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    Warning re 24/7 Home Rescue
    • #1
    • 26th Dec 14, 10:26 PM
    Warning re 24/7 Home Rescue 26th Dec 14 at 10:26 PM
    Dear all

    I just wanted to give some feed back on the terrible service we have had this Christmas from 24/7 Home Rescue.

    Firstly, they are not 24/7 - whist you can make a claim with the engineering company they outsource their work to, you can't actually speak to them directly because they are closed until 5 January 2015! Which company in this day and age is closed for this long without someone being available to contact, especially when the say they are 24/7? I have asked the online "webchat" machine wether they have an emergency number they can contact and all I got was an evasive answer to the effect of "someone will call you soon" presumably when they re-open on 5 January!

    Long and short of the story is that we had problems with our boiler. They sent out someone to look at it. This engineer reset the boiler and went on his way. The problems persisted and 24/7 have not sent someone to look at the boiler again as they think the problem is a pressure issue. How would they know this without even looking at the boiler after the problems persisted? Any way, it's a fault with the boiler itself but they won't send anyone out to have a look at it. The boiler has broken down again and when I called the third party engineering line we were told there was a note on the system not to send an engineer out until the dispute was investigated. Problem is, they are closed over Christmas and there is no one we can speak to.

    If there was an issue which was genuinely not covered the policy then fine, we would get it fixed. But they they allegedly fixed our boiler then when the problems persisted they said it was a problem with the pressure without even looking at the boiler. Also, pressure isn't specifically excluded from the terms of their service.

    I have used both British Gas and Homeserve before and for all their faults, at least you can speak to a person at the company over Christmas. Out of Homeserve and British Gas, I would say Homeserve were the best so will be going back to them.

    I am sorry to say that these smaller independent companies really don't provide the same level of service.

    Sorry for the rant but I was most disappointed to hear the company left us without cover over Christmas.

    We've got the electric heaters on for now!
Page 3
    • Irfan Mahmood
    • By Irfan Mahmood 10th Jan 17, 2:00 AM
    • 2 Posts
    • 2 Thanks
    Irfan Mahmood
    247 Home Rescue
    Dishonest, Awful, Incompetent, Negligent

    When taking out the policy, I explained to Lucy that we have 2 Disabled people in the house. One of them is terminally ill and the other receives palliative care. I was promised an urgent response to any emergency.
    When I called with a loss of hot water, I was told that someone would call me in 30 minutes. THEY DIDN'T. I called after 2 hours and was told that the claim had been approved and that an Engineer would be in touch within 24 hours. THEY DIDN'T. I continued to call until 48 hours later I was told that the Engineer had been on a gas leak and that the law requires the Engineer to stay at the property until it is resolved.
    I asked why nobody had called - I was told that it was a breakdown in communication.
    I asked if all 3000 of the gas engineers (stated on their website) were at the same gas leak - silence.
    The Engineer called almost 72 hours after my first call.
    He said he doesn't work at the weekend and was only made aware of the call today. He said his company only learned about the call 24 hours ago and they've responded in 'their' 24 hour policy. He said he has not been on a gas leak.
    Seems like 24/7 Home Rescue are telling LIES LIES LIES. Above all else, COMPLETELY IGNORE the nonsense on their website that says:
    # We aim to respond in 4 hours - it's nonsense
    # We have 3000 Gas Engineers - they don't seem to have any
    # We are 24/7 - my first engineer call has been 72 hours after we reported a loss of hot water
    Finally, the Engineer tells me that a new Diverter Valve is required, which will be ordered tomorrow and scheduled to arrive in a further 24 hours. Then, it should be fitted within another 24 hours. Yup; it's a 7 day service, not a 24/7 service! (Assuming, of course that things happen as the Engineer has said).

    If you're vulnerable or require prompt, HONEST OR PROFESSIONAL service, avoid 247 Home Service at any cost. Don't be drawn in by their cheap prices on comparison websites - we pay £30 per month for their very highest level of service, which hasn't amounted to anything when we require a 24/7 Home Rescue Service. The price we pay is equivalent to the highest level of service offered by British Gas whom have provided me with excellent service in the past. If only Lucy hadn't presuadued me to move!
    Oh, one other thing, I recorded all my calls and made detailed contemporaneous notes. I urge you to do the same if you are already in contract with them.
    • akkum
    • By akkum 12th Jan 17, 11:10 AM
    • 2 Posts
    • 2 Thanks
    {text removed by MSE Forum Team} **Be Careful"
    This sound like {Text removed by MSE Forum Team}. When my boiler went wrong Called them they came up and said some part is required and will fix in next couple of days. After couple of day received a call that problem cannot be fixed as it will cost £560 which less than your valuation of boiler. Till now it was ok. I asked them can you send me the detail of the job you have to do and cost will incur? They mentioned in call saying for security reason this detail cannot be sent. I had to do formal complain about why you are sending the detail of the work you have to do? also if any CORGI Register Gas safe engineer comes and fix in less price or diagnose different problem and fix it. will you take responsibilty? they are saying NO.

