“WARNING - BEWARE! x3 Boiler models are not covered.
Potterton Powermax, Elm Le Blanc, Chaffoteaux Britany Combi.
You should note that it is your responsibility to read the terms and conditions within 14 days after you sign up and then if you look very carefully you will see hidden on page 10 - Boilers: point 6.20 that certain models of boilers are not covered as they require specialist work. Who would have thought models? Age l can understand, but models? Their website actual states Potterton as a manufacturing partner, but not that there are models not covered!
They do not make this clear when you sign up and only ask the age of the boiler and if it is currently working. Surely this should be on their website or at the very least be a notification at the point of signing up? For them to take the stance that, quote: “the onus is on the customer to read the terms and conditions to ensure the cover is suitable” could in my opinion be considered sharp practice, practically as one of their business slogans clearly states they “will make sure you understand what you are signing up for”.
They will start the plan, take your monthly payments, service your boiler and come out to repair faults (l have had one annual service and three engineer repair visits), then when the fault escalates into a more expensive issue they refer it to the boiler manufacturer and at that point they look at the actual details of the boiler they have been servicing and repairing all this time and call you to advise that you are not covered and they are cancelling your policy.
Apparently, they do not have time to look at the details of the boiler when they sign off their work sheets to authorise their contractors to proceed with the service/repairs, even though it is marked clearly at the top of the contractor’s job sheet. If they had looked they would have seen at this point they were actually approving work to a boiler that they do not cover.
Obviously at this point as a customer l am now in a compromised position, as l need to find an engineer to repair the boiler before l can find an alternative care plan, as understandably the boiler needs to be working to get a good deal, for example with Corgi, British Gas or any of the other companies that offer this service.
It is also worth noting that the skill levels of their contractors vary enormously. The first one said the replacement part was obsolete and the claim was subsequently declined via email. They did not at this point offer any further options or call to advise that as they could not repair it they would need to cancel the policy. I can only assume they did not have the time and therefore would have kept taking the monthly payments if l hadn't contacted them to advise that the boiler was still not working and was now showing a different fault code, which resulted in a second engineer visit and subsequently a third follow up visit as still not working. I spent a lot of phone time with YourRepair (a lot of it on hold waiting for an adviser) over those few days discussing the claim, as they had to cancel the second one and incorporate it into the first one in order for their system to approve the additional repair visits, which they did. Still no one checked the boiler details even as this was quite obviously becoming a difficult case.
After calls with their contractor to discuss booking the next appointment, he then referred it to YourRepair for approval and this is when the whole scenario started as they checked the model of the boiler and realised that although it was made by one of their manufacturing partners, it was a model not covered and therefore cancelled the policy.
In addition to all of this, during the second repair visit the contractor removed the valve from my bicycle tyre inner tube to repair the expansion vessel in the boiler (he normally caries these, but not today) and as yet even when reminded before his last and final visit that l needed this replaced, it was not.
Fourteen months of payment (£206) later l still have a broken boiler, no offer of compensation or help and to add insult to injury l need to buy a new inner tube for my bike tyre!
YourRepair is a very apt name, bearing in mind the extent to which l have had to be involved over the last two weeks since I made my claim, concluding in a NoRepair.
Quotes from their web page – All of which they failed to live up to!
"We will make sure you understand what you are signing up for"
"We will make it clear what is covered"
"If we do get something wrong, we'll put our hands up and do our best to make things right straight away"
I emailed them a written complaint asking for a refund of all my costs (£206) as compensation, along with a copy of this review, advising them l hoped l would not feel the need to publish it as they would uphold their pledge: “If we do get something wrong, we'll put our hands up and do our best to make things right straight away”. I received a phone call from Samantha (she wouldn’t give me her surname due to data protection, only that she was a customer complaints Manager – or give me the full names of her Manager or the Company CEO), who spent her call time repeating the standard response of “ the onus is on the customer……”
During a long pointless call and after much reiteration of the case by me, she offered to send me a £25 Amazon voucher to cover the replacement of my bike inner tube and this was duly received with a follow up email reiterating their excuses and advising they had spoken to Potterton and been told they do not repair that model boiler. This was another misleading statement from YourRepair, as l subsequently contacted Potterton and not only did they come out the next day to repair the boiler but offered a yearly maintenance contract to cover any future faults.
