HomeServe

I watched the video on how to replace them. It does look like we do have leaks in our toilet. Now, I just had to figure out what kind of flaps I need to buy, and then try to replace them myself. The tech was pretty helpful. It would have been nice if he could have isolated it himself, but he explained how to put dye in it and then check it later, to see if the water with the dye flowed into the toilet bowl. I understand he can’t spend all day waiting for each toilet. So, it worked out. I was fine with how he explained it, and the solution for it, too. I was okay with doing that myself. Overall, HomeServe is great. The website is great. It shows all the different services they provide. I’m more of a visual person. So, it would be good if there was like a video.

When I did the claim, I got disconnected several times with the HomeServe number I called. The numbers that are on the paper are worthless. I got a recording, I put in my street address, and it said it didn't match. Then I tried the other number that’s on the back, and I got a recording, I got transferred, and then I got disconnected. I tried it again, and I got transferred and got disconnected. So, those phone calls never went through. So, then I went on my email and I found the number and I got through. The person I spoke with gave me another number to call so, now, I have two numbers just in case I have to call again.

He said he was gonna cut my cabinet. I was like, “You’re gonna cut my wall? How big is it?” “Oh, it’s gonna be a small cut.” He proceeded to cut the wall all the way down. He stood there and said, “I’ve never seen a problem like this before.” Then he was like, “I can’t fix it.” And I said, “Why?” When he opened up the wall, he said, “Your pipe is leaning, and so I can't change the whole new pipe.” I said, “Well, that's fine. Would you just snake it?” He was like, “No. Can’t snake it either.” I said, “Would you jet it?” “Nope. Can’t do that either.” I said, “So, you’re gonna just leave it like this and put the piece on?” He said, “Yeah. ‘Cause you got plumbing damaged.” He called the home structure damaged. I said, “Let me tell you something. There is four pieces up there, and one of them is damaged, one 2 x 4. So, don't tell me that.” He was like, “I can’t do it.” And he left.

So, I called HomeServe and I said, “Don't send them back at my house ever again.” They sent the fourth guy out. His name was Richard. I love him to death. He came and just looked at it. He snaked the 25 feet out through my kitchen and the bathroom. It was fixed. Somebody called me from HomeServe and checked and made sure the fourth guy did it right. They made sure everything was right. So, I would recommend HomeServe because they did everything to fix the issue.

Ben, the technician, arrived on time on November 18th and inspected the damage. He said he did not have the proper weather head with him on the truck because he was not aware that that was going to be the problem. (It sounded like a miscommunication of sorts because I had told the operator on the phone what the problem was). He also asked me to remove the remaining branches from the wire before he returned.

He said he would reschedule the repair for the following week. It turns out, they contacted me that night to schedule between 3pm and 5pm the following day. I said okay, and scrambled that morning to remove the branches from the wire that Ben had requested. Ben called and asked to arrive earlier than scheduled (around 2pm), and I said I was ready.

He arrived, turned off the electricity to my house for about 40 minutes while he made his repairs, fixed the weather head and the guiline on the roof, and was done. He did high quality, professional work and was courteous and pleasant. He did say that I had to put new "Black Jack" on the guiline and on the weather head flange going into the roof. I would have thought that that was part of the repair. However, still I am satisfied with the work he did.

But I was not really happy with my recent claim experience. I was seconds away from canceling everything with Homeserve because of what they did to me. I have a sewer system and I had an issue over the weekend. They told me that I was covered. They sent a plumber to my house and he said, “You don't have an issue inside, you have an issue outside. You’re not covered.” I said that was impossible. I would never not take additional coverage for the outside of my house. I have it for everything else. He said, “They're telling me that you're not covered.”

I called HomeServe back. I said it was impossible. The rep said, “No, you opted out of it.” I said, “No, I would never opt out of anything. Just like the phone calls are recorded, every time you guys call me, you tell me the phone call is recorded. Well then pull up the recording of when I took out the policy because I'm telling you that I'm covered.” She said, “No ma'am. We can't do that. You're not covered.” So I had to pay the plumber $350. But then he returned to my house 20 minutes later to tell me that he got a phone call from HomeServe that we actually were covered. They had to refund us the money. Everything is working fine now.

Be very careful with this company. I’m going to be in the process of filing a lawsuit against this company. Meghan ** in upper management was disrespectful and did not want to pick up my calls and to mention again in 2016 they fixed a water leak in the same exact spot that I’m trying to get it fixed now and they’re telling me that it was not covered under my insurance but they gladly took money all these years so be very careful with this company. They try to come on here and answer questions and make themselves look good but they are a big scam. Be very, very careful I paid thousands of dollars into this insurance and now when it comes to pay they will not pay. Remember they will only pay very small insurance claims. Again be very very careful

Sam