Warning re 24/7 Home Rescue

247homerescue

Dear Roxy G,

We regret to acknowledge that you may have some cause for dissatisfaction. However, we are unable to look into your concerns further without obtaining a relevant reference number to a past or present agreement with us.

We endeavour to provide a thorough investigation upon receipt of any grievance in the hope that we might arrive at a satisfactory resolution.

Please contact me directly at socialmedia@247homerescue.co.uk.

Kind regards,
Alice Roberts
247

247homerescue

Dear Mojouk,

We regret to acknowledge that you may have some cause for dissatisfaction. However, we are unable to look into your concerns further without obtaining a relevant reference number to a past or present agreement with us.

We endeavour to provide a thorough investigation upon receipt of any grievance in the hope that we might arrive at a satisfactory resolution.

Please contact me directly at socialmedia@247homerescue.co.uk.

Kind regards,
Alice Roberts
247

SMOGGY

Your review e.

247homerescue

Dear Smoggy,

We regret to acknowledge that you may have some cause for dissatisfaction. However, we are unable to look into your concerns further without obtaining a relevant reference number to a past or present agreement with us.

We endeavour to provide a thorough investigation upon receipt of any grievance in the hope that we might arrive at a satisfactory resolution.

Please contact me directly at socialmedia@247homerescue.co.uk.

Kind regards,
Alice Roberts
247
Social Media Advisor

Commander_Tim

Avoid this company like the plague!


How this company has achieved 4 stars on Trustpilot is beyond me. They are a scam. Their whole aim seems to be to rip off their customers. At first glance they are cheap. That's what sucks you in. The welcoming letter says one thing - "parts and labour included", "no charges for parts", "no charges for labour", "monthly rolling contract - don't get tied down with long term contracts" … "we are so confident in our level of customer service that we don't need contracts to keep customers!" - but the T&Cs say something completely different. Pretty much everything is excluded and there is a charge for almost everything. And if you try to leave the contract, once you've had a boiler service, you find you are tied in until the end or a leaving charge of £140 is levied!
My experience: my boiler service was due and it was arranged. There had been no faults or anything to claim for before then. It worked perfectly. The engineer came - a nice lad - and a couple of days later two documents arrived. The first was a summary of what had been checked, with no faults notified. The second was the gas safety record. As it happened, signed by a different engineer. Why? This raised my suspicions. A couple of days after that, we discovered we could not run enough hot water for a bath. After a few minutes the boiler would cut out. This was a NEW fault. Initially the person on the customer service desk wanted to charge me £45 XS to call the engineer out. Eventually, the following day, at my request, a supervisor called back and agreed that the engineer should come back as a recall visit, as the problem manifested itself soon after his service. The same lad arrived - nice fella - and was unable to pin down the problem … "it might be this, it might be that" but he would order some parts anyway. The next day I called customer services to get an update and was informed that 2 of the parts were free (a couple of small seals) but the main bit - a heating plate - I would have to pay for - £150. If I read the T&Cs carefully, I would see that the fault was not covered … even though the engineer had not actually identified exactly what the issue was. This was enough for me: all the negative reviews I had read (on other sites), stupidly after signing up to 24 7, were being borne out in spades. So, I rang up to cancel my contract. Guess what? Despite the front page blurb saying I was on a monthly contract, the small print of the T&Cs made it clear that, having had the service, I was tied in for the remainder of the 12 months unless I forked out £140. I used BG Homecare and latterly Homeserve for years - they were both excellent but I thought when I came to renew a little expensive, so I decided to go with 24/7. False economy. What a mistake. You undoubtedly get what you pay for. DO NOT USE 24/7. They will rip you off.
I posted this same review on Trustpilot and got this reply from 24 7.


"Having reviewed events transpired, I can confirm that whilst in attendance to conduct a routine Boiler Service and Site Survey, our Engineer identified a pre-existing fault (NO HE DID NOT … IN FACT HE COULD NOT CONFIRM WHAT THE FAULT WAS. THE FAULT WAS NOT EVIDENT UNTIL AFTER HIS SERVICE VISIT. HE ORDERED THE PARTS EVEN THOUGH HE WAS NOT SURE WHAT THE PROBLEM WAS) and duly recommended the need for remedial work. In accordance with the terms and conditions issued upon initiation of your policy; as the issue was highlighted during a Service (NO IT WAS NOT … IT WAS REPORTED BY ME AFTER THE SERVICE AND INVESTIGATED - UNSUCCESSFULLY - BY THE SAME ENGINEER IN A FOLLOW UP VISIT); you would therefore be considered responsible for any costs which may coincide with a repair. IT SEEMS WITH 24 7 YOU ARE RSEPONSIBLE FOR PRETTY MUCH EVERYTHING. WHAT IS THE POINT IN HAVING THE INSURANCE, WHEN YOU AE GOING TO HAVE TO PAY FOR IT ANYWAY?

In relation to the Gas Safety report. Your comments have been immediately reiterated to the relevant team who have confirmed that the name on this report is in fact that of the attending Engineer. NO IT IS NOT. I HAVE THE DOCUMENTS TO PROVE IT.

