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Go Assist Ltd Reviews

4.0 Rating 1,309 Reviews

77 %

of reviewers recommend Go Assist Ltd

Company Reviews

4.0

Based on 1,309 reviews


Shipping & Delivery
Delivery Methods	Postal Service
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	3.7 out of 5
Returns & Refunds
Refunds Process	Difficult

Visit Website

Phone:

0800 8654111

Email:

customerservices@go-assist.co.uk

Location:

Richmond HouseRichmond Hill
Bournemouth
BH2 6EZ

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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Got them to book an engineer's visit but engineer knew less about washing machine than I did. Decided to not pay for full repair but customer service team offered to get me an urgent replacement machine rapidly which I accepted. Heard nothing for 3 days about delivery and was told then told machine would be delivered yesterday by text at 20:20 hrs. Finally they agreed they could not get me a new machine and hopefully my money paid 7 days ago should be on the way back to my credit card. No customer service only nice words they knew I wanted to hear. I will never use them again.”

Posted 2 years ago

Hey Michael Thank you for your feedback & getting in touch. We are sorry that you did not wish to proceed with your repair this time and I can see that you chose to benefit from a discounted replacement under our home membership however, unfortunately this went out of stock when we went to order it :-( We know this is frustrating but, we find that appliances can go out of stock at any time. We will be happy to find you an alternative appliance with our home membership appliances, please give us an email and we will be happy to help you with this. Charlotte - Go Assist

Posted 2 years ago

“I am still waiting for a repaid booked over a month ago. Customer service are difficult and a little rude.”

Posted 2 years ago

Hey Emmanuel , Thank you for getting in touch. We know that delays on parts are annoying but it is unfortunately, something that is not in our control. However, I can see that the engineers attended your property to repair the appliance today and reported that no one was home. Please give us a call and we will be more than happy to re-arrange this appointment for you. Charlotte - Go Assist

Posted 2 years ago

“I had booked a repair of my extractor fan today (19/05/21), paid for in advance. I received a phone call a week prior confirming the booking and then today no one showed up or even called to say they weren't coming. I contacted Go Assist who assured me they would turn up but they didn't and Go Assist didn't even offer to contact the engineer in the first instance I had to chase it.”

Posted 2 years ago

Hey Andrew, Thank you for getting in touch. I am glad that the engineer went out to have a look at your extractor fan today 20/05 however, I can agree that it is annoying that they did not go out on the date intended. Unfortunately, the engineers got their dates mixed up in their diary and as far as we were aware the booking was going ahead on 19/05. Our engineers do contact you 30 minutes before arrival but we agree that we should have contacted the engineers to make sure they were coming when you got in touch, and we have taken measures to stop this from happening in the future. As a thank you for getting in touch, please give us an email so we can offer you our exclusive membership discounts. Thanks again, Charlotte - Go Assist

Posted 2 years ago

“I posted a review 3 weeks ago but felt compelled to include my experience since then. After more emails, a text asking me to call and then being forced to wait on hold for someone to pick up, I’ve been told I won’t get a refund. They have claimed my oven was inaccessible - despite it clearly not being and the engineer telling me he didn’t have the right part. I’ve ended up buying a new oven. The offer of a deliveroo meal was nice as the response on my previous review but I’d have much preferred my money back and you kept your promises. As it is no-one from your complaints team made the deliveroo meal available so I didn’t even get that and now find myself £130 poorer.”

Posted 2 years ago

Hi Frankie, Thanks for taking the time to tell us about your experience. We take onboard all feedback whether positive or negative No one should be made to feel this way and I can see there were initial delays getting an engineer out to you, as a result we have put focus in your area to ensure this doesn't happen again. Unfortunately, Kick-boards make the appliance inaccessible. We do send out a link to help prepare for your engineers visit to which can be found at https://go-assist.co.uk/prepare-for-your-engineer. I have left a note so the next time you call in, we can get that Deliveroo arranged for you! :-)

Posted 2 years ago

“Don't waste your money! After being lead to believe this would be the best option to repair my gas cooker i had an engineer arrive for 10 min tell me the issue then over a week later finally get told how much they want to charge for parts which was absolutely ridiculous price and they didn't even know when could get parts. Cut my losses and brought a new cooker which arrived next day! PLEASE AVOID THIS COMPANY PUT YOUR MONEY TOWARDS A NEW PRODUCT!”

Posted 2 years ago

Thank you for your feedback and, taking the time to get in touch with us. I completely understand that it was frustrating waiting a week for the quote for parts, however unfortunately there were some delays finding the correct part for your appliance from our suppliers which we also found annoying! As the parts needed to be specially ordered, we would not have had an estimated time of arrival until the order was placed. We know these delays were annoying, so as a thank you please give us a call so we can arrange a Deliveroo for you! :) Charlotte - Go Assist

Posted 2 years ago

“I would steer clear of this company. I have booked an engineer to replace a part they already replaced (it broke within 90 days). After an initial visit, they have received an additional £70 from me for the new parts but not attended the premises again. The engineer who came for the assessment was also not the most polite man in the world, sadly.”

