Warning re 24/7 Home Rescue

Forum2018

I would like to add briefly my voice to the long and sad list of nearly 20 pages of complaints about this company.
24/7 HomeRescue in my own experience is to be AVOID. {text removed by MSE Forum Team}Just look at the link from their website about "why-is-my-boiler-leaking" (sorry - I am not allowed to post a link on my thread as new user!)

Well, if your boiler is spluttering water everywhere and you have a full bucket under it DO NOT CALL 24/7 HOMERESCUE as your boiler is still on and your heaters still warm!
You have to wait until your home is flooded, your boiler drained out completely and possibly switched off by itself when the water leakage will reach the socket where the boiler is plugged in causing your entire electrical system to shut down. ONLY AT THAT POINT YOU MIGHT WANT TO CALL 24/7 HOMERESCUE EMERGENCY NUMBER if you are lucky enough not to have a fire in your own place and then you’ll be too busy to think about your boiler.

mcaidjd2

Boiler broke down was quite relaxed at first as I had cover - or so I thought. I happily paid my £95 excess and was told that there would be a solution only to get an emial through a few days later stating that my boiler was "beyond economic repair" and not covered. The terms and conditions clearly state claims can be upto a maximum of £1000 so I thought I was safe - apparently not.

To add insult to injury, during the service which is included in the contract, the engineer (a different one) said the fix will be below £100. ANd having spoken with a local engineer he agrees. So I feel like I'm being scammed particularly as they have offered me the "opportunity" to pay a further £230 (in addition to my £95) and regular monthly payment to get it fixed.

There are lots of other experiences similar to mine.

Come on 24|7 prove me wrong and fix my boiler please. Ref:WS0191706 Job ID:230007

247homerescue

PhilipV6 wrote: »

Lauren,
I only "took to social media" as 247 did not help me, were extremely rude to me on the phone, mis-sold me a "no excess" fee cover plan, provided an incorrect fault diagnosis, lied to me about it, didn't call me back when you said you would, hung up on me when trying to resolve it, ignored me on email.
Meanwhile my family is cold, I'm stressed out and the company I was trying to trust in was making me feel conned.
Thankfully I took these signs that you were not to be trusted and so I went independently and got fixed for £100 to replace a radiator before we all froze to death. NOT the £599 you said I needed to spend for a "powerflush"

Then after you didn't help me with what I was paying you to be at my side in the event of my heating breaking down you tried to tell me I had to pay £140 to end our relationship.

Absolute JOKE. Do you really wonder why people are "taking to social media" ??????
its the same story over and over and over. AWFUL.

Providing a good, fair and professional service with considerate customer services to people coming to you in crisis situations would help. IMHO 247 is a sham, leaving a trial of misery and lining 247's pockets. It's OK though as you can do all of this at your "own sole discretion"

AVOID.

Hi Philip

I am here to try to help those that feel that their complaint has not been dealt with fairly. We want to provide all customers with a high level of customer service. To hear that the customer service which you received was of a poor standard is not acceptable. I can assure you that we take all claims of this seriously and it will be looked into.

Reghards
24|7 Home Rescue

mpat

Its sad and extremely frustrating to see that in today's day and age, there is a trader out here in UK, who consistently causes bad reviews and unhappy customers.

It looks like the complaints are not resolved in most cases. 247 appear to be determined - in wearing down the complainant with incessant emails and even worse (as demonstrated by someone here) threatening to recover the legal costs. Whats worse is that all the while they filter out the bad reviews on their 'PR partner'.

I must say that they have been successful in their strategy (of finding new customers and keeping the complainants at bay) ! Having been influenced by one of those 'good reviews' I got lured into becoming their customer. And following a dispute, I have now been worn down and being grounded into a (self) submission. I am law abiding, ignorant common man who doesn't know lots of rules and hence doesn't want to be sued back by them or get caught up in the web of county courts and litigations. Too much effort, time, money and common sense at stake - if I decide to continue with my complaint.

I will be doing what a sensible person would do : Cancel my contracts (I have two of them) and take my business elsewhere. Lessons learnt - lots of painful ones. Its just a shame - that I cannot cancel the contract before the next renewal date. Its like being a long bad marriage where you can't get out - Fills me with moderate anger and dismissive disgust whenever I hear their name.

Ian_Dee

Once it was time for 24/7 to delivery on their contractual obligations, {text removed by MSE Forum Team}. There is a serious doubt on the gas safety certificate issued which is being investigated by the regulator. Customer services at 24/7 were not interested.

