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Being Mislead and lied to

HomeServe UK - Being Mislead and lied to
Update by user Nov 10, 2021

Homeserve just quoting policy

Original review posted by user Nov 09, 2021
This complaint relates to a boiler installation that was carried out by HomeServe. Part of the process that HomeServe quite rightly goes through is to conduct a video survey with their heating surveyor. Having carried this out with the heating surveyor it was established that the boiler that we had was relatively small and the new boiler that was being recommended was much larger and would potentially extend beyond the area of the cupboard that currently contained a boiler. We were encouraged to upgrade to a more expensive boiler that was about 100 mm smaller in height than the one that was being proposed and therefore would fit within the confines of the cupboard and would not extend beyond the top or the bottom of the cupboard. The survey also explored the possibility of the flue being raised to accommodate the taller boiler. The surveyor established it was very unlikely that there would be a lintel in the way of the new flue and therefore his only fear is that a box area in the corner of the room which would have to be removed may contain a waste pipe. When I removed the boxed area I confirmed there was no waste pipe and we had already established the lintel did not extend into the area where the flue would be situated. When the engineer arrived at the property we had a discussion regarding the heating surveyors findings and that there would be nothing in the way of a new flue position and therefore it could be installed higher and therefore within the confines of the cupboard. The engineer said something along the lines of oh I don't mean to be rude but these surveyors are not in the real world and they don't really know what they are talking about. This may have not been exactly word for word but this is what he was implying. So basically he stated there was a lintel in the way of where the new flue would be located. He did not carry out any tests or anything to confirm this he just looked into the cavity and stated, no we can't put it there as there is a lintel and therefore I had to except what the heating engineer was saying. It turns out this was a lie, he deliberately lied to us so that he did not have to drill a new hole for the flue. The engineer installed the boiler and stated that he would have to remove some of the tiled area below the boiler in order to accommodate it. On completion of the installation I was quite surprised and shocked at the mess the engineer had made, the boiler sits about six inches below the bottom of the cupboard and he has made a mess of the tiled areas. He said I needed to sign the forms which I did because at that stage I did not know that he had mislead us into believing this was our only option. I have now had two independent engineers look at the installation and I have list of issues that have been pointed out to me about the work that has been carried out.

User's recommendation: Do not use this company.

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1 comment

I have several similar complaints in how HS carries on business, too complicated to take even more time to explain here…I am just glad it isn’ just me. My problem now is what HS will put me through to quit them…When you call them there is no option for terminating….Calling them is a risk for having one’s blood pressure shoot up. What a disappointment.

#3050689 Review #3050689 is a subjective opinion of poster.
Haywards Heath, England
  • Misleading information and lies
Preferred solution
Refund of deposit and the boiler to be re installed at their cost plus compensation package


Spoke to a lovely lady called Nuala she was very helpful professional and explained well Thank you rang re price and was sorted out with no fuss

User's recommendation: Would recommend great company.

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#2423114 Review #2423114 is a subjective opinion of poster.
Consett, England

Michael at Homeserve, such a human disgrace

Michael in the cancellations department of Homeserve is the most rude and *** human being I have ever spoken to. He was being rude to the 84 year old man I was trying to help. You should be ashamed Michael. People should not speak to the elderly in such a manner and...
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I had a feeling, glad I read your review first. Thanks.

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#413647 Review #413647 is a subjective opinion of poster.
London, England