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Warning re 24/7 Home Rescue

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Replies

  • mikep72mikep72 Forumite
    35 posts
    Has anyone actually had their Boiler breakdown repaired without having to pay extra? They have also bumped my monthly payment up to £24 without informing me.
  • 247homerescue247homerescue Organisation Representatives - Private Messages may not be monitored
    128 posts
    BJROSS wrote: »
    I have been totally scammed by this company. Story too long to go into but here is the shortened version, didn't turn up to carry out an annual service; when boiler broke down 2 weeks later they said it was beyond economical repair after an engineer was here for 5 minutes; they haven't returned phone calls; haven't responded to emails. I cancelled the policy and they had a cheek to reissue a mandate to my bank to reinstate the direct debit! My bank has refunded me. Stay well away from them!

    Hi BJROSS

    Could you email me at [email protected] with your reference number so that i can look into this for you.

    Regards
    Lauren 24|7 Home Rescue
    Social Media Advisor

    Verified Company
    We are verified representatives of 247 Homerescue. MSE has given permission for us to post in response to queries about the company so that we can help solve issues. You can see our name on the Verified Companies list. We are not allowed to tout for business at all. If you believe we are, please report it to [email protected] This does NOT imply any form of approval of the company or its products by MSE.
  • edited 14 March 2018 at 9:43PM
    mikep72mikep72 Forumite
    35 posts
    edited 14 March 2018 at 9:43PM
    Thank you for taking the time to write this review. I ask that you e-mail me at [email protected] and we can get this looked into for you.

    Regards 24|7 Home Rescue

    Yes thanks for the short e-mail reply i got yesterday fobbing me off! Waited 2 weeks for that! These are my complaints. Please feel free to explain these little things without fobbing me off!

    1. Failing to rectify the original problem in Feb 2017.
    2. Trying to write my boiler off as irreparable.
    3. Trying to charge for parts that were not needed.
    4. Charging excess twice for the same problem.
    5. Failing to service my boiler since joining in December 2016 as in T&Cs.
    6. Raising my DD payment to £24 and not informing me.
    7. Going 9 days without heating, missing work and house viewings.
    8. Taking 2 weeks to reply to me about my complaint.
    9. Wanting to charge for a cancellation fee because i called an engineer out. (but he didn't fix the problem)

    I really want to leave this disgusting service but can't afford the fee.:mad:
    My original review is below.
  • mikep72mikep72 Forumite
    35 posts
    ]I had no heating for 9 days, called 24/7 Home Rescue out with a £75 excess ( no problem). Took 30 hours for someone to come out and tell me my boiler was broken. He then decided it could be one of 3 problems and then decided for the actuator valve. At one point he said i would need a new boiler.
    After he decided to look at his watch numerous times and use my toilet he left after
    10 minutes. I received a call off 24/7 home serve the next day demanding £110 , even though I pay £24 a month. ( stating look at the small print) intermittent fault etc.. even though I called 24/7 Home Rescue out last year with the same problem and nothing was done.

    Eventually the engineer came out and after looking at his watch and using my toilet again fitted the actuator valve but surprise surprise that wasn't the fault! He now told me I needed
    a new pump!
    I rang 24/ home rescue the next day and was told I would have to pay £190 for the job to be rectified and despite my claims of the engineer was Frank Spencer I was not listened too..
    Today I went on to you tube and watched a video on how to rectify a stuck pump in under 2 mins. I now have a full working central heating system and my plumbing skills are zero.
    I don't appriecate being without heating for 9
    days, losing 2 days off work, being lied too,
    being ignored, losing 2 house viewings.
    After reading trustpilot reviews it looks like they will lose a lot of customers.
    I tried to cancel the policy over the phone but they wanted a cancellation fee because i called an engineer out . Yes the customer service and the initial set up is good but when you need help it's 'look at the small print". And they may come and service your boiler but they certainly won't fix it ! They didn't service mine btw[/QUOTE]
  • edited 25 October 2018 at 9:57AM
    RickbtRickbt Forumite
    2 posts
    edited 25 October 2018 at 9:57AM
    {Text removed by MSE Forum Team} Again, it is a long story but to cut it short, I had a simple igniter fault with a code on boiler to say so.
    1). 3 engineers visited and said different things
    2). 247 charged me £75 (refundable!!!) for the last callout (never refunded)
    3). Boiler apparently beyond ecomic repair as would take 4 hrs labour to change a gas valve (which was not faulty)
    4). Charged £175 to get a BAXI engineer as was told that was my only choice
    5). BAXI engineer changed igniter (£25 spare part) in 30 mins and boiler now fine
    6). 247 changed my policy from £16 to £26 pm without informing me
    7). 247 now charging me £144 to cancel policy
    8). Customer service rude and patronising
    9). Sending a complaint generates a standard reply

    In general, I am paying over £300 a year for the policy and still had to pay £175 to get an igniter changed. Their website quotes unlimited call outs and spare parts but don!!!8217;t even cover a £25 spare part. {Text removed by MSE Forum Team}
  • RickbtRickbt Forumite
    2 posts
    For information, I have a close friend in the BBC who is very interested in this company. I will post further with Info if anyone is prepared to pass their details at a later stage
  • 247homerescue247homerescue Organisation Representatives - Private Messages may not be monitored
    128 posts
    mikep72 wrote: »
    Yes thanks for the short e-mail reply i got yesterday fobbing me off! Waited 2 weeks for that! These are my complaints. Please feel free to explain these little things without fobbing me off!

