Name: Repaircare
Address: Connect House, Talbot Way, Small Heath, Birmingham
Rating: 1.47

“Following a fridge/freezer failure I contacted Repaircare and Paid £165 for an engineer and the repair. Engineer called advised that the required part would have to be ordered. two days later we moved and advised the company, the engineer and the new owner of the property. Six weeks alter I received a letter stating that they had been unable to contact me. NO TELEPHONE OR WRITTEN CONTACT HAD BEEN RECEIVED. Telephoned company and complained. It was agreed that £120 would be credited back to my bank account. Surprise, surprise no money received. Like others I wish I had read the reviews before contacting Repaircare.”

Helpful Report

Posted 9 years ago

“AVOID THIS COMPANY AT ALL COSTS - TAKE MONEY UP FRONT AND DON'T DELIVER A SERVICE I booked online for someone to come and repair my washing machine on the Thursday they called me on the Thursday to tell me that an engineer won't be coming as they don't have one in my area (shouldn't of known from then), they said they would be there on the Friday. Engineer turned up and said that he need to order a part, he will order it that day and then he would be back on the Monday to fit the parts. Monday came and went Tuesday came and went no phone call so I called them to find out what was happening just to be fobbed off with the wrong parts were ordered but someone will be there by Friday. Well it's now 2 weeks since my initial visit, I haven't had another visit and my washing machine still doesn't work. I don't know if they have a Customer Services department as no one has ever rung me I've had to chase them. I sent them an email on Monday saying that if I don't get an engineer out the next day I want my money back. I have had neither. I called today and was informed that what I can only imagine to be their ONE AND ONLY ENGINEER has called in sick, but someone will definitely be with me on Monday, so we shall see. PLEASE PLEASE PLEASE DO YOURSELF A FAVOUR PAY MORE AND USE A RELIABLE COMPANY.”

Helpful Report

Posted 9 years ago

“Wish Id read these reviews before I booked and paid for a dishwasher repair with this company. I booked on line and paid the fixed fee. Took a day off work as they don't offer an AM or PM time slot, on the morning, the day the engineer due to arrive I received a voicemail to say that unfortunately due to engineer ringing in sick my appointment had been cancelled and could I ring back to reschedule. Tried ringing the number and it was continually engaged all morning. In the end I rang their customer service number and to be fair the girl who answered was very apologetic and tried to get in touch with the number as well with no success. She said she would send an email/text and get some one to comeback to me. By 4.15 no one had called back so I rang the 1st number again and it was still engaged and when I rang the 2nd number they had obviously finished early as there was no answer. I was back in work the next day but got another voicemail asking me to call and reschedule which I did.. Guess what the number that was engaged the day before now just rang and rang and rang. I rang the customer service number which I'd rang the day before, explained everything again to a guy who answered and told him I was in work and couldn't keep ringing them back and he promised to get some one to call me. By 4.30 no one had come back to me so I emailed them told them I was very disappointed with their service and to cancel and give me a refund. I've wasted a whole week with this company and been without a dishwasher.. what a joke!”

Helpful Report

Posted 9 years ago

“I completed the online form on 30th December requesting a call to repair my oven - stating that the problem appeared to be the heating element. The first available call was 5th January. I took a day off work. At 9.30 am I received a call to say that the engineer would not be able to call that day as I have not supplied the serial number. I advised that the serial number was not a mandatory part of the form and I wouldn't know where to find it. I enquired when the request had been received and I was advised on 30th December. My question to the caller was why if they needed the serial number they didn't contact me before the day of the appointment. Answer - too busy. I subsequently cancelled the appointment, phoned Repair Care to ensure that I was refunded and asked for a Manager to call me regarding my complaint. No call received. All in all this is a very poor service when I had taken a day off work. I phoned another engineer although he wasn't able to come the same day as his van was being serviced he came the following morning at 7.30 am, fixed my oven is 10 minutes and was considerably cheaper. Will NOT be using this service again or recommending it.”

