How are HomeServe still in business

I recently purchased a Nest thermostat and was lucky enough to get free installation. After entering the serial number on Nest's website I was informed my installer would be HomeServe.

I didn't know who HomeServe were so I looked them up online.... oh dear

To arrange an appointment I had to call HomeServe which I did, only to be told that they had never heard of Nest! After much hold music and being passed up the food chain (each time being told Nest was unknown to them) I ended up with a senior call centre executive who told me they certainly didn't have any agreement with Nest and did I know they are an insurance company.

I called nest (which was a pleasant experience as they are American and they know a thing or two about customer service). They were surprised that HomeServe didn't know what was going on and they called HomeServe (at this point I started to feel sorry for the guy).

Eventually.... yes HomeServe gave them ample opportunity to listen to lift music too, it transpired that they are refusing all installations!

Nest are owned by Google, I think HomeServe's search engine rankings will be going down over the year

Hi RussianBlue

We spotted your post about contacting HomeServe for the installation of your Nest Thermostat and I’d like to apologise for any inconvenience caused, as well as help clear things up for you.
The partnership to install the thermostats is between Nest and HomeServe Alliance, a newly formed part of HomeServe based in London. It seems very likely that you may have contacted HomeServe Membership to ask about the installation which is where the confusion came from.
These are the contact details you’ll need to use to speak to HomeServe Alliance is at their London office on 0203 053 3781. Alternatively you can email us and we can forward it on to the relevant team. You'll find our email address in our profile page.
It’s good for us to hear the feedback about the lack of clarity when you contacted HomeServe Membership and this is something we can certainly learn from and improve.
I hope this helps, but if you need anything else please do let us know.

James
Here To Help Team
HomeServe

Hi giraffe69

We’re really sorry for any inconvenience caused.

For anybody struggling with their Nest installation, we would like them to get in touch using the email address listed in our MoneySavingExpert profile.

As soon as we get the email we’ll forward it to the team dealing with the installations. They’ll get back in touch by email or phone the same working day, wherever possible, or by the morning of the next working day.

I hope this helps.

Anjali
Here To Help Team
HomeServe

Hi -
I have been having the same probs with HomeServe.. I emailed them to the email address provided by the HomeServe guys on this forum yesterday.. I got a reply saying they would get in touch today to arrange an installation date.. Still no news.. they also said I could call the HomeServe team myself rather than wait for them.. I tried the number and it doesn't even ring !! I wrote back to ask for an alternative number but haven't heard back at all.. Such a disappointing service..