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  • FIRST POST
    • scd3scd4
    • By scd3scd4 2nd Oct 17, 1:13 PM
    • 974Posts
    • 831Thanks
    scd3scd4
    24/7 Home rescue. {Text removed by MSE Forum Team}
    • #1
    • 2nd Oct 17, 1:13 PM
    24/7 Home rescue. {Text removed by MSE Forum Team} 2nd Oct 17 at 1:13 PM
    Pasted from TrustPilot


    Steven Powell.....


    247 Home Rescue offered me a month's free cover if I left them a five-star review so I am somewhat dubious about the authenticity of their reviews now but - so far so good. The website was easy to use and it appears that their products are the most competitive in the market. The only thing I found slightly confusing is that the product benefits are jumbled up across each cover level which makes it a bit more difficult to see what additional benefits each level offers.




    TrustPilot are as bad.........they know this is a rogue company.


    https://www.trustpilot.com/review/247homerescue.co.uk
    Last edited by MSE Andrea; 11-09-2018 at 9:18 AM.
Page 3
    • jk0
    • By jk0 11th Sep 18, 3:58 PM
    • 2,494 Posts
    • 25,503 Thanks
    jk0
    I take it it's too late to just get that board? A new boiler must cost way over that mustn't it?
    • Imperialrs
    • By Imperialrs 12th Sep 18, 10:47 AM
    • 2 Posts
    • 0 Thanks
    Imperialrs
    They didnt even want to pay for board it was uneconomical
    • 247homerescue
      Verified User verified user
    • By 247homerescue Verified User verified user 14th Sep 18, 12:34 PM
    • 69 Posts
    • 0 Thanks
    247homerescue
    Dear Georgemcc,

    Thank you for your feedback.

    If a logged issue is deemed as ‘Beyond Economical Repair’ this means that our technical team have calculated the cost of repair as 60% or more than the manufacturer’s current recommended retail price based on all the circumstances presented.

    Without having received reference details though, we are unable to provide a comment to your particular case and would invite you to contact our team directly by email at socialmedia@247homerescue.co.uk should you wish to discuss this matter further.

    Regards,

    Lauren 24/7 Home Rescue
    Verified Company
    I am a verified representative of 247 Homerescue. MSE has given permission for me to post in response to queries about the company so that I can help solve issues. You can see my name on the Verified Companies list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE.
    • 247homerescue
      Verified User verified user
    • By 247homerescue Verified User verified user 14th Sep 18, 1:43 PM
    • 69 Posts
    • 0 Thanks
    247homerescue
    Dear paddyc1,

    Thank you for your feedback.

    If a logged issue is deemed as ‘Beyond Economical Repair’ this means that our technical team have calculated the cost of repair as 60% or more than the manufacturer’s current recommended retail price based on all the circumstances presented.

    Without having received reference details though, we are unable to provide a comment to your particular case and would invite you to contact our team directly by email at socialmedia@247homerescue.co.uk should you wish to discuss this matter further.

    Regards,

    Lauren 24/7 Home Rescue
    Verified Company
    I am a verified representative of 247 Homerescue. MSE has given permission for me to post in response to queries about the company so that I can help solve issues. You can see my name on the Verified Companies list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE.
    • 247homerescue
      Verified User verified user
    • By 247homerescue Verified User verified user 14th Sep 18, 1:46 PM
    • 69 Posts
    • 0 Thanks
    247homerescue
    Dear Andy88,

    Thank you for your feedback.

    Without having received reference details, we are unable to provide a comment to your particular case. Should you wish to discuss this matter further, we would invite you to contact our team directly by email at socialmedia@247homerescue.co.uk.