    1. Failing to rectify the original problem in Feb 2017.
    2. Trying to write my boiler off as irreparable.
    3. Trying to charge for parts that were not needed.
    4. Charging excess twice for the same problem.
    5. Failing to service my boiler since joining in December 2016 as in T&Cs.
    6. Raising my DD payment to £24 and not informing me.
    7. Going 9 days without heating, missing work and house viewings.
    8. Taking 2 weeks to reply to me about my complaint.
    9. Wanting to charge for a cancellation fee because i called an engineer out. (but he didn't fix the problem)

    I really want to leave this disgusting service but can't afford the fee.:mad:
    My original review is below.

    Hi Mike.

    The original fault in 2017 was rectified, it has then reoccurred 12 months later. Had the problem happened again shortly after it first presented itself, you would not have been charged a second excess.

    The direct debit price increased upon renewal which you had been sent an email for.

    In regards to the engineer diagnosing the wrong part, i have passed this information on to relevant department manager to look into.

    If you would like to cancel the policy, i am able to do this without taking the cancellation fee, could you email me to confirm you wish me to go ahead with this.

    Regards
    Lauren 24|7 Home Rescue
    Social Media Advisor

    Verified Company
    We are verified representatives of 247 Homerescue. MSE has given permission for us to post in response to queries about the company so that we can help solve issues. You can see our name on the Verified Companies list. We are not allowed to tout for business at all. If you believe we are, please report it to [email protected] This does NOT imply any form of approval of the company or its products by MSE.
  • 247homerescue247homerescue Organisation Representatives - Private Messages may not be monitored
    128 posts
    Rickbt wrote: »
    I too have been scammed by this company. Again, it is a long story but to cut it short, I had a simple igniter fault with a code on boiler to say so.
    1). 3 engineers visited and said different things
    2). 247 charged me £75 (refundable!!!) for the last callout (never refunded)
    3). Boiler apparently beyond ecomic repair as would take 4 hrs labour to change a gas valve (which was not faulty)
    4). Charged £175 to get a BAXI engineer as was told that was my only choice
    5). BAXI engineer changed igniter (£25 spare part) in 30 mins and boiler now fine
    6). 247 changed my policy from £16 to £26 pm without informing me
    7). 247 now charging me £144 to cancel policy
    8). Customer service rude and patronising
    9). Sending a complaint generates a standard reply

    In general, I am paying over £300 a year for the policy and still had to pay £175 to get an igniter changed. Their website quotes unlimited call outs and spare parts but don!!!8217;t even cover a £25 spare part. Please, please avoid this company. It is a total scam

    Good morning Rick

    Could you please let me know your reference number so that i can look into your account and the complaint which you have raised.

    Regards
    Lauren 24|7 Home Rescue
    Social Media Advisor

    Verified Company
    We are verified representatives of 247 Homerescue. MSE has given permission for us to post in response to queries about the company so that we can help solve issues. You can see our name on the Verified Companies list. We are not allowed to tout for business at all. If you believe we are, please report it to [email protected] This does NOT imply any form of approval of the company or its products by MSE.
  • mikep72mikep72 Forumite
    35 posts
    Hi Mike.

    The original fault in 2017 was rectified, it has then reoccurred 12 months later. Had the problem happened again shortly after it first presented itself, you would not have been charged a second excess.

    The direct debit price increased upon renewal which you had been sent an email for.

    In regards to the engineer diagnosing the wrong part, i have passed this information on to relevant department manager to look into.

    If you would like to cancel the policy, i am able to do this without taking the cancellation fee, could you email me to confirm you wish me to go ahead with this.

    Regards
    Lauren 24|7 Home Rescue

    Sorry Lauren but the original fault was not rectified. No work was carried out please check your records. I have searched my emails and cannot find one stating a price rise. And yes i will be cancelling my policy and please make sure you try not to take any more money out as i have read this is common practice for yourselves judging by previous reviews.
  • mikep72mikep72 Forumite
    35 posts
    Rickbt wrote: »
    For information, I have a close friend in the BBC who is very interested in this company. I will post further with Info if anyone is prepared to pass their details at a later stage

    Yes please. :T
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