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  • FIRST POST
    Freezing
    Warning re 24/7 Home Rescue
    • #1
    • 26th Dec 14, 10:26 PM
    Warning re 24/7 Home Rescue 26th Dec 14 at 10:26 PM
    Dear all

    I just wanted to give some feed back on the terrible service we have had this Christmas from 24/7 Home Rescue.

    Firstly, they are not 24/7 - whist you can make a claim with the engineering company they outsource their work to, you can't actually speak to them directly because they are closed until 5 January 2015! Which company in this day and age is closed for this long without someone being available to contact, especially when the say they are 24/7? I have asked the online "webchat" machine wether they have an emergency number they can contact and all I got was an evasive answer to the effect of "someone will call you soon" presumably when they re-open on 5 January!

    Long and short of the story is that we had problems with our boiler. They sent out someone to look at it. This engineer reset the boiler and went on his way. The problems persisted and 24/7 have not sent someone to look at the boiler again as they think the problem is a pressure issue. How would they know this without even looking at the boiler after the problems persisted? Any way, it's a fault with the boiler itself but they won't send anyone out to have a look at it. The boiler has broken down again and when I called the third party engineering line we were told there was a note on the system not to send an engineer out until the dispute was investigated. Problem is, they are closed over Christmas and there is no one we can speak to.

    If there was an issue which was genuinely not covered the policy then fine, we would get it fixed. But they they allegedly fixed our boiler then when the problems persisted they said it was a problem with the pressure without even looking at the boiler. Also, pressure isn't specifically excluded from the terms of their service.

    I have used both British Gas and Homeserve before and for all their faults, at least you can speak to a person at the company over Christmas. Out of Homeserve and British Gas, I would say Homeserve were the best so will be going back to them.

    I am sorry to say that these smaller independent companies really don't provide the same level of service.

    Sorry for the rant but I was most disappointed to hear the company left us without cover over Christmas.

    We've got the electric heaters on for now!
Page 12
    • theboilerman
    • By theboilerman 30th Jan 18, 10:48 PM
    • 4 Posts
    • 2 Thanks
    theboilerman
    Be wary they only pay out on complete breakdown of boilers - their terms and conditions are worded in such as way that they only cover FULL breakdown of a boiler. My boiler was malfunctioning but still providing heating/water. They still took £95 excess for an engineer to come out, knowing full well I was not covered. They tell you it's not covered after the engineer has diagnosed it. Too late and they have your money! . It got from bad to worse. The first engineer said it was just a service it needed and he would be back. I had to pay an additional £40 for this to be done. After I paid a second engineer came out and said it was a misdiagnosis and that it was in fact a blocked heat exchanger. They wanted another £240 for this to be done. At this point I said I won't pay any more. I asked for £40 refund as they did no work, but was refused. Also be aware that they are not regulated by the FSA which makes any dispute almost impossible to progress. AVOID, they are a non-regulated SCAM Company!!
    • 247homerescue
      Verified User verified user
    • By 247homerescue Verified User verified user 2nd Feb 18, 9:49 AM
    • 12 Posts
    • 0 Thanks
    247homerescue
    Thank you for Review. we are very sorry to hear that you are unhappy with the service that was provided, In regards to this can you please email our complaint team at 24/7 home rescue with you reference number and a brief description and we will be more then happy to look into this for you and try resolve the issues that you have raised.

    24/7 home rescue
    • 247homerescue
      Verified User verified user
    • By 247homerescue Verified User verified user 2nd Feb 18, 9:50 AM
    • 12 Posts
    • 0 Thanks
    247homerescue
    Thank you for Review. we are very sorry to hear that you are unhappy with the service that was provided, In regards to this can you please email our complaint team at 24/7 home rescue with you reference number and a brief description and we will be more then happy to look into this for you and try resolve the issues that you have raised.

