Warning re 24/7 Home Rescue

247homerescue

Dear 247homescamster

Please revert to the terms and conditions of your plan. We have provided enough information on there that will answer your query.

Thank you

Lauren 247 Home Rescue

Doggysoft

Has anyone had any success with small claims courts? I've had the same palaver as everyone above. I was charged £75 for one call out because I'd 'waited 24 hours before reporting it', and another call out I was charged £75 for a call out because the electrician could not find the cause of the intermittent fault and therefore 'had nothing to fix'. He put it down to the fusebox needing to be 'reset' and therefore classed as 'home maintenance and something I should know how to do'.


The best part is that when I rang 24/7 to question them on the original call by myself, I asked them if in the notes 'Had I mentioned that I had tried resetting the fuseboard and that it would not, as it kept tripping'; she said 'yes' and passed me to a manager who would not answer my call and instead chose to email me a rejection of my complaint.


Both call outs were 'covered' by the Home Emergency policy with 'No excess' etc

247homerescue

Dear Doggysoft

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 PhilipV6

If you would like to discuss your points further you can contact me on socialmedia@247homerescue.co.uk. I am more than happy to run through the terms and conditions and the security payments with you in detail.

Regards

Lauren 24/7 Home Rescue

bina_kumari

I have had a terrible experience with this company.. I joined this company over year ago.. I decided to use them first time couple of months ago..during the cold weather hot water and heating stopped working. I called them out and told me I had to pay £75 that will be refunded after the engineer expects the fault..just in case parts are needed..etc.. I argued with them that I joined this company up to prevent additional charges...they agreed to charge me £35 refundable..how ever I agreed out of desperation as I am disabled.. when engineer arrived he said nothing was wrong and pipes had been frozen he just told me to put hot water on there and it will work..and it did..after this I been trying to get my additional £35 refunded..after months and 4 calls to them the response I got was that I will not be refunded cause there wasn't a issue the engineer could of fixed and therefore I lost that money...I asked what was the money used for and they said a call out charge...omg I was horrified I pay for unlimited call outs with no excess charges...What on earth is going on..they keep you on hold for hours at a time and they refused to listen to me further and said they will terminate my call...I am so upset...still can't understand why they charged me £35 For!!!!:

NewbieLandlord

I hate to admit it but we've fallen prey to this company too.

We are new, novice landlords - our first tenant moves in today - and, having looked around, we decided to use 24/7 Home Rescue for our boiler services and gas safety checks. I rang up to book an appointment for the boiler to be services and the gas safety checks to be carried out, to be told that, as we'd only just taken the policy out, we would have to pay a value up front but that would then reduce our monthly payment. Fair enough, I thought. After much palaver and loads of calls, I managed to get the service visit booked for Wednesday 30th. Our tenant would be at the property so he offered to let the engineer in, etc. Within an hour of the service visit, I got a call from the company to say he'd been, the service had been carried out and the engineer noted that, as our boiler was over 10 years old (it's 13 years old) then it wasn't worth anything and they could do me a deal on a new boiler. The lady then proceeded to inform me how the value reduces each year, before I politely informed her I was well-aware of how depreciation in all its forms works as I was an accountant. Following this visit, there was no hot water to be had whatsoever, although it had worked perfectly well before their visit, coincidence? Contacted 24/7 to be told they'd send an engineer out the following day. He turned up and "worked" on the boiler for over an hour to inform us that it was the gas valve that had failed and he'd reported it back to his office, could I chase up to get it put on the job list for the next day? After 20+ minutes on hold, I was informed that the issue had been referred to their claims department who had gone home for the day! This morning, having been on hold for almost 20 minutes again, I find out that the claims department had denied our claim on the basis that we'd not had a policy very long with them. I pointed out that the boiler had worked before their "engineer" had been to be told then that the service they do isn't a service as most of us would thing, they don't actually touch anything within the boiler, they just visually inspect it and therefore they could not have possible have done anything that would have made in not work!
Anyway, after loosing it big time with them, I've told them to cancel the policy and we're cancelling our direct debit. We've lost £50+ to them but worse now is I have to get an emergency plumber in to rectify the damage at £125 per hour plus VAT plus parts. Has anyone successfully recouped costs incurred having to rectify this company's incompetence?

247homerescue

Dear Newbie Landlord

Thank you for your review.

We apologise for the issues so far. We value your feedback and your report of difficulties in your engagement with us is a serious concern.

Please can you kindly liaise with me at socialmedia@247homerescue.co.uk so that we can engage in this matter further.

Regards

Lauren 24/7 Home Rescue

247homerescue

Dear Bina Kumari

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

Bat71

Have also been burnt by this company.

It struck me that if enough people in our situation submitted individual small claims then it might be a way to hit them where it hurts, not necessarily financially but for the act of multiple claims on their reputation.

Would like to coordinate something along these lines, but no idea how

Has anyone successfully won a small claim and if so can you share how it was done?

I am aware that the T&Cs are sufficiently ambiguous seems to cover everything and also complicated, so framing a claim without looking like you just did not pay enough attention to these is quite tricky.

If we could put together some sort of standard claim wording that specifically addressed the company's tactics then it might be easier for a lot of people to take action.

Bat71

Can I ask what your complaints were or how you phrased the claim.

In my case I feel like they have charged me money (£100's) that I wasn't expecting from an 'insurer' but it could be argued that these extra costs were hidden away in the T&Cs