Posted 2 years ago

“I simply do not understand how this company can present 5* reviews on its website when, as is clear from the below the experience is very very different. I booked an engineer under their warranty who did not turn up, did not call and did not email.”

Posted 3 years ago

Thank you for the taking the time to leave us a review. I can see that one of our engineers came out to you on the 26/04 however reported that no one was home. I am happy to see that the engineer came back out to you today to have a look at your appliance. Our customer care team will be contacting you with the next steps, but in the mean time to let us know if there is anything else we can help you with. :-) Charlotte - Go Assist

Posted 3 years ago

“I was left in tears by this company and feel completely ripped off. I needed a repair to my oven and was told it could be sorted for a £79 call out with an appointment within 48 hours. Sounded great. Then told it would actually cost £265 to get an engineer to visit. I live in a city, but the nearest engineer was more than 30 miles away. 18 days later the engineer arrived spent 10 minutes checking the knobs and a visual inspection, then says he hasn’t got the part he thinks it might be. After chasing was told the job had been closed down as engineer said the oven was inaccessible. It’s free standing and I was able to pull it out from the wall. Told my only option was to pay an £89 second call out -despite paying for a no fix money back agreement - or co-incidentally an £89 administration charge to get money back. I was made to feel like a liar who had to continually chase to find out what was happening with the repair. Even if I’d gone for a second call out, after almost a week of phoning, they could offer no new appointment time. Please avoid.”

Posted 3 years ago

Hi Frankie, Thanks for taking the time to tell us about your experience. We take onboard all feedback whether positive or negative No one should be made to feel this way and I can see there were initial delays getting an engineer out to you, as a result we have put focus in your area to ensure this doesn't happen again. We do send out a link to help prepare for your engineers visit to which can be found at https://go-assist.co.uk/prepare-for-your-engineer. When you have had a read through this we will be happy to send our engineer back out to you under a new call out. But in the meantime, I'm sure you would appreciate a meal on meal on us, please give us a call so we can arrange a Deliveroo! :-)

Posted 3 years ago

“You were only interested to take my money without sorting out my problem. I took a policy with Go-Assist for an engineer visit to look at my refrigerator that stopped working twice in the last 12 months and both times It started working again after a day or so by itself. The engineer diagnostic after 30 min looking at my fridge was faulty compressor. He did not test any other components such as thermostat , capacitor or the relay that can also cause this type of fault. I did not hear from your customer service for the next 48 hrs so I decided to e-mail you instead. I explained the situation as my fridge was working again and how the engineer could come up with his conclusion of a faulty compressor without testing anything else. I asked for 2nd opinion and I was refused this option and was advised that you trust your engineers and the outcome the visit was final unless I pay another engineer visit fee. I was not happy and requested to cancel my insurance policy also since I could not trust you anymore. My insurance was cancelled but I ended up paying the £50 cancellation fee. My fault as I should have read your T&C. It has cost me £129 in total and the only winner is Go-Assist because I refused to accept your engineer diagnostic. The repair cost would have been another £369 extra which is more than a new fridge. Your only aim is to give a hefty repair cost which is based on a false diagnostic and if the customer refuse to accept you still end up with the cancellation fee and the engineer visit cost. Not a bad business at all and there is only one winner and that is Go-Assist. My fridge is still working and that is not bad with a faulty compressor. Your customer service is appalling. I worked in customer service industry and I always believed the customer is always right.”

Posted 3 years ago

“I organised for them to fix my oven, first the engineer came a week later than agreed, they sent the engineer to the wrong town wasting a lot of our time waiting around, the engineer turned up with nothing and just said the oven door needed replacing, we had already informed them of this and the model when booking. Then we are told that he will do the report and he leaves that cost us £119 - then we don't hear anything for 2 weeks so we have to chase, they tell us the engineer hasn't done the report so they will chase him, then we wait a further 4 days and they still haven't heard anything from their supplier. They refuse our refund as I haven't had a working oven for 4 weeks, also refuse to repair for free no answer is given to the incompetency of their engineer. This is the worst service I have received I a currently already down £120 and have had nothing for it, on the phone they were very unhelpful and continually contradicted themselves - I WOULD NEVER USE THIS COMPANY oh and my oven still isn't fixed, nothing on order and no idea when they will finish it - 4 weeks and counting atrocious I don't trust them to fix my oven now and want my money back”

Posted 3 years ago

Thank you for leaving feedback regarding your recent experience with our repair service. We are sorry to hear that you are unhappy with the service and would like to investigate this further. Please email marketing@go-assist.co.uk with your reference number and any additional information so that we can look into this for you. Team Go Assist