    24/7 home rescue
    • 247homerescue
      Verified User verified user
    • By 247homerescue Verified User verified user 2nd Feb 18, 9:59 AM
    • 12 Posts
    • 0 Thanks
    247homerescue
    Thank you for Review. we are very sorry to hear that you are unhappy with the service that was provided, In regards to this can you please email our complaint team at 24/7 home rescue with you reference number and a brief description and we will be more then happy to look into this for you and try resolve the issues that you have raised.

    kind regards
    24/7 home rescue
    • 247homerescue
      Verified User verified user
    • By 247homerescue Verified User verified user 2nd Feb 18, 10:02 AM
    • 12 Posts
    • 0 Thanks
    247homerescue
    Thank you for Review. we are very sorry to hear that you are unhappy with the service that was provided, In regards to this can you please email our complaint team at 24/7 home rescue with you reference number and a brief description and we will be more then happy to look into this for you and try resolve the issues that you have raised.

    24/7 home rescue
    • scd3scd4
    • By scd3scd4 2nd Feb 18, 11:01 AM
    • 684 Posts
    • 559 Thanks
    scd3scd4
    Thank you for Review. we are very sorry to hear that you are unhappy with the service that was provided, In regards to this can you please email our complaint team at 24/7 home rescue with you reference number and a brief description and we will be more then happy to look into this for you and try resolve the issues that you have raised.

    24/7 home rescue
    Originally posted by 247homerescue
    Is there a reason you are repeating the same post??
    • ddaddy
    • By ddaddy 5th Feb 18, 1:32 PM
    • 9 Posts
    • 1 Thanks
    ddaddy
    It's a good job I came across this post. I was just about to sign up for a landlord policy with 247.
    Does anyone have any recommendations apart from British Gas?
    • DEE SMITH
    • By DEE SMITH 6th Feb 18, 10:38 AM
    • 1 Posts
    • 1 Thanks
    DEE SMITH
    Total cowboys
    *** AVOID THIS COMPANY ***
    The "Emergency Hotline" is a joke = 20 minutes on hold. Finally got through and was informed that £75 excess needed to be paid on a card on the phone - for an engineer to come out (during freezing/snow conditions) when boiler broken down (hot water and heating). Once excess was paid by Debit Card they informed me that the Engineer would be out in 3 days time !!. Took a day off from work engineer arrived midday to tell us he needed to order a part and the office will call me. WELL same as most people on here = we were told in a phonecall after the Engineer had left that our Boiler was "beyond economic repair" .......(absolute b@ll@cks.....Oh but if we paid another upfront fee of £240 they would send an engineer and we would still need to pay for the cost above and beyond the £240 plus VAT ! JOKERS.. phoned a local Plumber out who fixed it within 2 hours for £200... said there was only a small part needed fitting and apart from that the boiler was in good working order. PLEASE avoid these rip-off merchants. Enquired as to getting the £75 excess payment back as their Engineer had not actually rectified the problem. OH NO OF COURSE THAT PAYMENT WAS MANDATORY NO REFUND !!!!!!!!!
    • earthchick
    • By earthchick 9th Feb 18, 1:20 PM
    • 1 Posts
    • 1 Thanks
    earthchick
    24/7 - the worst service I've ever had - AVOID!
    Switched from another boiler cover company as trying to save money, wish I had looked on this forum first! Talk about hassle. I made a point of asking before I signed up to 24/7 about any hidden costs and was assured my policy is £0 excess and I wouldn't not have to pay anything on top of my monthly direct debit. We were having trouble with our hot water and was charged £75 up front over the phone for an engineer to come out because it was classed as a partial breakdown. When I challenged this I was told to refer to my terms and conditions. I stupidly didn't read them before I signed up as the sales person was so reassuring about having nothing else to pay. On the welcome letter one of the main selling points is about getting to priority customers quickly, often the same day. At the time of reporting the fault, I had one year old twin nephews staying as well as parents over the age of 65, both of which are classed as priority. I was going to have to wait 5 days for an engineer to come out so cancelled the appointment and after reading Trust Pilot reviews about more hidden part costs for boilers decided to cancel my policy and I paid for a local plumber to come out instead. I waited 1 hour 17 mins on the phone to 24/7 and was put through to 3 different people to process the £75 refund and cancel my policy. I am still waiting for this refund and am having to separately chase getting my first payment through direct debit refunded, despite cancelling in their 30 day cancellation period. I've been left feeling so frustrated, disappointed and feel completely conned. I posted a review on Trust pilot and 24/7 posted a response all of which was fabricated! Was referring to a tenant and refunding boiler parts (none of which apply to me) and was a very blame heavy response, so can only think this was a different customer who had complained. How can they get away with this? Given the less than glowing reviews below, I'm not the first and sadly won't be the last to have a terrible experience. AVOID AVOID AVOID.
    • jk0
    • By jk0 9th Feb 18, 4:09 PM
    • 2,192 Posts
    • 24,151 Thanks
    jk0
    Thank you for Review. we are very sorry to hear that you are unhappy with the service that was provided, In regards to this can you please email our complaint team at 24/7 home rescue with you reference number and a brief description and we will be more then happy to look into this for you and try resolve the issues that you have raised.