Helpful Report

Posted 9 years ago

“Repaircare / connect-distribution charge you immediately before any repair is undertaken so that they can keep any callout fee that may be due. - They make a profit from calls to their helpline (0843 number). - They had the cheek to charge me a cancellation fee because I couldn't make an appointment despite the fact that I was cancelling because their own engineer had failed to turn up causing me to take half a day off work for nothing. Not even a phone call. - They didn't advise me of the cancellation fee when I called to cancel. Only when I complained did they point me in the direction of their T&Cs. A reputable company would have advised of a fee when I eventually got through on their helpline. Avoid like the plague.”

Helpful Report

Posted 9 years ago

“I phoned this company and gave them all the details they required even explaining what the problem was and what theyd probably need, as our previous retired repairman had already given me advice. They quoted me £165 saying that if the cooker was too old and they couldnt get parts they would have to take £45 for callout. They sent their repairman out who took a look at the cooker, was there less than 5 minutes and said he had to go and order parts. Why hadn't they sent him with parts, I'd already told them what was needed. I was charged the £165 that day. One week later I had heard nothing so rang them to be told oh they had been trying to order parts but found they were obsolete. I asked why they hadn't rung me then to let me know, they said they were doing phone calls that day, how covenient! I asked when I would get my refund they explained they had to take the callout fee but the remainder would be in my account in 3-4 days hmmm. If this is how they operate they must be raking it in. BE WARNED PEOPLE!”

Helpful Report

Posted 9 years ago

“I can't imagine how a company can still be in business with such a poor track record. Just look at the reviews on this site alone, never mind the poor victims who have just let it go. The Quote they give you for the job doesn't mean a thing as that quote will well cover the cost of most regular jobs with a good profit for them. However, should the repair be a bit more serious ie. needing parts and extra time, they will tell you the machine is 'unrepairable' as in my case. My washing machine needed new bearings, which is anything but unrepairable but this is their excuse. I have already paid them £149 and waited 4 days for them to tell me ( after me ringing them ) they are refunding my money. I'm just hoping this goes smoothly as going by some of these reviews this company cannot be trusted. HAVE NOTHING TO DO WITH THEM!”

Helpful Report

Posted 9 years ago

“Booked repair to my cooker and gave this company the serial number which they said they'd get the part for the engineer to bring with him. He came on the agreed day and said that he'd have to order a part so couldn't repair it that day.The part would take 3-5 days to get and I would then receive a call to fit the part.The total amount for the repair I have found out was taken out on the day they came but the cooker wasn't repaired.I contacted the company a week later having had no phone call or e-mail from the company to be informed that they couldn't get the part so had completed the work and taken the money from my account!! Avoid this company as it's a scam”

Helpful Report

Posted 9 years ago

“We were told that we would get a call on the morning of the job to confirm and a call 30 minutes before the engineer was due to arrive. We received neither. We, the customers, have to wait in ALL DAY for the appointments. It beggars belief that these people cannot organise a diary competently. IN ADDITION, when we called to find out where they got to, we were told that the engineer came and no one was in, so left a card that they had visited. So, firstly, with a wheelchair user in the house, sometimes it may take a little longer to reach the door, etc. This I had told them in advance, so would have expected a little patience.......BUT, it didn't matter anyway, because it appears THEY WENT TO THE WRONG FREAKIN' HOUSE! Now, don't get me wrong....there is some confusion: there are 2 of our house numbers in our long road, but the road is separated as either Mile Oak Road, Portslade, or Mile Oak Road, Southwick, AND the postcodes are different. Finally, it comes down to how you handle the cock-up. And here again, what deeply, deeply aggravating management: we now have to wait 3 more days before the WORK THAT HAS ALREADY BEEN PAID FOR gets a visit again. Why would they not PRIORITISE a job that THEY had screwed up on. Repaircare....very poor. And as contractors to Daewoo, I am very disappointed.”