    Regards,

    Lauren 24/7 Home Rescue
    Verified Company
    I am a verified representative of 247 Homerescue. MSE has given permission for me to post in response to queries about the company so that I can help solve issues. You can see my name on the Verified Companies list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE.
    • 247homerescue
      Verified User verified user
    • By 247homerescue Verified User verified user 14th Sep 18, 1:52 PM
    • 69 Posts
    • 0 Thanks
    247homerescue
    Be wary they only pay out on complete breakdown of boilers - their terms and conditions are worded in such as way that they only cover FULL breakdown of a boiler. My boiler was malfunctioning but still providing heating/water. They still took £95 excess for an engineer to come out, knowing full well I was not covered. They tell you it's not covered after the engineer has diagnosed it. Too late and they have your money! . It got from bad to worse. The first engineer said it was just a service it needed and he would be back. I had to pay an additional £40 for this to be done. After I paid a second engineer came out and said it was a misdiagnosis and that it was in fact a blocked heat exchanger. They wanted another £240 for this to be done. At this point I said I won't pay any more. I asked for £40 refund as they did no work, but was refused. Also be aware that they are not regulated by the FSA which makes any dispute almost impossible to progress. AVOID, they are a non-regulated SCAM Company!!
    Originally posted by theboilerman
    Dear theboilerman,

    Thank you for your feedback.

    Without having received reference details, we are unable to provide a comment to your particular case. If you do wish to discuss this matter further, we would invite you to contact our team directly by email at socialmedia@247homerescue.co.uk.

    Regards,

    Lauren 24/7 Home Rescue
    Verified Company
    I am a verified representative of 247 Homerescue. MSE has given permission for me to post in response to queries about the company so that I can help solve issues. You can see my name on the Verified Companies list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE.
    • 247homerescue
      Verified User verified user
    • By 247homerescue Verified User verified user 14th Sep 18, 1:55 PM
    • 69 Posts
    • 0 Thanks
    247homerescue
    Hi

    These people need to be stopped, one big scam. Was without heating for 9 days and they tried to get money off me numerous times by quoting T&C's. I ended up fixing heating myself. They want a cancellation fee now.
    Here is my review on Trustpilot. https://uk.trustpilot.com/reviews/5a8f4e14d27b0a0594d029e6
    Originally posted by mikep72
    Dear mikep72,

    Thank you for your feedback.

    Without having received reference details, we are unable to provide a comment to your particular case and are struggling to view your Trustpilot review using the provided link. Should you wish to discuss this matter further, we would invite you to contact our team directly by email at socialmedia@247homerescue.co.uk.

    Regards,

    Lauren 24/7 Home Rescue
    Verified Company
    I am a verified representative of 247 Homerescue. MSE has given permission for me to post in response to queries about the company so that I can help solve issues. You can see my name on the Verified Companies list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE.
    • 247homerescue
      Verified User verified user
    • By 247homerescue Verified User verified user 14th Sep 18, 2:07 PM
    • 69 Posts
    • 0 Thanks
    247homerescue
    I'm a landlord, I have 24/7 for my boiler and emergency cover. I tried to claim recently for a boiler fault in my tenants flat and because the tenant didn't report the fault to me within 24hrs they declined the claim. I argued that a soon as the tenant had reported the fault to myself I then made a claim with 24/7 but they were having none of it. They just seem to look for a way to get out of paying a claim and they did it this time on a technicality. They also offered my an opportunity to pay £75 plus parts for a diagnosis and repair which was just marvellous of them!!! I told them exactly what they can do with that and have cancelled by direct debit immediately. Steer clear of these shysters!!
    Originally posted by Tonyski
    Dear Tonyski,

    Thank you for your feedback.

    It is correct that customers are required to telephone our helpline within 24 hours of the emergency occurring or within 24 hours of becoming aware of the emergency. Failure to notify us of the emergency within this timeframe could invalidate claims or result in an excess payment being incurred.

    Without having received reference details though, we are unable to provide a comment to your particular case. If you do wish to discuss this matter further, please contact our team directly by email at socialmedia@247homerescue.co.uk.

    Regards,

    Lauren 24/7 Home Rescue
    Verified Company
    I am a verified representative of 247 Homerescue. MSE has given permission for me to post in response to queries about the company so that I can help solve issues. You can see my name on the Verified Companies list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE.
    • 247homerescue
      Verified User verified user
    • By 247homerescue Verified User verified user 14th Sep 18, 2:13 PM
    • 69 Posts
    • 0 Thanks
    247homerescue
    Interesting reading your experience. I'm had awful problems with them and cannot get rid of them. Still they're trying to take money off me. I will definitely contact trading standards and rip off Britain about these charlatans
    Originally posted by Chalkyok
    Dear Chalkyok,

    Thank you for your feedback.