    24/7 home rescue
    Originally posted by 247homerescue
    Brilliant English mate!
    • PhylPho
    • By PhylPho 9th Feb 18, 8:40 PM
    • 1,267 Posts
    • 2,737 Thanks
    PhylPho
    It's a good job I came across this post. I was just about to sign up for a landlord policy with 247.
    Does anyone have any recommendations apart from British Gas?
    Originally posted by ddaddy
    I'm responding to your post, though this is also a response to those by Dee Smith at #228 and earthchick at #229.

    The situation in which Mrs P and I found ourselves in January, 2016, is one which many other householders will no doubt have encountered. We'd been with British Gas HomeCare for years, and years, and years . . . and every year, British Gas increased the annual premium. What had started at £10.50 (we're meticulous record keepers) had become £23.80p, every month, 12 months of the year.

    We sat down and looked at the figures. That we're now paying British Gas £285.60 a year, for which we get an annual boiler "service" (which really isn't a service in the way that a car is services, more like a check and maybe a quick dusting.)

    Just about everyone we know -- neighbours, and friends -- have British Gas to make sure their central heating boiler is functioning OK. But, but, but . . . Many a heating engineer has, over the years, very kindly come on MSE and posted about. .

    Paranoia.

    The paranoia of home owners that oh-dear-god, the boiler's going to blow up at any minute! What will I do? Who can I turn to? I must, must, MUST pay out every month for an insurance policy (because that's all it is: insurance) to cover the cost of anything going wrong.

    To its lasting credit, the service we received from British Gas's engineers was never less than superb. And when we needed a next-day call-out -- which, in 10 years, we needed. . . twice -- that's what we received. No ifs. No buts. And no "up front charges" like those inflicted by scam outfits masquerading as substitutes for the kind of service British Gas provides.

    But. But. But. . . We also received cautions, with every service, that our boiler was getting old. (As are we.) That though parts were available then, those parts might not be available in future.

    This wasn't a hard sell, wasn't even a soft sell, really . . . but it was always enough to stimulate the nagging doubt at the back of our minds that some day, some time, we were going to have serious trouble with our central heating and might be wise to buy a new boiler.

    We were, in a word, developing a quiet, though expensive . . . Paranoia.

    The kind of paranoia on which all such service providers depend for the success of their business. The not unreasonable fear of householders that unless -- UNLESS -- they fork out what turns out to be a cumulative small fortune in monthly insurance premiums, then oh boy, are they going to be in trouble one day. Some day. Whenever. That in the depths of winter the house is going to freeze up and there's not even GhostBusters to call. . .

    We decided, we're not paranoid. Nor are we stupid. But stupid gets no more stupid than paying British Gas £286 a year to insure a boiler that's working just fine, thank you. So-oo . . . We cancelled the British Gas contract.

    The last payment was January, 2016. It's now February, 2018. Between then and now we would have paid £23.80p (or possibly, even more than that, given British Gas's annual price hikes) we would have paid £23.80p a month for the 11 remaining months of 2016, the 12 months of 2017, and the two months (so far) of 2018, a total of 25 months: £595.

    Five Hundred and Ninety Five Pounds . . . handed over for the, er, 'protection' of a central heating boiler and its annual service.

    In our case, we found a plumber who was highly recommended by neighbours and friends. He was good at what he did, but he was not a heating engineer. So . . . we asked him to recommend one. He did. Result? In 2016, we paid £60 for a boiler 'service' (which he actually described as more-of-a-check and clean) and then, in 2017, a further £65. He's local. He offers a 24-hour emergency call-out. He values his customer and he values word-of-mouth recommendations. I doubt he's unique.