    They are not replying my formal complain. Also THEY ARE NOT REGULATED FINANCIAL CONDUCT AUTHORITY. They are independent.

    I had to talk to Financial Obudsman, Energy Obudsman. They cannot deal with this.

    BIG CATCH IS If you call for service or make a small claim, you are tied up with another 12 months contract. you cannot cancel until next one year. If you make a claim again in Next 12 months, The cancellation will be void.

    {Text removed by MSE Forum Team} Playing with normal people.
    Last edited by Former MSE Andrea; 24-10-2018 at 9:18 AM.
    • shutupurface
    • By shutupurface 13th Jan 17, 2:59 PM
    • 7 Posts
    • 1 Thanks
    Worried 24/7 Home Rescue customer
    I too am a 24/7 Home Rescue Customer. After reading all the reviews regarding their shocking customer service, I now realize what I have personally experienced so far, that I ain't going mad after all. It has left me slightly concerned as to what kind of boiler service I will receive. I booked an annual service check via their website which I cannot get until April!!. My renewal is in May 2017 for another year, I can honestly say I won't be renewing, it can't come quick enough
    • Sally Dodsley
    • By Sally Dodsley 16th Jan 17, 12:13 PM
    • 1 Posts
    • 1 Thanks
    Sally Dodsley
    What a rip off!
    Just want to add to the growing list of complaints about this organisation - what an absolutely dreadful service and potentially a scam. I should've known better - cheap cover for the boiler basically means that we aren't really covered at all. I so wish that I had found this thread and read these reviews before moving providers.

    Our boiler broke down last Friday and an engineer was dispatched to come and have a look at the problem. However, this cost £95 - not a call out charge, an excess charge apparently. However, seeing as they wouldn't dispatch an engineer until I paid this fee, I struggle to see this as an excess - how can it be an excess when they don;t know what the problem is? It's essentially a call out charge really isn't it. Nonetheless, desperate times, I just want it fixing, so paid the fee and the engineer arrived that afternoon. He spent about 5 minutes looking at the boiler, gave it a bang and then said he's order the new parts.

    Monday morning and the company have just called to tell me that the cost of the parts outweighs the cost of the boiler, they actually only cover 60% of the total cost of the boiler apparently, and 24/7 have therefore terminated my contract. The extremely helpful (!!!) adviser has also just told me I need to go & buy a new boiler. Well, I'll just pop down to that money tree I have at the bottom of the garden and go right ahead and do that. In fact, I might buy several, in a range of colours!

    To add insult to injury, I've just logged to my bank account to cancel any further direct debits and found that the company has taken another payment today.

    This organisation is a complete and total rip off, don't be fooled by the cheap monthly payments, you get exactly what you pay for, in fact possibly a bit less.

    Gutted and freezing!
    • Dad of Max
    • By Dad of Max 25th Jan 17, 11:39 AM
    • 2 Posts
    • 1 Thanks
    Dad of Max
    Sharp selling practice - avoid or at the very least read ALL the small print
    When signing up for the service last September, I told the sales adviser that our boiler was 17 years old - something that was confirmed in the confirmation letter - and no mention was made of any extra cost implications of the age of the boiler. I also took out a nil excess policy, which was similarly confirmed in the subsequent letter. The letter included no plain English summary of the service or contract, merely telling me to read the many pages long Terms & Conditions.

    When the boiler broke down in late-January (ie yesterday), the response was that my claim was rejected by the system and so they could not arrange an engineer to contact me unless and until I paid a £75 excess charge - and when I challenged it the response was bluntly "Its' in the T&Cs" and when I said that had not been pointed out in the correspondence the rejoinder was "It's not my responsibility to tell you what is in the terms and conditions" and effectively reiterated the ultimatum - pay £75 or I can do no more other than close down the call as I have other people to deal with.

    You are only able to speak to a manager by placing a callback request which means that they weill endeavour to call back in the next 48 hrs, but that is not guaranteed and, having read the other posts, I am not holding my breath! Talking to a supervisor simply results in a repeat of the 'script' adopted by the call handler, who similarly closes the call once they have reiterated 24|7's position.