    For your particular case, we are unable to provide a comment. However, if you do wish to discuss this matter further, please feel free to contact our team directly by email at socialmedia@247homerescue.co.uk.

    Regards,

    Lauren 24/7 Home Rescue
    Verified Company
    I am a verified representative of 247 Homerescue. MSE has given permission for me to post in response to queries about the company so that I can help solve issues. You can see my name on the Verified Companies list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE.
    • 247homerescue
      Verified User verified user
    • By 247homerescue Verified User verified user 14th Sep 18, 2:26 PM
    • 69 Posts
    • 0 Thanks
    247homerescue
    I'm afraid I must add my name to the growing list of people who have been defrauded by this company.

    For us, it was on 2 counts:

    1. The name of the company is 24/7 Home rescue. I re-iterate 24/7.. Yet despite making a claim at 1200 on a Friday afternoon and telling them we have a 7 week old baby in the house, they refused to attend to us not having hot water or heating until between 0900 and 1700 the following Monday.

    2. Our claim was for a spark electrode which had failed, meaning we could not ignite our boiler. This went recently due to the cold snap and Beast of the East Snow.

    Despite us having a contract that states clearly that we have parts and labour covered for free, this sham of a company have tried to charge me an extra £80 for parts and labour because in their view "a third party damaged your boiler". I pushed them on this to find out if crazily they had decided that the third party as the snow?! They said no, the third party is ME! So apparently I, the policy holder, am a THIRD PARTY to my OWN contract?

    Hillarious.

    Yes my small claims court claim is already submitted.

    I hope to god this firm end up on Watchdog promptly and I would love to be one of the people to drive a nail into their sorry outfit.
    Originally posted by harryflash
    Dear harryflash,

    Thank you for your feedback.

    For households with residents over the age of 65 or children under the age of 5 are treated as ‘priority customers’ and we do put in extra effort to respond to their emergency claims as quickly as possible. However, without reference details, we are unable to provide a comment for your particular case. If you do wish to discuss this matter further, please feel free to contact our team directly by email at socialmedia@247homerescue.co.uk.

    Regards,

    Lauren 24/7 Home Rescue
    Verified Company
    I am a verified representative of 247 Homerescue. MSE has given permission for me to post in response to queries about the company so that I can help solve issues. You can see my name on the Verified Companies list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE.
    • 247homerescue
      Verified User verified user
    • By 247homerescue Verified User verified user 14th Sep 18, 2:49 PM
    • 69 Posts
    • 0 Thanks
    247homerescue
    In my opinion this company should be shut down and the directors put in jail.

    They take your money and give you nothing in return.
    Tried to take even more money when I wanted an engineer to visit.

    Then pointed to one of their Ts and Cs that said itf it wasnt completely broken then I wasnt covered (i.e. washing machine turned on but didnt wash howver they counted that as not completely broken)

    Also reported them to BACS who found in my favour as they setup an additional DD on my account without permission.
    Originally posted by dobba
    Dear dobba,

    Thank you for your feedback.

    For our appliance cover, a breakdown is defined as a sudden and unforeseen mechanical or electrical malfunction which results in the particular unit not working and there must be a complete breakdown of the appliance for a valid claim. However, without reference details, we are unable to provide a comment for your particular case. If you do wish to discuss this matter further, please feel free to contact our team directly by email at socialmedia@247homerescue.co.uk.

    Regards,

    Lauren 24/7 Home Rescue
    Verified Company
    I am a verified representative of 247 Homerescue. MSE has given permission for me to post in response to queries about the company so that I can help solve issues. You can see my name on the Verified Companies list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE.
    • 247homerescue
      Verified User verified user
    • By 247homerescue Verified User verified user 14th Sep 18, 2:56 PM
    • 69 Posts
    • 0 Thanks
    247homerescue
    Absolutely terrible company. I decided to take out the landlords policy after switching from Homeserve due to cost of premium. The tenants contacted me due to a leak. I contacted 24/7 to make the claim. They decided not to honour the claim saying they don't cover track and trace although they didn't need to track and trace as the tenants knew it was a leak. Ended up paying for a plumber to come out to fix the leak. I logged a complaint which they havnt even dealt with properly but have closed it. I had been trying to contact the dept for days to cancel both this and the rescue policy but unable to get through as dept constantly busy. I have sent a letter to cancel. Should have read the previous reviews. Do not take out landlords cover as not fit for purpose. Have gone back to using homeserve.
    Originally posted by Engravement
    Dear Engravement,

    Thank you for your feedback.

