Customer Review Comments:
Having purchased this emergency cover I now realise that Homeserve have their own interpretation of emergency.
I reported my leaking boiler on Sunday afternoon. Homeserve said they would have an engineer out to me by 6pm the same evening. Then about an hour later a lady from Homeserve phoned to say the engineer was caught up on a job and wouldn't be able to get to us, could they book another time? It was agreed that the engineer would call on Tuesday after 5pm. About 6pm on Tuesday we were again contacted by phone by Homeserve to say the engineer was tied up in an emergency and couldn't get out to us. The person on the phone was irritating and kept tutting as she was trying to slot our leaky boiler into an engineers workload. Not good enough for me. Her solution was he could call after 11pm. I told her to have another look and call me back when she had something useful to tell me.
I didn't leave it there, why should I? The boiler was causing damage to the plaster in the kitchen and the work surfaces, both costly to repair. I phoned Homeserve to make a complaint and was put through to the engineers. I was told I couldn't have an engineer because there wasn't one and they were out on emergencies. I said that they sold their cover for home emergencies and did I have to pay extra so that my emergency could be classsed as an emergency by them? The person said he would find out what could be done and call me back. I insisted on knowing when I wold be called back, he said within the hour. This was at 6.50 pm. it's now 7.50 pm and I'm not holding my breath.