Robin Hurst

20th July I used Nationwide home emergency on my house & building insurance, as our shower failed and my wife was just out of hospital. CET sent a plumber out and he said it needed a new cartridge, three plumbers and eleven weeks later, still no shower, as they always bring the wrong part. Not fit for purpose and neither is their complaints department RSA, who does not reply to emails or phone calls. They Home Emergency contractor, CET are in competent.

20th July I used Nationwide home emergency on my house & building insurance, as our shower failed and my wife was just out of hospital. CET sent a plumber out and he said it needed a new cartridge, three plumbers and eleven weeks later, still no shower, as they always bring the wrong part. Not fit for purpose and neither is their complaints department RSA, who does not reply to emails or phone calls. They Home Emergency contractor, CET are in competent.

Your reply is at best disingenuous, but means nothing; you could not run a bath. You have had this emergency for more than two weeks. With my wife just out of hospital, with a new hip, we have had to take her to friends for a shower. You care nothing about your customers.
So an update of the next to nothing you have done since my last update 26th July 2022:
27th July Dawn phoned from the Nationwide complaints department, to see how things were going and was the shower sorted, I think she wished she had never asked.

27th A lady from CET phoned and said they were waiting on parts, I said rubbish they were on the shelf plumb centre Amazon. She said she would look into it and get her manager to call me.

1st August Gerna a manager phoned me to say they had arranged a plumber for the 4th August. I said it would have to be before 6am as we leave for our holiday at 6am on the 4th, which they had know since 26th July as I had told Thomas, and he said it would be fixed long before that. She said she would escalate it and come back to me.

I have heard NOTHING!!!!!!!!!!!!!!!!!

The emergency assistance service Nationwide contracted to CET is not fit for purpose.

My wife who has just come out of hospital after a complicate hip replacement, has not been able to have a shower for a week, due to CET incompetence, and not being able to administrate getting a plumber over to use to change the shower cartridge. Now they are choosing to exacerbate the costs by fitting a complete new shower, rather than just replacing the cartridge.

Time Line of event so far:

20th July 2022 spoke to Mary, she got a plumber out who said he could change the cartridge, but was not allowed to it, as he was only allowed to do boilers.

21st July Phoned and spoke to Nicola, she would arrange a plumber to change the cartridge.

21st July Phoned and spoke to Gajan, he would chase it up a plumber to change the cartridge.

22nd July Phoned and spoke to Elliot Moss, he said he would chase it up and come back to me in an hour, he never did.

22nd July Phoned and spoke to Mohammed Salan, he said he would chase it up, and raise it as a complaint, and get a manager to call, me back within 24hrs, they never did

23rd July I chased again and this time spoke to Jan, who said she would get straight on it, and someone would come back to me. No one did

25th July Spoke to Elixir, she said a plumber to fix the shower would come that day, got a text message a plumber would be here between 11:45 and 15.15. He arrived about 15:30, had a look at the shower, he agreed just the cartridge needed replacing, but they did not do that, they inflate the cost of the job and replace the whole shower possibly causing damage to tiles etc.

26th July, Thomas phoned and I explained about the cartridge, but he said they would have the quote that morning, and after it had been authorised about lunchtime , I should call back and check. I asked if he could call me, when it was authorised, he said he would do early afternoon he thought. Yes you guessed it he did not!!

26th July, Dawn phoned from the Nationwide complaints department and I explained it to her too.

26th July, Agent phoned at 5pm, and confirmed they received the quote at 10:52 am, and did not know why Thomas had not phone me earlier. He said I needed to pay £102.40 as the quote was £602.40, and the claim limit on the policy was £500.00. I explained about the fact the shower only needed a cartridge, and he explained this to his mangers Scot and Owen via chat. He said he would get one of them to phone me within the next 24hrs. I said I need this sorted now my wife was just out of hospital after a very complicated hip replacement , and we had a Ukrainian family living with us, and needed a shower. He said one of his managers would phone as soon as they could.

26th July Scot phoned 5.19pm and I again told him about how the claim had been inflated as they were going to replace the whole shower rather than just the cartridge, so paying the £102.40 was only required as they had inflated the cost of claim by not just replacing the shower cartridge. He said he would email their customer service team and see if they would waive the £102.40. He was also going so speak to his manager Brenton, and come back to me.

26th July Scot phoned back 5:56pm, after speaking with Brenton, his manager, to confirm they only replace all of the shower unit, and not just the cartridge, which he understood increased costs, however he would not speak to me about it as he was to important to speak to policy holders. I asked Scot to send me all the call recordings of the claim. He said he would, and would be in touch as soon as the new shower was in and they could fit it.

27th July Dawn phoned from the Nationwide complaints department, to see how things were going and was the shower sorted, I think she wished she had never asked.


It is nothing less than shameful, and I wished I had just called a plumber in the first place.