Make sure you know what you are signing up for, as they certainly won’t!”
Hi Phil,
I am sorry to hear that you are unhappy with the service you have received so far.
We do make it clear that when signing up for a plan with us whether it be over the phone with an agent, or online that you must agree to the terms and conditions of the plan as this is where we do clearly state what is covered, including any exclusions which as you have outlined does detail certain models of boilers as they require specialist work.
We do feel we have been transparent in offering this information within the terms and conditions, as well as in the FAQ section of our website however I have passed on your feedback regarding this to the relevant part of the business.
I can see that your complaint has been raised with us and can confirm that this has been through our complete complaints procedure and that you have been sent a £25 Amazon gift voucher. I do apologise if this was not the outcome you were hoping for and for any inconveniences you have experienced. If you would still like to discuss this further please contact us on 0330 223 4422.
Bronte
Aftercare Team
“Appalling service. Engineer visited and said I needed a simple valve replacement. The company refused to pay, saying it was not covered. What rubbish. They take your money and then weasel out of paying.”
Hi
I'm sorry to learn you're unhappy with the response to your recent claim. I have taken a look into this and can see that the problem was with a valve on a unvented hot water cylinder.
Unfortunately, unvented hot water systems are not included in your plan. This is because they require specialist work and additional qualifications above and beyond the standard domestic gas qualifications that our engineers hold.
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 include.
We do appreciate your comments and I apologise that we were unable to offer a repair on this occasion.
Kind Regards
Bronte
Aftercare Team
“Utter rubbish. The engineer told me the heating was fixed, and he had left it on - rubbish! Came back the next day and said it needed a part but needed authorisation before he could order it! Left a whole weekend with no hot water or heating because the so called 24/7 helpline won't pick up. I was told Your Repair would ring me 1st thing Monday morning ....... Nothing yet!!!”
Hi Dawne
We’re sorry to hear about your experience
Customer satisfaction is our number 1 priority and we regret that we didn’t live up to your expectations on this occasion.
We’d greatly appreciate the opportunity to put things right.
Please could you email your full name and telephone number to customerservice@yourrepair.co.uk and a customer advocate will call you back as a matter of urgency.
Kind Regards
Bronte
After Care Team
“Stay away from this company at all costs. There is a reason why they are cheaper than other providers. If you do not report a fault within 24 hours of noticing it they’ll reject your claim saying that you have taken too long to report it. I was told all this was in their T&C’s and they are doing nothing wrong. I suggest everyone reads all the fine print within the cooling off period as they will find any excuse not to honour claim.”
Hi
I'm sorry to learn you're unhappy with the response to your recent fault. I have taken a look into this and can see that you advised us that you were aware of the problem and continued to run your heating with the fault for 2 weeks.
Unfortunately, although we don't usually enforce a time frame for reporting a fault, we are unable to assume responsibility for faults where you haven't taken reasonable steps to avoid making the problem worse.
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 we can and can't assist with.
We do appreciate your comments and I apologise that we were unable to offer a repair on this occasion.
Kind Regards
Bronte
Aftercare Team
Hi Feng
I'm sorry to learn you're unhappy with the response to your recent fault. I have taken a look into this and can see that the fault was reported within the first 14 days of you joining us.
Unfortunately, pre -existing faults within your first 14 day cooling off period aren’t included in your agreement with us.
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 include.
I can also see that our advisor confirmed, that we have never taken or received a payment from you. We don't take your first direct debit payment until the 15th day of your plan start date. After your initial 14 day cooling off period.
