HomeServe Reviews

Original Review: 0 stars! Homeserve is a scam. We had our main sewer line back sewage up into our basement due to a tree root intrusion. The techs they sent out from Down Home Plumbing to repair the blockage ran an auger through the line and then told us they didn't hit any major resistance and the issue was resolved. They did not camera the line to source the blockage or to make sure they had cleared the blockage because Homeserve does not authorize them to do so. Not to mention the techs arrived 3.5 hours past their estimated appointment window and one of them spent the entire time on his cell phone while his (possible barely 18 year old) partner did the work.

Water began backing up in our main again immediately as the auger had done nothing but temporarily push the roots aside. So we called Homeserve again and told them this time that cameraing had to be approved so the issue could be fully resolved. The first company they requested to come out was unavailable so they sent the job back to Down Home Plumbing. Down Home Plumbing confirmed the appointment with Homeserve and I received a text and email confirmation they would be on site the next day. But when I called the next day to confirm the arrival window they could not find the appointment/repair information without calling Homeserve. And once they did find it, the tech and his manager called more than once attempting to reschedule it for 1-2 days later because they were busy and didn't feel sewage backing up into my basement was an emergency.

After several heated conversations and multiple calls from myself to Homeserve, a tech did show up. He called Homeserve again before doing anything to make sure the cameraing was authorized and then proceeded to camera the line. He found a massive tree root intrusion and informed us the line would need to be dug up and at least a portion of it replaced. He let us know he would contact Homeserve with this info and they would be in touch ASAP. Two days later we had heard nothing, so I called Homeserve to be told Down Home Plumbing had never sent them the information. They assured me they would follow up with Down Home Plumbing and send the repair request for approval.

Another 24 hours later, I got a call from Homeserve saying we needed to remove the tree that had caused the root intrusion. I informed them it would be down that day. They then asked if we would like to add a cleanout to the main line at the street at an out of pocket cost of $830. I told them no. They said that was fine and Down Home Plumbing would be in touch to schedule the repair. After I didn't hear from Down Home Plumbing for another 48 hours, I called them and was informed that they had told Homeserve the installation of the cleanout was mandatory by code and they could not schedule the work. Homeserve got it wrong! Had I not called Down Home Plumbing, no one would have called me. Mind you my sewer line has backed up for 2+ weeks at this point already!

When I called Homeserve they refused to take any responsibility for their miscommunication and doubled down that the cleanout installation would have to be done out of my pocket because it isn't covered under their policy. I informed them that their policy states they exclude "Any replacement, correction, upgrade, or move of Your existing System in order to meet any code, law, regulation, ordinance, or utility directive, if not directly related to the necessary Covered Repair." But when you're replacing my main sewer line, putting a cleanout on it IS "directly related to the necessary covered repair."

After half an hour of asking for a manager, a manager named Alisha tried to tell me the repair wouldn't work without the cleanout and then hung up on me. If that were even remotely true, that would also make it "directly related to the necessary covered repair." These people can't even read their own policy. Meanwhile, the work still isn't getting done! Avoid Homeserve like the plague. They are slow, stupid, and overpriced for the nothing they provide. And they use the worst (read cheapest) possible installers who could care less about customer service or quality workmanship.

Homeserve called them, to find out the status at 3PM, when I called to find out what was going on. They said that the plumbing company had gotten caught up with another large job and would be to my house the next day, Sunday, between 0800 and 1. I AGAIN explained that it was the faucet that needed replacing before I could turn the water back on. I was told that was not an issue. The plumbing company finally showed at 2PM, with a bad attitude. When they commented that I looked angry, I started that I am frustrated that they neither arrived when promised, and put me off for an extra day. He asked, in a rude tone, "Do you know of anyone else who would come out on a weekend?" I started that there are plenty of plumbers in the area that would do so and he clarified "that work for Home Serve??" I just showed him where the faucet is located. His assistant took my shut off tool and went to turn the water on.

The main person was quickly able to determine that I was correct, and the faucet needed replacing, BUT Homeserve does NOT cover that. They turned off the water, returned my tool and left. (There was no way I was going to hire them to do the replacement!) I came back inside to the phone ringing with Homeserve calling me. The affirmed that despite my having been paying for the top level of both internal & external "protection" they did NOT cover the replacement of the faucet. When I asked why they didn't just tell me that in the first place, they stated that they had to verify that it was the faucet, and not the pipe leading to it, which they do cover. I'm done with them and will be purchasing from a reputable company.