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  • FIRST POST
    • flyc42
    • By flyc42 30th Nov 17, 1:03 PM
    • 2Posts
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    flyc42
    24/7 Home Rescue
    • #1
    • 30th Nov 17, 1:03 PM
    24/7 Home Rescue 30th Nov 17 at 1:03 PM
    I have copied some correspondence with Home Rescue as a cautionary tale for anyone considering a contract with the company.


    Thank you for your (two identical) replies to my complaint via email on November 23rd. However, I think we might be at cross purposes. Your reply says you have reviewed my complaint and apologises for an engineer not arriving at an arranged time. Forgive me, but I don't think you read my email very carefully if at all. My complaint was about a completely different matter.

    This is what I think has happened. Your email is clearly a standard pre-prepared template response to the many complaints you must get on a daily basis. Someone has clearly pressed the wrong key. Perhaps the standard response to my complaint is sitting in someone else’s inbox and they are now as puzzled as I am.

    That being the case and for the avoidance of doubt, I have copied below my original complaint in the hope that, at least in part, there might be a glancing reference to the points I have raised. I’m pretty sure there will be a standard response on file. It’s just a case of hitting the correct key:

    I bought one of your more expensive packages. WS0105887. I wanted the peace of mind that should anything go wrong with the boiler I would receive speedy, reliable service.

    The boiler HAS failed. The hot water supply is frequently no more than tepid, the digital display is blank and the boiler continues to heat the central heating system long after the desired temperature is achieved.

    Despite these faults, when the problem was reported 24/7’s response was that the problems did not meet the company’s criteria for repair under the contract.

    Those criteria are:

    Breakdown

    means a sudden and unforeseen mechanical or electrical malfunction which results in the particular unit not working completely (i.e. no heating or hot water is available).

    A representative of the company said that because the boiler was heating water the condition didn’t represent a “breakdown” despite there being no hot water available. Well, my contention is that “sudden and unforeseen” applies, as does “electrical malfunction” given the blank display, all of which adds up to the boiler “not working completely.”

    If your business model is so precarious that you need to use semantics to justify not honouring your contractual obligations, then the Lord help you.

    The representative I spoke with was adamant that complaints had to be in writing. I am equally insistent that you should explain to me in writing clearly and precisely why my boiler breakdown does not qualify for repair under my contract with you so that I can take the matter further.

    Once again, I look forward with a degree of trepidation to your reply. Ken Warburton.


    Sadly, the story hasn't concluded and I expect to add another chapter in due course!
Page 1
    • Cardew
    • By Cardew 30th Nov 17, 2:32 PM
    • 27,109 Posts
    • 13,222 Thanks
    Cardew
    • #2
    • 30th Nov 17, 2:32 PM
    • #2
    • 30th Nov 17, 2:32 PM
    Welcome to the forum;

    There is a long thread on this firm:

    http://forums.moneysavingexpert.com/showthread.php?t=5141494
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