    Without your reference details, we are unable to provide a response for your particular case. If you do wish to discuss this matter further, please feel free to contact our team directly by email at socialmedia@247homerescue.co.uk.

    Regards,

    Lauren 24/7 Home Rescue
    Verified Company
    I am a verified representative of 247 Homerescue. MSE has given permission for me to post in response to queries about the company so that I can help solve issues. You can see my name on the Verified Companies list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE.
    • 247homerescue
      Verified User verified user
    • By 247homerescue Verified User verified user 14th Sep 18, 2:58 PM
    • 69 Posts
    • 0 Thanks
    247homerescue
    Engineer came out to do the annual free boiler service and then within 12 hrs my boiler pressure had hit rock bottom. Filled it up thinking that the engineer had messed around with the system and hadn’t filled it up again but it now keeps on going down. Phoned up 24/7 and they said that it is a coincidence and I would have to log it as a claim. Unbelievably bad customer service from the complaints department with no desire to help or sort out the problem. It seems like the engineer created a problem so they could get more money to fix it.
    Originally posted by Hannah.etc
    Dear Hannah.etc,

    Thank you for your feedback.

    Without reference details, we are unable to provide a response for your particular case. If you do wish to discuss this matter further, please feel free to contact our team directly by email at socialmedia@247homerescue.co.uk with the relevant information.

    Regards,

    Lauren 24/7 Home Rescue
    Verified Company
    I am a verified representative of 247 Homerescue. MSE has given permission for me to post in response to queries about the company so that I can help solve issues. You can see my name on the Verified Companies list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE.
    • 247homerescue
      Verified User verified user
    • By 247homerescue Verified User verified user 14th Sep 18, 3:09 PM
    • 69 Posts
    • 0 Thanks
    247homerescue
    *PLEASE READ THIS AND BEWARE* Ref: RA0244156 FOR AUTHENTICITY.

    I am a Landlord of 2 property's and took out full Cover for each of them (Premium Package £17.50 per month each property - £38 in Total) back in Jan 2nd, within just a week or so I was contacted by their 'customer services' team asking me, if was willing to leave a review on Trustpilot? Now I thought that's strange, as I haven't used any of their Services yet, so how could I! But they dangled a carrot saying they would give me a free month If I did so and sent me a link right into Trustpilot which i'll admit a stupidity filled in however, I only gave them a review on the monthly price I paid and what level of cover I had nothing else.


    SO MY FIRST POINT IS, LOOK AT MOST OF THEIR 5 STAR REVIEWS ON HERE - IT'S PEOPLE THAT'S JUST SIGNED UP AND TOOK THE CARROT PAYMENT LIKE I DID, THEY HAVENT ACTUALLY USED THEM YET!


    Come March I needed a gas safety certificate, called them up weeks before it and they said someone would call the next day to book my appointment, I made them fully aware my certificate ran out on March 16th so would need a date before that, I was told no problem! But I had to pay £60 upfront there and then as I hadn't paid enough monthly instalments yet but my monthly payment of £17.50 on that property would be reduced, so I paid it. Next day no one called! Second day still no phone call! By the third day I realised I had make a huge mistake joining this Company as by then I was asking around other Friends/Landlords and Gas Engineers telling me they were the worst Company around!
    I called them on the third day and complained big time, I was told I would be put on the 'Priority' list and the on duty manager would call me back in 10mins, 7hours later I got the call!


    NOW PLEASE REMEMBER THIS IS JUST TO BOOK THE APPOINTMENT DATE NOTHING ELSE!


