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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 10
    • Bat71
    • By Bat71 18th Dec 17, 12:25 PM
    • 2 Posts
    • 1 Thanks
    Bat71
    It's not too old to cover, but there is an hidden mandatory £75 excess which they sprung on me.
    I'm guessing I will have to just pay until the end of the contract in June.

    If anything happens to the boiler in the meantime, seeing how much I have been stung already, I will probably just get a local business to repair it as it will probably end up cheaper.

    THAT'S HOW USELESS THIS INSURANCE IS!!!!!!!!!
    • Mridu
    • By Mridu 18th Dec 17, 1:50 PM
    • 1 Posts
    • 1 Thanks
    Mridu
    Beware! 24 7 home rescue isnít financially registered
    Hi all

    Please beware that 24 7 home rescue isnít financially registered company so donít buy any cover from them. I wish I had read warning before but now I am stuck with this bad operator. Donít only rely on trust pilot reviews because they mean nothing if company can get away with messing customers. I never had such a bad experience from any other company so far. Very rude staff, engineers donít have a clue about boilers, misleading terms and conditions!

    Stay away from bad operator 24 7 home rescue
    • sally321
    • By sally321 18th Dec 17, 11:09 PM
    • 1 Posts
    • 2 Thanks
    sally321
    Warning
    Please be aware everyone, this company is a total SCAM!!!!
    I TRIED REFERRING THEM TO THE FINANCIAL OMBUDSMAN ONLY TO FIND OUT THEY HAVE CHOSEN NOT TO BE REGULATED BY THE FINANCIAL OMBUDSMAN. I WONDER WHY!!

    Without going in to too many details as this company does not deserve my time or effort, the customer service is one of the worst ever ever...... The advisor have no idea what they are doing, keep telling lies, after putting the phone down- they will always write a pack of lies about the conversation, when i asked to put through to manager, they refused and cut the line off.......

    Anyway they have taken couple of £30 charges from my account that I refused to pay upfront as I am not liable for the costs, so they went behind my back and took money via DD on top of the normal DD amount without my knowledge. Shocking isn't it?

    I contacted bank and they have advised they will get the money back. I cancelled all the DD with them. Now I will email the company and tell them I want to cancel the contract - not sure how this will go down!
    They are a bunch of cowboys and should not really be trading at all!! I have been advised to refer them to trading standards which is my next step, but this can be done by going thorugh citizens advice bureau who will then refer me on....
    wish me luck!
    • Muks1521
    • By Muks1521 20th Dec 17, 12:04 PM
    • 1 Posts
    • 1 Thanks
    Muks1521
    I wish I had seen the posts before buying 2 lots of emergency cover.

    This company are awful and I mean that in the most strongest sense.

    I have previously emailed you on 4 occasions and also called around 4/5 times.
    1. 12th November (original complaint emailed)
    2. 14th November (follow up to see if you received my original email)
    3. 20th November (follow up email to check on progress)
    4. 6th December (follow up email to check on progress)

    I received 1 reply from them on 14th November stating that yes you had received my email and you would be exploring the complaint and would get back to me in accordance with your complaint procedure timelines.

    I called back today and spoke to Kayleb (247 team) about what was happening with my complaint. After checking Kayleb (247 team) advised there was no complaint recording against my account.

    This was very disappointing and unprofessional and frankly adding further insult to what already has been a very awful duty of care of service for the product I have purchased from them.

    I called your emergency breakdown line after an emergency in my home back in early November. Initially the 247 team asked me to pay a security deposit of £75, which I paid despite not having an excess

    The 247 team then sent out an approved electrician who came to my home and carried out some sort of repair and left. This however did not rectify the issue although the electrician signed off the job as complete. (I still had no lights working upstairs)

    I called the 247 team back to explain that the issue had not been resolved and was advised by the 247 team that the job had been signed off as complete. I was further advised that in order to get another electrician to come out I would need to pay a further security deposit. As I was unhappy about having to pay any additional money for the same incomplete job the 247 team advised they would accept £35, which I paid.

    The 2nd electrician visited my home to review the issue of no lighting upstairs and explained that he could not repair the problem as he felt it was an issue in the loft with cables probably caused by rodents and without a certificate stating there were no rodents in the loft he could not proceed with rectifying the issue of no lighting.

    After calling 247 and explaining what was happening I was advised by the 247 team that I had pest control cover however I would need to get in a pest control specialist to deal with any pest issues. I was further advised that I needed to pay an additional security deposit which I simply refused to pay as I did not believe it was a pest issue.

    2 days later without any warning a pest control specialist sent by 247team came to my home and carried out some routine pest control which did not include entry into the loft despite me explaining that I needed the loft examined for pest issues and that I could not resolve an on-going electrical issue without that examination. The pest control did not respond other than I have completed my job and then leaving.

