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  • FIRST POST
    • cheesedoffwithdebt
    • By cheesedoffwithdebt 4th Aug 16, 6:00 AM
    • 322Posts
    • 292Thanks
    cheesedoffwithdebt
    Big warranties/go assist- anyone come across them?
    • #1
    • 4th Aug 16, 6:00 AM
    Big warranties/go assist- anyone come across them? 4th Aug 16 at 6:00 AM
    My old Miele washing machine broke down this week and I understand that only Miele themselves will repair their own products. I googled to locate them and inadvertently contacted a company whose site was something like Miele pros .that appears to be a cover for the true company which is either go assist or big warranties - I have emails from both so I'm not sure who I did business with.

    They said they get Miele out but do fixed price repairs plus a warranty. It sounded good so I signed up but then got emails from two companies, go assist and big warranties.

    Miele finally called to say they didn't have any available slots for two weeks and in all of this I decided it was probably time to get a new machine.

    Checking the terms and conditions from these companies I had cancellation rights but they said they wanted notice in writing so I sent an email asking for a refund of the first months warranty premium plus the fixed price repair cost.

    My beef is that as a consumer I have the right to do this- as they didn't reply to my email I called yesterday and was subjected to the rudest tirade from their cancellation team. They should not comment on my choosing to cancel - the guy was an abject bully implying i was making a huge mistake and refusing again to write and confirm they'd processed my cancellation request. He was both rude and sarcastic- If i was an elderly or vulnerable person I might have capitulated .

    He was carping on about them being fca regulated - in that case they are obliged to have robust procedures involving treating customers fairly and responding to complaints whether oral or written .

    Not sure what my next move will be - I've contacted visa who said they'll take it up it the refund doesn't show after five working days .

    On principle I feel I should take this further to protect other potential customers- any ideas ?
    now debt free and determined to maintain good spending habits and build savings
Page 1
    • DCFC79
    • By DCFC79 4th Aug 16, 9:03 AM
    • 32,130 Posts
    • 20,212 Thanks
    DCFC79
    • #2
    • 4th Aug 16, 9:03 AM
    • #2
    • 4th Aug 16, 9:03 AM
    The big warranties are fsa regulated so maybe it was them who you spoke too. If it were me I would have gone direct to miele themselves.
    • cheesedoffwithdebt
    • By cheesedoffwithdebt 4th Aug 16, 10:02 AM
    • 322 Posts
    • 292 Thanks
    cheesedoffwithdebt
    • #3
    • 4th Aug 16, 10:02 AM
    • #3
    • 4th Aug 16, 10:02 AM
    I would have dcfc79 but the initial website looked like it was the Miele repairs site- they use it as a front for the warranty business . I feel it breaches a lot of consumer regulation by not being clear- I'm no dunce and it confused me
    now debt free and determined to maintain good spending habits and build savings
    • Alice Walker
    • By Alice Walker 4th Aug 16, 11:21 AM
    • 535 Posts
    • 1,228 Thanks
    Alice Walker
    • #4
    • 4th Aug 16, 11:21 AM
    • #4
    • 4th Aug 16, 11:21 AM
    Are they issuing you with a refund? If so, probably best to let it go.

    What is the name of the website in question? The closest I could find was www.mielerepairpros.co.uk, which is very clearly not an official Miele site. Perhaps it was a different one?
    • cheesedoffwithdebt
    • By cheesedoffwithdebt 4th Aug 16, 12:15 PM
    • 322 Posts
    • 292 Thanks
    cheesedoffwithdebt
    • #5
    • 4th Aug 16, 12:15 PM
    • #5
    • 4th Aug 16, 12:15 PM
    As long as the refund comes through- sorry but when a company is that arrogant I feel it warrants a bit of a mention in a public forum- job done.
    now debt free and determined to maintain good spending habits and build savings
    • cheesedoffwithdebt
    • By cheesedoffwithdebt 4th Aug 16, 12:23 PM
    • 322 Posts
    • 292 Thanks
    cheesedoffwithdebt
    • #6
    • 4th Aug 16, 12:23 PM
    • #6
    • 4th Aug 16, 12:23 PM
    Are they issuing you with a refund? If so, probably best to let it go.

