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I'm a new customer, I joined HomeTree on 23rd May 2025.
My last service was with another company in August 2024. I've recently tried to book a service and am advised this is only possible in Spring and Summer - but at no point was this made clear to me, and neither did Hometree prompt me to book it and make sure my service was complete ahead of the winter.

I was advised last week they would consider my request and email me. I've followed up today (as no email) to be told my boiler will be serviced next Spring.

Poor customer service, and low attention to managing customer safety by ensuring servicing takes place annually for the customer.

Update as following this review I was contacted by the support team who were super helpful. Boilier service was booked in by the team and all is good now for the winter, hopefully avoiding an emergency call out later in the year. Engineer was polite, clear and helpful. Thank you team, I appreciate your response for for making this a better experience.

Call out and repair was good - but had to sign up to repair and care plan for 6mths. Discovered you cannot cancel your policy online, it automatically renews. You cannot complete the cancellation request without talking to someone online. I held for 20mins to talk to someone who then wanted to read through the policy to me. Explained I just wanted it cancelled.
Person on phone also could not confirm whether my confirmation would be by email or by letter or when it would come.
Disgraceful.
It's an easy fix - enable online cancellation.
The only other contact offered is a postal address. No email address and no chat. Not good team, be better.

23/5/25 I note the probably AI generated response.

An apology, but no commitment to actually make a change which will work for customers, just an assertion you're working hard.
Ineffective and disengenuous.

Updated from original review due to positive response from Motorway to my concerns.

The App is easy to use and works well.
Motorway staff are super polite, reasonably and answer questions if you have them.

The offer is 'Sell your car, get your highest offer' - but it didn't work out like that.

First buyer came, spent an hour running tests on the car and producing 'evidence' of it's faults (none of which were showing on the dashboard amazingly!) Buyer broke the speed limit several times during the test drive. It's weird anyway when you go on a test drive with a random stranger, this was dangerous and frightening. Buyer then declined to buy.
Motorway then advised before it could be relisted I had to take the car to a garage and provide proof that the fault the buyer claimed did not exist (which it didn't). I could have listed on CarWow - but I'd invested time in putting everything on Motorway, so there would be a time cost to this.

Once I produced the no fault evidence the car was re-listed. Second buyer, same routine. Also claimed lots of different faults(!) also which did not show on the dash board. Sale fatigue took over as I knew the routine of having to take the car to a garage again if the sale fell through, and the MOT was due in 2 weeks, so I accepted a much lower offer than the one that won the auction.

Here's the issue:
You don't necessarily get the best price because you're left with one buyer/bully, who will beat the price down, or the sale collapses and you're left with listing the car somewhere else or prooving the claimed fault does not exist at your inconvenience - and buyers know that. So the odds are not in your favour.

If you use Autotrader you'll get a range of people turning up to view and make offers, but are unlikely to get over inflated false offers followed by pushing the pricie down.

My experience was the buyer is protected, the seller is not. Being advised that Motorway does follow up with buyers and may not let them on the platform again is of no help once you're in that position. I've lost time, money on returned tax and insurance due to time in the garage, as well as sale money, and had a load of inconvenience.

Sellers - go in with your eyes wide open and be prepared to bail on Motorway and use another route to sell if the first auction/buyer doesn't work out.

Since my initial one star review Motorway did get in touch to do what they could, so three starts for effort and that the car did actually sell second time around (even though for much less than the seller initially offered) but above the reserce price.

Having seen the prices on the website I realised I was paying considerably more for service than necessary.
When I asked to downgrade via chat I was still only offered £26pcm rather than £19pcm as apparantly these are 'approximate prices'. Loyalty is not rewarded.
I will be checking the cancellation fee and moving to a competitor for a third of the price asap.

I've been trying for several days now to contact esure about my policy. They have lots of phone options which make little sense for the customer journey, keep you waiting for ages, then drop the call.
I've also tried the chat bot. After 25mins when it said do you still have time to wait and I said 'not really' it just dropped the chat. No 'would you like to hang on or come back later?'
Still can't log into the website as the password reset emails never arrive and are not in spam either.
Perhaps someone will read this and contact me!

Super easy switch over and the clearest bills, usage and credit information I’ve ever had. Thank you for showing how well it can be done when you care about doing what’s right.

Super good, post pack arrived quickly, really easy to use. Update when package received and swift payment. Thank you!

Making the shift to superfast broadband with an openreach installation as it was going to be better value if I ditched my landline (which I never use).

3 phone conversations with the team, 1 in the north east and 2 in Pymouth. EVERYONE was so good on the phone, knew what to do and helped out at every stage. Very clear communication about what would happen when. First engineer was great helping me decide where to locate the new router and where to have the hole in the wall - very tidy job. Capital works had to come do lift a brick from the drive - all sorted no problems, return of the engineer to connect the cables and grey box fitted. Everyone so helpful and really polite. You guys rock! Nice work team! Really appreciate you all! :)

I've been a customer for 6 years, and always recommend to others. Really easy to use while you're on the move with the app, intuitive and 'guesses' the cost streams to which expenses and payments should be allocated. Invoices show as red, amber and green so you can easily see what's pending, what's overdue and what's paid. Customer service is responsive and helpful solving issues swiftly. Thank you!

Closed my account with my money in it having only sent messages in the app which I didn't see. No attempt was made to contact me via telephone, email or post before doing this. I've made a complaint and 48 hrs later still cannot access my own money. Insuring customers can access their own funds really should be a priority.

Whitefield gym in Bury. The gym is good, the staff good, some great instructors - all commpletely let down by the useless website which is down more than up. Difficult to get value for money as you can't book onto the classes you want to. This has been going on since 24th July. Poor. Probs won't renew when the year is up unless the webiste team can get it together.

Used twice. If it goes well with the host it's fine. If there's a problem, the Resolution Centre is not customer friendly and after really obvious photos of a dreadful and dirty flat they insist they have to be impartial. No protection for the customer.

I've been using for 3 years now. Has transformed accounting for my small business. And - best of all, when I had a glitch with a bank feed the customer service team were so helpful, actually outstanding. Bravo!

really easy and straightforward service to use