“Joined yourrepair this morning for landlord cover (boiler/electricity etc). Asked twice if I would be covered from today and was told yes, so cancelled my previous policy. Low and behold a few hours after my tenant calls to say that there's no hot water. When she calls Yourrepair they tell us that there's a two week period where they can't offer you any service. I ask them to listen to the call where I was told twice that I'm covered from today. The agent that I spoke to (Brook) then says regardless of what you were told this still stands!! So she's saying even of we told you that you are coverd today, you're not! I asked for a manager to listen to the call which I'm told may take 48 hours whilst my tenant has no hot water. The fact that she was not surprised that I was told this and that she would not accommodate what had been agreed says a lot about this organisation. I'm waiting for a manager to call me back as I feel this was miss sold.”
Hi Neasha,
I'm sorry that your claim has not been processed at this point. Just to clarify, you will be covered instantly, when joining us, if moving directly from another provided who you have been covered with for a minimum of 12 months. If you have had a gap in cover, no cover, or less than 12 months cover, prior to joining us, then a 14 day exclusion period is applicable. As you have stated that your previous cover was cancelled on the same day that you joined us, we will be more than happy to process your claim, in-line with our service agreement, if you could please provide us with a document showing proof of your previous 12 months cover, such as the renewal letter. You can upload this to your online portal for our viewing.
If you have any further queries relating to this please email us at aftercare@yourrepair.co.uk
Kind regards
Caroline
After Care Team
“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
