Warning re 24/7 Home Rescue

B_M

For issues, contact Adviceguide - 0345 4040506.
Or, straight to Trading Standards who are supposed to be investigating these {text removed by MSE Forum Team}.
If you have a local Consumer Champion in your local newspaper, that is another avenue.

B_M

{Quote removed by MSE Forum Team}

I know how bad they are, how really bad they are.
But I believe you are wasting your time with Watchdog. Great if they'd show on tv how these cowboys behave (or don't), but it would take time, if Watchdog were interested.
I don't confuse them with British Gas (BG) and BG are regulated. 247 HR are basically service based and totally unregulated. They found a way of scamming and although they flout the T&C's and marketing material is false, it will take someone like Trading Standards to prosecute them. They need shutting down and hopefully they will be shut down eventually. But, scammers will find another lucrative scam.

IF YOU ARE THINKING OF JOINING 247 HOME RESCUE, PLEASE DO YOUR HOMEWORK. SAVE YOUR MONEY, OR PAY A LITTLE EXTRA FOR A PROPER SERVICE.

Anyone going in after reading how they operate, can't really complain. Those that found out too late, yes they have a grievance.

EasyLay

Abysmal service. We had a fault with our boiler and rang the helpline expecting an engineer to be sent out within a few hours. Unfortunately the “247” company name clearly does not mean “24 hours 7 days per week”. 48 hours of chasing the 247 helpline (a bunch of kids) and the engineers we have still not had our problem resolved. They did send an engineer but it took ages to arrange an appointment as they weren’t calling the contact number I gave them and didn’t reply to my calls. When he eventually came he spent most of the time googling a solution on his phone before calling his office asking for advice. He ran the taps and declared it a fix, but unfortunately the boiler broke down an hour after he left. I think the worst thing about this company is that they were so quick to extract our £75 excess fee but since then all we have done is chase them and days later we still don’t have central heating or hot water. We keep calling the helpline, they apologise and promise to call back (and don’t), yet we still have no idea when another engineer will be call to arrange an appointment. As soon as the issue is fixed we are going to close our account with them. My advice; avoid this company like the plague!

gillyd123

After appalling service, being 200 quid out of pocket and stuck with them for 12 months I would like justice done and this company's practices stopped. Has anyone had any luck?

Blackbeard_of_Perranporth

gillyd123 wrote: »

After appalling service, being 200 quid out of pocket and stuck with them for 12 months I would like justice done and this company's practices stopped. Has anyone had any luck?

Nope! And tbh, I have no idea what you're on about.

jicms

My premium started at £11 two years ago; last year it suddenly went to £14 without notification. I've just been emailed to inform me of my renewal. On logging on and "viewing" my account the premium is now £21. They don't of course state the current premium, that's down to customers to check themselves.

I never authorised auto-renewal and don't intend to renew due to the terrible service they provide and the idiots employed by the call centre (that's if you manage to get to speak to someone). I've spent 20 minutes trying to speak to the right department. The only extension that picks up is sales (surprise surprise). They just click me through to what they say is the correct line which doesn't answer.

I've now emailed but 5 days later no reply. I have no idea when my current monthly premium will increase (my policy commenced in the month of September) so will just have to cancel the direct debit as I don't want to waste any more of my time with this incompetent company.

I'll be seeking a quote from British Gas and shopping around for an alternative.

B_M

jicms wrote: »

My premium started at £11 two years ago; last year it suddenly went to £14 without notification. I've just been emailed to inform me of my renewal. On logging on and "viewing" my account the premium is now £21. They don't of course state the current premium, that's down to customers to check themselves.

I never authorised auto-renewal and don't intend to renew due to the terrible service they provide and the idiots employed by the call centre (that's if you manage to get to speak to someone). I've spent 20 minutes trying to speak to the right department. The only extension that picks up is sales (surprise surprise). They just click me through to what they say is the correct line which doesn't answer.

I've now emailed but 5 days later no reply. I have no idea when my current monthly premium will increase (my policy commenced in the month of September) so will just have to cancel the direct debit as I don't want to waste any more of my time with this incompetent company.

I'll be seeking a quote from British Gas and shopping around for an alternative.

That's 247 HR for you!
Transferring you to a different line? lol
It's all about scamming you.
Send an email advising you don't want to renew and contact your bank advising of possible non-authorised payments. They may threaten you with legal action, but it's just their sad little game. They will normally 'threaten' you on a Friday or Saturday, possibly by bored staff wanting a little fun. They don't go ahead with legal actions though, as they are acting dishonestly (cleaned up version).
I believe they scrapped 12 month contracts a while back and are now operating a month to month 'operation'. If you haven't had notification, well in advance, of any price increase, they are in breach of contract.
Good luck and hopefully the net is closing and the price increases are because of lost customers and they are facing the end.
Still consider Trading Standards though, even if just to register your issue.

GeorgeRB

I was so unhappy with the level of service (or lack of it) from 24/7 home rescue when I had a boiler break down that I called in British Gas ..... read on:-
No radiators generating any heat but hot water OK.
Called 24/7 and waited 25 minutes before an answer.
Told that I had to pay £75 as boiler not serviced in previous 12 months.
It is in the Ts & Cs !!!
I agreed and an engineer came that afternoon.
30 seconds checking boiled and he declared it was my pump. The boiler was 100% OK.
Pump needed replacing. Would call back next morning to fit a new one.
3 days no heat and, following the visit, no hot water.
Next day about noon a call to 24/7 revealed I had to pay a further £221 to drain down my whole system.
Why?
Because there were no cutoff valves on the pump it needs to be drained down.
I sent them a photo of the pump and cut off valves !!
I called and asked to talk to a Manager. Promised they would call within next 24 - 48 hours.
I called in British Gas who came out within 3 hours.
They condemned the boiled and switched it all off.

I reported these facts to CAB and they have passed it to Trading Standards.

New boiler installed within the week and still not heard from the 24/7 team.

GeorgeRB

Quick note about trading standards...
You need to complain to the Citizens Advice and they pass details to Trading Standards.

GeorgeRB

Phones Citizens Advice