My wife has just had a hip operation and the shower has no hot water, and we have a Ukrainian family living with us. And we have home emergency insurance for years and never used it. Spoke to Mary on Tuesday and she sent someone out, he could not fix it, so they said they would send someone else. Chased on Wednesday with Nicola who said someone would be out that day. Spoke to Elliot Moss Thursday, who said he would phone me back with when an engineer would be with us. Never phoned back!!Just spoke with Mohammed, who said I would get a call back within 24 hours. Lucky a water main had not broken, we would have drowned by now! CET Home Emergency is a disgrace

My wife has just had a hip operation and the shower has no hot water, and we have a Ukrainian family living with us. And we have home emergency insurance for years and never used it. Spoke to Mary on Tuesday and she sent someone out, he could not fix it, so they said they would send someone else. Chased on Wednesday with Nicola who said someone would be out that day. Spoke to Elliot Moss Thursday, who said he would phone me back with when an engineer would be with us. Never phoned back!!Just spoke with Mohammed, who said I would get a call back within 24 hours. Lucky a water main had not broken, we would have drowned by now! CET Home Emergency is a disgrace

Hi Tammy,

They did not resolve it in March, and I have email you four times, and messaged you via your website, but no reply. I only get a reply when I leave a review on here. So why does not some one just pick up the phone, it has been over 10 weeks????

Read Sports Direct Replies, but they have still done nothing!!! Not contacted me, not refunded me NOTHING!!! Almost two months later...

Another week goes by, and have sent them two more emails, and still no refund for the order I made on 12th March and we did not receive for our family holiday.. What do I need to do to get someone to sort this out...Cost me so much time, I am disgusted!!!!!!!!!!!!!!

Ordered on 21st Mach, for our holiday....They lost the parcel, so had to waste a day of our holiday running around buying the things we had ordered, and we still have not received a refund!!

Trying to get my order, I have spent three hours chasing them and the courier, what a waste of time...

So they emailed me last night...............and I have heard nothing from them today, and the tracking information is still stuck on 21st March.....................

Disgraceful Company, with no moral compass, do not use, if you want to go on holiday!!!
Booked PCR fit to fly tests for my three children on the 14th December 2021.
Attended Test site at 8.10 am on the 16th December 2021. No Results back the following day by 10pm as per their promise on their website. So phoned after 10pm, they said they would get back to me, they did not, so phoned a dozen times the following morning, even when we were at the airport.
They had done the wrong test i.e. a lateral flow rather than a PCR so we could not fly, but issued a fit to fly after our check in closed based on a lateral flow, which is very wrong, based on the rules at that time.
Phoned, and written to them, three times since, and not so much as a reply.

Do not use this company, as they could not run a bath.

Disgraceful Company, with no moral compass, do not use, if you want to go on holiday!!!
Booked PCR fit to fly tests for my three children on the 14th December 2021.
Attended Test site at 8.10 am on the 16th December 2021. No Results back the following day by 10pm as per their promise on their website. So phone after 10pm, they said they would get back to me, they did not, so phoned a dozen times the following morning, even when we were at the airport.
They had done the wrong test i.e. a lateral flow rather than a PCR so we could not fly, but issued a fit to fly after our check in closed on a lateral flow, which is very wrong, based on the rules at that time.
Do not use this company, as they could not run a bath.

Ash, I have phoned and emailed and filled in your complaint form and not a reply!!!!!!!!!!!!!!!!!!!!

We enjoyed the 3 days, but the front cabin was damp, and the boat was old and tired for the price we paid.

They replaced my boiler under the insurance in March 2018. The fitting was shoddy and the boiler did not work, but left extension leads over my ten year old bedroom into the loft for a weekend, while they arranged an electrician. They snapped off radiator valves, and issued court proceedings against me for non payment of the balance owed, even though the heating and hot water system was not working.
After over twenty visits by different plumbers (never the same one) over a period of two years, they sort of got it working. However when I had the boiler serviced the following year, the magnetic filter was completely blocked as they had not put any rust inhibitor in the system.
They referred me to the Financial Ombudsman Service, knowing they could and would not adjudicate on such a case, wasting more of my time.
They are not signed up to “Disputes Resolution Ombudsman”; you have to ask yourself why?
So Homeserve referred me to ADR Group www.consumer –disputes.co.uk and after liaising with them Homeserve disingenuously confirmed that “Thank you for confirming. I can confirm that we do not consent to your service reviewing this complaint.” As they obviously knew that Homeserve was in the wrong.
I wrote to Mr Richard Harpin their chief executive, who did not even bother the reply, and my only course of action is to take them to court to get back all the time I had to take off work waiting for their engineers to arrive, time and time again. Defending their legal action against me, for so called none payment of the completion balance, even though the boiler they had supplied was not working properly. Along with the reams of correspondence trying to get them to fix the system.
As a footnote: They supplied the boiler under the insurance I had, but for the shoddy fitting they charged me more than the boiler and fitting would have cost from another company.
Please do not waste your life arguing with this disingenuous company. Just avoid.

Ben, Homeserve have refused to let any independent party review your decision, because you are not confident of it. Homeserve will not even sign up to the “Disputes Resolution Ombudsman”, and your company refused to let ADR Group review my complaint. WHY DO YOU THINK THAT WAS? Because you are not confident of the ridiculous decision making in HOMESERVE, liking taking me to court for the balance of my boiler fitting, when it did not even work!.

Every year BUPA send a renewal, and every year it goes up 20%, sometimes more. Then you phone them and they offer you one or two months free. If you do not call them you do not get the discount, how can that be “treating your customers fairly”. If you do have time to phone you pay more. I asked to speak to the customer service manager Steven Hurd, but he would not take my call. So disingenuous, as the call wasted an hour. It should be the best price on the renewal BUPA.

Brian, the link sent to reply does not work, so I cannot reply I spoke to the delightful Diane M and my membership number ends 0688. so you should be able to access my telephone number...