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I took 12 landlord policies out.Claim 1 - had inclusive boiler check and Engineer condemmed boiler because a nut was broken and he said it was obsolete. Said I needed a new boiler. Found the part on the internet for £20 and got it fitted for £65 independently!Claim 2 - boiler stopped working. Engineer said routine problem but that 247 don't carry parts and needed to order. Got a phone call saying that boiler too expensive to fix and so won't cover any work. Got Baxi out direct, engineer fitted routine part taking 20 mins and said that what the engineer said was rubbish.Claim 3: toilet stopped flushing. Engineer came said they weren't allowed to carry parts but if he were doing the job privately he'd get the part from Plumbsense for £20 and fit it for £50 in 20 mins but 247 don't work like that. He said that he was fed up as everyone he visited moaned at him.3 weeks later, part still not fitted. Compained to Claims team. Told Dean from Retentions team would call me. He didn't. Got a phone callfrom Ernest saying engineer was coming on 23rd March. Then got an email saying part now in and Engineer coming on 26th March. Called them and Ernest said ignore email, engineer coming 23rd March. Took day off work. At 5.30 no engineer. Called Ernest and he told me he had been rushed to hospital but he was coming on Monday 26th. Supervisor said if I wanted to get the job done privately he would fund £120. Weekend job cost over £200 so would take another day off Monday.Monday came - 2.30pm Ernest told me that engineer was finishing job. I would be next. 3.30 no engineer. Called 4 times. No one would speak to me. Was cut off 4 times. Called Customer Service to say I'd had enough and could I speak to someone. They said their job was just to advise customers which department to speak to not to deal with customers! Really rude and ignorant woman. Had an argument and she said someone would email me in 48 hours!Spoke to claims department. They told me the report said the part was obsolute!!!!! Transferred me to authorisation department who transferred me back to Bookings department who told me that the claim had been cancelled!!! Absolutely spitting. 2 days off work and nearly 4 weeks of being lied to and dozens of phone calls and rudeness.Called Retention team who just transferred me back to claims department who put me on hold for 40 mins then cut me off!! Called Booking Team - 5.24pm. Answering machine saying that their hours were 10 to 6.30 and now closed!! It was 5.30!!I cannot tell you how angry I am. Ive been lied to, they've taken £100s of pounds off me, taken 2 days off work because they told me to, hung up on, been patronised.(*Moderator note: Content removed*).
Sorry they are still at it. I couldn't get away fast enough:-
I now use their pricing to beat down British Gas though.
I use Homeserve for plumbing and drainage and their service has been fabulous. Most properties covered have had some plumbing work at no (extra) cost to me. Their introductory offer was about £12 for a year so worth a punt. We have haggled on the renewal prices too. They have a variety of products but I have only used the plumbing one.
I had similar problem with my own property. When I needed to call them out after being with them for 6 months, I was told I had to provide proof of my last boiler service. I didn't have this at the time and was told to pay a small fee and to then show them the proof and this could be claimed back.
When the engineer came out a few days later, my boiler was beyond econimical repair. I rang them up the next day and spoke to a very rude person on the phone. They gave me the parts list which I found for around £150. I spoke to British Gas who said they offer a £99 fix and then you have to join them for 12 months. Low and behold my boiler was fixed with no issue by British Gas with no issue. The engineer couldn't understand why my boiler was deemed beyond economical repair.
I also found my previous boiler repair paper work, sent this over to 24/7 rescue on 3 separate occasion....after a few phone calls I have given up with trying to get my initial money back. The company is a joke and I have never dealt with such rude customer service .
Very disappointed in their service. They quoted to do a boiler flu replacement and were adamant I had to pay £160 upfront. They also made me commit to doing the work on Saturday, and cancelled at 12:45 on the day saying the parts were not available. Then they organised on a Friday, and am engineer came with the wrong part. After 3 more attempts from 247 to make an appointment, only for them to cancel, I had to ask for a refund. This was also difficult. I worry what their service would be like in an emergency call out situation, hence after paying for several years, I have had to cancel. Nobody has called to apologize and I wonder if they have adequate resources. Please investigate thoroughly before taking cover with 24/7. Thx.
On the one policy I still have it includes a landlords safety certificate. Imagine my deep joy when I called them about 2 weeks before it was due, as I had heard nothing from them despite them doing the prior year's, and they said that the earliest date they could do was just over 7 weeks away. Seriously - 7 weeks!
Totally useless and inept customer service
Shane on the Complaints Team firstname.lastname@example.org arrogant, dismissive, unhelpful. The Company lacks any structured complaints procedure and no means to appeal Shane’s edict.
They are utter cowboys, had a policy with them for one of the properties - made a claim as boiler showed a fault and they classed it as “beyond economical repair” even though boiler was 4 years old.
Forced then to go out and repair it anyway for £260 pounds but then renaged on the fee when they sent me the job detail which showed engineer their visited for 13 minutes to repair a £8 pound part.
As alluded to earlier in this thread, if i want a proper fix then I go direct to your boiler manufacturer. It might not be next day or cheapest but it’s normally very quick and fixed properly. Typically it includes an annual repair plan - ie. they fix it and you get a 12 month plan all for the cost of the plan.
I've posted this before but I'll post it again in an attempt to ensure no one signs up for their useless policies!I had multiple policies with 24/7 Rescue for a few years, found out they wouldn't cover a dripping boiler when I paid them thousands in premiums, engineers take forever to turn up to fix and never keep you updated so cancelled all policies eventually.They continued billing and said it was my fault because I didn't cancel.This wasn't the case and was a mistake their end, after a year of chasing for a refund, trying to contact the directors etc even their own legal department said they checked the systems and said I never cancelled (they lied) even though I sent them proof via email.Cut a long story short I took them to court, just before the date they found that I had in fact cancelled correctly and they would refund all monies and court fees to settle out of court.I asked instead of compensation for the year long hassle a director should contact me and I'll explain to them why they lost many policies and how much of a disgrace their complaints department are. Never did get a call back. They literally just paid the amount taken back and left me to deal with contacting the court!However glad it's over and yes will never use them again!
Waste of time and money and you can't even take them to the FCA as they are not registered. Not sure what's going on there...