Warning re 24/7 Home Rescue

The last boiler service I had off them was in October 2015, and each month they have been taking money by DD from my account. On the last Service sheet in 2015 the engineer wrote limited service. However as I told him I am not the only householder on the estate with this type of boiler.

I got a letter from them in October 2016 and when I telephoned them to book an appointment I was told that the earliest date they could give me was 18 January 2017. I complained about this and was told because of the bad weather (what bad weather) they had a lot of boiler breakdowns.

I agreed to the date of 18 January 2017, BUT low and behold on 28 December 2016 I received a telephone call asking me if my boiler was still working, to which I replied yes, and then the guy told me that they were cancelling the appointment for 18 January 2017 and the next appointment date available was March 2017 (when the Contract would next be up for renewal).

I asked him why and he said because of a lot of boiler breakdowns they were extremely busy and I responded by saying “you don’t see any British Gas vehicles on the road”, I then complained to him and told him it quite clearly stated in British Gas Terms and Conditions that I should have a boiler service every 12 months and they were in breach of their own Contract..

He then went on to say they were not in breach, and I said it was not acceptable and that I wanted the service on 18 January 2017. Yet again British Gas is coming the “Big Brother attitude” cancelled my service date, yet keep sending me letters now asking me to make an appointment for a service.

I telephoned British Gas twice on 16 January 2017 to check if they were coming and they said no, that I would have to book an appointment and the earliest they could give me was March 2017.

To cut a long story short I have cancelled my Direct Debit to them because British Gas are not keeping to their Terms and Conditions.

This will not end here because I want a REFUND OF MY Direct Debits they have taken with the intention of not giving me a boiler service.


Be aware good people

How I wish I had read this before signing up with 24/7. I have had nothing but problems with them since I tried to arrange a boiler service in December and the problems are still ongoing.

I have emailed a complaint to their complaints department approximately 4 weeks ago, I have had no response from them yet but it does say they will respond in 8 weeks, which I doubt will happen.

I am just wondering has anyone had any joy or can advise in who I should make a formal complaint about them to e.g. trading standards?

Many thanks.

Can I say we have never ever had to call out or use any insurance company for home services such as boiler breakdown etc, never, however we were registered to use 24/7 home rescue. WOW,! They are the biggest cowboys I have ever come across with the most appalling customer service I have ever had the misfortune to come across!! A pipe in out downstairs toilet burst and water was going everywhere and the ONLY WAY TO STOP THE WATR WAS TO SWITCH OFF THE WATER AT THE MAIN cockstop under the sink. Otherwise we would have been flooded. Obviously then a massive insurance claim. We telephoned 24/7 at 7pm yesterday and was told unfortunately because we have another toilet within the house we were not an emergency and also that they had up to 24 hrs to send someone out. WOW, NO WATER so not able to use any toilet, was hands, wash up, drink and so on for up to 24hrs. It gets better or worse lol.....then the next day (today) at 9am 14hrs later still no show from the plumber etc. So I telephone 24/7 to see what is happening etc, to be told that actually my telephone call the evening before has not been registered or followed through as we have to pay £75 before they could start the process for a plumber to come out and also that it would be up to another 24 hrs before anyone would come it as we are not an emergency as we have another toilet??? Hold on we have no water lol. The agency from the night before had said nothing about the £75!!! We were then told that our claim had been refused becuas we had another toilet in the house so we were liable for all the costs on top of the £75!!!!! So why are we paying our subscriptions (£20) a month ? For what actually ?? Unbelievable and beyond any common sense. The ladies we spoke to were so unprofessional and saying we had been on the telephone to long with them , even though it took us over 10 minutes to actually get through lol. They were rude, unhelpful and basically were just looking to turn down our claim and for us to pay for ANY WORK, shocking, please please do not use this company you will be stung if you ever need to use them. We are going to trading standards , putting in official complaints, seeking legal advice and will not rest until we have satisfaction and hopefully this company is held accountable by the authorities.

DO NOT TOIUCH THIS COMPANY!!
I took out 2 service plans last May - in July I had a blocked bath drain - was told they couldn't send a plumber out as it didnt 'meet the criteria' she couldn't tell me the criteria though ..?
I then said I wished to cancel as there wasn'r much point in having cover that didn't cover. I spoke to 2 different people they said OK but as it was a monthly rolling contract I had to pay the next months premium before i could leave - I did and heard nothing more .. until yesterday (March 2017 now) when I get an email from their debt collection department charging me £288 as a 'Breach of Service Agreement Cancellation Penalty' as I had 'unilaterally decided to cancel the policies without discussion'... I rang and explained that was not the case but 'Cathy' said it doesn't matter you had a service' so my £60 boiler service x 2 has ended up costing me £508 and I've had no cover whatsoever in that time. I've paid because I am applying for a new mortgage next month and cannot afford to have this on my credit file.