    When calling retentions / cancellations today, seeking a cancellation and refund of the subscriptions paid to date on the grounds of an unfair contract, the curt response is that a refund cannot be made and any cancellation (despite not having made any call on their services) requires my prior approval to pay any fees due in the next 30 days - and I was warned that if the direct debit were to be unilaterally cancelled by me that the matter would be passed to the debt enforcement team who would take action such that costs for me would accrue (implicitly a threat to damage your credit score and to add extra charges). During the next 30 days, no claims would be entertained - so you pay but have no service! If I did not agree to pay a further 30 days'subcription, the contract would run and they would continue to collect the direct debit

    Finally, beware of the service you are likely to get if you make a claim - all that 24|7 do is arrange for an engineer to call you 'within the next 24 hrs' to offer you an appointment but without any guarantee of the timescale that offer of an appointment might be within. If the engineer fails to call you within 24 hrs, 24|7 say they will find another engineer to call you, again in the following 24 hrs.

    Clearly, 24|7 have no directly employed or managed engineers - they simply pass on your requirement to self-employed engineers.

    In summary:
    - unclear contracts
    - unfair contract terms
    - probable extra costs on any call out
    - seemingly no directly employed or managed engineers, merely self-employed contractors
    - no guarantee as to when an engineer might be at your home to fix your boiler
    - non-existent customer service, who will readily cut off your call if you raise any concerns
    - inability to speak to anyone who will take your concerns seriously

    I have passed on my concerns about unfair practice and contracts to Trading Standards - I'd urge you to do likewise if you have had similar experiences, as maybe 24|7 will take heed of them even if it treats its customers with contempt

    • annamarie23
    • By annamarie23 25th Jan 17, 12:39 PM
    • 1 Posts
    • 1 Thanks
    24/7 home rescue
    What a scam, 24/7 home rescue well it took 2 days for an engineer to come out plus we had to pay £75 excess on top of our monthly instalment, an engineer came out diagnosed the problem with our boiler and told us he needed to order the parts. We then got a call from 24/7 who told us we had to pay £245 to get it repaired . We took out cover to prevent us from paying big repair bills. The customer service is non existent and the staff are very unhelpful and rude stay away from this company
    • Sixtyfiver
    • By Sixtyfiver 26th Jan 17, 11:20 AM
    • 4 Posts
    • 0 Thanks
    British Gas Homecare scam
    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
    • nigelnw
    • By nigelnw 30th Jan 17, 12:11 PM
    • 1 Posts
    • 1 Thanks
    24 7 Home Rescue - AVOID AT ALL COSTS. COMPLETE CON.
    Foolishly took our a boiler service plan with them a couple of months ago. Telephoned them today as the pressure in the boiler has dropped three times over the last few days. I was informed that as this is a simple topping up process which the customer can do, I was not covered. When I pointed out that there is obviously a fault which is causing the pressure to drop, they responed that unless the boiler was completely broken down, I wasn't covered. What a joke they are. I've now cancelled the contract with them as it seems they are a complete waste of time. BBC Watchdog will be informed - I hope other members will do the same.
    • bethjames1979
    • By bethjames1979 1st Feb 17, 9:59 PM
    • 1 Posts
    • 1 Thanks
    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.
    • kitkat180
    • By kitkat180 10th Feb 17, 12:03 PM
    • 1 Posts
    • 1 Thanks
    Avoid this company at all costs!!!!
    would be surprised if anyone has had their boiler successfully repaired by this firm, I wish I had read some of these reviews before signing up, could have saved a lot of money and distress!

    I took out boiler cover with them in November 2016 and last weekend the boiler started leaking... I called 247 and paid my £75 excess. They arranged a sub- contracted engineer to attend the next day. The engineer called me once he had attended to advise which part was leaking and that it could be easily replaced, just needed authorisation to order the part.

    The next morning I got the same phone call that so many others unfortunately seem to have had: stating that the boiler was deemed beyond economical repair as the cost of the repair was more than 60 percent of the boilers 'value' as determined by them and as such they would not authorise it. The guy on the phone lied about the cost of the work quoted then tried to get me to pay an additional £240 to get a manufacturers repair and was very pushy. Suspicious of this I called the engineer back who had attended and he confirmed that he had quoted them £232 all inclusive for the job. Now in an email 247 rescue had put a value on my boiler of £414 so the repair was 56% of the value!

