HomeServe agreement - problems/advice pls!

LondonBlonde

I had a new boiler installed in 2008. In 2009 once the warranty had expired, I took out a HomeServe 4 star policy to cover any future problems. I have called engineers out before, and have had an annual boiler service with no problem.

The boiler broke down last week and I called out an engineer. He solved the problem (to do with the pressure) told me the boiler was "incorrectly installed" and therefore he would advise getting it checked out - but did not put anything in writing on the form I signed, nor tell me it was unsafe. He spent a total of less than 10 minutes looking at the boiler.

This week it has gone wrong again - completely different problem, with the electronic controller - and so I called HomeServe and was assigned the same company to come out. Having waited 4 days for an appointment, the engineer then called me today to tell me that I was not covered by the insurance and he would not be coming out as I had been told that the boiler needed to be checked by the person that installed it. HomeServe do not have any paperwork to prove this, but they will not make another appointment for another engineer.

The boiler has obviously had HomeServe appointed engineers working on it during the last three years who have not noticed this "incorrect installation" and have been giving the boiler a clean bill of health (and I have the paper copies of their reports to prove this).

This means EITHER the previous workers were not doing their job properly OR this week's engineer is wrong... I just cannot see how it can be possible for HomeServe to refuse to send someone out to look at it - and either way the work should be covered by the policy.

I have been on the phone to customer service for several HOURS today but I am not getting anywhere. Does anyone have any advice they could help me with... I would really appreciate your views. I am feeling very !

ollski

pretty standard from homesere unfortunately, if they put half the effort in to repair stuff as they do to wriggle out of it they would have a half decent service. If I was guessing I would imagine your guy from last week has a recall on the job meaning he won't get paid as a subbie. What is the problem with the installation?

ihateyes

threaten to sue them for breach of contract in a small claims court.
Advise them they inspected your boiler, and okay'ed it for contract, they have maintained it for a few years now, and now decided this very same boiler is now not covered as installed incorrectly.

that will work.

it only costs £30 odd quid to raise a small claims, and mot of these companies wont fight, once they recieve these papers they will compromise. i know many people who have done this.

bengasman

Homeserve have an extremely bad reputation, your best bet would be to cancel your contract immediately. Few if any heating cover companies provide a good service, but this lot is amongst the worst.

What is the exact make and model of your boiler?
Has the benchmarksheet been filled out and signed?

To solve the current problem:
1. Stop PHONING them, do everything in writing to produce proof, email will do for starters.
2. Demand they show you exactly which part of the contract leaves you void of cover, and then come back here with the answer.

ihateyes

i would still add in the email that you are considering a small claims for breach of contract.

needafairdeal

Unbelievable....just received a renewal invitation for water pipe cover from them with a premium increase of 78% !!
Have never made a claim , when queried , was told its a 'business decision '....

fedupofinflation

needafairdeal wrote: »

Unbelievable....just received a renewal invitation for water pipe cover from them with a premium increase of 78% !!
Have never made a claim , when queried , was told its a 'business decision '....

Hi needafairdeal.

Out of interest, did you renew with them anyway or did you manage to find a cheaper deal elsewhere? 78% increase seems well above inflation!!