Helpful Report

Posted 9 years ago

“This is my second review of the same dealing i had unfortune to experience with this company. In my first review i described how they wasted my time leaving me for a week without a fridge but this was just a top of an Iceberg. I complained about why they send engineer that only looked at apliance and was not aware of what appliance he is about to repair , although all information about fault and appliance and its serial number was provided by me at time of booking. I even received email with confirmation and statement that on day full repair will be carried out and if they will have no parts or will not be able to repair , i will receive phone call. Nobody have called me, so it clearly shown that they are fully prepared to do the job. THEY WERE NOT. GUY WAS NOT EVEN INFORMED WHAT APPLIANCE IT IS. I called company to complain about this. And here is punch line. They called me back straight after to inform that i will be also charged 45 pounds according to T&C . Blood boiing communication.!!!!! I called again to find for what exactly i am being charged ? Apparently fridge contain wrong type of gas. And here we go . If they new what appliance they are about to repair they should know what kind of gas was used and advice me that they cannot fix it. How customer can know what kind of gas is inside fridge.? NONSENSE. BEAWARE THIS IS TRAP. A TRICK THEY USE TO MAKE EXTRA PROFIT FOR NOTHING. SCAM IN MY OPINION NO FIX NO FEE ? In phone conversation they said that they didn't know what gas is in this appliance till engineer checked that. This is a pure lie as well. How engineer find out what gas is innit by looking on it? To makes it even worse few hours after engineer visit gas leaked out of fridge. I have called national grid as smell in kitchen was like gas. National grid engineer investigated and found that it was smell of gas that leaked of fridge. Representative of repaircare sarcastically said that fridge gas have no smell, and that is lie again because some types of Freon do smell similar to scent that is added in national grid gas. I am disgusted with this company. If they will not give me a full refund i will escalate this matter. As high as possible. 45 pounds sounds not much, but as customer i will never agree to be subject of such a dishonest manipulations. AVOID THIS COMPANY !!!!”

Helpful Report

Posted 9 years ago

“Do not use services of this company if you value your time. They are totally nonprofessional, time wasting organisation, with enormous communication issues. i waited a week for a guy to come and repair fridge freezer, they asked about all info on issue and took even serial nr of appliance, so they come prepared with parts etc, but this guy had no clue what appliance he is about to repair, he just came too look at it and ask what is wrong !!!!! then said they will call me someday next week! I called them straight away and they said it is irreparable because mood is too old. they knew that when i booked repair and knew what is the issue, even informed in email that they will check availability of parts and contact me if there is a problem or they cannot undertake repair. Yet after a week they send a totally unprepared guy to "look at it" . THIS COMPANY IS A JOKE. BUT NOT FUNNY ONE. try to live without fridge freezer fro a week when you have family. AVOID!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!”

Helpful Report

Posted 9 years ago

“Under no circumstances use this company, they are a total rip-off. They charged me £141 to replace the element in my NEFF oven. I was wrongly under the impression that at that price they employed their own properly trained mechanics, but no. It took four attempts to rectify a very simple fault. At the first visit I was told that there was nothing wrong with the oven however, I was able to still touch the shelves after the oven had been on at 200C for half an hour. At the second attempt two mechanics turned up without the correct element. At the third attempt it was partially fixed but the fan was hitting the new element. It was finally mended at the fourth try. I do not blame the poor untrained men who failed to fix my oven until the fourth attempt, I blame Reaircare who charge exorbitant prices only to sub-contract the work. To make matters worse they only answered my email once after five attempts to contact them and the telephone number that appears on their automated reply just directs the caller back to the original call centre. They of course, have no idea how to sort out any problems. Finally I came across a proper domestic mechanic who worked for a local company who told me that his company would have charged £108 to do the job and would have fixed it at the first try. Trevor”

Helpful Report

Posted 9 years ago

“It's a con, called on weds and they guarenteed an engineer could come friday (2 days later), took a fixed fee payment of £299 for the repair, explained we had a repair booked wioth someone else for saturday but as it was our daughters first birthday party on the sunday we agreed the day earlier repair to give us time! Haha! Called all day friday, was told they couldn't get hold of their engineer but he was definitely attending that day! Given it was a bank holiday we said we were worried, but they assured us not to worry, 5pm comes and the engineer calls and tells us hes only just received the job and it's too late for him to come! To make matters worse he said he'd been free to work all day so had they sent the job over as they should, we would have had our freezer fixed! Asked for a refund they said they couldn't process one as it was a bank holiday, to call back on the tuesday and wait 2-3 workings days AFTER that for the refund! Not acceptable, they then said they'll try and get a saturday engineer and the team leader will call us, low and behold no call from the team leader no engineer, tuesday morning we call them (a week after the booking) to be told they still don't have any engineers! I asked for my refund to be sent same day bacs, they've said company policy doesn't allow this, took all day off work on friday and no visit now took all day off work on tuesday and no visit! No communication, no calls, no engineers, no fixed freezer, they are just sat there keeping hold of our £299! Leaving us with NO engineer! and point blank making it be a further week before they can clear the funds to our account. I personally am going to sue the backside out of these con artists for breach of contract, loss of money, loss of wages and compensation for being completely and utterly 'f**ked around'! Please Please Please DON'T USE THIS COMPANY THEY ARE CON ARTISTS!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!”

