Review of HomeServe Plumbing Emergency Cover

I had a leak from a pipe with an expanding patch of wet on a ceiling.  Called HomeServe after checking I was covered. Thankfully (???) I was!!

Engineer came after a few days, said he wasn't qualified himself to fix or assess the problem, but I WAS covered. I had to wait for second engineer, I was assured that this required ‘team coach’ would phone and arrange an appointment within a few hours.

No call.

I phoned, arranged an appointment, took day off work to be in. By 4pm, no show.
Called HomeServe, rearranged for same evening. Again: no show. Phoned again. Rearranged (geting cross now) for two days time.

Further day off work, repeat scenario. No show. Day passed, further irate phone calls. Absolutely assured call back by missing engineer within two hours. At two and a half hours phone rang three times. Didn’t make it to phone in time, answer machine not turned on: it waits for five rings.

Dialled 1471. It was the 'missing' engineer! Didn’t seem like he was expected to talk to me; but of course the call he had made to my call had been logged? Finally arranged for him to come in person!

Did actually come, few days later. Assessed: 'no problem Sir, get it fixed next few days, we will work around you'. Phew, finally....going to get sorted.

Another week.....nothing. Not even a call. Called again. A month has passed, the wet patch on the ceiling is now two large ones, and perhaps the ceiling will collapse soon?

After a month phoned only to be told, well actually, you aren’t covered!! The problem now worse than when reported. Having this (theoretical) cover has actually proven many times worse than no cover at all. I could have arranged to have it fixed weeks ago.

The worst service I have experienced from any company EVER. For me it was much worse than none.