Hello,
I'm sorry to hear that you're unhappy with the service you've received from us. If ever we're unable to assist with a claim, we will always explain why.
From the recent claim you have logged with us, I can see that we did send an engineer out but we were unable to help further due to an incorrect installation involving the flue on the boiler. This was explained to you by the engineer and ourselves.
If you wish to discuss this further with a member of the team, please contact us on 0330 223 4422.
Tom
Aftercare Team
“Worst customer service I have come across in a long time. They are very helpful at sign up, however at the first problem they bailed out . Had two properties covered with them had to cancel both because of their attitude and the way they speak to you. Think I left school long time ago and don’t need to treated as a child.”
Hi Mr Hussain,
I'm sorry to hear you're unhappy with the service you've received from us recently. We certainly don't intend to disappoint our customers.
In your case, we feel we have gone to extensive measures to try to bring the matter to a resolution, which was unfortunately initially caused by the attending engineer.
We're sorry to see you leave, but if you do wish to discuss the matter any further, a complaints handler is willing to speak with you. If you wish, please call us on 0330 223 4422.
Tom
Aftercare Team
“I have just cancelled my renewal fot the same reason. Cover waa for my elderly parents in their 80s. Bolier packed im no hot water or heating and although an engineer was allocated, as your reapir pay a flat rate for their work engineers are reluctant to take on jobs for them if they have enough work from elsewhere. Although the engineer allocated informed yiur repair he could not come out till Monday afternoon, the your repair representative told him thats fine, and just turn up whem he can...regardless of yhe fact i had informed them the of the situation leaving an elderly couple in October with no hotwater or heating. Pay your engineering a fair rate for working weekends and jibs woukd get done in the timescake you advertise.”
Hi,
I apologise that you're unhappy with the service you have received on your recent claim and i'm sorry that you've decided to leave us.
I have investigated your claim and can see that the claim was logged early on a Saturday morning and we had an engineer assigned to the job within two hours of receiving the claim. We always endeavour to arrange for an engineer to attend as soon as possible, however this is dependant on the availability of those engineers at the time. This is not influenced by the rates of our engineers in any way and it is the engineers themselves that set their hourly rates. Our average response time for urgent repairs is 24 hours.
I'm sorry that you have chosen to leave us, but if you wish to discuss the claim in more detail, please call us on 0330 223 4422.
Tom
Aftercare Team
“the quality of gas engineer left a lot to be desired one didn't realise we were in the middle of a build ? Another set the heating for 24hrs when i was away and my wife did't know how to reset it ?
Sadly locked in for another year, plus they only service at certain times of the year to suit them not the customer ?”
Hello,
I'm sorry to hear that you were unhappy with the recent engineer visit. Our engineers wouldn't necessarily know you're in the middle of a build unless this is something you advise us of prior to us arranging for someone to attend.
Our servicing is scheduled to ensure that we have maximum availability throughout the peak winter months to support our customers with repairs. I apologise if you're unhappy with the scheduled date you were provided. We can look at changing this for you if you wish. You can contact our team on 0330 223 4422.
Tom
Aftercare Team
“Would advise anyone who is thinking about switching to NOT go with Your Repair. I never take to the internet to leave bad reviews, but this has honestly been the most dismal experience we’ve ever had and if I can spare someone else the hassle then I’m happy.
Our boiler’s been making odd noises, hot water going on and off, and leaking for some time. We had to constantly adjust the pressure. Assuming something was wrong, we rang Your Repair for someone to come and take a look. We were told that if it was a simple issue such as adjusting the pressure, then we would be charged £90, but we still asked them to come and take a look as we were worried it was something more than this. We’re not engineers, that’s why we have a cover plan!!
The engineer came, adjusted the pressure and left, and we’ve now been charged £90. How were we supposed to know that this was all he’d do, and surely having to do it constantly is an issue in itself? If you feel something is wrong with your health, you go to a GP. If you’re told there’s nothing to worry about then they don’t charge you. They are the experts, you don’t try and diagnose yourself!