    Our central heating boiler is a GloWorm. Anything but the finest of boilers. Our house is new build and the boiler was installed in August 2005. We asked our heating engineer -- in view of British Gas's cautions about the, er, "life-time" of a boiler -- what he thought about our boiler. He said: 'Nothing wrong with it.' We asked, when will it pack up? He said: 'Who knows? It'll last until it. . . doesn't. No-one can forecast the expiry date. Not even British Gas.'

    We had one problem with pressurisation last year, so needed a 24-hour call-out. Our heating engineer provided it. Cost: £40.

    The point of all this is not that we've paid out a total of £165 these past two years in regard to our central heating -- instead of £595 -- but that none of these insurance arrangements, doesn't matter whether it's from British Gas or anyone else, will cover the cost of a replacement boiler. The insurance is not like that of a car: there's no write-off value. You just pay and pay and pay the premium and when the day comes that the boiler is no longer repairable -- though that's something in respect of which a householder should always but always obtain a second opinion -- then that's it, you shell out a four-figure sum.

    One day -- maybe tomorrow, maybe next week / month / year or year after -- we'll need a new boiler. It'll cost. But what we won't have done is chucked hundreds and hundreds of pounds away in the meantime on entirely unnecessary "boiler insurance". And that's. . . Goooooood.

    Finally, in regard to the outfit that is the focus of this particular thread: prospective customers should treat it with the same blatant contempt demonstrated in the utterly illiterate postings on this thread of its so-called "representative".

    Most posters on here take the trouble to ensure that what they say is coherent and grammatically correct. Most posters here think you should treat people as you wish to be treated yourself, and that means communicating with a care for language and a respect for the reader's intelligence.

    24/7? Don't make me laugh -- or rather, you carry on, 24/7, because every laughable scripted post on this thread has served only to show that this is a business which deserves no-one's respect and, absolutely, no-one's custom.
    • scd3scd4
    • By scd3scd4 10th Feb 18, 6:39 AM
    • 684 Posts
    • 559 Thanks
    scd3scd4
    I'm responding to your post, though this is also a response to those by Dee Smith at #228 and earthchick at #229.

    The situation in which Mrs P and I found ourselves in January, 2016, is one which many other householders will no doubt have encountered. We'd been with British Gas HomeCare for years, and years, and years . . . and every year, British Gas increased the annual premium. What had started at £10.50 (we're meticulous record keepers) had become £23.80p, every month, 12 months of the year.

    We sat down and looked at the figures. That we're now paying British Gas £285.60 a year, for which we get an annual boiler "service" (which really isn't a service in the way that a car is services, more like a check and maybe a quick dusting.)

    Just about everyone we know -- neighbours, and friends -- have British Gas to make sure their central heating boiler is functioning OK. But, but, but . . . Many a heating engineer has, over the years, very kindly come on MSE and posted about. .

    Paranoia.

    The paranoia of home owners that oh-dear-god, the boiler's going to blow up at any minute! What will I do? Who can I turn to? I must, must, MUST pay out every month for an insurance policy (because that's all it is: insurance) to cover the cost of anything going wrong.

    To its lasting credit, the service we received from British Gas's engineers was never less than superb. And when we needed a next-day call-out -- which, in 10 years, we needed. . . twice -- that's what we received. No ifs. No buts. And no "up front charges" like those inflicted by scam outfits masquerading as substitutes for the kind of service British Gas provides.

    But. But. But. . . We also received cautions, with every service, that our boiler was getting old. (As are we.) That though parts were available then, those parts might not be available in future.

    This wasn't a hard sell, wasn't even a soft sell, really . . . but it was always enough to stimulate the nagging doubt at the back of our minds that some day, some time, we were going to have serious trouble with our central heating and might be wise to buy a new boiler.

    We were, in a word, developing a quiet, though expensive . . . Paranoia.

    The kind of paranoia on which all such service providers depend for the success of their business. The not unreasonable fear of householders that unless -- UNLESS -- they fork out what turns out to be a cumulative small fortune in monthly insurance premiums, then oh boy, are they going to be in trouble one day. Some day. Whenever. That in the depths of winter the house is going to freeze up and there's not even GhostBusters to call. . .

