Warning re 24/7 Home Rescue

PhylPho

Published 21 hours ago -- according to TrustPilot -- on its 24/7 review section:

"I have given 5 stars but all I have done is gone online and filled in a form. I can give a better response when I have actually used the service."

The 24/7 'representative' on here has already unequivocally stated that the company does not seek to elicit favourable reviews in return for a 'free month' (or two) of contract (not: free service or free call-out).

Quite what 'form' the TrustPilot poster of 21 hours ago actually filled in isn't clear. Given 24/7s steadfast denial that it has ever sought to induce its customers into providing favourable reviews -- which of course, it shouldn't: following the installation of new leadership at the UK's Competition & Markets Authority, the CMA really will hit hard any outfit which behaves in such fashion -- one can only conclude that the poster has "filled in a form" that was merely a TrustPilot review box.

Whatever the nature of the 'form' though, this company does seem to attract a remarkable volume of TrustPilot 5* feedback NOT for its calibre of service but for either (a) its nice website or (b) its easy online sign-up process. In fact: so skewed is that feedback towards the utter irrelevance of 'nice website' and 'easy sign-up' that once that type of comment is excluded, the emergent picture of customer experience is radically different.

To be fair though, as one should always be, it might be that 24/7 has a very nice phone number, a configuration of digits so aesthetically appealing that a 5* review of that number alone is entirely justified. And perhaps such a review may well appear in the future.

What isn't appearing in the majority of reviews on TrustPilot are comments relevant to actual user experience of the 24/7 service provided, in much the same way that what isn't appearing in the majority of comments on this MSE thread are comments about how it's such a nice website and such nice people to ring / sign up with.

The difference is worthy of a pause for thought.

As to what 24/7 can actually do to provide a convincing affirmation of its integrity and performance, the task is in many ways much easier than its resort to a pre-written script which gets churned out on here by its 'representatives' with the occasional extra word interpolated to make it seem like a bespoke rather than robotic response.

All 24/7 needs to do is come on here is provide a response to each and every one of the many complaints aired in the following hypothetical example:

Thread post #128, poster ID JSmith-Brown-White: complaint resolved

and to repeat that confirmation in respect of all such posts and posters.

For some reason though, 24/7 has never yet done this, appearing to believe instead that any response on here, no matter how cosmetic or how anodyne it may be, is all that's necessary.

It really does need to think again.

247homerescue

Navh wrote: »

{text removed by MSE Forum Team} took the landlord cover out in Jan they charged me £60 upfront to service the bolier before the cover could start. The service was fine no issues, than it was £15 a month cover with unlimited call outs and zero excess but when my Tennant informed me that the boiler is not working, I called these {text removed by MSE Forum Team} thinking they will take care of this. They asked me to pay for them £75 as my bolier is too old, this was not raised as an issue when I took the cover even though they knew the age of the boiler.. anyway I wanted the problem to go away for my tenant and I was pre-occupied on family matters for the sake of convenience I paid these losers £75 to than hear back from them that the boiler is beyond economical repair and tried to push me towards a new boiler deal over 7 years!! Unbelievable to say the least.

I have since had an independent engineer who came out and fixed the problem by replacing one part that cost less than £20... I have now been chasing these {Text removed by MSE Forum Team} for a refund of my money {Text removed by MSE Forum Team} but don't seem be getting anywhere, apparently they are now reviewing my case.

I would be happy to join together with other frustrated customers to pursue as a group, as far as I'm concerned this company should not be allowed to operate with these {Text removed by MSE Forum Team} practices and I will see this to the end irrespective of what it will cost, this post is just the beginning :mad:

Dear Navh,

We are sorry to hear you feel this way regarding your service. At 247, the parts sourced for repairs are approved by the Manufacturer and therefore won't be a "knock-off" replacement. This is because if an imitation is used in replace of a Manufactuer approved part, it will deem the warranty as void.

If you wish to discuss this matter further, we would like to invite you to contact our team directly via email at socialmedia@247homerescue.co.uk with the relevant details including your policy reference and the reference (JG) in the subject of the email. Once the email has been received, I can personally investigate this case for you.

Kind regards,
James

247homerescue

Dennis_English wrote: »

I too bought a boiler breakdown cover costing £16.99 pcm after 5 months i noticed water coming from the case i called them to book an engineer to have a look and told me i would have to pay £75 as this is not a total failure of the system i told them if i leave it long enough it will be a total failure and a risk of electric shock to me still no joy i cancelled my cover imediatly got a plumber to look at it and it was just the expansion hose come off the drain. changed my policy to corgi which are more reliable

Dear Dennis English,

We really appreciate all of the feedback our customers have provided, whether that be positive or negative. We are sorry to hear that you feel this way in regards to your experience.

If you wish to discuss this matter further, we would like to invite you to contact our team directly via email at socialmedia@247homerescue.co.uk with the relevant details including the reference (JG) in the subject of the email. Once the email has been received, I will be more than happy to personally look into this for you.

Kind regards,
James

247homerescue

fedupofbadservice wrote: »

Absolutely terrible company. Not covered by any regulator (should the FCA step in here?)

Didn't honour our contract when our boiler broke down. Gave them every chance to sort this out but they decided they would push us into "the long grass".

Took them to court and judge found in our favour and awarded costs against 24/7 Home Rescue.

Should have stayed throughout with British Gas service!

Dear fedupofbadservice

We are sorry to hear that you feel this way about 24/7. Unfortunately, we are unable to mention the specifics of any court cases on public forums. Additionally, 24/7 settles approximately 90% of all claims before they go to court, all of which are subject to the customers satisfaction.

