British Gas Homecare

CRISPIANNE3

I was disappointed and very impressed the way my complaint was handled. I could not get a BG engineer out to fix our kitchen lights so employed the services of a private contractor. The cost came to £70. I put a claim into BG and agreed to refund the cost. The disappointment came when I found out the complaint was just closed without any payment being raised. I phoned them and spoke to a brilliant advisor called Russell. He was as shocked as me the way the case had been handled and he sorted everything out for me. Not only did they refund the £70 I received a further £40 goodwill payment for the inconvenience. So many thanks to Russell. I have his surname but I did not want to embarrass him by divulging it on a public forum. 

optimist?

Glad that you were satisfied with the end result of your peoblem: wish I could say the same.

I have Homecare 2, and have had it for over ten years but maybe not for much longer. BG cancelled my annual service in 2020 because of Covid, fair enough, they had to concentrate on emergency repairs for vulnerable people and at least they did give me a small refund off my premium. They have done the same again this year (2021) but no offer of a refund this time. Now I have discovered a serious rusting problem with one radiator - the stub of pipe where the blocking plug fits in has almost completely rusted through beneath the enamel- and I cannot even get to speak with a human being to ask if damage like this qualifies for a new radiator. The whole phone enquiry system seems to be automated and - guess what?- none of their 'scripted options' comes anywhere near dealing with my problem. With some difficulty I managed to start an online chat with a complete idiot, who spent a total of 35 minutes AFK while he 'reviewed my problem' and then told me that 'curved radiators are not covered by my insurance'

!!!???  He just couldn't or wouldn't understand that this had nothing to do with my problem and kept leaving me staring at an unmoving screen, obviously hoping I would get fed up and just go away - which I eventually did.. No wonder BG's Homecare insurance gets masses of appalling reviews online. To cap it all, I still have no idea if Homecare 2 covers me for radiator replacement due to irreparable damage? Anyone here know the answer?

Thanks.

CRISPIANNE3

optimist? said:

Glad that you were satisfied with the end result of your peoblem: wish I could say the same.

I have Homecare 2, and have had it for over ten years but maybe not for much longer. BG cancelled my annual service in 2020 because of Covid, fair enough, they had to concentrate on emergency repairs for vulnerable people and at least they did give me a small refund off my premium. They have done the same again this year (2021) but no offer of a refund this time. Now I have discovered a serious rusting problem with one radiator - the stub of pipe where the blocking plug fits in has almost completely rusted through beneath the enamel- and I cannot even get to speak with a human being to ask if damage like this qualifies for a new radiator. The whole phone enquiry system seems to be automated and - guess what?- none of their 'scripted options' comes anywhere near dealing with my problem. With some difficulty I managed to start an online chat with a complete idiot, who spent a total of 35 minutes AFK while he 'reviewed my problem' and then told me that 'curved radiators are not covered by my insurance'

!!!???  He just couldn't or wouldn't understand that this had nothing to do with my problem and kept leaving me staring at an unmoving screen, obviously hoping I would get fed up and just go away - which I eventually did.. No wonder BG's Homecare insurance gets masses of appalling reviews online. To cap it all, I still have no idea if Homecare 2 covers me for radiator replacement due to irreparable damage? Anyone here know the answer?

Thanks.

We had two radiators replaced with our Homecare cover. We have the 400 cover and was covered under that. My mums service was never carried out and we spoke to them and they ammediately agreed to refund £65.00 which is the cost of the service. So give them a ring and explain that  two services have been missed and you want the service costs refunded. 

CRISPIANNE3

UPDATE

Unfortunately our boiler packed up last Friday. We rang BG and they arranged. to send some one out that afternoon. A part was needed and was fixed  by 11am the next day. Also got them to do the service at the same time. This is what I call FANTASTIC  service.

Le_Kirk

Big article in the Daily Mail today about BG cancelling services on the basis that it was not "essential"; if that is the case, why then do you tell us (not me) that we MUST have the boiler serviced every year, charge £whatever for the privilege and then fail to turn up (according to reports in the article).  They were also reportedly telling vulnerable, aged customers (one reportedly 97) that they had to wait three weeks for someone to attend a breakdown.

CRISPIANNE3

Le_Kirk said:

Big article in the Daily Mail today about BG cancelling services on the basis that it was not "essential"; if that is the case, why then do you tell us (not me) that we MUST have the boiler serviced every year, charge £whatever for the privilege and then fail to turn up (according to reports in the article).  They were also reportedly telling vulnerable, aged customers (one reportedly 97) that they had to wait three weeks for someone to attend a breakdown.

I read that article and have found with BG just the opposite. I can only go by my personal experience. 

Le_Kirk

CRISPIANNE3 said:

Le_Kirk said:

Big article in the Daily Mail today about BG cancelling services on the basis that it was not "essential"; if that is the case, why then do you tell us (not me) that we MUST have the boiler serviced every year, charge £whatever for the privilege and then fail to turn up (according to reports in the article).  They were also reportedly telling vulnerable, aged customers (one reportedly 97) that they had to wait three weeks for someone to attend a breakdown.

I read that article and have found with BG just the opposite. I can only go by my personal experience. 

As can everybody but newspapers have to sell and they do it with sensationalising situations.  I am sure your experience is matched with thousands of others but good news does not sell papers!

Silvertabby

Le_Kirk said:

CRISPIANNE3 said:

Le_Kirk said:

Big article in the Daily Mail today about BG cancelling services on the basis that it was not "essential"; if that is the case, why then do you tell us (not me) that we MUST have the boiler serviced every year, charge £whatever for the privilege and then fail to turn up (according to reports in the article).  They were also reportedly telling vulnerable, aged customers (one reportedly 97) that they had to wait three weeks for someone to attend a breakdown.

I read that article and have found with BG just the opposite. I can only go by my personal experience. 

As can everybody but newspapers have to sell and they do it with sensationalising situations.  I am sure your experience is matched with thousands of others but good news does not sell papers!

Exactly.  We have had BG cover for years without any problems.  As you say, that doesn't sell papers.

CRISPIANNE3

Just had my renewal quote through for Homecare . I pay no excess and covers, Boiler, service, electrics and plumbing. They were going to raise the price from £433 to £476 for the next year. I asked them to look at the price again and have now given me a price of £421.  

I have been with them for about 7 years and price has only changed per month by about £6.00.  However if I did not challenge the price each year it would be a lot higher. Also last year I had to get some electrics done privately as they could not come out and they gave me £70 plus £40 on top for the inconvenience. 

CRISPIANNE3

CRISPIANNE3 said:

Just had my renewal quote through for Homecare . I pay no excess and covers, Boiler, service, electrics and plumbing. They were going to raise the price from £433 to £476 for the next year. I asked them to look at the price again and have now given me a price of £421.  

I have been with them for about 7 years and price has only changed per month by about £6.00.  However if I did not challenge the price each year it would be a lot higher. Also last year I had to get some electrics done privately as they could not come out and they gave me £70 plus £40 on top for the inconvenience. 

On checking online they are also giving a £10.00 gift card when you renew and is paid  90 days after renewal.