We do appreciate your comments and I apologise that we were unable to offer a repair on this occasion.
Kind Regards
Bronte
Aftercare Team
“Message from YourRepair on 1/10/19 to say that an engineer was being despatched to service our boiler. This is now 28/11/2019 and the boiler service has not been carried out. A series of unanswered telephone and text messages; one visit from an engineer who could carry out the service because the boiler was on (no request for it to be otherwise) time of work waiting for engineers who didn't appear and a receptionist who didn't like receiving a complaint about the service (not) provided.
What can you say? DON'T WASTE YOUR MONEY!”
Hi Ian,
Thank you for taking the time to leave your feedback. I am sorry to learn that you have been unhappy with the service you have received, I can assure you this is not the usual standard we expect our customers to experience.
After having a look into your account, I can see that we have offered you a solution in regards to this complaint. If you would like to discuss this matter further, please give us a call on 0330 223 4422.
Tom
Aftercare Team
“When you renewed my YourCare30 Landlord policy in January, you said I'd get the same benefits. This was not true - I have just discovered that the annual boiler service has been removed for Landlord policies, and it's CP12s only now. I won't be renewing!”
Hi Anthony,
I'm sorry to learn that you are not happy with your plan inclusions. I have requested for a complaints handler to contact you by the end of today with hopes to get this resolved for you.
Bronte
Aftercare Team
Hi Andrew
Thanks for taking the time to share your feedback.
Our engineers are all fully qualified, gas safe registered and vetted by us. We examine engineers customer feedback and use it as part of our vetting process. I can see that your engineer is publically rated 9.96 out of 10 based on over 90 jobs online.
That being said we would like to investigate any concerns you have. A customer advocate will give you a call and get any issues ironed out.
Kind Regards
Bronte
Aftercare Team
“Avoid by any anymeans. Absolute shocking service, had my plan for several months in my rented property. When the time came for landlord gas safety, the company which they send capped the boiler, claiming the boiler needs repair. Took them 2 days to inform, your repair refused to do the repair and advised me to find an independent supplier, despite that i had my boiler covered. Then the company who capped my boiler took them 5 days to give me a quote for repair and 2 weeks to do the repair. Meantime my tenants were left without hot water and heating and the temperatures were below 0. Seems yourrepair are only good of taking your money and sign you up but when they come to deliver, their service is absolute shocking.”
Hi Luben,
Thank you for taking the time to leave your feedback and I am sorry to hear that you were unhappy with our service.
I can see that this complaint has already been logged in our system and I can confirm that a complaints handler is investigating this for you and will be in contact with you by the end of today.
Bronte
Aftercare Team
“AVOID AT ALL COSTS!!
New leak started with boiler with automated email to say engineer booked when reported within a day but engineer failed to call me so chased him then no feedback after his visit. After several lengthy phone calls, it was clear YouRepair DID NOT WANT TO DO THE REPAIR the boiler so hid under their terms and conditions even though the engineer's report did not mention corrosion on a boiler”
Hi,
Thanks for taking the time to bring this to our attention.
It's always our intention to assist our customers through the claims process and provide full explanations of any outcomes. I'm sorry that you feel we have not met your expectations on this occasion however I can assure you that the reasoning for your claim being overturned is in-line with our terms and conditions.
I can see that your concerns have already been escalated and handled by our complaints team however if you still require any further assistance or explanation in regards to why corrosion was the cause of the fault and reason for your claim being overturned then please feel free to get back in touch with our customer service team.
Bronte
Aftercare Team
“Before they will attend they ask the following, which expects you to be heating engineer! I received no call to talk through the below, only to ensure you agree to the T&C, you are expected as the the home owner to make these checks yourself!
Before we continue…
We need to make sure that you agree to the terms of our callout policy
There are certain tasks that are detailed in your user guide as your responsibility. In accordance with our terms and conditions, If an engineer attends and carries out a user task such as, re-pressurising your boiler, replacing batteries in controls, bleeding your radiators, or any other task detailed in your user guide, you may be charged up to £90 to cover our costs.