Having complained to their customer service (the man we spoke to was very polite and professional) we were dismayed to discover that we were locked into this contract till April and would have to pay to leave. We put in a complaint, and were promised someone would call (we specifically asked to speak to someone) yesterday or today. This morning we receive an email(!) essentially saying that it was our fault for not knowing how a boiler works, that the charge stands and they would not deal with the matter anymore. In my job, leaving a customer this unhappy (my mother was in tears after getting off the phone yesterday) would be completely unacceptable and it speaks volumes about Your Repair that they are satisfied with this. We’re not stuck with boiler cover until April and completely afraid of ever calling them out again lest we will be charged even more money on top of what we’re already paying.
I would strongly recommend that anyone who is not confident with fiddling about with their boilers themselves to NOT use this company. Go with British Gas (why did we ever leave??). I dread to think how they treat their elderly customers who may be even more reluctant to self-diagnose their boilers than we are.”
“So far I have been in touch with Your Repair three times and each time my claim has been rejected for one reason or another. This does not feel like what I signed up for - you "talk the talk" about the cover you provide in order to get people to sign up and make the joining process very easy, but I have not so far seen evidence of service when it comes to actually dealing with repairs.”
Hi,
I'm sorry to hear that you're unhappy with the service you feel you've received so far. In the interest of finding a resolution, I have taken a look into your account to understand further.
I can see that on each of the occasions you have logged a claim, it has been for something that isn't coverable by your plan, which we have explained to you on each instance. On one of these occasions we have sent an engineer out to your property.
We feel we make it very clear in our terms and conditions what is and isn't included within your policy in the interest of ensuring that we can help when you need us.
If you ever wish to discuss an issue with our Claims team prior to logging a claim, we're always happy to talk through what we're able to assist with.
Tom
Aftercare Team
Posted 6 years ago
Hi,
I'm sorry to hear you're not happy with the service you've received from us so far. If there's something we're not able to cover, we will always explain why and there will always be a valid reason for not being able to cover it.
I'm unable to locate your account from the details provided, but should you wish to discuss any of your claims with our advisors, please do give us a call on 0330 223 4422 and we'll be happy to explain.
Tom
Aftercare Team
“To not advise your customers you are entering a no get out contract when going with your company is disgraceful, my husband has lost his job and we can no longer afford this cover and to be told we have to pay over £300 to get out of this contract is sheer robbery, when reading the consumer act it states that you should for a "service" charge a proportionate amount and for you to do this is completely unacceptable and gross misconduct when you should have a duty of care to the well being of your customers, i am completely shocked by the companies attitude to a persons debt , a person with mental health issues who struggles with day to day life, this has left me feeling at a complete loss, my financial commitments out way what i can pay and now being told this is the last straw to push me to the edge. no help from your company at all .”
Hi Mychiela,
I understand that we have made contact with you from your review on another platform and believe the matter now to be resolved.
I apologise for the inconvenience and upset caused.
Thanks,
Tom
Aftercare Team
“I bought this policy for my mum(88), when she had a leak from a radiator joint and an engineer came out and reported back as the 15mm radiator pipe looks in poor condition and looks to have corroded, so I was informed that this wasn’t covered.
A couple of weeks later the boiler was due its service and an engineer turned up and I was told that as it’s an old system, they only do a visual inspection.
I have since tried to cancel my policy and had to pay the last months remaining before I could cancel for a policy that wouldn’t cover my heating system.”
Hi James,
I'm sorry to hear you were unhappy with the outcome of the claim. We always aim to provide a resolution where there's a fault that we can cover.
In this instance the radiator had corroded, which we are unable to cover as a key exclusion of the policy.
In regard to the boiler service, the content of the service is not dictated by the age or condition of the boiler. We perform the same checks regardless of your boiler. Most of the manufacturers requirements can be satisfied by a visual check, which is what we complete during our services. The breakdown of the service is detailed on our website.
I hope this helps to clarify things for you and sorry for any inconvenience caused.