    Despite numerous phone calls with different stories and lies from each person I spoke to and no-one returning calls they still refused to authorise the repair claiming that the engineer had identified ' a number of components' requiring replacement. I have asked for proof of this, which I know there is none as I ended up having to pay the same engineer privately the £232 to get the part replaced and boiler fixed and he said he has had no more contact from them. They will say anything to avoid paying out a claim. 247 home rescue seem only interested in collecting your monthly payments and £75 excess then leaving you in the lurch. My email of complaint has been ignored. I just hope this review might stop others signing up and wasting their money!! I will be reporting to trading standards and watchdog to hopefully get them investigated.
    Last edited by kitkat180; 10-02-2017 at 12:05 PM.
    • Md2474
    • By Md2474 26th Feb 17, 2:29 PM
    • 1 Posts
    • 2 Thanks
    Mr M Dunn
    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.
    • JackTheLadv-va
    • By JackTheLadv-va 27th Feb 17, 10:46 PM
    • 1 Posts
    • 0 Thanks
    Terrible Service
    I signed up for a monthly contract with a landlord safety certificate.
    I wanted the safety certificate to be carried out earlier and had to pay £60 upfront for this service. This reduced my monthly bills.
    When I called to cancel my contract under the 30 day policy I was told that I was under a 12 month contract as I had the gas safety carried out. This is despite paying the going rate for the certificate to be carried out. There was no mention of this from the advisor when I paid for the safety certificate upfront.
    The customer service team are very rude and not helpful. I would recommend going with a slightly more expensive company with better customer service.
    I have also reported this company to BBC Watchdog.
    • alison shipston
    • By alison shipston 8th Mar 17, 10:50 AM
    • 1 Posts
    • 1 Thanks
    alison shipston
    £508 for 2 BOLIER SRVICES!!
    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.
    • carlchester
    • By carlchester 9th Mar 17, 7:16 PM
    • 1 Posts
    • 1 Thanks
    Avoid at all costs
    Avoid this company at all costs. I called them to report a boiler fault only to be told that the repairs exceeded the value they were willing to pay so could not be carried out. I was then informed that the £75 fee I had paid to contribute to any potential repairs was in fact a call out fee and non refundable precisely because the repairs did not meet their terms and conditions. £75 payment for a 15 minute engineer visit to be told 'we cannot fix your boiler'. I have complained to be met with appalling, argumentative customer service staff and an 8 week estimate of when my complaint will receive a response. Save yourself the headache and pay extra for reputable cover.
    • B_M
    • By B_M 10th Mar 17, 8:54 AM
    • 713 Posts
    • 530 Thanks
    I would fully advise anyone caught up with the 247 issues to contact Adviceguide. An arm of the CAB, but more dedicated. They will then pass on your complaint to Trading Standards and they should contact you with 2 working days. I believe Trading Standards are fully aware of 247 and how they operate(?) and are investigating them. The more ammunition they can gain from multiple complaints, the better chance of hitting 247 hard.

    Adviceguide - 0345 4040506

    Good luck
    No payments from financial products from cash back sites? Put in a complaint direct and if they don't resolve your issue, head straight to the financial ombudsman - it costs the company £550 in referral fees, win or lose.
    • arnie1
    • By arnie1 14th Mar 17, 2:49 PM
    • 1 Posts
    • 1 Thanks
    Warning 247 cover
    Avoid this company at all costs. I called them to report a boiler fault only to be told that the The boiler is over 10 year old and I have to pay £75.00 upfront for engineer to come out..3 days later he did come out and told me it needed a diverter valve and Have to wait for home rescue to authorise 2 more days later they phoned me in work and then was told that the repairs exceeded £500.00 And I had to pay 40 persent of the cost and they pay the 60 percent cost they demanded over £300.00 or they cancel my policy then there, which I said I have to get advice first..when I got home and went on line they had cancelled my policy.i then checked with a local Plummer how much does it cost to replace a diverter valve on a valiant combi boiler he said it should cost no more than £250.00 parts and labour.well if I payed home rescue the £375.00 they wanted I would be paying for it all and they are not paying anything.what is my £15.00 a month service plan for .? I had get a local Plummer to fix in the end as I needed hot water as I got young children .
    • p00
    • By p00 16th Mar 17, 1:49 PM
    • 705 Posts
    • 1,564 Thanks
    I feel this company is a complete ripoff.

    Joined 26th January.

    Today I had to book a callout which was declined as i had to prove the boiler had been serviced in the last 12 months. I assumed this was the 12 months prior to going with 24/7. But no its within 12 months to the call out date. When I said well Ive been waiting for you to come out and do your initial service I was told that they dont do the 'free' service until between month 8 and 12.

    This in all likelyhood means that your previous service ownt fall within the 12 month period when you need them.

