“I signed up for landlord Central heating cover when I tried to arrange a gas inspection CP12 I was told this could not be carried out for 28 days, I had previously been advised this could be arranged within 14 days, as my CP12 expires in 3 weeks I have had to cancel the policy.”
“I joined YourRepair in February 2023 after leaving British Gas Home Care, I was contacted just over a week ago about my annual boiler check which sounded good, I wasn't expecting one until September 2023. the check was arranged for 20/06/23 between 0900 - 1000hrs I stayed in today especially to get this check completed - No one turned up and as yet have not had a call with any explanation as to why.
I thought that the service from British Gas was bad. well done Your Repair - you are worse!”
“I rang before I booked a repair for the boiler tap in kitchen , I explained the exact make and model of the tap and it was a boiler tap to the lady on customer services, she informed me it was covered and sent a link to pay which was instantly taken .
Engineer rang, and we booked a time , he knowsthe tap and was very knowledgeable.
Now 3 hours later, another person from customer services tang to say it was not covered and it would take 5 to 10 WORKING days to get my refund for something I should not have paid for in the 1srlt place.
So 1st impressions are that they are happy to take you money but not happy to refund an error of their making.
I would not have minded if they had told me this morning it was not covered.”
“The online application process does not give an updated cost of cover until the direct details are submitted and the policy is in place. From an initial cover price of £25 pm.. it jumped to £43.
Not a good system and a waste of my time and the Customer Service rep's time who spends most of his time dealing with cancellations due to the above.”
“I only wanted a quote and it took details then set up a plan for twice the cost of the quote - trying to get it cancelled! I thought the days of misselling were over. Not very good and will be going elsewhere.”
“Terrible service. It was incredibly difficult for us to get the gas safety check with boiler service booked and I am still chasing up trying to get the gas safety check certificate. Would not recommend.”
“Would not use again, will not be recommending. Your systems don’t work, your communications are not clear. I had 5 properties covered with you and in just about every instance I ended up arranging a gas safety certificate engineer visit myself. I told you a year ago of deficiencies in your communications and you acknowledged these but have taken no action to ameliorate. In my cancellation note I asked a simple question about how we handle a final payment to you and you’ve failed to answer. I have though received 19 emails from you since notifying you of the cancellation. you’ve provided me with a very below par service.”
“Appalling customer service. I recently cancelled my agreement with yourselves within the 14 day period specified. I am still receiving emails threatening me with legal action re: unpaid direct debit fees. Sort it out and communicate with each other better!”
“It is not the staff who handle the calls that are poor they are very understanding and polite but for the time wait for a engineer to come to your property pensioners Absolutely frozen and they have to wait up to 24 hrs appalling as they just reject jobs”
“My central heating was partly working with the upstairs of my house fully working and downstairs all but 2 were not working. The ones that were working downstairs were not providing maximum heat however it was still somewhat warm. I booked an engineer from YourRepair and the service was very quick and the call-out turnaround was within 24 hours.
After the engineer arrived, he had done his checks and diagnosed the problem down to sludge. Unfortunately after he has left, none of the radiators downstairs are working. From having little heat on 2 radiators I have nothing on the 4 other radiators downstairs and this is unbearable in these current weather conditions.
I then phoned the customer service and informed them of this all where I have been told that the problem is out of their scope and cannot be repaired unless done privately. I’ve explained that I would like another inspection by an engineer as before the call out, my heaters were somewhat working and since he’s left, I have nothing. The advisor I spoke to on the phone was not helpful at all nor understanding of my situation. She again said that the radiators not working was down to the sludge, completely disregarding the fact that prior to the engineers arrival, they were working, even with the so called sludge problem!
I am not at all happy with this service and preferrred to now cancel my policy. I was told however that although I am well within the cancellation timeframe, as I have used their services, I am no longer able to cancel. This is absolutely ridiculous. I’m in a worse situation than I was initially and paying for something that will never be able to help!”
