So annoyed wih ''SafeGuard'' arranged by PayPlan

Want_to_be_free

Money is tight.
If boiler breaks down, or heating doesnt work - I am doomed!
So took SafeGuard policy becauce PayPlan recomended them. Such a mistake !!! I wish I have never got into contractual agreement with them.

A pipe indoors burst, by itself/ no accident, I am told it was not emergency so I couldn't claim. Water was up to my ankle at that stage and had to call a plumber.

It supposed to be an annual service to the boiler - when I called to arrange this, I was told that an engineer will contact me. No one contacted me for two months. In the end I called back and asked why. Reply was they didn't have any records for my request.

Anyway after this news, I was told that some one will call and make an arrangement for the boiler check. Yes some one did call and gave me a date for 6 weeks later. On the particular day, I took time off from work, all day I waited, around 4.30 pm, I received a call saying engineer cannot come.

We arranged another date. This time no engineer and no telephone call.

Few days afterwards, I received a call while I was at work , apparently from the engineer demanding me to be at home - in the end he rudely said' he wouldnt care about coming or not ''

Obviously I complained, I was told someone would call me to make an arrangement. Again some one called , this time we were quite close to Xmas so I was told , they will contact me after New Year to arrange the boiler service.

We are in March, no one called!!
And today my boiler packed up, I called them again , Safe guard lady said, I haven't contacted them over a year? At that point I lost my cool. How many times do I have to call and each time to be told the same. And worst, now my boiler is not working, they cannot send anyone for service because for service boiler needs to be in working order.

I am boiling with anger over my heating system !!!
I have friends coming tonight.
The house is 2 Celsius, I am freezing!!!!

I wish I never bought SAFEGUARD , because they are only guarding their selves , they now how to take my money every month but not giving any service when it comes to it !!!

I wish I was with British Gas !!!!

I am so stuck, don't know what to do right now except naming and shaming SAFEGURD for treating me so badly so far....

battleborn

That is really bad service, i will certainly not be recommending safe crap to anyone.

Are you able to borrow some convector heaters for your night?

Want_to_be_free

Today is monday, still no engineer...Even though we made several calls during weekend ....

This truely sucks, I started feeling ill...
I am sooo angry, I want to cancel my agreement and want my money back...But what can you do against these big organsations, nothing- unless everyone complains, otherwise they will not listen, or care !!!

ILW

Been with British Gas for years, honestly cannot fault them yet.

mumonashoestring

Who is the underwriter for the policy? It's likely to be underwritten by a large insurer eg. Norwich Union, and it would be worth addressing your complaint to them making it clear that you haven't received a satisfactory response to your communications with SafeGuard.

Want_to_be_free

battleborn wrote: »

That is really bad service, i will certainly not be recommending safe crap to anyone.

Are you able to borrow some convector heaters for your night?

Hello Battleborn, thank you for your comment.
My friend bought one for me from Tesco after seing how upset I was. Obviously I will pay him back when I get paid this week.
Today is day 5, still no resolution although I was promised by Safeguard yesterday.

Want_to_be_free

mumonashoestring wrote: »

Who is the underwriter for the policy? It's likely to be underwritten by a large insurer eg. Norwich Union, and it would be worth addressing your complaint to them making it clear that you haven't received a satisfactory response to your communications with SafeGuard.

Good morning Mumonashoestring

After your comment I found out that the policy is with Legal&General although my agreement is with Safeguard.
I sent a complaint email both L&G and SafeGuard, and received replied from them within 30 min of sending the email. Both was telling me they will reply back to my complaint within 28 days. Although this is ok, it doesnt resolve my issue that I am facing today. I am really trying to be calm and not to shout anyone on the phone because I am sure that would be used against me.

I am soooooo angry and cannot help it.:mad:

Want_to_be_free

Update from day 4 ( yesterday )

After several phone calls to Safeguard and insurance company , we were told by insurance company that the job was taking off them on Monday morning this they never called me back in the morning as they supposed to.

Contridiction to Safeguard, as they earlier said the engineer company called us in the morning but couldnt reach us. Obviously I disputed to their comment at the time of this discussion as I am walking everywhere with my mobile on my hand.

My 4th call of the day to safeguard resulted another call with their engineering department where I talked to Mike. Mike was still singing the same song, we called you on Friday / He had no clue all the other stuff was going on at the background. At this stage my friend who was with me picked up to phone and stated that the mood was very low in my household after days of not having heating during the coldest time of the year and not being able to wash was on top of the insult.

Anyway, I was promised by Mike that some one would call within 2 hours. This was around 4.35 pm yesterday. Well , funny enough ''No one called''

I checked my contract, it refers to my situation as emergency and they offer one night hotel stay up to £250... We were never not even once offered this option. I am going to ask for it today. I am dirty and need a shower and fed up wearing jumpers and gloves in my home.

I am going to call them again today to see what is their excuse this time.

Fire_Fox

Invoke the formal complaints procedure, write a letter of complaint.