Posted 3 years ago

“I'm a nurse and my daughter arranged a repair on the washer dryer she'd given me which worked fine before transport. She paid £119 and believed it would be repaired on Tuesday. Then on Tuesday she received a message saying it would be Thursday so had to book time off work. We weren't given a time and company didnt answer phone. When man finally came he didnt bring any tools - just an ipad He sat on my floor, looked at the machine, said "I've never seen one of these" and when my dad (retired electrical engineer) told him what the machine was/ wasnt doing he said "oh it shouldnt do that- probably this control bit" and then left. Then my daughter received an email saying they'd completed a diagnostic check and repairs would cost £400! He didnt touch the machine, made no attempts to run tests and basically we waited in and paid £120 for a man to sit on the kitchen floor for ten minutes then leave. He told my dad "im not authorised to do any repairs". Appalling service. We intend to request a refund as no diagnostic tests or repair were completed. This company rips people off as my daughter was led to believe she was paying for a repair. Would have given 0 stars but service doesnt allow this. I've now wasted 7 days waiting for a repair they had no intention of completing. I will be complaining to the ombudsman unless we can resolve this tomorrow morning with my machine being repaired as they alleged when they took my daughter's money. As a disabled nurse with a 5 year old I rely on my washing machine and am devastated this has happened. I cant return to work til i can wash my scrubs.”

Posted 3 years ago

“Had a guy out to repair our dishwasher. He had no idea what he was doing. I had already told them the fault and possible part that was needed. Spent 10 minutes telling me everything I had already told him. He then asked to see the manual which he had just been reading! He left by saying people will be In Touch with a part to be ordered. Stay away from this company! Will be seeking a full refund. To top it off NO mask or hand sanitising!”

Posted 3 years ago

“Absolutely awful company avoid at all costs. They offer "cheaper" services however you then pay on a monthly basis for a fee. Unable to cancel an unneeded appointment as the office doesn't work on the weekend so had to pay the fee for work not carried out.”

Posted 3 years ago

“Worst experience ever. Incompetent, uninformed, unhelpful. Have sent so many emails I’ve lost count. Have been calling to chase my order for weeks, am constantly fobbed off with excuses and platitudes. STILL waiting for a part I’ve paid for to be delivered with no repair date in sight. NEVER EVER use this company. They should be investigated. AVOID at all costs”

Posted 3 years ago

“Long fridge (non) repair story. Go Assist are bullies and, in my case, provided a dreadful service. I got my money back off them by registering a claim with the Government Money Claim Online service, very easy. I hope this helps others.”

Posted 3 years ago

“The worst company I have ever dealt with. We successfully claimed back money we’d paid for parts via our banks chargeback scheme. This was awarded to us on the basis that Go Assist was in breach of contract for failing to deliver the parts and repair the machine within a reasonable able timeframe. NOW, they are pursuing us via a debt collector for the £288!! Outrageous way to treat customers. We have been so stressed by this company for over nine months and they continue to bully us via any method available. DO NOT USE!! And if you’re in a similar situation, please please complain to Trading Standards and the Financial Ombudsman.”

Posted 3 years ago

“If I could give this company zero stars I would. I have never experienced a level of customer service as abysmal and disgusting as this company. Please note they outsource your work to a company that is even worse: We Repair. The company constantly cancels appointments. It is now 08 March and I called on the 22 December to repair my tenant's dishwasher. It took them two appointments to diagnose the issue. They then quoted double the manufacturer's price to order the replacement parts. When I told them I could get it for half price - they said their engineers would not fit my parts even though it was from the manufacturer. Instead, they wanted to charge in excess of 300 pounds and will not attend the flat if I order the parts themselves. The best part? They told me I could cancel my insurance with them if my problem was not fixed - now they are saying they will charge 50 pounds. Please do not ever use this company. They want your money and nothing more. I will be complaining to the FCA on the insurance part.”

Posted 3 years ago

“Terrible Phoned them to fix my washing machine and been told I will pay 119 pound to fix it and insure it for 3 months. I paid 119 pound to this company to send someone to my house and say your washing machine is un repairable I phoned them back and asked for refund, they said 119 pound was just for diagnosis. So paid for nothing If you ask a consultant to visit your machine gonna be cheaper. 👎🏼👎🏼👎🏼👎🏼 Don’t waste your money”

Posted 3 years ago

“Signed up for repair using new BIG policy. An hour or so later an appointment was offered 1 week ahead and when I rang to discuss this no answer in 25 minutes. Sent email requesting immediate cancellation of it all saying this was not acceptable. They soon rang back and suddenly they could come the next day but I was not willing to stay with them. In fairness they did cancel and refund the same day. However they did not cancel the policy at our request or state that we needed to do that ourselves, which we did manage to do a week later, within the 14 days cool-off. In our part of the world £79, let alone £119, is pretty much a standard labour cost for a visit so over and above the replacement benefit of the policy the economics are questionable.”

Posted 3 years ago

“2 weeks ........ still waiting for repair 🤷🏼‍♂️”

Posted 3 years ago

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Go Assist Ltd is rated 4.0 based on 1,309 reviews