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HomeServe Membership
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HomeServe Membership
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35 complaints
8 resolved 27 unresolved
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5:47 pm EDT

HomeServe Membership - HVAC Service

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

Desired outcome: Refund

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9:25 am EDT

HomeServe Membership - Central air unit

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.

Desired outcome: At this point I just want a letter/invoice showing tge diagnoses of the central air unit that they serviced. They keep promising to give it to me but haven't done so yet.

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8:41 am EST
Verified customer This complaint was posted by a verified customer. Learn more

HomeServe Membership - Boiler Installation

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.

Desired outcome: Refund and re installation plus compensation

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2:22 pm EST

HomeServe Membership - cancellation of my subscription

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!

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12:26 pm EDT
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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...

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5:11 pm EDT
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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...

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R
7:51 am EDT

HomeServe Membership - water leak from mains pipe

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

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5:10 am EDT
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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...

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K
3:28 pm EDT
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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...

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5:00 am EST
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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 i...

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12:09 am EST

HomeServe Membership - Service

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

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2:27 am EST
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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...

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11:13 am EDT

HomeServe Membership - Not doing the repair jobs

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.

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4:35 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

HomeServe Membership - Shower repair

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...

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3:36 pm EDT
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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...

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4:59 am EST
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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...

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9:38 am EST
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I purchase the sewer septic line coverage from home serve and they are a rip off. I had a line blockage which they said in their contract they will unblock all sewage lines. Since the blocked line did not come out of the house into the sewage tank they did not cover the blockage. Honeserve is a rip off do not waste your money because they only cover the one...

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4:01 pm EST

HomeServe Membership - Failure to fix boiler

Date of Incident - 14/11/2015 Issue- Failure to fix boiler on three visits Visited property -17, 19, 20th November 2015 The boiler stopped working on the 14th November 2015, we called Homeserve requesting a call out they sent an engineer from Plumright (outsource company) on the dates above. The engineer did not correctly identify the issue and what parts he required and returned twice thereafter not fixing the boiler. He flooded the laminate flooring causing swelling and damage. Three full working days had to be taken off work and the issue is still not resolved. We have had no hot water or heating for 10 days, during which it has been - degree weather and snow. We called Homeserve daily and they claimed they would call back within 2 hours and failed to do so on each occasion. We made verbal complaints on three separate calls (they stated they would escalate) and we received no call back or follow up. Communication from HomeServe was atrocious and condescending. Telling us we should contact Plumright ourselves if we wanted feedback. We did this on several occasions and they told us they did not consider this an emergency. The conditions are not conducive to positive health and they provided no feedback or support on resolving the issue. We still have no heating or hot water and have endured a terrible experience.

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6:54 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

HomeServe Membership - Poor Engineer Scheduling & Knowledge

Arranged an appointment slot of between 8am - 12pm on Tue for an engineer to visit to diagnose a fault with the boiler. He turns up at 11.45 and after 1.5 hours of being unable to diagnose the problem, he rings the boiler manufacturer (who tells him within a minute to order a new control panel). New part is ordered and Homeserve rings me to arrange a visit to fit the part. I went for an 8am-1pm slot on Wed. By 11.45am, I had heard nothing, so I call Homserve and they inform me that the engineer is delayed. I am fuming so I cancel the appointment and rearrange it for Fri (asking them to make sure it is first thing in the morning). They give me a slot 8am-1pm. Nothing by 09.30 so I ring up and am told that the engineer is on his 1st job of the day and that he will visit me next (i.e. I am appointment number 2 and he will ring to let me know when he will arrive. 12.45pm, still nothing so I ring Homeserve and am told he has been delayed and expected by 3pm. I have made an official complaint. STEER CLEAR OF THIS COMPANY, their scheduling is awful, their customer service is awful and they don't listen to requests from their customers!

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4:04 am EST
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Featured review
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I have been with Homeserve for numerous years but rarely needed to use them .They take my money every month and my premium goes up every year! Last Monday 17th November i called them at 20:30 ish to say my boiler was not working .Ok, the call centre man said, i am sorry to hear that, what's your long card number !! for the excess. after i paid it ..he said...

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