Big warranties/go assist- anyone come across them?

luda0

new to the forum just to post this-

earlier this year my washer wouldn't work and I was desperate in getting it fixed as I have my laundry locked inside. Have been trying to ring Miele the next morning, couldn't get through customer service due to technical issues on their side. Got told by local repair services that they can't repair Miele's product, so when I saw Go assist I decided to give it a go. BIGGEST MISTAKE EVER.

I was given two quotes- £402 one off repair, or £299.97 +8.95 x 12 months damage cover. Everything was read out in a quick pace and because I was desperate in arranging a repair I signed up for the latter plan. Nevertheless the advisor guaranteed that I could cancel at any time without being charged. Shortly afterwards I received two emails, one from go assist and another from big warranties. That was when I found out that all go assist does was to pass my case onto Miele, and set me up on an insurance policy that I did not intend to join. I called to cancel within half an hour and got told that I need to put it into writing. Sent them in writing through email, called and confirmed that they have received my email and was told that customer service will be in touch within 24 hours. I later called Miele and the advisor was happy to send me an updated manual of my machine over the email.

I got a call the next day saying that a refund is due in 3 working days. However, I was told that the cancellation of the insurance policy would incur a charge of £50. Although not quite happy I agreed. Guess what. 3 days later go assist called and say they will not refund me because I cancelled the appointment after Miele has diagnosed the problem. I explained that I've cancelled way before I contacted Miele (plus all Miele did was sending me a manual!). THEY COULD NOT HAVE CARED LESS. They wanted me to put my complaint in writing which I did- looked into their t&c and clearly there was no breach of contract in my case. The service was mis sold (was given the impression that go assist is the repairer but they're nothing more than a middleman) and because it was sold over the phone distance selling regulation applies. The 'warranty' should also only start after the device has been repaired (that's what being said in one of the emails from go assist), and therefore it was unreasonable for the policy to start before the machine has been serviced.

The reply took a month to arrive. Same bs nothing new- 'I will not be refunded because Miele has resolved the issue over phone'. I quoted a few laws and regulations (including the distance selling regulations) in addition to their t&c and requested a final response. it took another good month but they finally agreed to refund me as a 'gesture of goodwill'. Before I received this final response I've received messages asking me to contact them- got told by the manager of customer service that the messages were sent automatically and I should ignore the upcoming ones! unbelievably dreadful customer service.

btw go assist is not regulated by the fca- oh wait, haven't they sold you an insurance policy?

neil_harding

Cheesedoffwithdebt you have far to much time on your hands i actually pitty you.Your whole life seems to be about making pointless complaints.Does Miele pros sound like actually miele or does Big warranties or Go assist ? Really silly thread.

tickler

I can identify with everything that's been stated on this thread.

It's important to separate complaints between the 2 companies as despite the same director employing the same con merchants working out of the same building, the fact is they are 2 separate legal entities.

Big Warranties although supposedly regulated, hide behind the cloak of Go Assist's terms and conditions.

I have cases open with the Advertising Standards Authority (versus Go Assist) and the FCA (versus Big Warranties) and as soon as I can collate their findings I'll be taking Go Assist to the small claims court.

Their "positive" reviews come rather conveniently from a company (i.e. not from consumers) who derive their income from writing reviews for other companies. Liquid New Media Limited are the company behind the website "reviews.co.uk."

The Facebook group I've set up is a private platform in which members can share their experiences relating to the 2 companies involved and ultimately be able to use the power of numbers with common ground to take them on.

Anyone interested can drop me an email at blogsminder at gmail dot com and I'll add them to the group.

Jumblebumble

luda0 wrote: »

new to the forum just to post this-

earlier this year my washer wouldn't work and I was desperate in getting it fixed as I have my laundry locked inside. Have been trying to ring Miele the next morning, couldn't get through customer service due to technical issues on their side. Got told by local repair services that they can't repair Miele's product, so when I saw Go assist I decided to give it a go. BIGGEST MISTAKE EVER.

