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Review of HomeServe Kitchen Appliance Protection

Submitted by Elle
Review Added: 11/2/2009 - Visitor Rating: 2.00 2.00 (5 votes)

Review Categories:
Home Insurance

Customer Review Comments:
My washing machine needed a replacement door seal which took Homeserve three weeks to fix and the engineer then told me not to use it for 24 hrs as he'd got water inside it and it needed to dry out. Then, surprise, it packed up completely a few weeks later and was told it needed new motor and circuit board. I then had the usual weeks of phoning for updates, writing letters etc to find out what was going on.

Their own staff told me that repairs should be carried out within a week but nobody would do anything to hurry it up. Said they don't investigate complaints until AFTER appliance is fixed. Tried to have it fixed myself but was told would be cheaper to buy new machine.

After 6 weeks bought a new machine as they still couldn't tell me when parts would arrive. They finally phoned after 8 weeks to say parts had arrived! Told by them to send invoice but they have just refused to pay out.

The stress is unbelievable in dealing with them. They said in their online documents that most repairs carried out within 2 days but when I wrote and pointed out that their engineer doesn't even visit within 2 days, they removed it from website and are now denying all knowledge.

Good Points: None
Bad Points: Lengthy wait for repairs, poor customer service, shoddy work, lack of response.
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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Better to go with general and domestic. Slightly more pricey but they answer their phone in a timely fashion and get someone out to you the next day. Most the time its an engineer from the company that made the appliance. I regret using Homeserve.
Comment by Kamlesh
Date: 22/12/2009

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The comments in this review are the opinion of Elle 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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