    A was extremely annoyed at this point and knew this appointment was not going to happen, now, the earliest appointment I was offered??? YOU GOT IT, MARCH 16 THE DAY MY CURRENT CERTIFICATE EXPIRES! Now at this point I had to get guarantees that their engineer would have to keep the appointment that day and all guarantees were made, I took the day off work I was told I would receive a text the day before and the engineer would call between 08.00 - 17.30 I DID receive the text the day before, but still wasn't convinced he would call, I just had the gut feeling!


    GUESS WHAT FOLKS? YOU GOT IT, NEXT DAY WAITING ON ENGINEER TO CALL 10.58am TEXT MESSAGE SAYING, 'TODAYS APPOINTMENT HAS BEEN CANCELLED DUE TO ENGINEER HAVING TO ATTEND AN EMERGENCY ELSEWHERE, CALL THIS NUMBER TO REARRANGE APPOINTMENT'


    I called them and went off like a ballistic missile! Cancelled everything I had with them and demanded my £60 back, was told I would receive it within 3 working days, it didn't happen, opened a case through their Complaints Department and was told I would receive it within 10 working days! It was only when I contacted my Bank and made a Complaint about this Company I received my £60 back on April 5th THREE WEEKS LATER!


    YOU HAVE ALL BEEN WARNED!
    Originally posted by Paul P.
    Dear Paul P.,

    Thank you for your feedback.

    At the moment, we are unable to provide a response for your particular case using the details provided. If you do wish to discuss this matter further, please feel free to contact our team directly by email at socialmedia@247homerescue.co.uk.

    Regards,

    Lauren 24/7 Home Rescue
    Verified Company
    I am a verified representative of 247 Homerescue. MSE has given permission for me to post in response to queries about the company so that I can help solve issues. You can see my name on the Verified Companies list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE.
    • 247homerescue
      Verified User verified user
    • By 247homerescue Verified User verified user 14th Sep 18, 3:24 PM
    • 69 Posts
    • 0 Thanks
    247homerescue
    Complaint raised:
    Spoke to {personal details removed by MSE Forum Team} the retentions team and she has advised me to fill out this form. all details are logged on the system.

    Here is a log of what has happened:

    Around Mar 2017 I take out cover - payment of 60 taken for gas safety.
    Problem with 24x7 supplier and gas safety is not carried out on time - I am in breach of gas safety renewal
    Work finally carried out end of April but no copy of cert sent.
    numerous calls/webchats and cert finally received end of 2017.
    april 2018 - premium doubled.
    No gas safety performed or booked - in breach a second time.
    May 10 2018 - i call to cancel. Agent ratains by dropping premium and promising a better service.
    May 14 - I receive a text from my tennant that there is a leak and he sees water on the floorboards. Tenanant has limited english.
    May! 14 - first ever callout requested (after 1 year of no claims). I pass on information of a leak!and agents says due to lack of info for source of leak a security deposit is required. I explain that I will call tenant for more information. Agent advises that request has already been put through and no response will be given unless deposit is paid. I end the call and tenant advises that leak is coming from Tap. I call back and i am advised that 24x7 cannot send an engineer without payment of 30 - this is a callout charge.
    May 14 - I call cancellation and speak to Kaleb who says I am able to cancel but says that I should wait for outcome of engineer visit and he will call me back by end of the day to reveiw cancellation decision. I advise Kaleb that engineer for gas cert is due on may 15 and will this affect cancellation. He advises it will but he will call me before.

    NO CALLBACK RECEIVED FROM KALEB
    May 15 330PM- engineer arrive at site, declares the leak to be not covered, proceeds to service boiler.
    May 15 5PM I receive VM from tenant that boiler is no longer working.
    May 15 7PM - I pick up VM and log a call - agent advises that nobody will be sent at this is a callback and manager will phone - he will try to expedite.
    May 16 - 9AM - agent phones and tells me that I have to pay to get repairs carried out and engineer visit and boiler failure are pure co-incidence. I ask if boiler was working when engineer left - agents is unsure and says she will get her manager Joanne to call.
    May 16 - 10PM - Joanne calls and says I must pay but will look into it.
    May 16 - 1030PM - call recieved from remedial team to take payment!
    May 16 - 11PM I call to cancel my policy. I am advised that due to engineer attending property I have to pay 150 to exit policy or pay remdial charges. I explain my agreement with KALEB - agent says that only way forward is to raise complaint online.


