Curry's Whatever Happens Insurance - Valet Service (or not depending where you live)

vjr153

Curry's Whatever Happens Insurance :mad:

18 Months ago my mother-in-law purchased a fridge-freezer from Curry's and was persuaded to take out a whatever happens policy on the appliance. The selling point of the policy for her was not just the insurance but the highly lauded yearly valet service, where a technician would come to defrost and thoroughly clean the fridge/freezer which for her, being elderly with impaired vision, was important. Cleaning and defrosting the fridge/freezer is something that we could do when we visit but she wanted this service as it helps to maintain her independence which is very important to her. I don't like these insurance policies as I think they aren't particularly good value, especially as the appliance has a manufacturers warranty for the first year, but it was her decision and I didn't want to interfere too much.



I phoned last week to arrange a valet for her and was told that a technician would phone her to make an appointment the next day. Several days later she had still not received a call and was worrying about it, so I rang the number again to find out what was happening. I was told that they were still 'looking into it', when I pushed to find out exactly what it was they were 'looking into' it turns out that they don't have anyone in her area (Haverfordwest, South Wales) that can undertake the valet service! The very patronising and unhelpful man on the phone then went onto say its only a valet service, which is just a defrost and clean of the appliance, it won't affect the working or future working of the appliance..... not exactly correct as defrosting the freezer does have an impact on the efficiency of the appliance. He was entirely missing the point, which is that my mother-in-law was sold something on a basis of a service that it seems they cannot provide and has been paying a monthly fee for it as well and when I tried to explain this too him, he became more annoyed repeated the mantra about it not having an affect on the appliance and actually told me to be quiet so that he could finish what he was saying.



As a courtesy someone should at least have contacted her to explain that they were still trying to find an technician in her area but it seems that this is beyond them too. The call was ended with the man saying that they would call us if and when they found an technician to carry out the valet, I asked if there was any timescale on that and he got annoyed again and said he had no idea.... the only thing he said during the entire call that I agree with, he had no idea, certainly not regarding customer service. I had to insist that they call if they can't find an technician to let us know.



My sister works for the court system and if they do not provide an technician or this service then we will be considering a small claims action against them for breach of contract, not for the money particularly but for the principle, of selling a service in an area where they know they can't provide it, especially to elderly and vulnerable people, which I consider to be fraud. She has other appliances insured with Domestic and General and I think we will move the cover to them as it appears to be cheaper. I will be contacting both the local trading standards and the manager of the Haverfordwest Curry's store as well.



This has upset my mother-in-law who is trying to remain independent and now thinks that she made a bad decision which doesn't help at a time when we are trying to boost her confidence as she takes over managing the house etc from my father-in-law who can no longer do it.

alistair.long

Write a letter to them and inform them of the fact that there is a breach of contract. If you have any ideas of any remedies you can include them in the letter.

See how it goes you have a good claim for a refund as the service is not available that you paid for

lisyloo

Put is all down in a compalint letter (from your mum).
Follow their complaint procedure and send it recorded delivery for an extra 77p.
Ask for a full refund .
Note you might only be entitled to a partial refund as the valet is only PART of what you paid for, however ask for a full refund stating that was a compelling reason for purchase in her case.
State also that you intend to take the matter to the financial ombudsman (which will cost them about £500) or the small claims track in the county court.
I think you have a good chance of sucess.
Put it politely but explain everything that you have in your post, also mention the lack of communication etc.

If you get the money back them perhaps you can pay for someone to do it or do it yourselves and your mum can treat herself to something else.