Warning re 24/7 Home Rescue

mpat

I feel my complaint has been misdealt with, unprofessionally (and not surprisingly). 247 has failed to refund me the money that I spent as an emergency, to repair my boiler, via a local engineer. On top of that, last week they direct-debited some money from my bank. This is despite the fact that I had been confirmed to have free service until August (a separate overcharging issue that they accepted and compensated me with few free months). They are taking a biscuit now. There is only so much disdain someone can take !

To recover that money, I am now thinking of taking this at a next level up.

* Would the small claims court be the next step ?
* Can anyone who's done it, PM me please ?
* Can someone confirm if the moneyclaims.service.gov.uk is where I begin the process ?

Regards

WhoIsThat

mpat wrote: »

...

To recover that money, I am now thinking of taking this at a next level up.

* Would the small claims court be the next step ?
* Can anyone who's done it, PM me please ?
* Can someone confirm if the moneyclaims.service.gov.uk is where I begin the process ?

Regards

What do you wish to know about the small claims process?
Why do you want me to PM you?
If you are find thing the straightforward instructions on the URL you provide too taxing, I suggest you seek independent legal advice.
(Note: you cannot normally recover the cost of legal advice/representation in a small claims court action, as it is designed to be really simple and starightforward for 99.9% of people to follow and so act without legal support, but of you are falling into that 0.1% that is struggling, then legal advice is certainly the way forward as you could end up losing £1000's)

247homerescue

Dear mpat

As you had instructed an independent engineer to attend to the fault you were aware that this was not covered under the terms and conditions of your agreement which means that we are not be liable for any costs as you did this at your own discretion.

With reference to the payment we believe that this was refunded to you and the matter had been closed.

Should you wish to have this clarified again then please do not hesitate to contact us at socialmedia@247homerescue.co.uk

Regards

Lauren 24/7 Home Rescue

mpat

Hi Lauren,

Yes. I just called your helpdesk and you are right, the direct-debited money should be on its way to my bank account.

The original issue of recovering my engineer's money - I do not wish to comment on that anymore. Not to you guys anyways. All I can say is that Its all down to the contract - its wording and the mismatch of the interpretations on both sides. There is no point in raising it again, not here of all the places. And since your admin had already closed my complaint stating the reasons that I do not agree with, I now need to look outside the realms of your processes.

Thanks for your comment.

WhoIsThat

mpat wrote: »

Very condescending reply WhoIsThat !

Places like this forum are where people come for advice/share experiences. Sometimes, some people like me, do not have enough time to go through pages of websites. Sometimes we are just looking for a helpful push - neither of which you are capable of, in this case.
I apologise if you thought that I would asking for your seemingly precious time. I wasn't aware that my post would make you think that way, Sir.

Still...I take your points. Thanks.

It wasn't intended to be condescending in any way.
It was in fact supposed tro be the "helpful push" you were seeking.
It is such a shame you appear to have chosen to reject the words of wisdom I tried to impart to you.:(

As you say, "Places like this forum are where people come for advice/share experiences."
I am happy to share such experience, but for all to see, not in private conversation with you alone. That way, it may help the many rather than the [STRIKE]few[/STRIKE] one.

You were right about my time being precious though. I'm happy to help any genuine MSE'er here. {text removed by MSE Forum Team}

Bat71

Hi mpat

I am in the same position as you and happy if you agree to put our heads together to formulate a case, see if it is worthwhile.

In my opinion the fact that 247 absolves any responsibly at all to fulfil a claim through one particular line in their contract makes it worthless and potentially anyone who signed up could take issue with that, particularly when contrasted against the claims at the point of sale.

Am happy for you to pm me and then maybe we can share the results with the forum once things have progressed. :beer:

Cheers

Bat71

Also, if anyone else is in the same position please feel free to free to chip in, it is a daunting process however some solidarity might make things a bit easier.

Bat71

Also WhoIsThat, it's no secret that 247 monitor this forum closely which is why some people prefer to do things offline

JohnD1957

I had a phone call from them about my boiler service, I was paying £11.60 and got cover for boiler, rads zero excess and it included a free service, the lady said service due if I pay £60 they will reduce my monthly payment to £4.95 which seemed ok at the time so agreed to pay the £60 and book a service. What I was not told about was the £4.95 meant I lost radiator cover and I was getting a £95 excess, in fact paying for the service has actually added an extra £8.20 to the cost. Personally feel conned, I raised a case with them that they refuse to answer my questions, personally have lost all trust in this company and now have to decide what to do, The service is due next week which I paid £60 for but really want to cancel my policy now and not sure how to go about it? I have only had the contract for around 3 months but everything I read, including the trust pilot reviews that your paid to give good reviews, other people experiences and the amount of emails and calls I get about free deals that cost you.

ianjhill69

I've just written this one star review of 24/7 and happy to add it to this discussion. Disgraceful company:

{text removed by MSE Forum Team} company
I believe this company is deliberately set up as a {Text removed by MSE Forum Team}.

Firstly, they offer new customers one month free in return for a 5 star review on trust pilot. Therefore a number of the glowing reviews on here are false.

Secondly, they operate a 'beyond economic repair' policy that is based on the depreciation value of your boiler. Basically, any boiler over 6 years in age will be deemed to be beyond economic repair if a fault occurs; this means that you should only use this service if you boiler is new (and therefore unlikely to need repair)

Thirdly, the 'engineer' that diagnosed my boiler was clueless. He didn't even know what an immersion heater was. He incorrectly diagnosed my boiler as the gas valve being broken when it was in fact the control panel. I have since had the boiler repaired by the manufacturer for 300. This was 100 less than the estimate provided by 24/7 for the gas valve (which was incorrect anyway).

For me it's a lesson in life. Go with someone more reputable. It may cost a few more pounds a month but it's worth it. Go with a company that will actually fix your boiler (I'm now covered for repairs up to 1500 in value). {Text removed by MSE Forum Team}

If you think I am one disgruntled customer, try googling '24/7 home rescue scam' and you will see that there are many others...