GoAssist trying to refuse refund

aniviel

Help please?

I paid GoAssist over £150 fixed price to send a repairman to look at my dead fridge/freezer, plus agreed to pay another £60 for insurance for a year.
The repairman took over a week then he said I need a compressor he doesn't have and they need to order. Then for a whole month, I've heard nothing back. Whenever I called them I had to wait 20 minutes for someone to pick up and when they finally did, they said they'll check and get back to me and they never did.

When I had finally asked for a refund, they said they'll check again and suddenly - they can fix my fridge! Only I need to pay over £300 more for them to do so. When my fridge/freezer only cost £400 to begin with.

The reason, of course, they can suddenly fix it is because it says on their website that if they can fix it - You won't get a full refund. So they found a way to screw the customer.

What now? This is absolutely mad I've never come across anything like it before.

DCFC79

aniviel wrote: »

Help please?

I paid GoAssist over £150 fixed price to send a repairman to look at my dead fridge/freezer, plus agreed to pay another £60 for insurance for a year.
The repairman took over a week then he said I need a compressor he doesn't have and they need to order. Then for a whole month, I've heard nothing back. Whenever I called them I had to wait 20 minutes for someone to pick up and when they finally did, they said they'll check and get back to me and they never did.

When I had finally asked for a refund, they said they'll check again and suddenly - they can fix my fridge! Only I need to pay over £300 more for them to do so. When my fridge/freezer only cost £400 to begin with.

The reason, of course, they can suddenly fix it is because it says on their website that if they can fix it - You won't get a full refund. So they found a way to screw the customer.

What now? This is absolutely mad I've never come across anything like it before.

Id stop using Goassist if it were me. Id put that £150 into a savings account and could buy a new fridge other a couple of years.

Whats the complaints process ? Sending a letter might be an option.

Is there no tradesmen who would repair the fridge freezer rather than use Go assist ?

James_Hampton

I have had a very simialr experience. This is a dreadful company. You get through very quickly to sign up and pay (including for parts) but then wait up to 20 mins when trying to get the rapair done. They took 8 weeks to repair my microwave and when i complained, they 'investigated' and closed the complaint before the repair was even completed. They refuse to answer my emails at all now. It seems my only option is now the Ombudsman.