Warning re 24/7 Home Rescue

mikep72 wrote: »

Yes thanks for the short e-mail reply i got yesterday fobbing me off! Waited 2 weeks for that! These are my complaints. Please feel free to explain these little things without fobbing me off!

1. Failing to rectify the original problem in Feb 2017.
2. Trying to write my boiler off as irreparable.
3. Trying to charge for parts that were not needed.
4. Charging excess twice for the same problem.
5. Failing to service my boiler since joining in December 2016 as in T&Cs.
6. Raising my DD payment to £24 and not informing me.
7. Going 9 days without heating, missing work and house viewings.
8. Taking 2 weeks to reply to me about my complaint.
9. Wanting to charge for a cancellation fee because i called an engineer out. (but he didn't fix the problem)

I really want to leave this disgusting service but can't afford the fee.:mad:
My original review is below.

Hi Mike.

The original fault in 2017 was rectified, it has then reoccurred 12 months later. Had the problem happened again shortly after it first presented itself, you would not have been charged a second excess.

The direct debit price increased upon renewal which you had been sent an email for.

In regards to the engineer diagnosing the wrong part, i have passed this information on to relevant department manager to look into.

If you would like to cancel the policy, i am able to do this without taking the cancellation fee, could you email me to confirm you wish me to go ahead with this.

Regards
Lauren 24|7 Home Rescue

{Text removed by MSE Forum Team} Perfectly good boiler until it was serviced by them and wouldn!!!8217;t come out to fix it . Anyway after speaking to them got promised a refund as I had a 2nd opinion to this matter . Then after a record of the call and witnesses wiling to put a statement in relating to being promised a refund . Still no refund and changed there minds . Sayinv it was never said. I!!!8217;ve now applied for the recorded conversation and took advice . Contacted watch dog , rogue traders , citizens advice and law advice . I will send a formal letter and go down proper channels . They!!!8217;ve since said there charging me £1500 ( email proof) for there time on this complaint and won!!!8217;t speak to me again want me to get my solicitor in touch . Except it!!!8217;s the most ridiculous thing anyone!!!8217;s ever heard and it!!!8217;s scare tactics used by them. I will still go forward with the complaint and urge anyone else who they have used this scare tactics with to ignore they have no legal ground and carry on with your complaint

haygee wrote: »

I myself have been victim of this company . Perfectly good boiler until it was serviced by them and wouldn!!!8217;t come out to fix it . Anyway after speaking to them got promised a refund as I had a 2nd opinion to this matter . Then after a record of the call and witnesses wiling to put a statement in relating to being promised a refund . Still no refund and changed there minds . Sayinv it was never said. I!!!8217;ve now applied for the recorded conversation and took advice . Contacted watch dog , rogue traders , citizens advice and law advice . I will send a formal letter and go down proper channels . They!!!8217;ve since said there charging me £1500 ( email proof) for there time on this complaint and won!!!8217;t speak to me again want me to get my solicitor in touch . Except it!!!8217;s the most ridiculous thing anyone!!!8217;s ever heard and it!!!8217;s scare tactics used by them. I will still go forward with the complaint and urge anyone else who they have used this scare tactics with to ignore they have no legal ground and carry on with your complaint

Dear Hayley

The circumstances of your complaint have been addressed very carefully and examined. A full explanation has been provided to you. I set out for clarity the position:-

1. Your boiler was serviced in accordance with Gas safe Regulations by a qualified and competent engineer. You were provided with the relevant Gas Safe Certificate. At no stage did you raise any issue with the standard of the service or any perceived defect by the engineer.

2. 6 weeks later you made a claim under your agreement. You indicated at this point that it was your view that the engineer who attended at the service caused the defect. You suggested initially that this was deliberate and then changed your mind to state it was negligent. You were advised properly that there was no evidence at all of your assertions and if you were making these allegations corroborative evidence would be required.

At this stage 247 interviewed the relevant engineer who rejected these assertions.

3. You decided to complete the repair yourself and contacted the customer services helpline. You spoke to an adviser and indicated that you had repaired the defect and expected 247 to pay for the repair. The customer service representative indicated that you should send the invoice to the Complaints department who would look into this matter. At no stage were you offered a reimbursement. The person you spoke to does not have the authority to refund any amounts this has to be passed to higher management as it was.

As part of the investigation process the customer service representative was spoken to and clearly rejects any suggestion that she promised a refund. Further the contemporaneous notes of the conversation have been considered and sent to you which do not confirm and indeed conflict with your account.

4. Your complaint was escalated to the legal department and you were spoken to in length by Mr Hakeem Ali. Mr Ali raised the issues as stated above and quite fairly said to you that if you were able to adduce evidence from your engineer to confirm that the defect was caused at the service he would review the position.

I note at this stage you refused to co-operate further and raised the issue of legal representation.

5. I understand you have made a Subject Access Request which will be dealt with by the company. I would reiterate to you as you are alleging impropriety/negligence it is upon you to establish this quite simply if your instructed engineer can confirm to the requisite standard that the 247 engineer was at fault this matter will be reviewed. As stated by Mr Ali if you refuse to or are unable to provide this information the decision of the company stands.

I hope the above is clear for you. Please provide what has been requested and we can resolve this matter.

247 Management

scd3scd4 wrote: »

Guys guys guys. Please remember that 24/7 Home Rescue nearly always blame the people complaining. It's what they do, coming on here is nothing but PR.

No one ever returns explaining their issues or complaints were dealt with to their satisfaction. We now know its a fact they give incentives to post positives on TrustPilot like a free month when they have just signed up. Trustpilot is really nothing more than services and the signing up process. It's all a com and scam.

Lauren is not really to blame, she is just doing what she is told and is nothing more really than a low grade clerk.

Hi

My role here is in the complaints team and we are trying to help customers who have taken to social media by fairly and objectively reviewing their complaints and hopefully reach a conclusion.

Regards
Lauren