    We decided, we're not paranoid. Nor are we stupid. But stupid gets no more stupid than paying British Gas £286 a year to insure a boiler that's working just fine, thank you. So-oo . . . We cancelled the British Gas contract.

    The last payment was January, 2016. It's now February, 2018. Between then and now we would have paid £23.80p (or possibly, even more than that, given British Gas's annual price hikes) we would have paid £23.80p a month for the 11 remaining months of 2016, the 12 months of 2017, and the two months (so far) of 2018, a total of 25 months: £595.

    Five Hundred and Ninety Five Pounds . . . handed over for the, er, 'protection' of a central heating boiler and its annual service.

    In our case, we found a plumber who was highly recommended by neighbours and friends. He was good at what he did, but he was not a heating engineer. So . . . we asked him to recommend one. He did. Result? In 2016, we paid £60 for a boiler 'service' (which he actually described as more-of-a-check and clean) and then, in 2017, a further £65. He's local. He offers a 24-hour emergency call-out. He values his customer and he values word-of-mouth recommendations. I doubt he's unique.

    Our central heating boiler is a GloWorm. Anything but the finest of boilers. Our house is new build and the boiler was installed in August 2005. We asked our heating engineer -- in view of British Gas's cautions about the, er, "life-time" of a boiler -- what he thought about our boiler. He said: 'Nothing wrong with it.' We asked, when will it pack up? He said: 'Who knows? It'll last until it. . . doesn't. No-one can forecast the expiry date. Not even British Gas.'

    We had one problem with pressurisation last year, so needed a 24-hour call-out. Our heating engineer provided it. Cost: £40.

    The point of all this is not that we've paid out a total of £165 these past two years in regard to our central heating -- instead of £595 -- but that none of these insurance arrangements, doesn't matter whether it's from British Gas or anyone else, will cover the cost of a replacement boiler. The insurance is not like that of a car: there's no write-off value. You just pay and pay and pay the premium and when the day comes that the boiler is no longer repairable -- though that's something in respect of which a householder should always but always obtain a second opinion -- then that's it, you shell out a four-figure sum.

    One day -- maybe tomorrow, maybe next week / month / year or year after -- we'll need a new boiler. It'll cost. But what we won't have done is chucked hundreds and hundreds of pounds away in the meantime on entirely unnecessary "boiler insurance". And that's. . . Goooooood.

    Finally, in regard to the outfit that is the focus of this particular thread: prospective customers should treat it with the same blatant contempt demonstrated in the utterly illiterate postings on this thread of its so-called "representative".

    Most posters on here take the trouble to ensure that what they say is coherent and grammatically correct. Most posters here think you should treat people as you wish to be treated yourself, and that means communicating with a care for language and a respect for the reader's intelligence.

    24/7? Don't make me laugh -- or rather, you carry on, 24/7, because every laughable scripted post on this thread has served only to show that this is a business which deserves no-one's respect and, absolutely, no-one's custom.
    Originally posted by PhylPho

    Fair post...........however I needed the service of a leak detection team last year. Try getting anyone to do that and if you can they wont give much change out of £600-700!
    • Haylez
    • By Haylez 13th Feb 18, 8:50 PM
    • 1 Posts
    • 1 Thanks
    Haylez
    Nothing wrong with my 3-4 year old boiler , had a service and started experiencing problems . Luke warm water in bath . Canít even use shower due to water temp and now after explaining I wanted a second opinion they want £75 call out fee when the boiler was fine more like the engineer was more interested in getting to pub as it was his last job. Having to take advice now . Avoid this company as reading other reviews on It. Do not trust ...update after there reply ... I was told because I didnít report the issue straight away that they was sure there engineer did the correct job although they wonít put a signature to that and send a independent engineer out to clarify that. I was told I could make a claim and that I was covered all I needed was to pay £75 excess . For which I refused as it was working perfectly fine before their engineer came out so there response is a lie again ! Also if people read the 5 star reviews there actually ones of the website and how easy it is to use not of actual work
    Update... had a engineer come out to independently access the boiler and had to have work done. I received a call from Megan saying they would refund me all the money it cost me aswell as send me a service breakdown of what was originally done . Still not received it and ignored me about my refund !!!
    • Poppy Green
    • By Poppy Green 14th Feb 18, 2:30 PM
    • 4 Posts
    • 3 Thanks
    Poppy Green
    BEWARE OF THIS COMPANY! THEY ARE FRAUDLENT COMPANY