    After 4 weeks of no lighting and no assistance from 247 I had no option but to call in an independent electrician at the cost of £40 call out. The independent electrician advised me that there was a worn cable between the fuse box and the upstairs light and nothing relating to rodents as stated and advised by 247team approved electricians, which were sent to my home. I asked the electrician to proceed with the job which cost £150 and finally 4 weeks later I have lighting in the upstairs bedrooms of my home.

    This has been a very stressful experience and I have been treated very unfairly by the 247team and the service has well below the service I would expect for emergency cover for established companies.

    I have had to go through thier cancellation line to forward my complaint and only yesterday i called to see if my complaint had been logged. Which it has despite initially being given the assurance it was already being investigated, which was a lie.

    I have lost

    • £75 security deposit
    • £35 security deposit
    • £190 independent call out for electrician and repair of job along with my monthly premium.

    Please, please, please stay away from this company.
    • Steve craig
    • By Steve craig 20th Dec 17, 3:40 PM
    • 1 Posts
    • 1 Thanks
    Steve craig
    DO NOT SIGN UP WITH THIS COMPANY
    I arranged a boiler service after signing up and paying £60,
    they didnít service my boiler and lied to me saying the engineer
    had called and on top of that they told me they had refunded my money,
    which they havenít so lied again. ( BIG MISTAKE using this company)
    • FredTheBaddie
    • By FredTheBaddie 2nd Jan 18, 11:11 AM
    • 25 Posts
    • 9 Thanks
    FredTheBaddie
    Do not provide any cover
    I have a similar story to other people in this thread.

    In brief:

    - I signed up in April through USwitch for 'Emergency cover including a boiler service'
    - Arranged the service for December, guy came around and serviced the boiler, checked the gas meter and reported no problems
    - Luckily, the next week I had my gas hob replaced by Currys and while they were doing gas pressure test (before replacing the hob) they reported a drop of 9 millibar. After extensive checking, they narrowed it down to the boiler. Isolating the boiler eliminated the drop, begging the question how could a boiler service been completed with a leak in the boiler?
    - Calling 24/7 back they said they would send a senior engineer but only if I paid a £75 'security deposit'. I had no choice but to pay to get my boiler fixed.
    - It took another two days to get someone out so I'm not sure where the 24/7 bit comes into it
    - When the senior engineer arrived, he first of all said I needed a new boiler, until I mentioned the guys from Currys said it was probably the gas valve. The problem was then miraculously as a faulty gas valve. The engineer then offered to do it himself for £250 as he said 24/7 would try and wriggle out of it. He was right, but this obviously casts great doubt on his diagnosis given that he wanted to repair it on the side and this is clearly unprofessional
    - It then took another two days of calling 24/7 who said the claim was with 'Authorisations' which is odd given that parts and labour were included in my plan
    - I then got a call back saying the cost of the repair (£468 as opposed to £250) was 'beyond economical repair' as it was more than 60% of the value of the boiler
    - Obviously, I then rang the cancellations department only to be told that my policy had already been cancelled without my being informed!

    So in summary, 24/7 aren't 24/7, they're not safe and then don't do any repairs. So there really is no reason to use them

    I shall be reporting them to Gas Safe for leaving a 'serviced boiler' leaking gas, getting a chargeback on the 'security deposit' and leaving reviews on Trustpilot.

    I'd submit a complaint to them if I thought it would make any difference
    • FredTheBaddie
    • By FredTheBaddie 2nd Jan 18, 11:55 AM
    • 25 Posts
    • 9 Thanks
    FredTheBaddie
    It seems USwitch has now removed them from their offerings and MoneySupermarket notes 'they are not an insurance product'
    • woodie42
    • By woodie42 3rd Jan 18, 5:42 PM
    • 3 Posts
    • 0 Thanks
    woodie42
    Look out for re-instated Direct Debits!
    CHECK YOUR BANK STATEMENTS CAREFULLY! Sorry to be repeating this warning but I discovered today that 24/7 HomeRescue have re-instated two direct debits that I cancelled about two months ago. In one case it is the third time that I have had to cancel the Direct Debit. How long does this nonsense have to continue? My bank tells me that because 247 have details of my sort code and account number they can re-instate a Direct Debit at any time they want to, despite the fact that I have cancelled the contracts by telephone, e-mail and written letter. Is my next action to contact Citizens' Advice for help? Or the police? Do I really have to close my bank account to escape the clutches of this criminal company? And, of course, no-one here will be surprised to learn that 247 HomeRescue are attempting to remove the above warning that I posted today on TrustPilot!
    • scd3scd4
    • By scd3scd4 4th Jan 18, 11:02 AM
    • 607 Posts
    • 505 Thanks
    scd3scd4
    CHECK YOUR BANK STATEMENTS CAREFULLY! Sorry to be repeating this warning but I discovered today that 24/7 HomeRescue have re-instated two direct debits that I cancelled about two months ago. In one case it is the third time that I have had to cancel the Direct Debit. How long does this nonsense have to continue? My bank tells me that because 247 have details of my sort code and account number they can re-instate a Direct Debit at any time they want to, despite the fact that I have cancelled the contracts by telephone, e-mail and written letter. Is my next action to contact Citizens' Advice for help? Or the police? Do I really have to close my bank account to escape the clutches of this criminal company? And, of course, no-one here will be surprised to learn that 247 HomeRescue are attempting to remove the above warning that I posted today on TrustPilot!
    Originally posted by woodie42

