“Should be made aware that the service is not till the end of the contract. Contacted customer service and they said it is mentioned in frequently asked questions!! You should make customers aware upfront. Over the years, no company I have been with has ever done this!”
Hi John,
I'm sorry that the scheduled Boiler Service date is not suitable. I can see that a third party, who is not authorised on your account has contacted us to discuss this but due to data protection we were unable to assist. I can see that my colleague has called you but you were unavailable at the time. If you could please call our customer service team on 0330 223 4433 and select option 3, we will be happy to look into this for you.
Kind regards
Caroline
After Care Team
Hi Joanne,
I am sorry to learn that our sign up process has not been suitable for you. We aim to make signing up to our plans as easy and stress free as we can for our customer's.
I can see that you have signed up to the plan online by entering your name, address, contact details and bank account details, for the monthly direct debit. You have confirmed that you agreed to the terms and conditions and a confirmation email was sent to you which includes a link to your online portal, where you can access full details of the plan and download your policy documents. However, I can see that you have since spoken to a member of our customer service team who has cancelled the plan for you during the 14 day cooling off period.
I am sorry that you have cancelled your Boiler Cover on this occasion but please consider us again in the future.
Kind regards
Caroline
After Care Team
“you sent me a link to login but no password so the system is not letting me in
in your other link I was asked to enter my boiler details and the system would not accept it. I wasted my time trying to enter the details a few times but with no result
dissapointing”
Hi Agnieszka,
I'm sorry to hear you are having issues with your online account. Please give our Customer Service team a call on 0330 223 4422 (Option 3) so we can assist you and update details on your behalf.
Kind Regards
Karen
AfterCare Team
“Memo to self: Always read the T's and C's in full before signing up. This companies product has so many "General Exclusions" and an "Annual Service" which is only an inspection and safety check, it's not worth having - "caveat emptor"”
“Exceptionally bad service, after the service engineer damaged the meter which is he was supposed to inspect I am told by yourrepair that the "follow on"visit is no longer covered?”
Hi there,
We're sorry to hear you're unhappy with the service.
We are unable to locate your account so please provide us with your full name and address, by emailing aftercare@yourrepair.co.uk so we can look into this further for you.
Kind Regards
Karen
After Care Team
Hi James,
I am sorry that we have been unable to process your claim. This is due to you informing us that the fault occurred prior to your plan start date. Faults that were present prior to joining us are something that is not included under your plan with us.
We always try to be as transparent as we can with our customers about what our plans do and don’t include. If you wish to discuss this further, please contact us on 0330 223 4422.
Kind regards
Caroline
After Care Team
Hi Suzy,
I'm sorry that you're unhappy with your recent claim. After looking into this I can see that the repair is taking longer than we would have expected. We understand that the boiler is providing central heating and intermittent, hot water at the moment and we have allocated this job to the manufacturer as we feel that the makers of your boiler are the best people to repair it.
If you wish to discuss this further please email us at aftercare@yourrepair.co.uk
Kind regards
Caroline
After Care Team
Hi,
I'm sorry that you're unhappy with your plan with us. If you could please provide your full name and address details by email, to aftercare@yourrepair.co.uk, we will be more than happy to look into this further.
Kind regards
Caroline
After Care Team
Hi Dipak,
To log the boiler fault with us, please contact our claims team on 0330 223 44 22 and select option 2, or login to your online portal to book a repair.
Kind regards
Caroline
After Care Team
Hi Nick,
I can see that you have posted your review within 1 hour of joining us and you have not yet contacted our customer service team to discuss the boiler service. If you wish to call us on 0330 223 4422 and select option 3, our team will be more than happy to help.
Kind regards
Caroline
After Care Team
“I signed up, then found out they do not cover back boilers - nothing flagged up when I entered the type of boiler I have. Now the call centre is shut so I’ve got to remember to call them on Monday. Not happy. Not happy at all.”
Hi Rafiat,
I'm sorry that you're unhappy with the response to your recent claim. However, on some occasions there are certain things that aren’t included in your plan, as in your case. The fault has been caused by a high amount of rust in the Central heating system and this would indicate that the system has not been maintained correctly prior to taking out the plan with us, recently.
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. If you wish to discuss this further, please contact us on 0330 223 4422
Kind regards
Caroline
After Care Team
“I cancelled the policy because it said I would be covered instantly and entitled to immediate repairs. It turned out I'm not. I was told that they wouldn't be taking the direct debit...they did, a day earlier than stated. I called to get my money back, under the direct debit guarantee it must be immediately refunded, they said I have to wait 10 working days.”
Hi Tony,
I'm sorry that you're unhappy with the response to your claim. However, on some occasions there are certain things that aren’t included in your plan, as in your case. The fault on your boiler occurred during the first 14 days of cover with us and no initial exclusion period at the start of your plan is applicable only when switching from another provider.
Your first payment is taken on or after the 14th day of cover and I can see that a member of our customer service team has requested a refund for you which can take up to 10 working day. Please contact your bank to request the refund if you wish to claim this back through the direct debit guarantee instead.
Kind regards
Caroline
After Care Team
“My boiler has an intermittent fault. Engineers have said they cannot diagnose it unless it occurs in front of them. Really!!! why not test the boiler components to check they are working properly. Still without a fully working boiler nearly 6 weeks after initial problem. My advice would be to save the monthly subscription. Oh and they nearly sanctioned a repair I was not covered for, so I would have had to pay for that as its not included in the plan. No apology when I have rung up. They are not really bothered. Sad really. Was hoping for better, considering I am a key worker in health care working to keep people safe from COVID 19 its a shame a company like this could not help me. I suppose you are just left to struggle if you have a problem and ask 'your repair' to assist. I don't see that on the front of their web page.”
Hi Mark,
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 aftercare@yourrepair.co.uk and a customer advocate will call you back as a matter of urgency.
Kind Regards
Caroline
After Care Team
“Service isn't really there. Joined in September, received a short phone call about my policy. Since then, no one has been in touch to enquire about servicing my boiler. Never got any info about the free night in a hotel promo. Now the hotels are shut & engineers probably only working emergency call outs. Paid over £140 in fees for pretty much nothing.”
Hi Graham,
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 and a customer advocate will contact you as a matter of urgency about your free promotional offer that was available when you signed up to the plan with us.
Our boiler services are carried out during the summer months, between March and September but unfortunately, due to the current situation with Covid 19, we are experiencing some delays. However, one of our engineers will be in contact with you as soon as possible, to arrange the visit.
Kind Regards
Caroline
After Care Team
“after opening an account and trying to prove constant cover by sending a renewal from my current provider along with schedule date for payment and proof of payment from the bank that I STILL had cover with the old provider - they refused the proof of cover and would not go out to a repair
No choice but had to cancel and go with a more professional company
Very dissatisfied with the service would not recommend to use”
