Warning re 24/7 Home Rescue

Turab

Please! Please do not use this company and I promise you will regret. They call themself 24 7 but they won't come when your boiler breaks down and when you need them. My boiler became faulty and when I called them had to wait 30 min to get to them. When I did, I am told that they won't cover as the boiler is not completely broke down even thogh the boiler has a fault, it stops working and I have to press the reset button every hour. Eventually within few weeks the boiler completely broke down. I called them and explained that I have small children in the house, what was supposed to be a high priorty call, I am told that they have no appointment in the next 3 days! We have a baby in the house and have no heating or hot water. Awaiting engineer to visit now. When I took the policy out, the engineer turned up for a initial visit and service but he could not be bothered to open the boiler to actually do the service. He looked at it and said its all fine and went on his way within minutes. I am hoping someone will turn up and fix the issue.

Shakat83

Big scammers, don't trust them or their so called engineer. They will tell you that you need a new boiler when in reality your boiler may only need a cheap part. One of their engineers told me that I needed a new boiler and offered to do it for £2000 pounds. Turns out that after a second opinion I only needed a new part price £80. 24/7 home resue please be warned DO NOT USE.
Please read the feedback on twitter says it all.
Report to watchdog and trading standards.

FedUpOfPoorService

Initially I was delighted to be with 247 home rescue. Upon signing up with them I asked if the annual boiler service could be conducted straight away, which they duly obliged. The problem however arose last week when the fan in my 2012 Worcester Bosch died. Having been initially reported to 247 on Thursday morning an engineer was with me to inspect it later that day however, he identified the fault and reported back to 247. Soon after I was contacted by 247 to say that the fault was outside of the costing boundaries of my policy, when I queried this I was told that it was over 60%, despite 60% of what never being defined, this is despite on my service contract it states that 'Boiler Breakdown' is part of my agreement. I was then told that due to the expense they would 'do me a favour' and call out Worcester Bosch to look at the problem but that this would cost me an additional £210. As I have a young family, a 10 month old and a 2 year old, my hands were tied and I needed a solution, naturally I trusted the advice I was being given. This was on Thursday, Worcester turned up this morning, Monday, having left us without heat and hot water for 4 days in February. The Worcester engineer was somewhat perplexed when he told me the problem and stated the part was only £160 plus VAT and that any gas safe engineer could have fitted it. I have since spent 20+ minutes on hold to 247 to query this but typically no one can help me and all I can do is email a complaint over. Having now dug a little deeper into 247, simple google search or via social media, it seems this is common place, they're happy to take your money but beware nothing is actually covered when you have an issue, everything is an extra charge!

On the terms and conditions section, 3. WHAT IS COVERED, it states:
'In the event of an emergency occurring in your home, at our absolute sole discretion, we will:-
c) Organise and pay the cost of providing emergency assistance, excluding any excess and up to the claims limit, including VAT, subject to the terms and conditions of your service agreement.
d) Endeavour to effect any emergency repair
as quickly as possible

Clearly this has not been the case on either point above. It also states in section 9. CLAIM LIMIT that 'There is no claims value limit as long as your boiler is not Beyond Economical Repair (BER).' I'd argue £160 + VAT and 30 minutes to fit should not be Beyond Economical Repair on a 5 year old Worcester Bosch boiler.

Since raising my complaint they have stated that the repair to the boiler has been confirmed as being outside of the BER value, for the one part a 30 mins labour to fit. Pointless policy cover.

247homerescue

Chef2018 wrote: »

I would not recommend this company at all.
They will not entertain any claims if you do not report the fault within 24 hours. This is hidden away in their terms and conditions.

Do not sign up with this company. You are much better off going with a reputable company like British Gas or Homeserve.

Thank you for your review.

As per our terms and conditions, emergency assistance can be arranged if a claim is logged within 24 hours of the event occurring.

Please refer to page 13 Section

You must telephone our helpline within 24 hours of the emergency occurring or within 24 hours of becoming aware of the emergency and provide details of the assistance you require. All requests for emergency assistance must be made through the helpline. Do not make any arrangements yourself without prior authorization from the helpline. If you do, we will not reimburse any costs you may incur. Please note failure to notify us of the emergency within 24 hours could invalidate your claim or incur an excess payment. Failure to report a claim within 24 hours will be deemed not to be an emergency.

You were offered a Pay on Use option to assist you further. At this juncture you have declined this offer. If you change your mind please contact the claims line and they will facilitate this for you.

Regards 24|7 Home Rescue

ddaddy

I find it hilarious that you reply to the 1 post you can actually find a clause to prove you are in the right. I've yet to find anyone that has had a repair take place covered under their policy.
Shame on you!

247homerescue wrote: »

Thank you for your review.

As per our terms and conditions, emergency assistance can be arranged if a claim is logged within 24 hours of the event occurring.

Please refer to page 13 Section

You must telephone our helpline within 24 hours of the emergency occurring or within 24 hours of becoming aware of the emergency and provide details of the assistance you require. All requests for emergency assistance must be made through the helpline. Do not make any arrangements yourself without prior authorization from the helpline. If you do, we will not reimburse any costs you may incur. Please note failure to notify us of the emergency within 24 hours could invalidate your claim or incur an excess payment. Failure to report a claim within 24 hours will be deemed not to be an emergency.