    What is the name of the website in question? The closest I could find was www.mielerepairpros.co.uk, which is very clearly not an official Miele site. Perhaps it was a different one?
    Originally posted by Alice Walker
    The point is- the site Miele repair pros is a cover for contacting a warranty company. I got the impression from it that they were able to repair Miele products, in fact they just do the warranty and get Miele in. Under fca rules advertising and promotions must be clear and not misleading- two of my friends saw it the way I did- it's not clear .
    now debt free and determined to maintain good spending habits and build savings
    • Watthot
    • By Watthot 3rd Dec 16, 8:52 AM
    • 1 Posts
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    Watthot
    • #7
    • 3rd Dec 16, 8:52 AM
    Rubbish Service
    • #7
    • 3rd Dec 16, 8:52 AM
    We took out a policy with Big Warranties, paid a one off repair cost for our dishwasher and the first monthly premium to cover all our kitchen equipment. One month later our dishwasher still isn't fixed. When you phone customer services they are very apologetic but that's as far as it goes. We've had an engineer here twice, both times we've been told the dishwasher is fixed but it isn't. They wont give us our money back (£180) and seem very unwilling to help in any way. Calls and emails don't get returned. It took 3 phonecalls over 2 weeks to get the policy documents emailed to us! We have received a very quick phonecall followed by an email when they couldnt collect the next month's premium however! I wouldnt advise anyone to use this company, the service is awful! We're beginning to think it's a scam! Really dont know what to do now, any advice would be much appreciated.
    • mfowlis
    • By mfowlis 20th Apr 17, 5:39 PM
    • 6 Posts
    • 5 Thanks
    mfowlis
    • #8
    • 20th Apr 17, 5:39 PM
    Rip off! Avoid "Go Assist" / BIG Warranties!
    • #8
    • 20th Apr 17, 5:39 PM
    Booked a repair (fixed price parts and labour) at a date the following week for repair. Have all details of cooker and parts needed. Confirmed price/that was all included in this, and date twice on the phone.
    They do this dubious arrangement of splitting the cost into the repair and warranty on the repair/cooker.
    Engineer called to check model/fault etc. No show on the date agreed, called engineer and he said parts hadn't been ordered as needed approval by service company. Called service company chasing, giving details again.
    Then get email saying the cost of parts and labour exceed the "limit" and the repair will cost another £117 on top of the "one price parts and labour" already paid!
    I reject the repair at this point (it's now a lot more expensive than other options, plus not repaired when agreed).
    I email company advising rejecting under distance selling regulations as under 14 days.
    Two days later get call from obnoxious agent who argues about why I am cancelling the repair, and then says they are withholding £79 odd of the amount paid as an "admin fee", when I tell him they can't do that under the distance selling regs he says they don't apply.

    Email them to confirm I dispute them withholding any monies.

    Not sure if I have any recourse via Credit card company that I paid on.