If you wish to discuss this matter further, we would like to invite you to contact our team directly via email at socialmedia@247homerescue.co.uk with the relevant details including your policy reference and the reference (JG) in the subject of the email. Once the email has been received, I can personally investigate this case for you.

Kind regard,
James

247homerescue

ianjhill69 wrote: »

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...

Dear ianjhill69

We are sorry to hear that you feel neglected by our company. We are willing to look into this situation for you.

If you wish to discuss this matter further, we would like to invite you to contact our team directly via email at socialmedia@247homerescue.co.uk with the relevant details including your policy reference and the reference (JG) in the subject of the email. Once the email has been received, I can personally investigate this case for you.


Kind regards,

James

247homerescue

Bat71 wrote: »

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

Dear Bat71,


We're sorry to hear that you feel this way about the service provided by 24/7. We can confirm that we have acknowledged all of your posts dating back to the 15th December 2017.

If you wish to discuss this matter further, we would like to invite you to contact our team directly via email at socialmedia@247homerescue.co.uk with the relevant details including your policy reference and the reference (JG) in the subject of the email. Once the email has been received, I can personally investigate this case for you.


Kind regards,

James

scd3scd4

PhylPho wrote: »

Published 21 hours ago -- according to TrustPilot -- on its 24/7 review section:

"I have given 5 stars but all I have done is gone online and filled in a form. I can give a better response when I have actually used the service."

The 24/7 'representative' on here has already unequivocally stated that the company does not seek to elicit favourable reviews in return for a 'free month' (or two) of contract (not: free service or free call-out).

Quite what 'form' the TrustPilot poster of 21 hours ago actually filled in isn't clear. Given 24/7s steadfast denial that it has ever sought to induce its customers into providing favourable reviews -- which of course, it shouldn't: following the installation of new leadership at the UK's Competition & Markets Authority, the CMA really will hit hard any outfit which behaves in such fashion -- one can only conclude that the poster has "filled in a form" that was merely a TrustPilot review box.

Whatever the nature of the 'form' though, this company does seem to attract a remarkable volume of TrustPilot 5* feedback NOT for its calibre of service but for either (a) its nice website or (b) its easy online sign-up process. In fact: so skewed is that feedback towards the utter irrelevance of 'nice website' and 'easy sign-up' that once that type of comment is excluded, the emergent picture of customer experience is radically different.

To be fair though, as one should always be, it might be that 24/7 has a very nice phone number, a configuration of digits so aesthetically appealing that a 5* review of that number alone is entirely justified. And perhaps such a review may well appear in the future.

What isn't appearing in the majority of reviews on TrustPilot are comments relevant to actual user experience of the 24/7 service provided, in much the same way that what isn't appearing in the majority of comments on this MSE thread are comments about how it's such a nice website and such nice people to ring / sign up with.

The difference is worthy of a pause for thought.

As to what 24/7 can actually do to provide a convincing affirmation of its integrity and performance, the task is in many ways much easier than its resort to a pre-written script which gets churned out on here by its 'representatives' with the occasional extra word interpolated to make it seem like a bespoke rather than robotic response.

All 24/7 needs to do is come on here is provide a response to each and every one of the many complaints aired in the following hypothetical example:

Thread post #128, poster ID JSmith-Brown-White: complaint resolved

and to repeat that confirmation in respect of all such posts and posters.

For some reason though, 24/7 has never yet done this, appearing to believe instead that any response on here, no matter how cosmetic or how anodyne it may be, is all that's necessary.

It really does need to think again.

Thank you.

247homerescue

Brent wrote: »

A relative, recently widowed and not computer savvy has an account- (If you're watching 24/7 Rescue it's MS0211517). £9.60 a month. It was arranged over the phone, has no documents and has not signed a direct debit agreement. Called to arange boiler service and was told it would cost £60. Rep agreed to waive the charge on this occasion only. Man came to service boiler and said the panel was jammed so he couldn't remove it to do the job. He allegedly carried out a 'basic' service by looking at it. Confirmed with 24/7 that callouts impose a charge, including cost of parts. Asked what the £9.60 a month was for and got no answer, so went to the bank and cancelled the direct debit. She already received a text stating she should call them.

Dear Brent,


We're sorry to hear that you feel disappointed with the service provided for your relative. We understand this may have been a frustrating situation.

If you wish to discuss this matter further, we would like to invite you to contact our team directly via email at socialmedia@247homerescue.co.uk with the relevant details including your relatives policy reference and the reference (JG) in the subject of the email. Once the email has been received, I can personally investigate this case for you.


Kind regards,

James 24/7 Home Rescue

247homerescue

skid112 wrote: »

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

Dear Skid112,

We're sorry to hear that you feel the service provided by 24/7 was not satisfactory. We deal with all complaints seriously and do not omit any significant information. All complaints are asked to be processed via our website on the 'MY ACCOUNT' tab.

If you wish to discuss this matter further, we would like to invite you to contact our team directly via email at socialmedia@247homerescue.co.uk with the relevant details including your policy reference and the reference (JG) in the subject of the email. Once the email has been received, I can personally investigate this case for you.

Kind regards,
James 24/7 Home Rescue

247homerescue

Ian_Dee wrote: »

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.

Dear Ian Dee,

We're sorry to hear that you have felt neglected by 24/7's Customer Service.

If you wish to discuss this matter further, we would like to invite you to contact our team directly via email at socialmedia@247homerescue.co.uk with the relevant details including your policy reference and the reference (JG) in the subject of the email. Once the email has been received, I can personally investigate this case for you.

Kind regards,

James 24/7 Home Rescue