Warning re 24/7 Home Rescue

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 {personal details removed by MSE Forum Team} (247 team) about what was happening with my complaint. After checking {personal details removed by MSE Forum Team} (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

DO NOT SIGN UP WITH THIS COMPANY
I arranged a boiler service after signing up and paying £60,
they didn’t 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 haven’t so lied again. ( BIG MISTAKE using this company)

FredTheBaddie

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

It seems USwitch has now removed them from their offerings and MoneySupermarket notes 'they are not an insurance product'

woodie42

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? {Text removed by MSE Forum Team} 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!

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

mgo

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

{Text removed by MSE Forum Team} 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!
{Text removed by MSE Forum Team}

JudgeDredd

Add me to the growing list of people who have been {Text removed by MSE Forum Team} 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 ‘Authorisation’ 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 - {Text removed by MSE Forum Team}go for British Gas - if it looks too good to be true it normally is!

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!!!