247 Home Rescue Contract Complaint

animel71

I cancelled numerous Direct Debits with 247, only to see they'd somehow managed to go into my account and set more up!!! When they illegally took two payments of £132 from my bank account (just before we were due to go to court), I phoned my bank and claimed back the amounts through the DD guarantee scheme, I also reported them to the fraud section at my bank to make sure they never do it again. 

As per Alice from 247's email, I did indeed contact someone at their social media team with reference numbers.... never heard anything back.

accorian

animel71 said:

I cancelled numerous Direct Debits with 247, only to see they'd somehow managed to go into my account and set more up!!! When they illegally took two payments of £132 from my bank account (just before we were due to go to court), I phoned my bank and claimed back the amounts through the DD guarantee scheme, I also reported them to the fraud section at my bank to make sure they never do it again. 

As per Alice from 247's email, I did indeed contact someone at their social media team with reference numbers.... never heard anything back.

The conclusion to be gathered from  that experience of yours is that scum can't help behaving like scum, and that this particular company never ceases to do all it can to prove that point.

As for the poseur 'Alice' and 'Social Media management', no-one should feed the ego of these people by making contact via some ridiculous Facebook page or other. Equally, the daft 'Alice' has no business being on this thread: MSE is not soshal meeja, but a self-help consumer protection website. Both she and her employer should ooze back under their stone. 

Ningaloo

God I wish Id read this thread before buying a policy with them

kernowbird

I took out boiler cover in January of 2022 which included an annual service. I booked the service and on the day the chap came out (on a 400 mile round trip!) I received a call confirming the appointment and also to ask me to prepay £35 to have inhibitor put in the system- I said I thought I'd had some put in at the previous service which had only been a few months earlier, but the chap was very insistent and said that if I didn't prepay, it couldn't be done on the spot, but that if the plumber detected inhibitor in the system, he could call it through and they wouldn't take the payment. 
Well, guess what?!! There was inhibitor in the system, the plumber (who I could not fault) called it through, and yes, they still took the payment which I then had to fight tooth and nail to have refunded. I've just renewed my home insurance which covers my boiler for repairs, so I've contacted 247 to cancel my policy. Apparently they will phone me tomorrow........Am fully expecting a long list of penalties and clauses and demands for money.......Life is too short for this kind of hassle- just don't bother with them, shop around, see how much you can get a service done for by a local tradesman and check your house insurance to see if you're covered for emergency repairs

MoneywiseHelen

Well what can I say about the pleasure I have had with 247 home rescue!
Joined in end October for a tenanted rental property. Tenant called a few weeks later with no hot water. Called them, took them several days to attend.  Didnt fix problem, instead insisting I needed a new thermostat for the central heating!
Nothing to do with the hot water. Complained, went to property myself, took photos and videos (nothing wrong with thermostat at all). They then agreed saying it had been a 'misunderstanding and miscommunication' between the engineer and 247 and it was just a recommendation (that would have cost me nearly £500).
Then tenant called again in mid Dec as hall lights went out and one bedroom one.  All these lights are joined on the same circuit. 
Engineer went out several days later (no rushing 247 engineers). They didnt fix it (which seems to be a thing they do, look but dont bother fixing).  I received a text stating job was complete and thought nothing more, that was until my tenant contacted me after christmas asking when his lights would be fixed!
I called 247, who later came back to me stating rats had chewed the cable.  I went to inspect the property.  Loft is empty, no droppings, no sign of any vermin, nothing else chewed (covers on water tank and lagging), all in perfect condition.  Wires for light that is damaged was fine too, just old.  Called them back with report they left my tenant in hand (with absolutely no mention of rats by the way).  After sending in phjotos, videos and original report I was told again by a manager there was a  'misunderstanding and miscommunication' between the engineer and 247.  Wow, seems they have a lot of these.
They then changed tact saying that my policy didnt cover the works because it was a re-wire.  The terms and conditions state 'do not cover complete system rewire'.  This was not a complete system rewire its a bit of cable stretching about 2/3 feet!
I cancelled direct debit and requested policy cancellation, they are now trying to charge me a cancellation fee.  Happy to take them to court and counter sue for my wasted time, travel expenses, additional costs etc etc. 
The chap is now asking me to get a vermin specialist out to prove no rats.... hang on, we did that bit earlier where I was categorically told that it was a 'misunderstanding and miscommunication' between the engineer and 247.  So why are they arguing this again?

Shall I set up a small claims action, have my solicitor write to them to tell them to stick their cancellation fee or just ignore them?

animel71

Oh geez you gotta laugh at this bunch of cowboys!!!!
Just make sure you fully exhaust their complaints process (which also happens to be a shambles) and send a letter recorded delivery to their registered address with same info (they have 2 recorded addresses, only 1 of which they seem to use). Then check online that the letter has been received and signed for. I would ask your bank not to pay the cancellation fee as you’re in dispute with them, also state this in the letter. If no joy after response to complaint, launch the online small claims procedure, it’s free. Unfortunately if you have to go to court they won’t refund travel expenses!! But if one of their reps appears at court he may try to settle out of court and offer you something towards travel expenses. Good luck and keep us posted!, regards, 🙂