    You have to be very careful of this company they are really fraudulent. I had my boiler serviced in August 17 and had no heating and hot water in Sept called the company but I was informed that I was not covered for repair. I demanded to cancel my contract; I was informed that I had to pay £140 or £70 for call one off payment after paying my premium for 9 months. The company continued to set up direct debt on my account after cancelling it. They are scammers!. They are real RIP OFF. Please do not waste your money by taking any contract with them.
    • 247homerescue
      Verified User verified user
    • By 247homerescue Verified User verified user 14th Feb 18, 3:12 PM
    • 12 Posts
    • 0 Thanks
    247homerescue
    BEWARE OF THIS COMPANY! THEY ARE FRAUDLENT COMPANY

    You have to be very careful of this company they are really fraudulent. I had my boiler serviced in August 17 and had no heating and hot water in Sept called the company but I was informed that I was not covered for repair. I demanded to cancel my contract; I was informed that I had to pay £140 or £70 for call one off payment after paying my premium for 9 months. The company continued to set up direct debt on my account after cancelling it. They are scammers!. They are real RIP OFF. Please do not waste your money by taking any contract with them.
    Originally posted by Poppy Green
    Thanks for your review.

    I can see that you would have been asked for a sum up front but without having your policy reference number i am unable to determine what this was for but had the boiler been a complete breakdown with no hot water or heating it would have been covered by ourselves.

    In regards to the direct debit being continued I am unable to discuss due to data protection.

    I would be happy to discuss this with you, my e-mail is laurenh@247homerescue.co.uk
    • 247homerescue
      Verified User verified user
    • By 247homerescue Verified User verified user 14th Feb 18, 5:01 PM
    • 12 Posts
    • 0 Thanks
    247homerescue
    Nothing wrong with my 3-4 year old boiler , had a service and started experiencing problems . Luke warm water in bath . Canít even use shower due to water temp and now after explaining I wanted a second opinion they want £75 call out fee when the boiler was fine more like the engineer was more interested in getting to pub as it was his last job. Having to take advice now . Avoid this company as reading other reviews on It. Do not trust ...update after there reply ... I was told because I didnít report the issue straight away that they was sure there engineer did the correct job although they wonít put a signature to that and send a independent engineer out to clarify that. I was told I could make a claim and that I was covered all I needed was to pay £75 excess . For which I refused as it was working perfectly fine before their engineer came out so there response is a lie again ! Also if people read the 5 star reviews there actually ones of the website and how easy it is to use not of actual work
    Update... had a engineer come out to independently access the boiler and had to have work done. I received a call from Megan saying they would refund me all the money it cost me aswell as send me a service breakdown of what was originally done . Still not received it and ignored me about my refund !!!
    Originally posted by Haylez
    Thank you for your review.

    After reading your review it seems that you was asked to pay the mandatory excess on your account of £75.

    Your cover plan that you purchased would include a mandatory excess in the event of a claim, this means your cover plan monthly direct debit has been subsidised by the excess amount you have chosen to pay in the event of a claim.

    In regards to the refund and the service breakdown i will ask that you contact me personally at laurenh@247homerescue.co.uk in order to investigate these.
    • scd3scd4
    • By scd3scd4 14th Feb 18, 6:32 PM
    • 684 Posts
    • 559 Thanks
    scd3scd4
    Thank you for your review.

    After reading your review it seems that you was asked to pay the mandatory excess on your account of £75.

    Your cover plan that you purchased would include a mandatory excess in the event of a claim, this means your cover plan monthly direct debit has been subsidised by the excess amount you have chosen to pay in the event of a claim.

    In regards to the refund and the service breakdown i will ask that you contact me personally at laurenh@247homerescue.co.uk in order to investigate these.
    Originally posted by 247homerescue

    Maybe you can explain why nearly all the reviews on TRUSTPILOT are nothing other than sighing up or using the website reviews. Nothing really to do with service are they?


    Ohhhh and why do you give incentives like free months to do reviews before they have even used your service?
    .................................................


