HomeServe Membership
Reviews and Complaints

I am writing very upset and frustrated with HomeServe. I signed up for both there sewer and water lines warranty plan to help with the burden if something every happened to my private lines. Well, something has happened to my sewer line and I feel like the company didn’t stand by what they said they would do. Which is help the the burden of repair. Instead of doing an investigation into my issue, the company just decided to reject my claim. Now I’m frustrated and stressed about how I can get help with my sewer line. This is unfair! I guess I should’ve read the reviews before signing up with this company, as it seems that they’ve fail to help other customers as well when it comes to helping with issues like me. Local utility companies need to stop endorsing this program.

I have a home warranty through Homeserve. I have been having serious electrical issues starting in September 2022. I have reported problems as follows:

9/23/2022 - bad outlet which after being replaced made the problem exponential worse.
9/28/2022 - booming in walls and bright flashing in room
12/13/2022 - was reassigned
1/20/2023 - cancelled and reassigned, no one informed me
1/23/2023 - reassigned 3 times
1/24/2023 - cancelled by?
1/30/2023 - rejected but I was not informed. I called them this day to ask if anyone was going to come look at my issue which is very serious.
131/2023 - today I received a call that a company 30 miles away was assigned to my request from 1/20. I am having sparks coming from my basement onto my living floor and am honestly afraid that my house is going to burn down and they wait 11 days to assign someone?

Their service is absolutely deplorable. My initial call on 9/23 was a bad outlet, which they made a thousand times worse. I think whatever they did that night caused the issue to spread to other rooms in my house.

I believe my house is going to burn down.

BEWARE….Purchased 3 plans from this company. 6 weeks in told me I had no account. (they had my credit card right though because they charged my credit card $188.64). Called in December to get a plumber. Came out and told me he could not do the work because they only fix existing fixtures-current code now requires two shutoff so cannot add 2nd shutoff unless I paid -additional $250. Had a dripping faucet (existing fixture), bought a new faucet yet he could not change the (existing) faucet. Asked for my money back. Purchase plan in November, plumber came out Jan 2 and did NOTHING. Paid $188.64; returned $96.93 so had the policy not even 2 months, had NOTHING done and lost almost $100. Where is consumer protection?

SCAM ALERT! I've had this service with home serve for number of years and just until recently June 15th 2022 I had a air condition failure so I call home serve paid the $50 for the service charge. After paying the service charge fee of $50. I was instructed that I will be contacted by contractor or by home serve on the next day for work to be done on AC unit. June 16th 6:00 a.m. through 6:00 p.m. no contact whatsoever from contractor or home serve. At this point I attempted numerous phone calls to home serve to get this issue resolved. I was told that there was no one in my area that can service my AC unit. WTF at this point hot frustrated and angry. I never received a call from anyone to to resolve this problem. So be aware of this company Home Serve USA that have you paid premium every month of $16.95 and a service charge $50 and never show up or contact you. After attempting to contact the office of the president at Home Serve I was denied. It's a SCAM

My unit was diagnosed as having needed 4 different parts. One, most important is the controller board which was cracked and leaking carbon monoxide. I requested a letter/invoice from them because I need it for a claim. Twice I have been promised they would take care of it right away. They keep lying to me. They are horrible. They were only going to pay for two parts. I have around 4 other coverages which I'm thinking of canceling. They have the sorriest plumbers.

This complaint relates to a boiler installation that was carried out by HomeServe. Part of the process that HomeServe quite rightly goes through is to conduct a video survey with their heating surveyor. Having carried this out with the heating surveyor it was established that the boiler that we had was relatively small and the new boiler that was being recommended was much larger and would potentially extend beyond the area of the cupboard that currently contained a boiler. We were encouraged to upgrade to a more expensive boiler that was about 100 mm smaller in height than the one that was being proposed and therefore would fit within the confines of the cupboard and would not extend beyond the top or the bottom of the cupboard. The survey also explored the possibility of the flue being raised to accommodate the taller boiler. The surveyor established it was very unlikely that there would be a lintel in the way of the new flue and therefore his only fear is that a box area in the corner of the room which would have to be removed may contain a waste pipe. When I removed the boxed area I confirmed there was no waste pipe and we had already established the lintel did not extend into the area where the flue would be situated.

When the engineer arrived at the property we had a discussion regarding the heating surveyors findings and that there would be nothing in the way of a new flue position and therefore it could be installed higher and therefore within the confines of the cupboard. The engineer said something along the lines of oh I don't mean to be rude but these surveyors are not in the real world and they don't really know what they are talking about. This may have not been exactly word for word but this is what he was implying. So basically he stated there was a lintel in the way of where the new flue would be located. He did not carry out any tests or anything to confirm this he just looked into the cavity and stated, no we can't put it there as there is a lintel and therefore I had to except what the heating engineer was saying. It turns out this was a lie, he deliberately lied to us so that he did not have to drill a new hole for the flue.