Helpful Report

Posted 9 years ago

“This company have to be the worst service I have received for a long time. Be very careful of the what seems like a good website offering next day visits. Paid my money and no visit happened on the Monday as agreed . Time off work wasted. backwards and forwards with emails as the engineer would not answer his phone ever. Today is Friday and I am being told by one person the parts have been ordered and by another that the parts need to be ordered. This company are terrible at customer service and don't deliver their promise. I am sure lots of people sign up to this company as the website will offer you next day attendance and this simply does not happen. Its a con . I have asked for a date for an engineer to attend and have been told they do not know. Refund has been granted as appalling service given. Sort out your customer service Repaircare and stick your dates that you book with the client. I will tell everyone I know to be very wary of using you”

Helpful Report

Posted 9 years ago

“I am compaining about the repair you carried out to my beko freezer model ZA635F at the end of june 28th 2 weees leter the same problem happened , which was the food melted again, as I have been in hospital recently I havent been back to complain , please do you not think I am entitled to a refund.I paid £129 for nothing at the end of the day please return my email soon as I have no freezer I am so disappointed with the service I recieved. The company came from Inverness which was 60 miles away' email to moirajannetta8@gmail.com If nothing is forthcoming I will take it further.”

Helpful Report

Posted 9 years ago

“So Annoyed! Had to wait nearly 8 weeks for a new-ish washing machine to be repaired! (Which didn't!) Rubbish service all round from customer services to clueless repair engineers - if they even turned up! Waited weeks on end with wrong parts or no parts ordered.... All day everyday waiting and phoning. Family of five getting more smelly and a mountain of baby washing later - had no choice but to buy another new machine and Fight for money back as per T&C (use a credit card) What a waste of time! Would not recommend at all.”

Helpful Report

Posted 9 years ago

“When my Panasonic Fridge Freezer failed - Panasonic gave me RepairCare as their repair partner. Called the repaircare helpline - no problem, booked the repair. Took a fixed fee payment of £221 straight away. I was notified that the engineer would be with me 2 days later between 8-6. Took the day off work and waited, at 4:50 the engineer turned up, said he had not been told what the fault was so had no parts. He left 3 mins later saying he would be back in two days. I when I enquired with RepairCare when the engineer would be back - they reported they could not get the parts and would let me know. I have now been given a date which is 2 and a half weeks after the original call. That is a couple of weeks without a Fridge.. Be very careful when they offer you a next day call out - this appears to be a cursory visit not a fix. I asked for my £221 pounds back as i found a local company who can get the 'part' next day... It appears I still have to pay Repaircare for all of their initial work.. I have spoken to Panasonic - they are investigating - never buy Panasonic if they have supply chain issues/spares issues and poor partners. So at the moment I am £221 down and still no fridge and a tentative fix date. Overall not a great experience.”

