“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
“Service engineer for my boiler was great, did a really good job and gave me useful info on my boiler ..customer service were quick and easy to get hold of”
“This rating is purely for the joining process which was extremely easy and I have been given a much better deal than renewing my British Gas home care plan (nearly 1/3 the cost like for like). So far that is all I have done, so I have still to see how the service works! Hopefully it will be as good. If so, and the price remains as competitive, then I will have no hesitation in renewing the policy next year.”
“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
“So far so good although I would have liked to have recieved a booklet or pamphlet explaining just what I was covered for plus list of necessary phone numbers in event of emergency I am elderly and do not function well on compters someone always has ro do it for me”
Hi Angela,
Thank you for leaving a review and welcome to YourRepair. We are typically a paperless company, so don't send out any paperwork in the post as standard - however, I've asked for a copy of your documents to be posted out to you.
Tom
Aftercare Team
Thank you for the 5-star rating Patrick - i'm pleased that Lorna was able to be of assistance. I'll make sure she gets to read your comments!
Tom
Aftercare Team
“Rang up with several questions, spoke to Manjit who explained everything very clearly, so I signed up for the next 12 months. Received welcome emails etc very promptly, process to update personal & boiler details very easy. So far so good.”