I was given two quotes- £402 one off repair, or £299.97 +8.95 x 12 months damage cover. Everything was read out in a quick pace and because I was desperate in arranging a repair I signed up for the latter plan. Nevertheless the advisor guaranteed that I could cancel at any time without being charged. Shortly afterwards I received two emails, one from go assist and another from big warranties. That was when I found out that all go assist does was to pass my case onto Miele, and set me up on an insurance policy that I did not intend to join. I called to cancel within half an hour and got told that I need to put it into writing. Sent them in writing through email, called and confirmed that they have received my email and was told that customer service will be in touch within 24 hours. I later called Miele and the advisor was happy to send me an updated manual of my machine over the email.

I got a call the next day saying that a refund is due in 3 working days. However, I was told that the cancellation of the insurance policy would incur a charge of £50. Although not quite happy I agreed. Guess what. 3 days later go assist called and say they will not refund me because I cancelled the appointment after Miele has diagnosed the problem. I explained that I've cancelled way before I contacted Miele (plus all Miele did was sending me a manual!). THEY COULD NOT HAVE CARED LESS. They wanted me to put my complaint in writing which I did- looked into their t&c and clearly there was no breach of contract in my case. The service was mis sold (was given the impression that go assist is the repairer but they're nothing more than a middleman) and because it was sold over the phone distance selling regulation applies. The 'warranty' should also only start after the device has been repaired (that's what being said in one of the emails from go assist), and therefore it was unreasonable for the policy to start before the machine has been serviced.

The reply took a month to arrive. Same bs nothing new- 'I will not be refunded because Miele has resolved the issue over phone'. I quoted a few laws and regulations (including the distance selling regulations) in addition to their t&c and requested a final response. it took another good month but they finally agreed to refund me as a 'gesture of goodwill'. Before I received this final response I've received messages asking me to contact them- got told by the manager of customer service that the messages were sent automatically and I should ignore the upcoming ones! unbelievably dreadful customer service.

btw go assist is not regulated by the fca- oh wait, haven't they sold you an insurance policy?

For anyone who does own Miele kit I would use an independent Miele approved service company ( from Miele website who are way cheaper than Miele themselves and come much faster.)
It is a potential disaster to use an non approved Miele company as they do not have the correct diagnostic kit and will not be able to source spares easily.
It is frustrating to pay more for Miele service than going to an independent but at least the machines are repaired correctly'

bunglemorgs

OMG avoid this company at all costs! Go Assist/Big Warranties
Copy of emails sent to this company as I am so distressed at getting absolutely no where with them -  week 3 still not joy just  read and learn from my mistake of ever using them!!!

Dear Team

I called your company after finding your details on line and spoke with a salesperson regarding your special call out offer for my broken dishwasher.  After a lenghthy sales pitch I signed up for the £79 call out fee and arranged for an engineer to attend on Tuesday just gone.

I also took out cover for my other appliances and thought I was getting a good deal with a reputable company!  Mistake number one!

The engineer called me Tuesday morning to inform me that he would be attending my home to fix my washing machine between 11-1pm.  I informed him that it was in fact my dishwasher and my husband waited for his arrival.

He changed a part and plugged the dishwasher in whereby it fused our electrics.  He told my husband that this is normal as 'something inside the dishwasher' is wet and we were to give it 8 hours to dry out and it should work perfectly.  He also said that he was going to write on the sheet that it was not tested when in fact it was!

Cue my numerous calls to your company to try and find out what iis going on.  I spoke to numerous staff most of which to be honest was not listening and kept saying the engineers report is not in or that a part is on order.  I tried to tell them that the engineer had already changed the part and we were not under the impression that he needed to order another!

Long story short I had to again ring again to be told that there is now a parts query for the part which we didn't realise was needed in the first place!

I spoke with Jack and Shane the latter very polite and professional, Jack was yesterday but seemed disinterested today!  I find it incredible that I am expected to chase a) what is the true findings of my dishwasher, b) why does it take so long for engineers report to be submitted and c) why is nobody concerned that the engineer has told us one thing and reporting another to you!  Meanwhile, my dishwasher is still not fixed.