    My bank blocked them. There was no issue then or on other DD. Ask to speak to a manager. How is taking it after you have said NO, any different from thief.
    • scd3scd4
    • By scd3scd4 4th Jan 18, 6:36 PM
    • 607 Posts
    • 505 Thanks
    scd3scd4
    While you are here Hakeem. Can you explain what incentives you give to customers to put positive reviews on Trustpilot?

    Can you explain why you don't see the need to be regulated by the The Financial Conduct Authority (FCA)

    So therefore avoiding complaints not being investigated by the Financial Ombudsman Service.
    Last edited by scd3scd4; 05-01-2018 at 9:17 AM.
    • Browntoa
    • By Browntoa 5th Jan 18, 3:29 PM
    • 32,252 Posts
    • 37,956 Thanks
    Browntoa
    Hakeem

    You cannot post on behalf on the forum as a company representative without having MSE official status (it's in the forum faq's you agreed to on sign up)

    You need to contact forum team to get yourself authorised.

    I have reported your current posts in the meantime , if any go missing that is why
    I'm the Board Guide of the Referrers ,Telephones, Pensions , Shop Don't drop ,over 50's and Discount Code boards which means I volunteer to help get your forum questions answered and keep the forum runnning smoothly .However, please remember, board guides don't read every post. If you spot an inappropriate or illegal post please report it to forumteam@moneysavingexpert.com Any views are mine and not the official line of MoneySavingExpert.
    • scd3scd4
    • By scd3scd4 5th Jan 18, 4:04 PM
    • 607 Posts
    • 505 Thanks
    scd3scd4
    Here is one from TP before it is removed..........

    John Pambakian.

    Warning to all this is a rip off con company
    I thought i had a boiler cover plan
    When i had an emergency in the winter,[no heating or hot water]they only arranged the appointment after i paid a excess of £75[compossary if boiler over 7 years old] attended after 3 days to say that they have to order a circuit board which would take 2 days and will return to do the repair. 6 days later they called to cancel my service contract because it was over 60% of the value of the boiler [total rubbish] and asked another £230 for them to contact the manufacturer to do the repair which i could have done if i did not have a service repair contract.They hanged up the phone on me instead of answering my questions.
    • mgo
    • By mgo 5th Jan 18, 4:58 PM
    • 1 Posts
    • 1 Thanks
    mgo
    cover up
    How much are home rescue 24/7 paying you hakim ali to do their cover up's as you seem to be busy all over the place trying to discount legitimate customer reviews of what a bad company home rescue 24/7 is.I am sure it will not be too long that they will be exposed on programs like 'Watchdog.'
    • mchutchon
    • By mchutchon 9th Jan 18, 11:47 AM
    • 2 Posts
    • 1 Thanks
    mchutchon
    247 Rescue
    This company to be avoided. Its a so called "Insurance" that covers nothing. Endless waits on the phone, rude staff, engineer turns up with no parts. Unable to book boiler service on line before April 2nd!
    They are a joke and should be investigated for miss selling.
    • JudgeDredd
    • By JudgeDredd 11th Jan 18, 2:42 PM
    • 2 Posts
    • 1 Thanks
    JudgeDredd
    RIP off scam company 24/7 home rescue
    Add me to the growing list of people who have been hoodwinked into thinking that they had boiler service cover. My wife and I both over 65 and with health issue were kept waiting over 3 days while their ĎAuthorisationí team debated whether to allow our repair , costing about £350 of which I had already paid £75 excess up front. I made numerous calls with long wait on hold at premium rate call prices to no avail. Eventually I was told my boiler was beyond economic repair despite being on a premium contract with supposed £1000 of claim cover.
    They then offered me a manufacturers repair for a further £245 ( £320 less the £75 I had already paid)
    I declined and rang the manufacturers to find I could have had the repair direct with them for £289, but my boiler was too old, something that 24/7 never mentioned but would have happily taken my money anyway. I got the repair done locally for £160.

