We’ve used Hometree for a few years now after being lured in by cheaper prices than our previous British Gas plan. Setup and account management itself is easy, no issues at all. It’s the claims process, what it’s there for, is a hassle. We had an issue a few years ago regarding Hometree taking a while to come out to fix our boiler due to limited engineers in our area (Cumbria), however, this was resolved. Within the last week, we have no hot water and due to my son’s medical condition this is high risk for us. Initially called the vulnerable/emergency line and agent (abroad) was hard to understand but did note the issue down. Next day, called back to figure out no record left but Hometree arranged a visit on Saturday anyway, to which someone came and had a look at our boiler and confirmed it needed a new part. Returned on the Tuesday to fit the part due to delays with weekend but 2 days later it’s broke again, with Hometree saying they’ll get someone out between 4-8pm on Sunday. Informed that due to staff shortages it will now be delayed again, with no further information and no guarantee we won’t have to pay another £60 call out fee. Terrible service and treatment of vulnerable customers, need to not just market but work on their services themselves.
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