On Friday I felt I had signed up to a great deal covering 3 appliances and today I realise this is a big mistake!  As I have already paid the call out fee and do not want to lose this I will continue to wait and see what materialises but I have to say I will be cancelling my policy to seek a more professional company as I am extremely disappointed and disillusioned!

Email 2

Dear Connor

I spoke with you last week regarding my complaint about my dishwasher.  I have been holding for nearly an hour and cannot get through to chase where the part is?  this is getting on for 2 weeks with no resolution and I am extremely disappointed with the lack of service!  please can you call me and let me know what is the latest as I do not want to wait a further 2 weeks for resolution.  This does not bode very well as a service and I am seriously considering cancelling my cover on my other appliances.

Email 3

Dear Jess

This is week 3 of ringing to find out when my dishwasher will be fixed only to be told the case was closed because the engineer had fitted the part and left the machine working!  this is a lie.  I have spent the past 3 weeks chasing to find out when the part which I was told had been ordered will be in and an engineer dispatched to fit it. I have spoken to a person called Jack at least 5 times, a person called Connor, a Shane, a Grace (extremely rude and disinterested) and a couple of other people but still nothing.

I have now been told that the case was closed but investigations are ongoing - how can they be ongoing if the case is closed.  I am extremely fed up and regret the day I ever contacted Go Assist/Big Warranties as the set up not only seems unprofessional but also it is nigh impossible to get a consistent response from anyone.  I have also spent lengthy periods holding on the phone only for it to ring off!

The engineer who came around 3 weeks ago said that the part he fitted got wet (it was shorting our electrics) and that we should give it 8 hours to dry out and the dishwasher should work again! What a load of rubbish even to a layman! Spoke numerous people again who said that all I needed to do was pay for a part and once in an engineer would be back out.  This has not happened.

I will not be taking this further outside this organisation as I cannot get a straight answer from anyone as to why I am still left without a working dishwasher 3 weeks down the line.  I only wish I had read the reviews on Go-Assist and Big Warranties before contacting you as it is clear this organisation is a total rip off!  I am £79 down on call out and £51 down on a part which has not made its way to my home yet.

I will continue to post reviews about Go Assist/Big Warranties until this is resolved i.e a full refund and apology for the shoddy service or lack of I have received! 

PS Jess apparently you are the complaints manager who cannot be spoken to directly - I wonder why if you are the complaints manager - have you not signed your standard response email as so!
Email 4

Further to my numerous emails regarding an inadequate service from Go-Assist/Big Warranties, I have decided to take this matter to the small claims court and Trading Standards and will need the following documents/information from you within the next couple of days:

A copy of the engineers report who attended my address on 8th September time slot between 11am - 1pm

A receipt for the payment of the call out fee £79 and the £51.50 cost for the part

A copy of all the telephone recordings I have have with Go-Assist & Big Warranties

I have copies of the email between myself and your company which I will be forwarding to Trading Standards to look into as I am concerned that Go-Assist/Big Warranties has sent a workman to my house who has not left a job sheet copy and was happy to leave the machine he was meant to fix fusing my electrics and tell us that once the dishwasher dries out in 8 hours it should start to work.  I am questioning the qualifications of your engineers and feel that Trading Standards urgently need to look into this to prevent other unsuspecting customers the trauma and unsafe incomplete service I have received.

I still do no have a working dishwasher and would accept nothing more than a full refund of both the call out fee and the fee for the part which has not been fitted. 

I have contacted Citizens advice and will be contacting Trading standards as I am at wits end and still do not have a working dishwasher.

Shabrone

I wish I’d saw this! I had a terrible experience with this company who left me without a cooker over Christmas and NY (I had to do all of the chasing). They then advised that the parts for my cooker were obsolete - total lie! My cooker was 18 months old and still in production. I had the manufacturer visit 2 weeks later and fix the cooker. They would have had me but a new cooker!!! They are completely immoral. Never use this company ever!!!!