The engineer installed the boiler and stated that he would have to remove some of the tiled area below the boiler in order to accommodate it.

On completion of the installation I was quite surprised and shocked at the mess the engineer had made, the boiler sits about six inches below the bottom of the cupboard and he has made a mess of the tiled areas. He said I needed to sign the forms which I did because at that stage I did not know that he had mislead us into believing this was our only option.

I have now had two independent engineers look at the installation and I have list of issues that have been pointed out to me about the work that has been carried out.

Dear osn team
Thanks for the really bad customer care
I sent a request to ur vip team to call me in order to upgrade my package, however it took 1 month to receive their call and when I received the call it was from the cancellation team, they informed by a very silly way that they currently has no offers on the package i need and if the subscription isn't suit for lets cancel and they already did and cancellation done!

I was recruited by one of the gym members who told me that i was signing a contract of first 3 month service gym and he told that after this 3 month now the gym company will call me to ask if got intrested to gym with them and they will creat for me a membership card but the gym company never called me but they are derbiting my money on my account.
The gym company says to me that they cant help me cause the person who let me sign the lying fraud contract is no longer working there so i cant continue with this please i need a help to cancel this or i will take this to the news.

I was sent a letter today, declining any repairs to be taken on my sofa as the springs that have come out on both the recliners of the 3seater sofa terming it normal wear and tear. How many sofas have you sat on whose springs have come out and you have thought it's normal wear and tear? We are currently using a cushion to sit on the seat. The recliner slides back wards as its unstable and the technician refused to look into that. The recliner foot support cushions have folded badly and he refused to acknowledge it stating he isn't here to look into that.

I have waited approx. 10 days for today's appointment since lodging the complaint. Homeserve could not come earlier as they said they are too busy. I have specially taken a day off work. At 12.50 pm Homeserve called me to tell me their engineers are too busy to come today. This is not acceptable answer after 10 days of water leaking from my drive to public footpath. I am getting complaints from footpath pedestrians and will hold HOMESERVE responsible for any injuries. The is slippery algae now growing on the water which is very slippery. Copy of this complaint is also being sent to Affinity water for their information. 5th June 2017

Boiler broke down on 27 April. No heating, no hot water. House is occupied by a family included 88 year old adult and 18 month old baby.
Engineer came out on 29 April. He said that it is not repairable and he would issue a report on tues morning to homeswrve. (Mon was bank holiday).
No contact on Tuesday so called homeserve who said that they were still waiting on report.
Called approx 6 times in 48 hours.
Eventually got a call on Wednesday 3 May evening confirming that boiler is beyond repair and that policy only includes new ideal boiler if installed by homeserve.
Same engineer/installer came out on Thursday (we are now a week without any hot water or heating) and quoted £1200 for installation without any finance options available at all.

Called homeserve again and explained that we cannot afford £1200 upfront.
Asked for the following options:
Please give boiler and we will arrange private installation- NO
Please upgrade our boiler to Worcester Bosch and we will pay difference- NO
Please give us money towards a new boiler and we will get it done privately admits working out cheaper and we can take out finance- NO

We were knocked back on every option and there was absolutely no negotiation.

We have been paying a premium of £25 per month for many years now and we expect some kind of payout.

Today is Monday 8 May- still no hot water or heating. Homeserve are not responding and we do not know what to do. Please advise urgently.

Homeserve personally solicited me and so with evidence of this scam in hand, I just simply added up the total losses to the local economy and published it. Read for yourself; the details are at academia. Edu. Just search on the document title, "economic losses attributable to homeserve’s water service line repair contracts sold to customers of delco water company". Any questions, let me know. Only an informed public, standing together, can get these scams effectively stopped.

After not turning up to service the boiler and provide a certificate ( on 2 occasions ), finally service is carried out, now this is where the problems start .
within days of service the boiler keeps cutting out ( hot water and heating stops working ) .
the person that serviced the boiler is contacted ( as left a number just in case ) .An appointment is made for which no one turns up .
Within 3 weeks of this our boiler stops working all together, so we now have no hot water or heating ( we have a 2 year old child here ).
This was last friday ( 10th Feb )
On Mon 13th an appointment was made for Wed 15th morning .
Guy turns up and says he needs a parking permit .
Bearing in mind that when 'FULL' service and certificate was completed this was not required .
Guy takes look at boiler and says it will take about 1 hour and he will come back the next day .
Guy rings back later and says that he cant come back the next day/he cant book appointment due to data protection .
We have to ring homeserve ( 15th ) and book an appointment which is now for Friday 27th in morning .
We are waiting to see if anyone turns up this time ...
If no one turns up and the fault is not rectified, action will need to be taken against homeserve and Perry & partners(letting agent) as we will need to find alternate accommodation at cost to homeserve/perry & partners .