    I hope your can appreciate I susbscribe to your premium landloard service, this is my first claim after a year, the boiler failed minutes after your engineer left and each person I speak to is asking for more money!! Despite trying to cancel on two occasions and being told to stay and then locking me in by sending your engineer, who breaks the boiler and then asking for 150 to repair is not good service. This is not withstanding that the security deposit would have been understandable from a cost standpiont if 2 engineers went out but you have further saved thsi unecessary charge by getting the same guy to do the work!

    Please put me back to where I was or let me out!!!
    Originally posted by j45p41
    Dear j45p41,

    Thank you for your feedback.

    At the moment, we are unable to provide a response for your particular case using the details provided. If you do wish to discuss this matter further, please feel free to contact our team directly by email at socialmedia@247homerescue.co.uk.

    Regards,

    Lauren 24/7 Home Rescue
    Verified Company
    I am a verified representative of 247 Homerescue. MSE has given permission for me to post in response to queries about the company so that I can help solve issues. You can see my name on the Verified Companies list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE.
    • 247homerescue
      Verified User verified user
    • By 247homerescue Verified User verified user 14th Sep 18, 3:37 PM
    • 69 Posts
    • 0 Thanks
    247homerescue
    As said many time before - AVOID AT ALL COSTS!!!!!! We have cancelled our direct debit but not before we spent precious time and money with them - look! I'm still wasting time but at least if this persuades someone not to take out any kind of services with this bunch of liars, then good!
    I couldn't reply to any particular email in this thread because I was spoiled for choice as to the number of problems we could identify with from our experience with this rogue company.
    We were told when joining that we could leave at any time with no fee. This was reiterated a couple of times by their phone operators. See end of this message for result of that false info!

    1. Paying £60 up front for the annual service because we brought it forward and being told the premiums would drop for the year - they didn't and after all the the complications with them i didn't notice until we'd left
    2. Being given 'free' cover for a month for some other service with not a mention that at the end of this they would start to take monthly premiums for it. Luckily I noticed straight away
    3. Engineer comes to do annual service resulting in pressure dropping every couple of days so we have to reset it to get hot water and heating - pus now a small drip coming form base of boiler
    4. Ringing to ask for someone to come and fix the problem they caused - only to be asked for excess of £45 as this was a claim
    5. Told this was because we hadn't reported it within 2 weeks - this rude employee insisted that this condition was in the T&Cs, which she promptly emailed me again without so much as a 'hello' , just a link to them.
    Wasted more time reading them - 2 weeks not mentioned. Rang back to ask about this - told quite openly by some other rude employee that no, a 2 weeks deadline to report faults wasn't in there. It was at their 'sole discretion' whether they covered claims or looked at problems. We just had to pay an excess as this was a claim. But we didn't have a problem before your 'engineer' came? It's a claim, pay the excess. But you caused the problem? Pay the excess and we'll send someone. But....Write to the complaints dept.- that's the only other option.
    6. So I did - got an email back within 24 hrs saying that this was a claim and that there was a mandatory excess. The employees had said the right thing. No acknowledgement of what had happened, no mention of the details i had written, just that the operators on the phone had given the right advice. We left it.
    7. Finally after 2 and a half months of resetting the pressure every couple of days and the leak getting worse we decide to pay the excess and get someone out to fix it. Then probably leave 24/7, but at least with a working boiler.
    8. Booked an appt online and answered the questions, including - Were we getting any hot water and heating? Yes , when we reset the pressure every day or so. Someone rings shortly after to confirm everything I've said - including, were we getting and hot water and heating? Yes, when we reset the pressure every day or so. Ok, she says I'll get an engineer to ring to make an appointment, That'll be £45 excess - which we paid.
    Engineer rings, makes an appoint in two days time. Engineer comes, fiddles about a bit, takes the cover off then says we need a new pressure pump. The office will call to arrange parts and an appt to fit. Otherwise boiler is fine and we are doing resetting pressure in the right way.
    9. Office rings - they have engineer's report. We need this pressure valve or pump and also some other part to stop the leak at the base. Ok, when can you come? Can we ask, are you getting hot water and heating at all? Yes, I say, intermittently when the pressure is reset every day by us. You're not covered then - it's not a complete breakdown. We can come and fit the new parts but this will cost in the region of £200 !!!! For a problem they caused in the first place! Sending an engineer when they knew we were getting hot water and heating intermittently!
    Hung up, called a local boiler service - they came next day, 30 minutes, fixed pressure and leaks, no parts needed - £60 plus VAT call out charge.
    Cancelled direct debit to 24/7 and emailed complaints dept. to tell them this and why I had done it. Received phone call form billing dept the next day - we had to pay the direct debit until October or incur a £142 charge. After saying we could cancel at anytime! Apparently not if you've made a claim even if that engineer does nothing. Sent link to T&Cs again - didn't work, just went to home page. Haha! Incompetent!
    Did sums on how much we had paid over 5 months - monthly payments, boiler service, and insurance cover we didn't agree to and it comes to the roughly the same as it would have cost for the whole year. That's not including the excess we paid for the 'engineer' who came out for the 'claim'. Can't be bothered arguing with them anymore - hopefully we'll hear no more from them as we certainly do not owe them any money.
    TERRIBLE, TERRIBLE COMPANY. THEY WILL SAY ANYTHING TO GET OUT OF PAYING OUT FOR ANY SORT OF COVER. AVOID AT ALL COSTS
    Originally posted by catherine234
    Dear catherine234,