    My advice - AVOID 24/7 HOME RESCUE LIKE THE PLAGUE- go for British Gas - if it looks too good to be true it normally is!
    • JudgeDredd
    • By JudgeDredd 11th Jan 18, 7:12 PM
    • 2 Posts
    • 1 Thanks
    JudgeDredd
    Just as I thought would happen- the review similar to this that I posted on trustpilot 4 hours ago has been taken down at the request of 24/7
    Truth hurts don't it boys!!!
    • scd3scd4
    • By scd3scd4 12th Jan 18, 9:16 AM
    • 607 Posts
    • 505 Thanks
    scd3scd4
    Just as I thought would happen- the review similar to this that I posted on trustpilot 4 hours ago has been taken down at the request of 24/7
    Truth hurts don't it boys!!!
    Originally posted by JudgeDredd

    At least 50% of all negative reviews are removed.


    I no longer rate or trust TP.
    • mchutchon
    • By mchutchon 12th Jan 18, 12:55 PM
    • 2 Posts
    • 1 Thanks
    mchutchon
    Warning, Avoid this company!
    As previously said, avoid this company at all costs. £75 call out fee I expected, but engineer had no parts with him despite my detailed description of the problem. I then had to pay £190 more and wait several days for the problem I outlined to be fixed. Now to cancel I either have to pay £140 or continue the policy for a year. This in Not a Boiler cover plan, but only for what they deem to be an Emergency. It is miss selling and I am writing to Trading Standards. They are rude and incompetent as well.
    • jk0
    • By jk0 13th Jan 18, 3:29 PM
    • 2,149 Posts
    • 23,877 Thanks
    jk0
    A post on the motoring board about someone running over their own dog, made me muse about what would happen if 24/7 home rescue offered pet insurance:

    If your pet was over 7 years old, you'd pay a £70 excess to be told he was beyond economic repair, and they'd offer you £250 towards a new one!
    • Ruthylou91
    • By Ruthylou91 13th Jan 18, 5:39 PM
    • 1 Posts
    • 2 Thanks
    Ruthylou91
    Never use 24/7 Home Rescue
    Hi all, I just wanted to post this to warn others to never use this company!
    Iíve been with 24/7 home Rescue for 14 months. During your annual cover, they say they include a service. Iíve been trying to arrange a service since the beginning of my ageeenent with them but nobody ever confirms a service date or shows up for that matter!
    So we started having issues about 9 weeks ago. Our hot water wasnít coming out hot enough and was barely even warm enough to have a bath. Our whole boiler system and radiators are only about 4-5 years old and Iíve never had any issues before. I called my brother who has knowledge on boilers and explained that previously had you ran a bath using just the hot tap, the water would physically be too hot to get into. Now if you run a bath using just the hot tap, the water is almost cold. He advised it was probably the heat exchanger. I wasnít worried because I knew I had boiler cover so I called 24/7 home rescue who advised they would send an engineer but I would have to pay £75.00 to which I agreed. 3 weeks later an engineer finally came out after me calling to chase umpteen times. The engineer said ďah this is a system which was fitted by a government scheme so the water wouldnít heat up to boiling anywayĒ I disputed this and told him that the boiler had been working fine for 4-5 years with boiling hot water and the fact it wasnít fitted by a government scheme is irrelevant. We ran all of the taps and he still couldnít see a problem even though the water is lukewarm. I explained further that previously the water would be too hot to keep your hand under and he agreed that there must be an issue. So he stood staring at the boiler for a while, asked me for my Wi-FI password and called someone and said ďdo you think itís the heat exchange? Yeah I thought soĒ and off he went. 24/7 Home Rescue then contacted me to advise that they could replace the heat exchange but Iíd need to have a system power flush (expensive job) before they would fit a new heat exchange because the part had broken due to Ďsludgeí. Iíve disputed this with them, not because I donít believe itís due to sludge but because I canít understand based on the engineers visit and lack of physical inspection to the boiler how they could determine that the part has broken due to ďsludgeĒ. Iíve called 24/7 and asked them if they would send a second engineer out to do a more thorough inspection which they want another £75.00 for. The call centre staff and managers are incredibly rude and dismissive and genuinely do not value your custom nor offer any level of customer service. I work in a call centre myself and if I spoke to our customers in the same manner I wouldnít have a job. I spoke to a manager this evening who was by far the rudest I have encountered yet and eventually she terminated the call. Iím now going to pay for an external engineer myself to inspect the boiler which will be a further expense to myself and pay him to repair it.

    Please, please donít ever use this company. Pay a little extra and go with British Gas or alike. 24/7 home rescue deliver appalling service, disgusting customer service and will make your blood boil!!!
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