I spoke to duncan in nottingham branch I was very disappointed with his customer service he answered the phone and I could hear him talking to a woman in the background and laughing.

I was calling to join homeserve but I won't be now as I find the call agent very rude and disinterested in his job.

I would like him to told about this and maybe be given a warning as this is not good customer service. I did ask for his manager name it is anthony bower

Regards

Darren

to whom it may concern i am truly disgusted with this company never worked with yourselfs and wouldnt like to either your rude obnoxtious dam right disgusting people like you should be overly ashamed with your selfs and company i personally have sat and listened to calls made to customers and the way you fob them off is ridiculous correct me if im wrong but im sure your company was fined in 2014 for the same reasons your a companyy that cant take responsibility for anything you do wrong you rather blame someone else or your workers! or if people stay off through personal reasons that were explained at the time and accepted now have left you refuse to pay what is owed to them so not only are you doing over certain customers your trying to rob the workers is that to gain some of the money you were fined back in 2014! i have a lot of photos and recorded calls from your company some even stating they cant be arsed to talk to the customers and trying to fob it off so a worker can do it! i firstly propose you get yourself new admin workers that can be bothered to work not just run off on holidays as and wen she pleases! secondly i suggest you stop throwing threats around when people threaten you with court saying you will take them to church because i have a lot on your company that you didnt no so if thats how you would like to play ill take you to church! i look forward to seeing yourselfs in court and i wont be aiming for a big fine it will be closure for your company seens as your so digusting and dam right rude and cant be arsed to do a prper job funny that tho aint it not even 2 years ago your company was in court and fined 30.million! and its going to happen again! hope your very proud of the bogus company you made

On Oct 13, 2016, reported main water pipe from basement floor break to Homeserve insurance. They sent two plumbers, one on 14 and the other on 17 Oct 16 and they said they will send one more for the estimate later. Meantime I kept calling them since they did not send anyone to repair. Yesterday, I called again asked what is delaying the works. After they connected and transfer me to 3 or 4 agent, One customer service agent told me that I never had coverage for water line then asked me to add that coverage today and I am able to get serviced starting next month, Nov 24.
With frustration, I looked up my email message received from homeserve on sep 12,
I saw that I am covered and it stated clearly. After I got this copy they sent me on Sep 12, I called them back and they still insisted that I do not have that coverage. Finally one agent said they will send some contractor again telling me to wait till they call me. Because I know They will not contact me and take times again. I am scared. My water has been shut down since 13 Oct and this homeserve insurance people talk nice but have not fix the problem yet and Now I don't know when they'll do the job making so much excuses and try to get away from my problem.

Home Serve came and left by breaking shower cubicle.

Home Serve called due to a water leak - engineer checked it and said shower needs to be sealed. Not there job to do it.

The Shower unit being a whole unit had to be moved - cracked and broke the bottom half of it. Engineer apologised ring customer service they will sort the it all out.

Been near enough two months still nor sorted out.

I am absolutely fed up of them - time to call my solicitor and inform watchdog...

On August 4, 2016 I was scheduled for a serviceman to repair my Fujitsu split duct air condition system. The company was Homeserve. The serviceman arrived checked the unit, however, he did not have gauge to check the units pressure. He informed me that he or someone else from the company would return the next day with the right equipment to check the unit. As he was leaving he placed a call to Homeserve to have me pay for service call. I spoke to a individual who took my credit card information and charged my credit card. On August 5, no one came from Homeserve to continue the service.I called Homeserve and was told the service call had been cancelled, and that the unit(Fujitsu) could not be serviced. A representative named Maggie, explained that Homeserve does not service Fujitsu systems and that I would receive a refund by Tuesday, August 9, 2016. A Mr. Travares, come on the line and apologized for the confusion and was extremely helpful.
On Wednesday, August 10, 2016 I called Homeserve to inform them that I had not received my refund. I was on the phone for an hour or more trying to resolve the issue. In the end, I was told that it would take 30 days and a email to a repair department before a reimbursement could be sent. I explained to a representative named Nick that that was unfair being that the service was technically never provided. Miss Nick stated there was nothing that she could do that that was the policy.
Why should a customer have to wait for refund for a service that was never provided?

We have boiler cover with HomeServe and had a call out late 2015 to look at a faulty boiler. The engineer was very unhelpful and we are not convinced he did anything. We then had the same issue last week and have called HomeServe and asked them to come out and look at the original issue but they were insisting on another call-out fee. As this is due to the original issue we should not be paying a new call-out fee. I am unhappy with all customer service received from them and request a refund for the £6 a month paid over the last year and the £90 call-out fee paid. Thank you, Peter Wright