Warning re 24/7 Home Rescue

{Text removed by MSE Forum Team} I had my boiler serviced in August 17 and had no heating and hot water in Sept called the company but I was informed that I was not covered for repair. I demanded to cancel my contract; I was informed that I had to pay £140 or £70 for call one off payment after paying my premium for 9 months. The company continued to set up direct debt on my account after cancelling it. {Text removed by MSE Forum Team} Please do not waste your money by taking any contract with them.

Haylez wrote: »

Nothing wrong with my 3-4 year old boiler , had a service and started experiencing problems . Luke warm water in bath . Can’t even use shower due to water temp and now after explaining I wanted a second opinion they want £75 call out fee when the boiler was fine more like the engineer was more interested in getting to pub as it was his last job. Having to take advice now . Avoid this company as reading other reviews on It. Do not trust ...update after there reply ... I was told because I didn’t report the issue straight away that they was sure there engineer did the correct job although they won’t put a signature to that and send a independent engineer out to clarify that. I was told I could make a claim and that I was covered all I needed was to pay £75 excess . For which I refused as it was working perfectly fine before their engineer came out so there response is a lie again ! Also if people read the 5 star reviews there actually ones of the website and how easy it is to use not of actual work
Update... had a engineer come out to independently access the boiler and had to have work done. I received a call from Megan saying they would refund me all the money it cost me aswell as send me a service breakdown of what was originally done . Still not received it and ignored me about my refund !!!

Thank you for your review.

After reading your review it seems that you was asked to pay the mandatory excess on your account of £75.

Your cover plan that you purchased would include a mandatory excess in the event of a claim, this means your cover plan monthly direct debit has been subsidised by the excess amount you have chosen to pay in the event of a claim.

In regards to the refund and the service breakdown i will ask that you contact me personally at laurenh@247homerescue.co.uk in order to investigate these.

Thank you for your response. At the time I had no heating or hot water. Why is your company harassing me by calling me and once I answered the call, the caller will make a funny sound and laugh hysterically and drop. This is now a daily re occurrence. I had to call the the same number (03453192247) which had been calling, after another call today with no one speaking but hysterical laughter and then the caller dropped the phone. I had to call the number back and spoke to a lovely lady who took my number called, put me on hold for few minutes and assured me that it will never happen again. Is this how 24/7 intimidate and harass their customers? I have told the lady that if it happens again, I will have no option but to report the harassment to the police.

I would agree, this is my case.

I took out boiler & heating cover with 247Homerescue on the 21st January and thought I was covered, then on the 10th February 3 weeks into my contract I had to ring them as my heating pump stopped working and they agreed to send an engineer out after I paid the £95 excess.

The engineer called on the 13th and confirmed I needed a new pump and that he would send a report back to 247 asking them to order the parts which he did but the 247 claims department rang about 1hr after he left saying I wasn’t covered!

I asked why and they said I hadn’t had my policy long enough although they say your covered as soon as you take out cover with a 14-day cooling off period and I was 21 days into my cover when I first rang with the fault!

When I pointed this out they then said I wasn’t covered as it was an existing problem, I asked how they come to that conclusion and they couldn’t give me an answer I asked to speak to a manger but they said none were available, I insisted one call me back they said they would get someone to ring back in a couple of hours but no one did.

I rang the next day as they still didn’t call me back, I was then told the policy was for a manger to call back within 24-48hrs and that someone will call me by then, I waited another 2 day/72hrs and rang them back, they then said my policy had been cancelled and I need to write/email a formal complaint and follow their complaints process.

I have done that and they have still not given me an answer/explanation as to why I am not covered for this fault they just replied stating refer to your terms and conditions.

I have read the terms and conditions and the only reason/exclusion I can see is under general exclusions which states they will not cover existing problems known to you the customer when you took the cover out or incidents which occur within the waiting period.

I replied confirming my heating was working 3 weeks ago when I took out the cover and that I am well inside the waiting period, I asked again for them to confirm why I am not covered and to explain how they have come to this conclusion/what evidence do they have to backup their decision and they haven’t answered!

It’s clear to me they are just trying to get out of the cost of the repair, I have asked for my excess back but they have refused saying I agreed to pay the excess, yes but they should honour their part of the contract and complete the repair, I stated I thought the pump had gone when I rang and they said this is covered under my policy and that they would send the engineer out for £95, why take my £95 if you were never going to cover this fault?

I have asked for my £95 back plus my first direct debit payment but they have declined, I am now left with no heating having to get independent quotes at about £250, I will have to get the pump done as it’s freezing but I shall be going through the small claims court to try I get my money back.

If you google this customer you will find many customers with similar complaints, be warned to touch 247Homerescure!