    Phil





    Awful company
    All the good reviews on here are typicaly from new customers as they give you 2 months free cover if you come on here and put comment.This makes a mockery of Trustpilot as a good way of finding out what a company is like.

    Just wait till you have to call them out. 4 days to attend even though we have an 8 month child in the house and no heating.
    Last edited by scd3scd4; 15-02-2018 at 12:59 AM.
    • 247homerescue
      Verified User verified user
    • By 247homerescue Verified User verified user 16th Feb 18, 10:06 AM
    • 12 Posts
    • 0 Thanks
    247homerescue
    Switched from another boiler cover company as trying to save money, wish I had looked on this forum first! Talk about hassle. I made a point of asking before I signed up to 24/7 about any hidden costs and was assured my policy is £0 excess and I wouldn't not have to pay anything on top of my monthly direct debit. We were having trouble with our hot water and was charged £75 up front over the phone for an engineer to come out because it was classed as a partial breakdown. When I challenged this I was told to refer to my terms and conditions. I stupidly didn't read them before I signed up as the sales person was so reassuring about having nothing else to pay. On the welcome letter one of the main selling points is about getting to priority customers quickly, often the same day. At the time of reporting the fault, I had one year old twin nephews staying as well as parents over the age of 65, both of which are classed as priority. I was going to have to wait 5 days for an engineer to come out so cancelled the appointment and after reading Trust Pilot reviews about more hidden part costs for boilers decided to cancel my policy and I paid for a local plumber to come out instead. I waited 1 hour 17 mins on the phone to 24/7 and was put through to 3 different people to process the £75 refund and cancel my policy. I am still waiting for this refund and am having to separately chase getting my first payment through direct debit refunded, despite cancelling in their 30 day cancellation period. I've been left feeling so frustrated, disappointed and feel completely conned. I posted a review on Trust pilot and 24/7 posted a response all of which was fabricated! Was referring to a tenant and refunding boiler parts (none of which apply to me) and was a very blame heavy response, so can only think this was a different customer who had complained. How can they get away with this? Given the less than glowing reviews below, I'm not the first and sadly won't be the last to have a terrible experience. AVOID AVOID AVOID.
    Originally posted by earthchick
    Good Morning

    Thank you for your review.

    I apologise for the delay in sourcing an engineer for you. We aim to get an engineer out the same or next day but sometimes this is not possible.

    In regards to the refund for the £75 you are waiting to be refunded, i ask that you e-mail me directly so that i can look into this matter for you at laurenh@247homerescue.co.uk.

    Regards
    Lauren
    24/7 Home Rescue
    • scd3scd4
    • By scd3scd4 16th Feb 18, 1:15 PM
    • 684 Posts
    • 559 Thanks
    scd3scd4
    Good Morning

    Thank you for your review.

    I apologise for the delay in sourcing an engineer for you. We aim to get an engineer out the same or next day but sometimes this is not possible.

    In regards to the refund for the £75 you are waiting to be refunded, i ask that you e-mail me directly so that i can look into this matter for you at laurenh@247homerescue.co.uk.

    Regards
    Lauren
    24/7 Home Rescue
    Originally posted by 247homerescue
    Please answer the question regards incentives!?
    • PhylPho
    • By PhylPho 16th Feb 18, 2:40 PM
    • 1,267 Posts
    • 2,737 Thanks
    PhylPho
    Maybe you can explain why nearly all the reviews on TRUSTPILOT are nothing other than sighing up or using the website reviews. Nothing really to do with service are they?
    Ohhhh and why do you give incentives like free months to do reviews before they have even used your service?
    .................................................
    Phil

    Awful company
    All the good reviews on here are typicaly from new customers as they give you 2 months free cover if you come on here and put comment.This makes a mockery of Trustpilot as a good way of finding out what a company is like.

    Just wait till you have to call them out. 4 days to attend even though we have an 8 month child in the house and no heating.
    Originally posted by scd3scd4
    Unfortunately, untrustworthy TrustPilot itself is a mockery of a review site.

    Has been for years. Why anyone would ever use it, or contribute to it, is beyond me. It makes a great deal of money from the very businesses which get criticised (or criticised for as long as TrustPilot allows a comment to remain on view.)

    Plenty of review sites out there on which to post a comment . . all of which are sampled by Internet search engines.
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