Spotlight: What are our customers saying?
Absolutely disgraceful service - booked 3 engineer appointments in the course of a year and failed to attend every time. No communication whatsoever- have tried to cancel my subscription and been t...Read on
If I could give zero I would, no heating /hot water for 3 weeks and we are apparently ‘critical’ god knows how they treat regular customers. Fraudulent reports, conflicting emails and a catalogue o...Read on
VOID THIS COMPANY 2021: We had a service through HomeTree on Friday. The engineer broke the boiler when he put it up to pressure and he said he would get the part and get it fixed the next day (...Read on
When signing up to Hometree, one of the items that had to be carried out to have the boiler was a service. The engineer who came, could not speak very good English. So was unable to tell me what he...Read on
I took out boiler insurance with Hometree for my 90 year old mother. She has a back boiler and I checked before taking out the insurance that this would be covered. The policy began around October ...Read on
No reviews yet!
Find companies you have experience with and write reviews about them! Your reviews contribute to a more transparent market and improve the reliability of companies.
Absolutely disgraceful service - booked 3 engineer appointments in the course of a year and failed to attend every time. No communication whatsoever- have tried to cancel my subscription and been told I’ll face a cancellation fee! Avoid at all costs - I was with British Gas before- will be going back to them, far more reliable..
If I could give zero I would, no heating /hot water for 3 weeks and we are apparently ‘critical’ god knows how they treat regular customers. Fraudulent reports, conflicting emails and a catalogue of errors … now having to send this to ombudsman after having to get our own engineer and repair … an independent engineer has clarified that Hometree could not possibly have known what was wrong without viewing boiler yet Hometree have allowed reports to be written that are not true … repeated promises of managers calling us back but they never do … AVOID AVOID AVOID
VOID THIS COMPANY
2021: We had a service through HomeTree on Friday. The engineer broke the boiler when he put it up to pressure and he said he would get the part and get it fixed the next day (Saturday).
HomeTree then said that they had to wait for a quote (he said he'd sent it straight away) and would call back. They didn't see we had to chase them.
We phoned Friday. We phoned again Saturday. They said on Saturday that they couldn't get hold of the engineer. When we phoned again they said that the part was only available from 40 minutes away from us and the engineer would not go that far.
We asked if we could collect it ourselves. They said they would check.
We called again. They then said it was too late as it was now closed.
So we're without any hot water or heating for 5 days.
I work for the NHS and need to shower between shifts. They suggested we go round to someone's house to shower (during lockdown... 🙄🤷).
TL...DR. They broke my boiler and then wouldn't mend it for 5 days.
EDIT: they're now saying they can't do it until Wednesday at the earliest, despite it being THEIR FAULT it broke. No end in sight.
And pointless trying to reason with them.
We had a massive leak and our water tank failed.
Hometree said that replacing the tank would represent and "upgrade" and would not pay.
They also said they would not pay for a corroded pipe found on our service because that would also be an "upgrade".
We now have a £4k bill.
Customer services are shocking.
This company are charlatans.
When signing up to Hometree, one of the items that had to be carried out to have the boiler was a service. The engineer who came, could not speak very good English. So was unable to tell me what he had carried out or found. However, I assumed the report would outline this. The report I was sent was blank. I contacted Hometree and asked for a completed report. I was sent someone else's report which I'm sure is a breach of General Data Protection Regulation act. I called them again and finally got the correct report. Last week, we lost our hot water and heating. I called Hometree on the Wednesday morning, paid the £95.00 call out fee and had the contractors they found contact me Wednesday evening. Explained to them no one will be home over the school run times but still received a message after the call that the engineer could come within this time the next day (Thursday). Called the company back and explained again. The next day, I received a message to say the engineer would be attending over the school run period. Once again, I had to call and explain for the third time. The engineer reset the boiler and pretty much left. Come Monday afternoon, no hot water and no heating again. Called Hometree Monday evening and asked for a re-attend. After hearing nothing by mid morning Tuesday, called them again and was told the contractors were coming between 9-12 to "fit a part". I queried this as the engineer who attended previously did not mention any part that needed to be replaced. I was assured this was the case. By 1pm, still no engineer. Called Hometree once again and was quickly transferred to what I believed was a Manager (although I can't be sure) who advised me, they had logged the re-attend and I would hear from the contractors soon. If I haven't by the late afternoon, call back. I hadn't herd from the contractors at all and called back at around 6pm. Once again, I was assured the re-attend has been logged and I would hear from the contractors. As it had now been over 36 hours, I called Hometree once again. I was this time told the contractors hadn't been able to open the email sent by Hometree and that Hometree have re-sent the email and that the contractors would call me in a couple of hours. The contractors did call this time but advised me the earliest an engineer could come out, was Friday. Seems to me they were happy to come out when I paid the call out fee but when it's a re-attend, they are not interested. Even if they do come out on Friday, it may take another week to get parts or they may say a new boiler is required. All this while my 4 year old has to go without a bath/shower!