Philip13

This company are flooding Twitter with their 'satisfied customer' threads. If you are still having a problem with them, then you may wish to comment on one of their threads.

I will certainly be commenting. I hope you will as well.

skid112

First year no issue, I even left a positive review on trust pilot, no I didn't get a month free, second year couldn't arrange a service without the contract being auto renewed due to dates so I gave notice. Cancelled dd thinking that's it.
So then they write a threatening email saying I owe 144 for having a service and giving no cancellation. Provide evidence they back down, but trying to raise a complaint, their process bars public forums, social media comments until the complaint has been looked at by them. I don't believe this is allowed

Oldman

I posted a comment on this forum, in Spetmeber last year. This was to report how poor the engineering standard that 24x7 used. I eventually cancelled the contract as I deemed they were in Breach of Contract for not supplying a fully trained competant engineer, instead of an egocentric person more interested in the time it took to get to the call than servicing my boiler.
I have now received this email:-

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Our records indicate you have cancelled your policy WS0102156 before completing the minimum term. As a result of this you are now subject to a cancellation fee of £144.00 Inc. VAT as highlighted in the terms and conditions of the contract you entered in too;
If you cancel outside the cancellation period and have made an accepted claim or have had an engineer’s attendance (e.g. boiler service) you will be subject to a cancellation fee. The cancellation fee repayable is £120 excluding VAT (£144.00.)
Please respond to this e-mail or call 01254460054 in order to resolve this issue urgently and avoid any further charges.
[FONT=&quot]Regards[/FONT]
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[FONT=&quot]Billing Team[/FONT]
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Bearing in mind the cost of callout for a competant person of over £100, I find this outrageous[FONT=&quot]
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[FONT=&quot]{Text removed by MSE Forum Team}
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Oldman

Well if that dont beat all. After my strongly worded rebuttable to their unsolcited request for money. I received this response:-

[FONT=&quot]Thank you for your response,

We have taken the time to review your account. We can confirm that after doing so there is no cancellation fee present. As a result of this we have cancelled your policy and your balance is £0

We would like to apologise for any inconvenience caused.

Regards

Customer Care Team

Tel: 0345 3192 247

https://www.247homerescue.co.uk

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Still no name, but it appears that the strangely named Billing Team, not sure if thats Mr or Mrs or Miss or MS Team, is now called Customer Care Team. Wonderful company to avoid doing any business with! (sorry for the grammar)

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247homerescue

Dear Hayley

The circumstances of your complaint have been addressed very carefully and examined. A full explanation has been provided to you. I set out for clarity the position:-

1. Your boiler was serviced in accordance with Gas safe Regulations by a qualified and competent engineer. You were provided with the relevant Gas Safe Certificate. At no stage did you raise any issue with the standard of the service or any perceived defect by the engineer.

2. 6 weeks later you made a claim under your agreement. You indicated at this point that it was your view that the engineer who attended at the service caused the defect. You suggested initially that this was deliberate and then changed your mind to state it was negligent. You were advised properly that there was no evidence at all of your assertions and if you were making these allegations corroborative evidence would be required.

At this stage 247 interviewed the relevant engineer who rejected these assertions.

3. You decided to complete the repair yourself and contacted the customer services helpline. You spoke to an adviser and indicated that you had repaired the defect and expected 247 to pay for the repair. The customer service representative indicated that you should send the invoice to the Complaints department who would look into this matter. At no stage were you offered a reimbursement. The person you spoke to does not have the authority to refund any amounts this has to be passed to higher management as it was.

As part of the investigation process the customer service representative was spoken to and clearly rejects any suggestion that she promised a refund. Further the contemporaneous notes of the conversation have been considered and sent to you which do not confirm and indeed conflict with your account.

4. Your complaint was escalated to the legal department and you were spoken to in length by Mr Hakeem Ali. Mr Ali raised the issues as stated above and quite fairly said to you that if you were able to adduce evidence from your engineer to confirm that the defect was caused at the service he would review the position.

I note at this stage you refused to co-operate further and raised the issue of legal representation.

5. I understand you have made a Subject Access Request which will be dealt with by the company. I would reiterate to you as you are alleging impropriety/negligence it is upon you to establish this quite simply if your instructed engineer can confirm to the requisite standard that the 247 engineer was at fault this matter will be reviewed. As stated by Mr Ali if you refuse to or are unable to provide this information the decision of the company stands.

I hope the above is clear for you. Please provide what has been requested and we can resolve this matter.

247 Management