    Please avoid this company! Hiking price from what agreed and then charging a penalty for cancelling is very dodgy practice!
    http://img35.exs.cx/img35/9710/micheal5kr.gif
    • Sharms
    • By Sharms 17th Oct 17, 2:26 PM
    • 2 Posts
    • 1 Thanks
    Sharms
    • #9
    • 17th Oct 17, 2:26 PM
    One off fixed price repair and warranty
    • #9
    • 17th Oct 17, 2:26 PM
    This is a disgraceful company stay away. If they fix your problem you are the lucky ones. Any sort of issues They spurt terms and conditions. Heartless and souless staff.
    After taking out a repair with a £200 one off payment and £8:95 and month warranty. 6 weeks and 4 engineers visits later (this is after I had to constantly call them enquiring about had appointments been booked, had parts arrived were the engineers actually coming as no contact) I was still without a fridge. They were aware from the start I had two young children and was having to buy food daily as fridge. I decided to cancel my contract and wright off the monies paid (not to mention an extra£100 pounds for parts, they did not mention considering I had £200 all in fix booked) and buy a new fridge. Called them to cancel and told ok. Then a week later started receiving texts and emails to contact them. Guess what they now want £50 to cancel a policy for a fridge they failed to fix so never was actually covered. And the snake of a company is trying to take the money out my account without my authorization.
    Be very wary of these people. They sublet all the work out and even though I was signed up to Go Assist. It's BIG Warranties and 3rd party engineers you deal with
    • Sharms
    • By Sharms 17th Oct 17, 2:26 PM
    • 2 Posts
    • 1 Thanks
    Sharms
    This is a disgraceful company stay away. If they fix your problem you are the lucky ones. Any sort of issues They spurt terms and conditions. Heartless and souless staff.
    After taking out a repair with a £200 one off payment and £8:95 and month warranty. 6 weeks and 4 engineers visits later (this is after I had to constantly call them enquiring about had appointments been booked, had parts arrived were the engineers actually coming as no contact) I was still without a fridge. They were aware from the start I had two young children and was having to buy food daily as fridge. I decided to cancel my contract and wright off the monies paid (not to mention an extra£100 pounds for parts, they did not mention considering I had £200 all in fix booked) and buy a new fridge. Called them to cancel and told ok. Then a week later started receiving texts and emails to contact them. Guess what they now want £50 to cancel a policy for a fridge they failed to fix so never was actually covered. And the snake of a company is trying to take the money out my account without my authorization.
    Be very wary of these people. They sublet all the work out and even though I was signed up to Go Assist. It's BIG Warranties and 3rd party engineers you deal with
    • Saz1970
    • By Saz1970 22nd Nov 17, 1:07 PM
    • 1 Posts
    • 0 Thanks
    Saz1970
    I have also had a terrible experience with Go-Assist and Big Warranties after contacting them to get my dishwasher repaired. I'm taking advice from Citizen's Advice and am in dispute them for a refund but so far they haven't replied to any of my recorded delivery letters. AVOID! I wish I had.
    • WALK9763
    • By WALK9763 7th Dec 17, 4:42 PM
    • 15 Posts
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    WALK9763
    I've also had a bad experience with Go Assist. My credit card claimed a Charge Back which Go Assist are trying to argue but they haven't got a leg to stand on so I'm hopeful.
    What I don't understand is that if you look for Go Assist reviews there are some fairly good ones on reviews.co.uk (how do you leave a review on that website by the way - or are you invited by the company)
    But if you look on Trust Pilot, Go Assist comes under the name of The Home Company and EVERY review is trully shocking.....
    • Kart
    • By Kart 7th Dec 17, 5:45 PM
    • 1 Posts
    • 0 Thanks
    Kart
    oh wow... i thought i was the only one facing issues with them.. so there are others too .. I had a very similar experience where i was promised a fixed price for the repair of the appliance which i paid and the engineer came home and then they said its more complicated than they expected , hence i have to pay more .. When i tried to cancel this , they said i need to pay £79 !. And the surprising thing was that they already started the warranty (took £8.99) on the appliance which was defective and they refuse to cancel automatically and i have to pay £50 to cancel !! Unbelievable . I should have gone for a local repair person. I repent now . Tired of calling them and arguing my case .

    What if i cancel with the bank the monthly recurring debit they seem to have set up ? will that affect me adversely in anyway ?
    Thanks..
    • PeteZadoe
    • By PeteZadoe 11th Dec 17, 7:28 AM
    • 1 Posts
    • 1 Thanks
    PeteZadoe
    Confidence tricksters
    Go assist cheat on their feedback page. Basically they ask for a review based on the initial call - before people suss that they're cynical gonnifs. They only show reviews with lots of stars, so I went back and reviewed again - I gave 5 stars, but gave a really bad review, as they deserved. It's now showing on the review page.

    I got done by them last weekend - the usual thing - got a call 2 minutes after I hit their deceptive "free quote" button - was conned into thinking I'd get a repair for 169 quid whatever happened, and hustled into taking insurance, smacked dizzy by a speed recitation of contractual details. I gave a detailed description of the problem, the phone contact said she'd talk to an engineer - put me on hold - came back saying sure, the problem was fixable - and no, a repair would never cost more than 169. When the repairman called it was obvious he hadn't been given the details at all - so I'm looking at paying about 80 quid charge on a callout that was unnecessary. On his way out the door he said I'd get a call from the go-assist office. I didn't. To test their availability I contacted them to pretend I wanted anaohter repair - got a callback in 7 minutes.

    Their arses are well covered. Warn people not to go near them from the start.
    • sabretoothtigger
    • By sabretoothtigger 19th Jan 18, 5:52 PM
    • 10,006 Posts
    • 6,601 Thanks
    sabretoothtigger
    It really is best to buy new with a warranty. John Lewis offer 5 year cover on models and that is the cheapest most reputable source because they have their brand name on the line.