To address your query in regards to the excess requested. Please be advised that you opted to enter into an agreement which included a mandatory excess. (NO ARGUMENT THERE, EXCEPT THAT I STUPIDLY ASSUMED THAT THE EXCESS WOULD BE PAID WHEN THE FAULT WAS REPAIRED; NOT JUST TO GET THE ENGINEER TO ATTEND AND THEN HAVE TO PAY THE COST OF THE PART FOR THE REPAIR AS WELL). This excess coincided with a deduction in your monthly premium and is payable prior to an Engineer's attendance. However, I can confirm that on this occasion, we agreed to waive the fee as a gesture of good will. THEN PROCEEDED TO GOUGE £150 OUT OF ME FOR A PART THAT MAY NOT HAVE BEEN NEEDED).

Upon assessing the circumstances, you were advised that we would cover 2 of the 3 parts needed to implement the repair. However; as previously stated- remedial work is not covered by your agreement and you would therefore be required to cover the cost of the heating plate. HIGHLY DEBATEABLE. SEE MY COMMENTS ABOVE.

I regret to acknowledge that you declined our assistance in this instance and submitted a request to terminate your contract. … AND WAS TOLD IT WOULD COST ME £140 TO DO SO! Should you be so willing, I would implore you to contact me directly at socialmedia@247homerescue.co.uk in the hope that we might arrive at a satisfactory resolution for both parties.


Kind regards,
Alice Roberts
Social media"


BEWARE! The promises in 24 7's introductory letter are highly misleading. They bear no relation to what is in the T&Cs. Read the T&Cs extremely carefully (I didn't, more fool me). If you do, I think you'll come to the conclusion that it would be wiser to go with another company.

SMOGGY

Car breakdown Policy number RA0310075

I was offered a years car breakdown policy from 24/7 Home Rescue for a premium of £5 maybe because I had boiler cover with them. When it got to approximately eight months into the policy, I did not need it anymore so I phoned 24/7 Home Rescue to cancel the policy, certainly not expecting a rebate. The agent I spoke to informed me that if I wanted to cancel my policy then I would have to pay them approximately £140 to cancel the remaining months of cover, even though I originally only paid £5 for the policy. I complained that this was completely unfair and unreasonable, maybe 24/7 Home Rescue hoped that I would not remember to cancel at the end of the contract. 24/7 Home Rescue told me that if I wanted to cancel the policy then I will need to cancel on the 21st August, a month before the policy is due to expire, otherwise, I will be charged automatically for a years cover, if this date was missed. If that was the case, I told the agent that I did not want the policy to be auto renewed and to remove the auto renew on the policy, as I did not need it anymore. I asked them to cancel on this date but he informed me that he could not do this but I must wait until the 21st August and contact them by phone. I was upset because I have memory problems, there was a strong likely hood I would forget that date

When 24/7 Home Rescue do read this review, 24/7 Home Rescue will most probably tell me to phone or contact customer services so that 24/7 Home Rescue can deal with this matter to my satisfaction but the likelihood of this happening is the same as me winning the Euro lottery, in my own personal opinion.

This experience just adds to the stress and worry I had with my previous dealings with them about my boiler cover. After a visit from one of their engineers, 24/7 Home Rescue wanted me to pay £300 to £400 for a new boiler control electronic PCB board six months previously even though I had a policy with them. 24/7 Home Rescue said that my boiler was “BEYOND ECONOMICAL REPAIR” which is why I had to pay. If this was the case why did 24/7 Home Rescue allow me to pay for the policy in the first place? However, in the end my boiler did not need a £400 control circuit as it is still working fine six months later.

I personally will of course never deal with this company again.

Ps. I am stunned to see so many “five star reviews” on this site for 24/7 Home Rescue after my own stressful and frustrating experiences dealing with them.

I am glad to state that 24/7 Home Rescue have now cancelled my car breakdown policy after reading my rewiew.

ddaddy

It seems they ask people to review on TrustPilot as soon as they take a policy out and even offer an incentive.
TrustPilot also allow companies to have reviews removed.
How many TrustPilot reviews mention about using their actual cover?!

SMOGGY

ddaddy wrote: »

It seems they ask people to review on TrustPilot as soon as they take a policy out and even offer an incentive.
TrustPilot also allow companies to have reviews removed.
How many TrustPilot reviews mention about using their actual cover?!

I am stunned that there are so many five star reviews for 24/7 Home Rescue after all the trouble I had with them. As you say not many of them about actually using the or claiming on the policy.

SMOGGY

ddaddy wrote: »

It seems they ask people to review on TrustPilot as soon as they take a policy out and even offer an incentive.
TrustPilot also allow companies to have reviews removed.
How many TrustPilot reviews mention about using their actual cover?!

I am stunned that there are so many five star reviews for 24/7 Home Rescue after all the trouble I had with them. As you say not many of them about actually using the cover..There doesn't seem to be any wag to check the validity of any review.

ddaddy

That’s why trustpilot is a pointless review site.