Kind regards,
Tom
Aftercare Team
“I think it is disingenuous to ask for feedback when all I have done is to sign up for the service. I am not going to comment on how easy it is to sign up....If you can't get that bit right then I would hardly have signed up would I?
Ultimately the only thing that really matters is how you respond when I have a problem. Until I have experience of using your service I don't see the point in being asked to give you a review”
Hi Philip,
We're sorry that you feel it's disingenuous - that's certainly not our intention. We ask for feedback at all key stages of your time with us so that we can gather constructive feedback in order to continually improve our service.
Tom
Aftercare Team
“Providing an email with supplier details for me to arrange an appointment to have my heating and hot water restored is not why I purchased a care plan. Hearing service staff telling me all day that my claim is with dispatch and no sign of any restoration of heating looking likely within a week. No one bothering to even let me know what’s going on. I regret leaving the excellent service I received from Scottish gas and certainly regret finding Your Repair on the web.”
Hi Pat,
I'm sorry to hear of your experience regarding your recent claim. I have assigned a complaints manager to investigate the matter further and make contact with you today, as this is not the level of service we aim to provide to our customers.
I can see that the job has been assigned to your boiler manufacturer, who will be in contact today to arrange an appointment.
Tom
Aftercare Team
“Anything that goes wrong and you happen to leave more than 4 days they say they can’t fix it, I have been with them 2 yrs and not had to use them which is good , then when I need them they say they can’t help as it has been more than 5 days, you wait to see if your boiler rights itself but mine never did in the end, I rang them and they just said sorry it’s not covered even though we have the top of the range cover, would not recommend them so cancelled our DD , as they where not doing there job,”
Hello,
I'm sorry to hear you're unhappy with the service you've received. This isn't the level of service we wish to provide our customers and I'd like to look into things further to see how we can help.
I am unable to locate an account as you've not provided a name or any other details, so I'd appreciate if you could write to customerservice@yourrepair.co.uk quoting this review so that we can take a look into the matter for you.
Tom
Aftercare Team
“Delay tactics ... submitted claim for a repair was declimed on the basis that the boiler is not accessiable for repair, however the same boiler was serviced by myrepair in August 2019 without issues. Can someone explain the logic behind their decision? Suprising all bad reviews are deleted. Engineers who have previously worked with the company admit to feeling guilty as the company uses delay tatics to avoid covering cost of repairs . Especially with elderly citizens like my p
arents in their 80s”
Hi Asma,
I'm sorry to hear you're disappointed with the claims process. I can see that one of our senior advisors, Adam, has spoken to you at length regarding your comments and that the claim had been declined as due to the information you had provided at the time. I understand that this has now been cleared up and an engineer has attended today to carry out the repair.
I can assure you that we do not delete negative reviews, as we welcome all feedback as an opportunity to learn and improve our service.
Tom
Aftercare Team
“Avoid this company they try to get out of any call outs they can. I had a boiler that was working and after the gas safe was carried out and passed it then didn't work and they refused to send a engineer saying the boiler wasn't working when they arrived?
How do you carry out and pass a gas safe and service to a boiler that isn't working?
Now I have a gas safety certificate but no hot water or heating and have been paying for boiler and heating cover for 23 months,
meeting all the requirements one of which was paying privately £600 to have the system flushed. Do not waste your money with this company.”
Hi Patricia,
I'm sorry to learn you were unhappy with our service.
I've asked that a complaints manager takes a more in-depth look into your account and calls you this morning with a view to getting this fully resolved.
Tom
Aftercare Team
“Absolutely appalling. Two years of paying monthly instalments and no servicing! Company knew I was deaf and we had no calls but they knew our email address. Company claimed they did call outs between October and March....never saw anyone!
Couldn’t even cancel policy midyear as I was threatened with court action. Ended up paying elsewhere to service my boiler.”
Hi Peter,
I'm sorry to learn you're unhappy with the response to your recent claim.
Unfortunately, faults caused by a build-up of sludge aren’t something that your plan covers. This is because unless the water is treated and the system is flushed out, any new parts that are fitted will quickly block up and breakdown again. Continuing to run your system like this can also cause your system to overheat, which can cause extensive damage.
