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247HomeRescue
Irfan_Mahmood
Posts: 2 Newbie
I've had a deeply unsatisfactory experience of being a 247 Home Rescue customer. The text below captures the nature of my complaint, which I have asked my Carer to distribute far and wide - using all social media available to her. I shall be leaving consistent information on every review website I can find. I am doing this because the nature of my initial discussions with Lucy made it very clear that we are a vulnerable household and I believe it is imperative that those in a similar position are made aware of the nature of their modus operandi. I truly and sincerely hope that you will heed the advice I am offering.
Dishonest, Awful, Incompetent, Negligent
When taking out the policy, I explained to Lucy that we have 2 Disabled people in the house. One of them is terminally ill and the other receives palliative care. I was promised an urgent response to any emergency.
When I called with a loss of hot water, I was told that someone would call me in 30 minutes. THEY DIDN'T. I called after 2 hours and was told that the claim had been approved and that an Engineer would be in touch within 24 hours. THEY DIDN'T. I continued to call until 48 hours later I was told that the Engineer had been on a gas leak and that the law requires the Engineer to stay at the property until it is resolved.
I asked why nobody had called - I was told that it was a breakdown in communication.
I asked if all 3000 of the gas engineers (stated on their website) were at the same gas leak - silence.
The Engineer called almost 72 hours after my first call.
He said he doesn't work at the weekend and was only made aware of the call today. He said his company only learned about the call 24 hours ago and they've responded in 'their' 24 hour policy. He said he has not been on a gas leak.
Seems like 24/7 Home Rescue are telling LIES LIES LIES. Above all else, COMPLETELY IGNORE the nonsense on their website that says:
# We aim to respond in 4 hours - it's nonsense
# We have 3000 Gas Engineers - they don't seem to have any
# We are 24/7 - my first engineer call has been 72 hours after we reported a loss of hot water
Finally, the Engineer tells me that a new Diverter Valve is required, which will be ordered tomorrow and scheduled to arrive in a further 24 hours. Then, it should be fitted within another 24 hours. Yup; it's a 7 day service, not a 24/7 service! (Assuming, of course that things happen as the Engineer has said).
If you're vulnerable or require prompt, HONEST OR PROFESSIONAL service, avoid 247 Home Service at any cost. Don't be drawn in by their cheap prices on comparison websites - we pay £30 per month for their very highest level of service, which hasn't amounted to anything when we require a 24/7 Home Rescue Service. The price we pay is equivalent to the highest level of service offered by British Gas whom have provided me with excellent service in the past. If only Lucy hadn't presuadued me to move!
Oh, one other thing, I recorded all my calls and made detailed contemporaneous notes. I urge you to do the same if you are already in contract with them.
Dishonest, Awful, Incompetent, Negligent
When taking out the policy, I explained to Lucy that we have 2 Disabled people in the house. One of them is terminally ill and the other receives palliative care. I was promised an urgent response to any emergency.
When I called with a loss of hot water, I was told that someone would call me in 30 minutes. THEY DIDN'T. I called after 2 hours and was told that the claim had been approved and that an Engineer would be in touch within 24 hours. THEY DIDN'T. I continued to call until 48 hours later I was told that the Engineer had been on a gas leak and that the law requires the Engineer to stay at the property until it is resolved.
I asked why nobody had called - I was told that it was a breakdown in communication.
I asked if all 3000 of the gas engineers (stated on their website) were at the same gas leak - silence.
The Engineer called almost 72 hours after my first call.
He said he doesn't work at the weekend and was only made aware of the call today. He said his company only learned about the call 24 hours ago and they've responded in 'their' 24 hour policy. He said he has not been on a gas leak.
Seems like 24/7 Home Rescue are telling LIES LIES LIES. Above all else, COMPLETELY IGNORE the nonsense on their website that says:
# We aim to respond in 4 hours - it's nonsense
# We have 3000 Gas Engineers - they don't seem to have any
# We are 24/7 - my first engineer call has been 72 hours after we reported a loss of hot water
Finally, the Engineer tells me that a new Diverter Valve is required, which will be ordered tomorrow and scheduled to arrive in a further 24 hours. Then, it should be fitted within another 24 hours. Yup; it's a 7 day service, not a 24/7 service! (Assuming, of course that things happen as the Engineer has said).
