Customer Review Comments:
We had a blocked toilet drain last Saturday. Tried several companies who couldn't do it. Homeserve said they had an engineer who would be there in 2 to 4 hours and the engineer would call about 30 mins before arrival. It was expensive but I needed it doing. They also offered me their free insurance to protect against future plumbing problems which I accepted.
Half an hour later I got a call to offer me an appointment for the following week which I declined. They did not seem very bothered that I had been promised a 2-4 hour response and I was told that "they found it difficult to get trades at the weekend". When I asked for a refund I was told that monies are not taken unless the job is carried out, so I would not be charged.
A week later the full charge appears on my credit card. When I called them at first they said that it had been cancelled (but I had my statement in front of me), then they agreed to a refund which would take 14 days - I did not agree to this length of time particularly as it would incur interest charges for me.
I then got a lot of stonewalling tactics (I need to speak to my manager, my manager will call you later, my manager is in a meeting, there aren't any managers available etc etc). I persevered and refused to hang up, and after about 30 minutes they suddenly agreed to an immediate refund which should appear within 48 hours.
I have also been told that the policy has been cancelled and will be writing to them to ask for written confirmation - but to be honest I don't have any trust or faith in them.