Home Emergency Assist | Home Emergency Cover & Insurance Insurance Agency in Poole

Reviews

1. Andrew Beales ★☆☆☆☆

   Having been a policy holder for over a year, I’m convinced they’re not a real home emergency services provider. From my direct experience they’re simply an insurance company with an insurance product full of loop holes so they never have to provide any services or pay out for your issue. My recent experience - I’ve had the complete cover and needed an emergency plumber for a leaking hot water valve to one of our showers. It took 3 attempts to get ahold of their customer service team - waiting 20mins to get through the first time only to need to provide a call-back number. Eventually I wasted 2-hours with an urgent leak on the valve, only to be told the shower wasn’t covered by the Complete policy, but that apparently if it had been a leaking bath well that would have been covered. I wish I’d checked out the other reviews before using this company and wasting my money. Hopefully this review is helpful to others. Thanks, Andrew.

   almost 6 months ago
2. Gene Cowley ★☆☆☆☆

   Had to give one star - if u could give lower, I would. Very, very bad experience. Was in all day for the boiler service appointment, engineer knocked on door and was on my property for 1 minute 32 seconds as evidenced on my ring doorbell. Complained to company who explained it was an all day appointment. I was in but unable to get to the door on time. Withheld number from engineer so couldn't ring to explain I was in. Unacceptable time to wait. Very bad customer service on the phone when I contacted them. They wanted another £90 to rebook - explained that if someone was disabled or less mobile - they would have no chance to get their boiler serviced by this company as they wait an inadequate amount of time at the door. Would like to see the company policy for expected wait time as this is a reoccurring complaint. Checked that the average wait time for any engineer's visit to a property should be about 15 minutes. If these engineer's are swift - inorder to leave - to avoid work - they are bringing companies into disrepute and companies should side with their customer and not the third party they use. It'll put the company out of business as I will never recommend these to any friends and family. Take my advice - don't use this company unless you want to pay £90 for nothing!

   almost 6 months ago
3. ismai ebrahim ★☆☆☆☆

   Terrible Experience – Complaint in Progress and Still No Trust There is already a complaint in progress because they originally claimed I had never contacted them about the leak, despite the fact I had been chasing them for a week while a leak continued in my bathroom. After spending almost an entire day on the phone, they finally admitted I did report it and sent an engineer. The engineer then informed me that the only thing approved was to cap the shower, leaving me with no hose and no usable shower. This is not a repair - it’s a temporary workaround that leaves you without essential facilities. What makes it worse is that the complaint process feels pointless. They acknowledge your complaint and then simply uphold it, but nothing changes. No resolution, no real accountability. I’m not the only one either my father has already cancelled his policy with them for the exact same issue. A whole year with no claims, and when he finally needed help, it was nothing but stress and delays. I’ve completely lost trust in this company. I will be cancelling my policy regardless of the cost. They’re quick to sell you a policy, but the moment you actually make a claim, you see their true colours. I cannot recommend them to anyone.

   almost 7 months ago

1. tressy ★★★★★

   Home emergency assist were great from minute I rang yes I had to wait a hour and ten minutes on hold but this was due to high demand because of the storm. Didn’t mind on this occasion because of that. Plumber came out with in a couple of hours I was able to forward a picture of the problem with ease. Following a link The instructions to do this was simple. Plumber came out pleasant man carried out work in a timely manner great job could

   almost 7 months ago
2. elizabeth Taylor ★☆☆☆☆

   I have been with the company for several years for boiler service and insurance without issue until now. My husband was at home on the day of our boiler service. I can see on my cctv that the plumber knocked once and quickly left. My husband didn't manage to get to the door in time despite us living in a bungalow due to previous hip replacement. A voicemail was left on my phone but unfortunately I was at work and they state there was no record of my husbands number as a 2nd contact. Long story short, I've called to rebook but there is a charge of £90. My policy is invalid if the boiler isn't serviced and to cancel the policy it will cost nearly £60 so i have felt forced into paying the £90. I'm feeling rather scammed as a longstanding loyal customer who has paid for years and never claimed. On completion of my policy I will take my business elsewhere. My advice to others is read the small print......better than I did.

   almost 8 months ago
3. Carol Parlane ★☆☆☆☆

   Appalling service. Would be giving zero stars if I could Spent an age on the phone attempting to get them to come out to an emergency , broken down boiler. When I finally got through the wait time was over a week. With an elderly person in the house and -8 temperatures. I ended up paying for an engineer to attend. Home assist would not refund my money. Now I have a leaking water tank, am paying nearly £40 a month for complete cover but apparently not complete enough for them to come out. Have sent an e mail (as given up by phone) to cancel my policy and they have the nerve to ask for £35 admin fee. You have got to be joking .

   almost 3 years ago

1. Sue Rombach ★★★★★

   Just spoke to Carla to renew my policy. Lovely girl. Really helpful and went through the requirements really well and friendly. My mum has used her policy with this company and they were brilliant.

   almost 3 years ago
2. Jules Thompson ★☆☆☆☆

   I would leave 0 stars if that were an option. My boiler broke in December and this company were unable to send a plumber at all. As the temperature was -8 degrees I sourced my own plumber to fix the boiler as advised. I sent the invoice which I had paid for reimbursement minus my excess. To date I have received no payment despite several phone calls. Today I have emailed and asked again for payment. Failing that I will be contacting the ombudsman and filing a claim with the small claims court Lim Emergency who deal with them are equally useless and have been copied in to the email

   almost 3 years ago
3. mohammed Mohammed ★☆☆☆☆

   It's nearly been three months now. I'm still waiting for my toilet to get fixed. This company is ridiculous. I left British gas cause of the same issue. They're happy to take your money but not doing any work. Plus there phone line they never answer unfortunately. I Rang them many times and waited two hours and still no one answered. I got fed up and hanged up. Avoid at every cost

   almost 3 years ago

1. Kulvinder Singh ★☆☆☆☆

   Where do I start, this is frankly not a Home Emergency product. I have held a policy for just over a year now, initially I was tempted by the wider range of cover at a more competitive rate. It’s important to understand that a different company administers your claims and that’s where the problems manifest. During the first few months, the service was fine and response rates acceptable but more recently, I have raised three separate claims, none of which have been responded to. Logging a claim doesn’t address your problems, they go into a holding pool to be reviewed at a claimed 5hr window. That is simply unacceptable in the case of an emergency. All three of my recent repairs (major electrical and boiler) have had to be repaired by myself using other services as I was never contacted in several days let alone 5hrs. Quite frankly, I was considerably better off with my previous supplier. They were more expensive but never had an issue getting repairs arranged.

   almost 3 years ago

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