    Thank you for your feedback. Your comments regarding the service you have received are very important to us.

    We are considering the issues raised in your post and are eager to investigate further. If you do wish to discuss, please feel free to contact our team directly by email at socialmedia@247homerescue.co.uk with your reference details.

    Regards,

    Lauren 24/7 Home Rescue
    Verified Company
    I am a verified representative of 247 Homerescue. MSE has given permission for me to post in response to queries about the company so that I can help solve issues. You can see my name on the Verified Companies list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE.
    • 247homerescue
      Verified User verified user
    • By 247homerescue Verified User verified user 14th Sep 18, 3:57 PM
    • 69 Posts
    • 0 Thanks
    247homerescue
    I've had an unbelievable experience from them. Bought annual boiler cover in 2016 for 12 months, didn't receive an annual boiler service. Stupidly bought annual cover with them again in January 2018 and paid annual amount up front. They then started deducting 13.23 a month from my bank account. After numerous attempts to find an answer as to what this money was for, submitting a complaint that was acknowledged but they then said they had no record of, found out they'd renewed my old boiler cover contract without telling me so I was effectively paying 'double'. It has taken 6 months to get to the bottom of this riddle - finally got an answer from their social media team when I submitted a bad review on trust pilot.

    Boiler broke down recently, initially they said they wouldn't fix it as it was un-economical but then we paid 200.00 towards getting it fixed (as well as 75.00 in case it was an existing fault). Engineer came out and got it up and running but then checked flue and there was a large crack in it - boiler condemned!! We were told annual boiler service would not have picked up problems yet our previous annual service from n-power was a 36 point check, including flue checks. We have paid 645.00 in total to this company for nothing! Have submitted yet another complaint to them and told them we want full refund and compensation and will proceed to alternative dispute resolution scheme if necessary.
    Originally posted by animel71
    Dear animel71,

    Thank you for your feedback. Your comments regarding the service you have received are very important to us.

    We were happy to note that you received a satisfactory response to your Trustpilot review but are eager to investigate your further complaint. If you do wish to discuss this, please feel free to contact our team directly by email at socialmedia@247homerescue.co.uk with your reference details.

    Regards,

    Lauren 24/7 Home Rescue
    Verified Company
    I am a verified representative of 247 Homerescue. MSE has given permission for me to post in response to queries about the company so that I can help solve issues. You can see my name on the Verified Companies list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE.
    • 247homerescue
      Verified User verified user
    • By 247homerescue Verified User verified user 14th Sep 18, 5:21 PM
    • 69 Posts
    • 0 Thanks
    247homerescue
    Hi,

    I would be interested in finding other people that have been ripped off by these people and writing to Rip Off Britain / Watchdog to warn others.