Helpful Report

Posted 9 years ago

“My review is just the exchange of emails between myself and this totally dishonest and incompetent organisation which will tell the story. Make your own mind up! Obviously it reads in reverse order from today:- I'm sorry but I cannot believe anything you tell me. How does your company survive Today is the 6th working day not including the day you promised me a refund in 3-5 working days and not including Saturdays! In addition you have updated my job status to say that an engineer called on Monday 3rd August but was unable to repair the appliance. Oh what a surprise! Do you employ the invisible man as I can assure you that no one visited us on Monday nor did we receive a phone call, so just who called and what have they told you I believe that this is yet another blatant lie. From rccdirect-existingconnect-distribution.co.uk Date 29/07/2015 - 10:32 To Subject RE: repaircare Post-Sales Enquiry C3118433 Dear Mr xxx Thank you for your email, please accept our apologies on the delay in returning to your email. I can see from your emails that there have been delays with your repair, and no update. Please accept our apologies on any inconvenience this has caused you. We have taken on your feedback and will fully refund you, this will be processed today and will be in your account in the next 3-5 working days. Thank you for bringing this to my attention and for your patience. Kind regards Carol From: Date Tuesday, July 28, 2015 To Ignite-RC Direct Existing rccdirect-existingconnect-distribution.co.uk Subject RE: repaircare Post-Sales Enquiry C3118433 Hello - just which Thursday will you be updating me on 2 have passed since your email of 14th. Apologies are not good enough in these circumstances it is more than a month since I booked the appointment and 17 working days have passed since the brief visit by your incompetent engineer, I have had no news of the obsolete parts, although LG tell me that all parts are available! Not that I want any further involvement with your organisation! I have still not seen the full refund on my Credit card as requested on 11th July. Do I have to go through the Small Claims Court to get this From cdirect-existingconnect-distribution.co.uk Date 14/07/2015 - 16:52 To xxxx Subject Re RE repaircare Post-Sales Enquiry C3118433 Dear Mr xxx Thank you for your email. Please accept our apologies for any inconvenience this has caused you. Our engineers have now informed us they have sourced the parts on all the information you provided. Several parts are required, one part is being checked by our technical team, due to the manufactures advising the part is obsolete. This will be checked to see if there is an alternative. If this is confirmed available the parts will need to be authorised to see if we can continue, as per terms and conditions, if the parts exceed an amount, the appliance will be deemed beyond economical repair, and you will be fully refunded. Please leave this with me to check with our process and I will update you on Thursday. Thank you for your patience. Kind regards Carol From Date 11 July 2015 To Ignite-RC Direct Existing rccdirect-existingconnect-distribution.co.uk Subject Re RE repaircare Post-Sales Enquiry C3118433 Just who are you employing to do this work? THE SERIAL NUMBER IS ON A LABEL ON THE TOP RIGHT SIDE OF THE MACHINE - IT IS IMPOSSIBLE NOT TO SEE THIS - PHOTOS ATTACHED There are three labels here and the model number is on the front panel. The person you sent hardly spoke a word and was here less than 5 minutes just after 2 pm. Whats more he came from a shop 2 minutes away, but still did not have the courtesy to phone with a time. If he had spoken to me I would have given him the serial number. I think I have had enough of your organisation. Please refund my payment immediately under your no fix no fee promise. I do not want incompetent people sent here again. From rccdirect-existing connect-distribution.co.uk Date 09/07/2015 To Subject RE repaircare Post-Sales Enquiry C3118433 Ticket Good Morning Mr xxx Thank you for your email, I am very sorry that we have only just received this and was not able to reply before the visit. In regards to the engineers calling before arrival with an eta this is something we request but you should of been made aware that we can not guarantee this so can only apologise if this was not made clear. I can see from looking into your job reference C3118433 that the engineer did visit yourself yesterday and has made his report on the system to say that he was unable to identify any labels or serial numbers on the machine. This report will be currently being processed by our technical team to see if they are able to proceed as in most cases these numbers will be required in order to identify the parts required. As soon as this information is gained the engineer will contact yourself to update on the situation, as to how we can proceed. Kind Regards Steph From: Date: 08 July 2015 To: Ignite-RC Direct Existing <rccdirect-existingconnect-distribution.co.uk Subject: repaircare Post-Sales Enquiry C3118433 Job Number C3118433 Message: I have a repair booked for today. You advised me that the engineer would call prior to attending to discuss the repair and that he would call on the day to provide a guide time. Neither of these has happened. I have tried to contact you by phone and been kept hanging on for ages. I have texted you but no response! Please confirm that this job will be done today and give an approximate time. it is now 12.50”

Helpful Report

Posted 9 years ago

“Please avoid this company at all costs. I have requested the repair to my washing machine. The engineer called me before the appointment, confirmed the error code and identified the issue to be a door lock. Few days later he turned up with the lock. He's dismantled the machine and when trying to fit a new lock he realized that it wasn't the right lock that he has ordered. Another engineer turned up a week later and fitted the correct lock. The machine still wasn't working, so he advised me he needs more parts and it wasn't the lock that was the problem. At this point I have contacted the company and asked for a refund. I was told that they have 6 weeks to repair the machine and if I want a refund they will deduct the cancellation fee. Also, I was told that the engineer has to come back to take the lock out (newly fitted), send it back to warehouse in west midlands, than reorder the correct part and come back to fit it. Simple calculation means I will be without the washing machine for at least 2 more weeks (assuming they will be able to fix it, which it doesn't look like). I have now decided to buy a new washing machine and I will also report repaircare to trading standards.”