    The cost of this service even if it worked is at least 350 a year, basic warranty in UK is 1 year which means you pay more in insurance then many appliances cost even if 1 broke down every year.

    keywords for google:

    Go-Assist
    "Go assist"
    all appliance insurance coverage
    go-assist.co.uk
    Last edited by sabretoothtigger; 06-03-2018 at 1:22 AM.
    Tokyo residential prices have gone from 4x London in 1990 to ¼ London in 2014
    Maybe this is one of those cases where you can’t go home again,
    by Ben S. Bernanke, former Fed chairman
    • cooky1234
    • By cooky1234 5th Feb 18, 3:25 PM
    • 1 Posts
    • 0 Thanks
    cooky1234
    Dispute with Big Warranties
    I have also had a terrible experience with Go-Assist and Big Warranties after contacting them to get my dishwasher repaired. I'm taking advice from Citizen's Advice and am in dispute them for a refund but so far they haven't replied to any of my recorded delivery letters. AVOID! I wish I had.
    Originally posted by Saz1970
    If you have a specific financial complaint- as long as you have first attempted to resolve following the company's complaint procedure you can proceed to the ombudsman. Unfortunately we pursued to no avail as I didn't notice premiums were not being taken for a lengthy period ( I think this is why)
    .
    I have been in dispute with Big Warranties - this involved another company who we had never heard of called Tobell insurance. Dealing with more one company relating to one insurance policy causes confusion to say the least. Sat Nav was another name on our bank statement. . Apparently the policy was taken out over the phone years ago but they didn't record calls then. I am ashamed to say that I was not aware the quarterly low amount payment was being taken until closer inspection of my statement I suddenly noticed this unusual payment. I think this has largely scuppered me and contributed to my complaint being unsuccessful. We have no recollection of taking out the insurance and still are none the wiser . Like you- initially I sent my complaint to the company registered mail - no response. They say they never received it though I could track the letter and it was signed for. It was only when the ombudsman contacted them that they sat up and rang me back. Also they say that we were sent renewal notices which we did not receive. However because they sent them to the correct address then apparently they've done what they should and this is sufficient evidence that we knew about the policy. The fact is though, that the policy we supposedly took out by phone will be renewed if they do not get a response to the renewal notice. Read what you will into that.

    The frustration is not so much the money now, but more that other people could continue paying insurance for the rest of their life if they continue to miss fact the money is going out of their account and not receive the renewal notices sent to them! Rant over

    So I would go to the ombudsman if you feel you have fulfilled your end of the bargain. As I say, I wish I had been more diligent with my bank statement and checked every single item You may have better luck.


    Oh and by the way- a previous post on this site mentioned about cancelling the policy. I stopped the payment as soon as I noticed it was being deducted. Following 2 phone calls querying their inability to collect payment, an officious woman rang me to say I couldn't cancel without signing a form. I said I would not be signing anything but she insisted she would be sending the form out. We never received this form. However, we did receive a letter querying where our payment was and a second saying unless we paid up we would be out of compliance. I have not made any further payments as we did not need this insurance. Oddly only communication has been when the payments stopped.
    Last edited by cooky1234; 05-02-2018 at 4:02 PM.
    • EmmaC2016
    • By EmmaC2016 14th Feb 18, 10:41 PM
    • 2 Posts
    • 2 Thanks
    EmmaC2016
    Stay clear! We had an issue with a cooker, charged £149 upfront, came out and said couldn't fix it. They sided completely with their engineer and have accused us of basically bending the truth. Note all their website reviews are glowing and 5 stars!!! Poor customer services and would not recommend to anyone.
    • EmmaC2016
    • By EmmaC2016 14th Feb 18, 10:45 PM
    • 2 Posts
    • 2 Thanks
    EmmaC2016
    A week they expected us to be without a cooker! Said they knew what problem was over the phone and when they came couldn't fix it. £149 down the drain.
    • boo_star
    • By boo_star 14th Feb 18, 11:08 PM
    • 1,571 Posts
    • 914 Thanks
    boo_star
    A week they expected us to be without a cooker! Said they knew what problem was over the phone and when they came couldn't fix it. £149 down the drain.
    Originally posted by EmmaC2016
    Then raise a claim via MCOL.

    Things being “unfixable” isn’t uncommon but saying they can fix it means they should do that or at least not charge you for the privilege of saying they can’t.
    • dgreenwo
    • By dgreenwo 28th Feb 18, 2:49 PM
    • 1 Posts
    • 0 Thanks
    dgreenwo
    How are they still in business...?!
    I'm raising with the FCA as they sent me a letter telling me that it's an insurance policy but they are not regulated by the FCA, whereas the Big Warranties part is...


    The problem with all these companies is that you only discover this information after you make the mistake of using them!!!
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