You were offered a Pay on Use option to assist you further. At this juncture you have declined this offer. If you change your mind please contact the claims line and they will facilitate this for you.

Regards 24|7 Home Rescue

247homerescue

Seatpin wrote: »

I would agree, this is my case.

I took out boiler & heating cover with 247Homerescue on the 21st January and thought I was covered, then on the 10th February 3 weeks into my contract I had to ring them as my heating pump stopped working and they agreed to send an engineer out after I paid the £95 excess.

The engineer called on the 13th and confirmed I needed a new pump and that he would send a report back to 247 asking them to order the parts which he did but the 247 claims department rang about 1hr after he left saying I wasn’t covered!

I asked why and they said I hadn’t had my policy long enough although they say your covered as soon as you take out cover with a 14-day cooling off period and I was 21 days into my cover when I first rang with the fault!

When I pointed this out they then said I wasn’t covered as it was an existing problem, I asked how they come to that conclusion and they couldn’t give me an answer I asked to speak to a manger but they said none were available, I insisted one call me back they said they would get someone to ring back in a couple of hours but no one did.

I rang the next day as they still didn’t call me back, I was then told the policy was for a manger to call back within 24-48hrs and that someone will call me by then, I waited another 2 day/72hrs and rang them back, they then said my policy had been cancelled and I need to write/email a formal complaint and follow their complaints process.

I have done that and they have still not given me an answer/explanation as to why I am not covered for this fault they just replied stating refer to your terms and conditions.

I have read the terms and conditions and the only reason/exclusion I can see is under general exclusions which states they will not cover existing problems known to you the customer when you took the cover out or incidents which occur within the waiting period.

I replied confirming my heating was working 3 weeks ago when I took out the cover and that I am well inside the waiting period, I asked again for them to confirm why I am not covered and to explain how they have come to this conclusion/what evidence do they have to backup their decision and they haven’t answered!

It’s clear to me they are just trying to get out of the cost of the repair, I have asked for my excess back but they have refused saying I agreed to pay the excess, yes but they should honour their part of the contract and complete the repair, I stated I thought the pump had gone when I rang and they said this is covered under my policy and that they would send the engineer out for £95, why take my £95 if you were never going to cover this fault?

I have asked for my £95 back plus my first direct debit payment but they have declined, I am now left with no heating having to get independent quotes at about £250, I will have to get the pump done as it’s freezing but I shall be going through the small claims court to try I get my money back.

If you google this customer you will find many customers with similar complaints, be warned to touch 247Homerescure!

Thank you for your review.

Having reviewed your account i can see that the engineer has stated that the problem with your boiler is a maintenance issue and also is pre-existing.

As an engineer attended your property i am afraid you are not entitled to claim back your mandatory excess of £95.

Regards 24|7 Home Rescue

247homerescue

Turab wrote: »

Please! Please do not use this company and I promise you will regret. They call themself 24 7 but they won't come when your boiler breaks down and when you need them. My boiler became faulty and when I called them had to wait 30 min to get to them. When I did, I am told that they won't cover as the boiler is not completely broke down even thogh the boiler has a fault, it stops working and I have to press the reset button every hour. Eventually within few weeks the boiler completely broke down. I called them and explained that I have small children in the house, what was supposed to be a high priorty call, I am told that they have no appointment in the next 3 days! We have a baby in the house and have no heating or hot water. Awaiting engineer to visit now. When I took the policy out, the engineer turned up for a initial visit and service but he could not be bothered to open the boiler to actually do the service. He looked at it and said its all fine and went on his way within minutes. I am hoping someone will turn up and fix the issue.

Thank you for your review.

We would like to apologise for the inconvenience caused thus far. Sometimes we are unable to source an engineer to attend straight away and unfortunately on this occasion we was not able to deploy an engineer until today.

Regards 24|7 Home Rescue

Poppy_Green

Following the reply from 24/7 after my initial complaint, I contacted "laurenh@247homerescue.co.uk" to report the harassment I was getting from 24/7 and repeated direct debt that was set up on my account. Here is the reply I received and there was no reference to my complaint about my boiler total breakdown. " I have reviewed your account and can see that you have not made 12 months worth of payments which is why you are getting the calls and the direct debit being re-set up. Your contract is a 12 month policy which is why you need to make the remaining 3 payments."
It is useless replying or contacting "laurenh@247homerescue.co.uk" because it waste of time and you will only get reply from the same complaint team who have dealt with you. If the harassment and threatening behaviour continue I will involve the police and MP. I am logging every calls from 24/7. {Text removed by MSE Forum Team} I will be contacting RIP-OFF BRITAIN and WATCHDOG. Also TRADING STANDARD.

JuneG

I had a very similar experience with them. Several call outs at £75, their engineer replaced a part with a 2nd hand part; and finally the whole thing was fixed by an independent engineer within an hour for £100. They deemed my system beyond economical repair, which it certainly is not. I have paid them hundreds of pounds for absolutely nothing. (text removed by Forum team)... and I would highly recommend everyone to stay well clear of this company.

JuneG

Exactly the same they told me - (text removed by Forum team)