We strongly recommend that you check the fault is not caused by a user task, read your user guide and the terms and conditions of your policy to avoid any unexpected costs.
I've moved from being a customer at British Gas and already wising I hadn't!”
Hi,
I'm sorry to learn that you are unhappy with our claims process. The statement you have detailed above is a call-out policy of ours which is required for claims to be processed. This is to ensure that you are making a claim for technical assistance and that this is not something that can be resolved without any technical training or Gas Safe qualifications. This is outlined in your boiler manual as something that the manufacturer would expect you to be able to complete.
Should you have any further queries regarding this matter, please feel free to contact us on 0330 223 4422 and one of our customer service handlers will be happy to explain this further.
Bronte
Aftercare Team
“Would give it ‘excellent” for your customer relations team BUT THE ONLINE EXPERIENCE was a nightmare. It even had the wrong phone number to contact you ( one missing number so you got the message ‘you have dialled an incorrect number, please try again’) I got a message telling me I hadn’t completed the order but no way could I workout what I had done wrong. I began to think it was a scam and worried I had given bank details etc on the site!”
Hi Carol,
Thank you for posting your review of your experience. I am sorry to hear that your online experience with us was not of our usual standard however I am pleased to see that our customer service team was able to assist you in taking out a plan with us.
I can confirm that the contact number on our website is correct, however we have picked up on a technical issue with a missing digit on the footer of an auto-generated email and I wonder if this is where you have experienced this error. We have our technical team looking to get this rectified ASAP.
Please accept our apologies and if you require any further assistance please don't hesitate to contact us on 0330 223 4422.
Bronte
Aftercare Team
“Claim rejected! Having read the other reviews, I am not surprised. We had to PAY £60.00 for an engineer to come and look at our faulty boiler. The engineer came and 'found' a faulty part and provided a report. Your Repair said they wouldn't cover the part 'as the heat exchanger can only be effected by sludge, scale or corrosion, we have been unable to proceed with the repair'. I queried why they hand not identified the 'sludge, scale or corrosion' just over a month ago in September, when they carried out the annual service, and cleaned the boiler or advised me to clean the system as per their terms and conditions. Their response was that we 'confirm that "Cleaning the boiler at the time of servicing" refers to the boiler casing'. We had the part replaced independently and it wasn't broken at all. Our independent engineer provided a report saying the heat exchanger wasn't broken and there was no sludge, scale or corrosion in the system, he located the issue and fixed it. So we have paid monthly for cover and an additional £60.00 to have a problem misdiagnosed and addressed which has been very costly for us.”
Hi,
I'm sorry to learn you were unhappy with our service.
Upon further investigation into your account, I can see that a complaints handler has been liaising with you in regards to this matter and from your last response, we were under the impression that the matter had been resolved. I can also see that the £60 you were charged was a fixed excess that you took out with your plan.
If you would like to discuss anything further you can reach us on 0330 223 4422.
I would like to apologise for any inconvenience this may have caused.
Bronte
Aftercare Team
Hi,
I am sorry to hear that you have been unhappy with our service.
Upon further investigation into your account I can see that your recent claim was rejected due to your submitted fault being caused by the effects of the sludge found from a previous claim. As detailed in our terms and conditions, we will not cover replacement of parts that are faulty or damaged as a result of sludge or hard water scale.
If you wish to discuss this further please don't hesitate to call us on 0330 223 4422 (option 3)
Bronte
Aftercare Team
Hi,
I'm sorry to learn you are unhappy with our service.
Upon further investigation into your account, I can see that one of our complaints handlers has tried to contact you via the provided phone number on our system numerous times within the time frames that you have provided.
I have now obtained your international number and have arranged for a complaints handler to get in contact with you via this number today to get this matter fully resolved.
Bronte
Aftercare Team
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.”
