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Review of Homeserve Electricity Emergency Service

Submitted by Paul B
Review Added: 19/8/2010 - Visitor Rating: 0.00 0.00 (1 votes)

Review Categories:
Home Insurance

Customer Review Comments:

I wish I had read the other reviews before involving myself with this company.

I called the claims number on Monday evening (16th August) at 8pm to request an electrician to help with a power failure to my sockets in my house. I was advised that I had called the wrong number and was transferred to the "correct" one. I was on hold for 25 minutes without reply, so I hung up and called the original number. They advised me that they would get someone to call back within an hour.

Two and a half hours later, I received the phone call and was advised that an electrician would call me. He was extremely reluctant to come out, but eventually arrived at 11pm. He could not fix the problem as it was going to take an estimated 3-4 hours and he had to go home. He advised me that someone would call me in the morning (Tuesday 17th). No one called.

I called back saying that as I was going to be out all day Wednesday, could someone call to arrange an appointment for Thursday. No one called.

I called the claims number on Wednesday eveniing, when I again had to wait on hold for 20 minutes, hung up and called back asking for someone to call me. One hour and 15 minutes later, Robert called me and after a lengthy phone call, he advised that there was a problem with the computer so could not send someone out without charging me. He also advised that he would escalate the problem to his management team, and someone would call back Thursday morning between 8 and 11 am because there was a problem with my policy.

By 11am on Thursday, needless to say, no one called back. So I called the number that Robert gave me. I was advised this was the wrong number and was transferred. I was advised that I had come through to the wrong department and was transferred again. They took my details and indicated that he would get an engineer to call and asked me to hold so he could get an engineer to attend. He then said I had come through to the wrong department and wanted to transfer me again. A very helpful person (Anis) indicated that the original fault had been incorrectly entered on the system and that this had created a problem, and after 30 minutes on the phone, he would sort it out and call me back by Midday. I understood that this was the problem that management were going to sort out and call me back in the morning for. I indicated this to Anis, but he said he had never heard of these people. He gave me yet another number to call him back on should he not return the call.

He did not return my call, so I called again on the number I was given. Anis said he had a problem with the policy, and that he needed to talk to a manager to get the problem sorted. This was what management were supposed to do and call me on Thursday morning!

Good Points: One helpful person
Bad Points: Long hold times, failure to call back
Customer Service Rating: 0/5
Value for Money Rating: 0/5
Overall Rating: 0/5
Made a Claim? Yes
Recommended? No

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The comments in this review are the opinion of Paul B and do not represent a positive or negative judgement by UK Insurance Index of the company or policy reviewed. Whilst all comments are checked for compliance with our submission rules and guidelines we are unable to confirm any of the customer experiences documented. Please bear in mind that any negative reviews may be outnumbered by many more satisfied customers.
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