Whilst I appreciate this wasn’t the outcome you’d hoped for we always try and be as transparent as we can with our customers about what our plans do and don’t cover.
We do appreciate your comments and I apologise that we were unable to offer a repair on this occasion.
Tom
Aftercare Team
“Rubbish...when I needed help with my boiler not working, just got left in the lurch. Had to get a proper engineer out to easly fix the problem after being told that parts were unavilable for my boiler from the clown that you lot sent.”
Hi,
Thank you for your review. All our engineers are vetted and gas safe registered.
We only use genuine parts on our repairs. If you wish to discuss this further please call our customer service team on 0330 223 4422 (option 3)
Lorna
Aftercare Team
Hi,
Thank you for your review. I am sorry to hear that you are unhappy with our service. The plan you have chosen does not cover the fault you are claiming for. Your online account details exactly what is covered. If you wish to discuss this further please call us on 0330 223 4422 (option 3)
Lorna
Aftercare Team
“AVOID AT ALL COSTS!!!!!
Refused to repair accidental damage - we replaced the appliance ourselves and still had to pay for 12 months!
They won't cancel the contract - and tripled the premiums on the second year!
Now they've called a debt collector!
PLEASE JOIN A JOINT LEGAL CAMPAIGN AGAINST THESE SWINDLERS!”
Hi,
Thank you for leaving a review of your recent experience. We’re sorry that you were unhappy with our service.
The terms and conditions of the policy are very clear and are always available to view either on our website or on the online portal.
If you wish to discuss this further please call us on 0330 223 4422 (option 3)
Lorna
Aftercare Team
“Avoid at all costs. Our heating failed during a cold snap. They couldn't send a engineer for two days so we froze. They charged £60 quid up front. When the guy did eventually turn up he had very few tools and then said our "installation was faulty". He said it was our fault for putting towels in the airing cupboard blaming these for the faulty three way valve. He took a photo then disappeared - no work was done. Several hours later we received an email saying our claim had been rejected. We didn't get a refund or our heating fixed.
We phoned British Gas and signed up for their service plan - they came out the next day and replaced the faulty part. He then inspected the entire system and certified that it was a bona fide installation and would be covered by the policy. This took fifty minutes. Heating restored.
Today we got a phone call at 750am demanding that we reinstate our direct debit. I told them of our experience and put the phone down. I then got an email threatening to send the outstanding 12 months balance to debt collection. Unbelievable
Debt recovery by a shameful company
I left a bad review for this awful company previously after they failed to fix out central heading last winter. Their "engineer" turned up with no parts of tools and condemned our central heating system saying it was all our fault. Silly us had used the airing cupboard to store bathroom towels which was blamed for a failed three way valve. We paid sixty pounds for nothing and were not offered a refund. British Gas turned up the next day and fixed the issue no problem. They simply replaced the part and certified the system as safe. But it gets worse.
Despite several requests to cancel my account after their failure to provide a competent engineer, I was contacted by CCI debt recovery in May demanding money for a service that I had already cancelled verbally. I paid up - 167 quid for nothing. Again I tried to cancel the contract - but was told it would run for a year and I would have to pay. So today I get another demand from a debt collection agency - CCI for 217. No phone calls, no letter from yourrepair - just a debt collector. For about 400 quid in total I have received nothing and can't cancel their contract. This company is a disgrace and not to be dealt with under any circumstances.”
Hi,
Thank you for your feedback. We are sorry that you are unhappy with our service. If you wish to discuss this matter further please call us on 0330 223 4422 (option 3)
Lorna
Aftercare Team
“Engineer came out and said the repair was not covered and would be chargeable. That's not very good cover is it. I it smacks of PPI, selling cover but not willing or expecting to pay out.”
Hi,
Thank you for your feedback. We are sorry that you are unhappy with our service. We make all our inclusions and exclusions on your policy very clear. We do give all customer's a 14 day cooling off period and you are encouraged to make sure that the cover is right for you.
Lorna
Aftercare Team