I took out boiler insurance with Hometree for my 90 year old mother. She has a back boiler and I checked before taking out the insurance that this would be covered. The policy began around October 24th and she had an email offering dates for the service of her boiler within a few weeks. She responded with available dates (basically she is housebound so was available any day). Last week (mid January), after spending over an hour waiting in line on the phone to speak to someone, I cancelled the policy. After 3 months, we were still waiting for her boiler to be serviced, despite many emails and phone calls and being assured she would be listed as priority due to her age and circumstances. Since they had fulfilled no part of their contract, I asked for a full refund, which wasn't given and they are now not replying to my emails. AVOID THIS COMPANY AT ALL COSTS. If I could give 0 stars I would. They are a bunch of cowboys- I wish I'd found this website before taking out insurance with them.
I am currently having problems with this company. I was contacted by them to advise they were rescheduling their boiler service to avoid it being done during the winter months and an engineer would be in touch. His online availability was constantly booked and I emailed him to ask when he would be able to call. He eventually got in touch with me and said he could come the following Wednesday after 12 noon. I said this was fine and cancelled my arrangements for that day to be available. On the day he was due to call I got an “urgent” email from Hometree saying to get in touch with them as the engineer had not been able to contact me! I told them he had made contact and was coming that day. By 4 pm and with no show from the engineer I messaged him to ask if he was coming. No reply to my next two texts nor to my voicemail. I also messaged Hometree and have received no reply from them. I consider this an appalling service and will be looking elsewhere.
HOMETREE Boiler Cover and plumbing
I have a boiler insurance and been with heat or hot water for 5 days today, the service is appalling given I am on the priority list due to health; avoid at all cost, not worth a penny of my money.
Boiler and heating care
This was all set to be a 5 star review….until…..
As a brand new customer, my boiler was due its service on 29th January. The day and time came and went with no sign of an engineer. I rang and was told his van had broken down. Annoying as I had lost an afternoon of work but these things happen. The engineer arrived at the new time in a private car with his wife waiting in the passenger seat. He was here no more than 15 minutes and I received the report by email; except that, apart from the correct name and address at the top, the report was completely blank! I phoned to question this and was sent a new one with, what I can only guess was fictitious, data and measurements.
On Monday 23rd May our boiler started leaking - badly! I phoned and booked an engineer who came on Thursday 26th May. Communication was excellent, the engineer first class and thorough but diagnosed parts were needed and had to shut the system down and issue a warning notice until he could return to fix it. No hot water or heating was not a problem as we were due to be away until Thursday 2nd June anyway. I explained this to the engineer who said that Thursday afternoon of 2nd May would be fine for him. I received a phone call from Hometree proposing Thursday 2nd June between 12-4pm. I said this was perfect and received a confirmation email and text. I was very impressed and gave them an excellent rating on their internal survey. I received a phone call from the ‘customer satisfaction team’ as,I guess if I was willing to leave a Trustpilot review. I agreed but said I wanted to wait until the entire process was over but that it would be very positive providing nothing went wrong.
I rushed back early from my holiday to be back at home and ready for the engineer well before 12. At 11:46am I received a text saying that my engineer visit was booked for Saturday 4th June! WOAH! Not good. I phoned again and was informed that….wait for it…. the engineer’s van had broken down! Now highly suspicious and extremely unhappy. Apparently there was nothing they could do and so I now have to write off an additional day due to their utter incompetence.
I wonder if the ‘van broken down’ excuse is common? I did receive an email apologising that the van had broken down and that the engineer was waiting for a ‘curiosity van’. I look forward to seeing what one of those is!
Just Terrible Service. First boiler service wasn’t really a service, just an inspection. The engineer switched off the boiler and left it off without telling us.
When boiler developed a leak, engineer turned up late. Said he needed to order a spare. We never saw him again. 5 calls to Hometree over 6 days. Still no new engineer or any sign of a fix. Just awful.