Ani_Lajmeri

They are full of lies and unreliable.
After a year of buying my car from big motoring world. The car broke down, the mechatronic system went. Warranty (Haris Zohabe and his manager Sam Davis) assured me they will contribute to the cost as i wanted original and genuine parts and not some refurbished product.
I paid the full invoice of 4k and the warranty now are refusing to pay as they claim they have bought and sent the part to the garage. When asking show me evidence they sent the parts they now say they need to speak with their supplier to see where the part is.

KEEP AWAY FROM THEM
WHEN SPEAKING TO THEM MAKE SURE YOU ASK FOR EMAIL AS FOLLOW UP.

AVOID :
HARIS ZOHABE
SAM DAVIS
MANRAJ DOGRA

I HOPE THEY GET THIS MESSAGE

karnoog26

Avoid anything to do with this Company and it’s sister BIG WARRANTIES. From my research on these 2 companies I understand that they are part of a string of companies owned by the same people.

 

Their business model is based on extracting as much money from you as possible and giving you nothing in return. They are middlemen who employ independent engineers, on whom, it seems they have very little control.

 

I have so far paid them £449.60 for them to repair my dishwasher. This sum includes an insurance premium to protect my appliance from breakdown. An appliance which Go Assist failed to repair in the past 7 weeks, for which they received full payment (parts & labour) in advance. However, Big Warranties kept insisting that I keep on paying the premiums to protect the appliance which is broken down in the first place.

 

When I accepted their quote seven weeks ago they informed me that parts may take as long as 6 weeks to arrive. When the 6 weeks were up I contacted them to ask for a full refund. They refused. They said that once parts are ordered they cannot be cancelled. Even if they cannot be delivered?

 

Do yourself a favour. If your old appliance breaks down, go and buy a new one. It my cost a little more than repairing the old one, you will get a brand new appliance within days with a 2 or 3 year warranty. Above all you save yourself  the hassle of dealing with cowboy repairers.

 

If you have been stung by this Company and it’s offshoots, go back to your credit/debit card provider and dispute the transactions and claim your money back. Most card providers give you a guarantee for you to shop in piece against defective goods/services.

hashah9

Go Assist is a predator business that uses google to prey upon victims. Last year I became one such target  for them. My oven had stopped working in August 2023 and I did a google search for oven repair. Unfortunately, google often becomes a weapon of offence for fraudsters and scammers. Google is only interested in ads fees. Taking advantage of that, like other scammers, this business ensures that its ad appears prominently after any search is carried out. I checked it out and did the folly of entering my contact details. Grave mistake. I was bombarded with emails and sms informing me that an engineer has been reserved. I kept ignoring. Then I received a call. My folly I took it. The aggressive marketer made me pay £89 for the engineer visit and  also made me buy appliance protection policy. Then after a few days the engineer came who first told me that a part needed replacement. He told me that the part was in his van. He went and then suspiciously told me that he couldnt find the part and I needed to get another visit arranged. When I called them I was sent an email with outrageous price for the ordinary part that was available online for £20-40. I have had enough. As it was still within 14 days cooling off period I served a notice of termination of service and insurance sold to me over phone. Then I received a call next day in which it was confirmed that the service has been cancelled. Same time I received an alert message from bank that an attempt to take £50 from my account was made. I declared it to be without authorisation and hence foiled their attempt to skim more butter out of me. Determined scammers as they are, they have found a good symbiotic relationship with shergrouo which is debt collection group. I have been receiving numerous phone calls from them for payment of £50. The amount is small. But the principle of not giving in to unethical predatory practices is more substantive and sacrosanct. I am sharing my experience so that others dont fall victim to the online predators.

BrassicWoman

I asked for a repair quote, wasn't interested in the insurance cover. Managed to spot that before giving them payment details. Despite telling them I had fixed the issue, and wanted to be left alone,  they have been harassing me with daily calls. I've tried emailing them today to see if they will stop; we shall see. 

The email address is not very clear from their site: customerservices@go-assist.co.uk