If you're vulnerable or require prompt, HONEST OR PROFESSIONAL service, avoid 247 Home Service at any cost. Don't be drawn in by their cheap prices on comparison websites - we pay £30 per month for their very highest level of service, which hasn't amounted to anything when we require a 24/7 Home Rescue Service. The price we pay is equivalent to the highest level of service offered by British Gas whom have provided me with excellent service in the past. If only Lucy hadn't presuadued me to move!
Oh, one other thing, I recorded all my calls and made detailed contemporaneous notes. I urge you to do the same if you are already in contract with them.
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Comments
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That does sound awful.I am a cow so cannot speak Bullshine but I do recognise its smell when I come upon it.0
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such a trouble free and caring company https://beta.companieshouse.gov.uk/company/09438900/filing-history
been in existence since feb 2015 , 300 engineers?
The Engineer called almost 72 hours after my first call.
He said he doesn't work at the weekend and was only made aware of the call today. He said his company only learned about the call 24 hours ago and they've responded in 'their' 24 hour policy.
whats this , rent a plumber when needed?Save a Rachael
buy a share in crapita0 -
pappa_golf wrote: »whats this , rent a plumber when needed?
Most likely - a lot of these "emergency" cover companies do the same. e.g. other than AA and RAC, the other motor recovery companies use contractors.0 -
Most likely - a lot of these "emergency" cover companies do the same. e.g. other than AA and RAC, the other motor recovery companies use contractors.
This ^^
They don't claim to have 3000 engineers, they say they have access to 3000 engineers. They also explain they have a network of partners, suppliers, tradesmen etc.
OP the complaints process is on their website, what response have you had from this?0 -
You could probably make a deal with a local gas fitter and electrician. More personal and probably a lot cheaper.0
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You could probably make a deal with a local gas fitter and electrician. More personal and probably a lot cheaper.
MIL needed a new boiler so got three companies to quote. She went with British Gas in the end because she felt that she could trust them more, despite being the most expensive quote by a margin of several hundred pounds. Guess who turned up to do the installation? Yes, one of the local companies who had quoted a lower price!0 -
Most likely - a lot of these "emergency" cover companies do the same. e.g. other than AA and RAC, the other motor recovery companies use contractors.
AA do use contractors in busy times, have no idea about RAC.
Use of agents
5.
Service from dedicated AA Patrols is subject to availability and may be supplemented by use of appropriate agents. The AA will only accept responsibility for the actions of an agent where the
agent is acting on the AA’s instructionIt's nothing , not nothink.0 -
Warning!!
I have been a member of 24/7 Home Rescue.
Let me explain the differences. Home Rescue only cover breakdown and they decide what that means. So if the fault is intermittent or you have hot water only if the central heating is on. (probe/sensor fault) You will not be covered!
They only use contractors.
They have a system that they can decide if the repair is uneconomical to repair. 60% nonsense. Please note this is not the same as parts are not available or unable to repair. The will just cancel your contract or ask you to pay the difference.
You must tell them in 24 hours of a fault! Why that matters I do not know!?
24/7 Home Rescue actively encourage their member to post on here/TrustPilot positive comments.
Warning you have to have had a service in the last year before you call them. Or you will be charged extra.
You will not be covered for loss of pressure and they do not employ a leak team either!
**They belong to no body or ombudsman.**0 -
Warning!!
I have been a member of 24/7 Home Rescue.
Let me explain the differences. Home Rescue only cover breakdown and they decide what that means. So if the fault is intermittent or you have hot water only if the central heating is on. (probe/sensor fault) You will not be covered!
They only use contractors.
They have a system that they can decide if the repair is uneconomical to repair. 60% nonsense. Please note this is not the same as parts are not available or unable to repair. The will just cancel your contract or ask you to pay the difference.
You must tell them in 24 hours of a fault! Why that matters I do not know!?
24/7 Home Rescue actively encourage their member to post on here/TrustPilot positive comments.
Warning you have to have had a service in the last year before you call them. Or you will be charged extra.
You will not be covered for loss of pressure and they do not employ a leak team either!
**They belong to no body or ombudsman.**
Because a minor fault which is cheap to fix can escalate to a major problem costing far more.It's nothing , not nothink.0
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