    I had a diverter valve motor fail in my boiler.
    24/7 came out, checked it and deemed my boiler beyond economical repair after I paid the excess.
    I got a local plumber to fix it after this, the part cost £26 it was about 10 minutes labour , I was charged the minimum half an hour.

    They told me that 'manufacturer’s current recommended retail price' means current second hand value of a boiler of the age of my current boiler.

    I would question if 'any' repair was covered according to their T&C's.

    Maybe changing a fuse or resetting the pressure would be.

    24/7 came back with this reply.


    Please reply to this message if you would be interested in getting together to try and expose this scam!
    Originally posted by Abuhaneefah
    Dear Abuhaneefah,

    Thank you for your feedback.

    The terms and conditions available to view online and provided to our customers detail claims covered and not covered with a policy. A boiler may be deemed as beyond economical repair if an assessment is undertaken and it is determined that the cost of repair is greater than 60% of the manufacturer’s current recommended retail price. Factors within this assessment can include the cost of repair, the cost of labour, the age of the boiler and its value. Customers whose claims are not progressed as a result of this are to be sent a detailed emailed setting out any relevant costings.

    If you would like further clarification or have any other queries, please feel free to contact our team directly by email at socialmedia@247homerescue.co.uk.

    Regards,

    Lauren 24/7 Home Rescue
    Verified Company
    I am a verified representative of 247 Homerescue. MSE has given permission for me to post in response to queries about the company so that I can help solve issues. You can see my name on the Verified Companies list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE.
    • 247homerescue
      Verified User verified user
    • By 247homerescue Verified User verified user 14th Sep 18, 5:30 PM
    • 69 Posts
    • 0 Thanks
    247homerescue
    Looks like i have just been stung as well. Already contacted Watchdog and going to contact trading standards.

    In a nutshell,

    paid a monthly fee in the event the boiler chucks it. one year later had to claim as the boiler broke down completely. Arranged an engineer to come out and was told i would need to pay an excess of £95, Before i paid i clearly asked is everything covered worst case to which i was told yes as its a complete breakdown.

    Engineer came out sent report in and we were told to expensive to fix and thats it. They cant do anything else but would sell me a boiler for 3k. Several phone calls later still no joy and the person i spoke to refused to let me speak to a manager and hung up on me.

    I called up again and was told there is no direct number to complaints and she would email me a link.

    T & Cs also show excess should have been £75.

    5 days later, we had to borrow money to have boiler replaced. We were told PCB was too expensive to fix as it was over 60% of cost of boiler. After some difficulty they disclosed that its a max of £300.

    To top it off i couldn't access my online account and it turns out they cancelled the policy as the boiler was broken so they cant help me anymore and didnt even bother letting me know.

    I am planning to take this all the way and if anyone else is interested, i can put their case forward at same time.

    What makes me laugh is its not 24/7 office is only open i think 10-6 and i was told engineers only come out between that time.

    What a joke!!
    Originally posted by Imperialrs
    Dear Imperialrs,

    Thank you for your feedback.

    Our terms and conditions do advise customers that claims are not covered when we deem the boiler to be beyond economic repair. When this decision is made, an assessment using the costings from our service provider has determined the cost of repair as 60% or more than the manufacturer’s current recommended retail price and a detailed emails setting out these costings are sent to any relevant customers.

    We are eager to investigate further and would invite you to contact our team directly by email at socialmedia@247homerescue with the relevant details including your policy reference.

    Regards,

    Lauren 24/7 Home Rescue
    Verified Company
    I am a verified representative of 247 Homerescue. MSE has given permission for me to post in response to queries about the company so that I can help solve issues. You can see my name on the Verified Companies list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE.
    • jk0
    • By jk0 14th Sep 18, 8:42 PM
    • 2,494 Posts
    • 25,503 Thanks
    jk0
    They didnt even want to pay for board it was uneconomical
    Originally posted by Imperialrs

    They don't want to pay for anything mate. My point was that you should get someone else to get the board, install it in the boiler, and if the total is less than 60% of the cost of a new boiler, sue 24/7 for the cost.


    BTW, if no repair gets done if they can claim it will be more than £300, there won't be many repairs done, will there? Oh, wait, that's the idea.
    Last edited by jk0; 14-09-2018 at 8:45 PM.
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