    I was charged £75 for the engineer to come out then 24/7 rang me to tell me I could book a service for £60 which then reduces the monthly payments - so in effect it is included in a round about way. This simply means you are covered for the next 12 months BUT it also means that they get £60 up front at the start of the policy.

    As far as I know all other companies start your cover from about 7 to 14 days after signing up and then soon after come out to check your boiler/service. ALL companies Ive been with have done this.

    I might as well have gone with someone with the excess charge as its cost me £75 anyway and Im not even certain that covers the parts. Waiting for a phone call from them.

    I cant comment on long time customer care. The lady I spoke to was very nice.

    But it appears that this company is not what it seems. No doubt somewhere in the small print its hidden. For the average person this 12 month since your last service thing is a bit vague.

    The engineer that came out lives down the road from me and subcontracts. Not that I mind subcontractors at all but he said he received a call from them asking if he could call at mine since its close to where he lives. Lovely lad.

    I simply dont trust this company now. Obviously if I dont pay for the service now and the boiler breaks down itll cost me another £75. A good ploy by them not doing their own service until your cover is nearly over.

    I wont be renewing with them anyway
    • p00
    • By p00 16th Mar 17, 5:57 PM
    • 705 Posts
    • 1,564 Thanks

    Well I received the phone call. £245 plus the £75 for the engineer.

    Ideal themselves will be coming out and if paid before 4.30pm its guaranteed no later than Saturday.

    Call from Ideal boilers. CANT COME OUT UNTIL MONDAY.

    Rang 24/7 and they said they have no control over Ideals engineers timescales. Lying B*******S.

    Ive asked for a copy of the engineers reports so I can check Ideal do all the things on the report and stay the required time I have been charged for. Namely 4hrs labour.

    Never again with these and Ill ring trading standards tomorrow.

    • boswick
    • By boswick 17th Mar 17, 12:20 PM
    • 3 Posts
    • 3 Thanks
    Stay away!!
    I cannot believe how bad this company is. I called to make a claim after opening an account with 24/7 3 months ago.

    (I had received no contract from the company and forgot to chase this.) busy busy!!

    When telephoning to make a claim I had to wait while the adviser added my details to see if i was covered for dropping pressure to my boiler. I was told NO!!. i asked why, I was told it stated this in my contract. i explained I had not received a contract, to be told it was send to a different email address. funny that the direct debit was in the correct name!!!:
    I asked to speak to a manager, i was told he would call in 24-48 hours. after getting no where at all, I ended the call through frustration and the adviser was not helpful at all.

    I logged on to my account with the reference number I had now been given to check the cover. ''surprise surprise'' no mention of not been covered. one comment only in exclusions ''any outstanding repairs need to be dealt with before entering in to contract''...
    I called back to be put through to a charmless rude adviser called Chantelle who would not let me get a word in at all. when I finally told her my contract said nothing about not been covered, answer she interrupted and asked me when the problem occurred I said a week ago, she quickly said I was not covered as it clearly says it has to be reported in 24 hours. it doesn't on the online contract I now have access to I again tried to speak stating I have not had a contract sent to me she then said is your email address ************ I said yes she then said its been sent to you. I replied why did your colleague say its been sent to a different address? every time I gave an answer she changed to something different, and continued to talk me down.. I asked again to speak to a manager and was told he would tell me the same.
    I said what am I paying for, as it appears to be nothing. I am going to report the company to ombudsman. she was not phased, and continued to be rude and complaisant.

    Where is the imaginary contract that I should have. I have never made a claim for any insurance, so cannot believe i have been treated this way. I would laugh if I wasn't so upset. this must be fraud, and I truly believe that any good reviews are action-ed with in the company.
    This is the first bad review of any kind I have posted. I feel totally betrayed by these cowboys.

    What can I do?
    • B_M
    • By B_M 23rd Mar 17, 9:40 PM
    • 713 Posts
    • 530 Thanks
    I am going to report the company to ombudsman. she was not phased, and continued to be rude and complaisant.

    What can I do?
    Originally posted by boswick
    An Ombudsman? Sadly, they appear to be unregulated, or self-regulated. Yes, they will laugh in your face and even taunt you.
    Stick to insurance backed schemes as at least they are regulated.

    Trading Standards are on their case, so maybe give them a call. {Text removed by MSE Forum Team}
    Last edited by Former MSE Andrea; 11-09-2018 at 1:58 PM.
    No payments from financial products from cash back sites? Put in a complaint direct and if they don't resolve your issue, head straight to the financial ombudsman - it costs the company £550 in referral fees, win or lose.
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