Warning re 24/7 Home Rescue

247homerescue

Dear scd3scd4

All our Trust Pilot reviews are verified so there is no scam involved. People submit their reviews based on there experiences, we can neither amend nor can we prompt their reviews. Its all within the guidelines of the terms and conditions with Trust Pilot.

Hope this helps

Regards

Lauren 24/7 HomeRescue

Clarks3

Sorry to read about others' similar problems with 24/7 Home Rescue, but they are only interested in taking your monthly direct debit from you. My boiler broke down and when the engineer visited he said he needed to order me a thermostat. 24/7 then phoned saying the thermostat was not covered so would cost £110 to repair....It was deemed not an integral part of my boiler system....and if I did not want the thermostat repairing and just my boiler to work manually, that would cost £75! So please, have more sense than me and DO NOT TAKE OUT A BOILER REPAIR CONTRACT WITH 24/7 HOME RESCUE.

I would have written to 24/7 Home Rescue via their complaints procedure, but to do this I must first of all agree NOT to post any reviews on review sites, forums, social media, etc....but as you can see, I have already done this. So, blocked from complaining directly to 24/7 Home rescue, I have taken this route.
An engineer came to my house to repair my boiler, but left saying he had had to order a part and would return when it arrived. The next day however, 24/7 phoned to say that this part; a thermostat was not covered by my policy. My questions to 24/7 Home Rescue are:
1. WHY DID THE ENGINEER NOT TELL ME THIS WHILE HE WAS IN MY HOUSE? If he had told me that I would have to pay £110 for a new thermostat I would have asked him to repair my boiler without the thermostat and would have avoided the £75 call out charge demanded for his second visit.
2. IF THE ENGINEER DID NOT KNOW I WOULD HAVE TO PAY FOR THIS PART, THEN HOW COULD I?? Either that or he deliberately withheld this information from me to gain this call-out fee from me.
3. HOW CAN A THERMOSTAT NOT BE AN INTEGRAL PART OF A CENTRAL HEATING SYSTEM? Look up any diagram of a central heating system, and it will include one. When I put this to the customer service advisor I spoke to; quoting from my contract what the cover excluded, his response was simply that this list was not exhaustive!
4.HOW CAN YOU ETHICALLY JUSTIFY YOUR COMPLAINTS PROCEDURE? Only dealing with my, and others, complaints if we agree not to publish reviews on social media both attempts to manipulate myself and future customers by giving a false rating on, for example, trust pilot.
Looking forward to 24/7's public response.

247homerescue

Dear Clarks3

Thank you for your review

I have made a note of all the points you have highlighted, please can you submit these details via our complaints procedure on the following link: https://complaints.247homerescue.co.uk

I will also be more than happy to engage with you on socialmedia@247homerescue.co.uk so that I am able to assess what you have stated to conclude a decision.

Regards

Lauren @247 Home Rescue

247homerescue

Dear scd3scd4

Once again we confirm that no reviews are prompted in anyway. These reviews are left by our customers based on their true experiences and verified by Trust Pilot. Trust Pilot are a professional platform that are used by a lot of other companies and very successful in what they do.

In light of your comment regarding not letting people express their views on social media, everyone is entitled to their opinion.

Thank you

Lauren 24/7 HomeRescue

vindaloo

247homerescue wrote: »

Dear Vindaloo

As per your conversation with Bradley in our complaints department on the 20/04, you were made aware that the contract has been cancelled and I can confirm that the cancellation fee has been waived for you.

Hope this helps

Regards

Lauren 24/7 Home Rescue

Thanks, I have received a confirmation email to inform me I owe no more money. On a side note I have had a local plumber look at my boiler and he has stated that the boiler has no faults.

MikeB47

I am having the same problem with '24 7' - took out cover with them in March last year...all seemed okay then boiler broke down in August. Contacted them...yes we will get someone out but it will cost you £60! I asked why as the policy states free visits...it is because your boiler is old! I paid as i had no other alternative as boiler serves heating and hot water.
In September I decided to get a new boiler, which i did, and wrote to 24 7 to cancel my cover....I received no acknowledgement and because no monies were taken from my bank account - I ensured this by cancelling my DD - I assumed all was well and that they had cancelled my cover agreement. How wrong can one be - in March this year I noticed a DD had been taken by 24 7 - again I immediately cancelled it and emailed 24 7 to ask what the hell was going on and I expect a refund of the money deducted. No chance - have had 2 very curt telephone calls demanding I reinstate the DD. I stated that I had not authorised the payment as I no longer have any cover with them, thus they have deducted monies without any legal authority - the next day i get an email...your cover has been agreed!!! Oh no it hasn't! Again exchange of very curt telephone calls.
I have since submitted a complaint {text removed by MSE Forum Team} - in response I got a short email stating: 'I have reviewed the account and I decline your refund. I further note that failure to complete your payments will lead to a cancellation fee of £144.00 as highlighted in your contract terms.' What the writer has failed to understand is..I HAVE NO AGREEMENT with them..it was cancelled last August. Furthermore, no explanation as to why they rejected my appeal or how they have arrived at their decision.... anyone can respond by saying, yeah, we looked at it, but don't agree...little bit like the school playground banter.
Today, yet another phone call - which i did not answer as was on another call, but this company have zero customer service, zero empathy with the customer and to me are purely in it to take one's cash....{text removed by MSE Forum Team}. Even the engineer they sent round is fed up with them and is removing his name from their list because within the industry they have a truly bad reputation.
{text removed by MSE Forum Team}

247homerescue

Dear MikeB47

Thank you for your review. In order to ensure this matter is dealt with promptly and the areas of your complaints are investigated, please would you be kind enough to contact me via email at socialmedia@247homerescue.co.uk

Regards

Lauren 24/7 Home Rescue

Clarks3

{Text removed by MSE Forum Team}

They recently assessed my boiler thermostat as needing replacing.......something that they said was not covered by my boiler service agreement and would therefore cost £110.......when all it needed was 2 AA batteries!!!!!!!128544;

247homerescue

Dear Clarks3

Thank you for your review. In order to ensure this matter is dealt with promptly and the areas of your complaints are investigated, please would you be kind enough to contact me via email at socialmedia@247homerescue.co.uk

Regards

Lauren 24/7 Home Rescue

247homerescue

Dear 247homescamster

Parts and labour included means parts and labour included and no excess means no excess. However at 247 Home Rescue each plan has its own terms and conditions and cover is set by the plan that you sign up for.

I hope this clarifies and answers your query.

Regards

Lauren
247 Home Rescue