Helpful Report

Posted 9 years ago

“One star is too high for this bunch......my mother of 96 years ,who lives alone,bought a White Knight washing machine approximately eighteen months ago but just short of twelve months of not very high use,the machine developed a knocking sound. Being as the machine was under guarantee and Repaircare were responsible for honouring any repairs during that period,I phoned for an engineer to call. To his credit,an engineer attended within seven days of my call and tightened something in the region of the drum which temporarily rectified the fault. After another eleven weeks the machine developed the same fault and Repaircare were again called and on the 28th May,2015 an engineer again called, inspected the machine and told my mother that it would need a new drum. No mention was apparently made as to what would happen next or when my mother could expect to hear anything further. In the meantime she was left with no means of washing her laundry . I telephoned the company who confirmed that the machine needed a new drum together with other parts and that these had been put on order. A fortnight went by without any news whereupon I phoned Repaircare again when I was told by a female in 'customer services' that some of the parts had arrived but others were still awaited: probably a five to seven days wait but when they arrived they would contact my mother to effect the repair. As my mother is hard of hearing,I asked the female if I could be notified so that I could make the appointment , and to that end provided her with my e-mail details which she confirmed she had entered on her computer. Two weeks passed and there was still no contact from Repaircare so once again I telephoned their customer services and again spoke to a female, querying the situation of the missing parts. On this occasion the background noise sounded as though their office was having a party and it was difficult to hear what was said but the female told me to hold on the line and was gone for nearly five minutes until telling me that parts were still awaited and that we would be contacted when they arrived. On Friday 3rd July, I phoned them again and this time spoke to a male operator who was unable to tell me of the current situation but who said he would check their store after the weekend ( apparently store staff didn't work weekends) and let me know the following week. I suggested I could be contacted by e-mail as they had my Internet address but the man said there was nothing entered on their computer to that effect. The best part of a week passed without any further news so on Thursday,9th July, I phoned again and this time was told (what appears familiar from an earlier review) that a part had been delivered but was damaged and it would be another five to seven days before it would be received from the manufacturer. Nothing further was heard until I made yet another call to customer services today,Tuesday, 21st July, eight weeks after my initial call. This time I was told that the drum and parts had arrived and that I should contact the engineers section to arrange a fitting date. Thinking that at last my mother would soon have her machine up and running,I phoned the engineers dept.,and spoke to a female who was unable to sort anything out for me via the computer as it had 'crashed' and asked me to hold on while she did a manual check for availability. After a few minutes she returned and said that they couldn't do anything until the machine was pulled out of the room. I asked if she meant the machine to be pulled away from the wall which I informed her the engineer must have done when the first repair was made. She repeated that the machine should be manually moved completely out of the room in which it is situated as that room is too small to carry out a repair. Granted the kitchen is small and forms part of a one bedroom chalet type bungalow with a combined lounge diner but if the engineer was able to effect the initial repair I could see no reason why this repair could not be done. In addition there was nowhere other the machine could go and did they really think a 96 yr old woman was able to move a washing machine. The woman was adamant that no repair would be made until the machine was moved. I then queried if it was policy from their company that every house they went to ,they would expect the occupant to do the heavy lifting regardless of age and was this not part of the job when engineers called. The woman had no answer and would only repeat that the machine must be moved. I emphasised how dissatisfied I was with their so called service and asked to be put through to their complaints department only to be told that was her ! Service from Repaircare is abysmal and I certainly would not recommend to anybody. Apart from the fact that it does not say a lot for White Knight products if their life is little longer than a year, by using a company such as Repaircare does their name no good whatsoever . Perhaps they could do with a name change....can I suggest 'Repair don't Care'”

Helpful Report

Posted 9 years ago

Shipping & Delivery
Delivery Methods	Own Driver
On-time Delivery	Greater than 7%
Customer Service
Communication Channels	Telephone, Email
Queries Resolved In	Over A Week
Returns & Refunds
Refunds Process	Difficult

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