angelsmomma

I would call them back and tell them the £175 repair has only lasted 2 weeks. Surely it is still covered under the repair you paid for.

bec28

I have tried calling their 'helpline' but after being on hold for almost an hour I gave up. I have e-mailed them to say how disappointed I am with their service and communications and will see if they reply.

bec28

Have managed to fix the boiler myself with the help of utube video and a diy website. Offical complaint put into Homeserve for their terrible service and severe lack of customer service skills. Will not be using them ever again and would advise against anyone else lining their pockets.

gossip25

Hi

I came on here to see if any one could advise what consumers rights are when a boiler breaks and seen your post

Ours broke sunday night and they have told us an engineer cannot come out for 4 days. Its -17 where I live and there are 2 oaps in the house one who has a heart condition. I have wrote an email after seeing their response to u and hope that they can help. But I am not holding my breath

bec28

gossip25 wrote: »

Hi

I came on here to see if any one could advise what consumers rights are when a boiler breaks and seen your post

Ours broke sunday night and they have told us an engineer cannot come out for 4 days. Its -17 where I live and there are 2 oaps in the house one who has a heart condition. I have wrote an email after seeing their response to u and hope that they can help. But I am not holding my breath

No I wouldn't hold your breath, they really just don't seem to care, I have three young children here as well as working as a childminder from home but it didn't make any difference. Even when they do give you a time slot they don't stick to it and don't let you know unless you phone them. :mad:

luxor4t

Just found this, hope you finally got some heat!

Here is my story: https://forums.moneysavingexpert.com/discussion/2982408= I posted on the 'Vent' frorum as I was so upset. Now I'm horrified by how poor their boiler cover actually is!