“Easy to sign up, excellent prices and here’s to hoping our boiler will be well looked after. The only company not to penalise you on boiler age. Thumbs up!”
“All companies make mistakes and it is how the mistake is dealt with that ultimately makes a company customer focussed or not.
I had a poor experience with the manager at yourepair. I found her unhelpful bordering on rude and I posted a negative review. Within 5 minutes I recieved a call discussed the situation and was given an apology and action was immediately taken to sort my problem. And as icing on the cake my call out fee for an abortive repair was readily refunded.
I feel that this company has acknowledge its error, apologised and put matters right. I am now extremely happy with the service and intend to give them a try in the future.
I hope that this situation has been an opportunity to learn and that staff will be given extra training to just a bit more flexible and understanding when things occur that are a bit outside the norm.”
Hi Jespah,
I'm sorry to see that you have left a 1 star rating. Upon further investigation I can see that you have logged your claim with us this afternoon and that it is currently in the process of being dispatched to an engineer. Please await email confirmation for when an engineer has accepted this job.
If you have any further queries please don't hesitate to get in touch.
Bronte
Aftercare Team
“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
