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HomeServe Membership / Central heating care

1 Nottingham, England, East Midlands, United Kingdom
Contact information:

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.

  • Updated by Farhana Vohra, May 08, 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.

Fa
May 8, 2017

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