“Claim rejected! Having read the other reviews, I am not surprised. We had to PAY £60.00 for an engineer to come and look at our faulty boiler. The engineer came and 'found' a faulty part and provided a report. Your Repair said they wouldn't cover the part 'as the heat exchanger can only be effected by sludge, scale or corrosion, we have been unable to proceed with the repair'. I queried why they hand not identified the 'sludge, scale or corrosion' just over a month ago in September, when they carried out the annual service, and cleaned the boiler or advised me to clean the system as per their terms and conditions. Their response was that we 'confirm that "Cleaning the boiler at the time of servicing" refers to the boiler casing'. We had the part replaced independently and it wasn't broken at all. Our independent engineer provided a report saying the heat exchanger wasn't broken and there was no sludge, scale or corrosion in the system, he located the issue and fixed it. So we have paid monthly for cover and an additional £60.00 to have a problem misdiagnosed and addressed which has been very costly for us.”
Hi,
I'm sorry to learn you were unhappy with our service.
Upon further investigation into your account, I can see that a complaints handler has been liaising with you in regards to this matter and from your last response, we were under the impression that the matter had been resolved. I can also see that the £60 you were charged was a fixed excess that you took out with your plan.
If you would like to discuss anything further you can reach us on 0330 223 4422.
I would like to apologise for any inconvenience this may have caused.
Bronte
Aftercare Team
Hi,
I am sorry to hear that you have been unhappy with our service.
Upon further investigation into your account I can see that your recent claim was rejected due to your submitted fault being caused by the effects of the sludge found from a previous claim. As detailed in our terms and conditions, we will not cover replacement of parts that are faulty or damaged as a result of sludge or hard water scale.
If you wish to discuss this further please don't hesitate to call us on 0330 223 4422 (option 3)
Bronte
Aftercare Team
Hi,
I'm sorry to learn you are unhappy with our service.
Upon further investigation into your account, I can see that one of our complaints handlers has tried to contact you via the provided phone number on our system numerous times within the time frames that you have provided.
I have now obtained your international number and have arranged for a complaints handler to get in contact with you via this number today to get this matter fully resolved.
Bronte
Aftercare Team
“We have only just joined after looking through loads of other companies, the process was easy and we had a follow up call to ask if we had received our documents which was nice, so yeah happy so far, long may it continue.”
“Victoria sorted out the policy very quickly. She was very polite, friendly yet professional. I had to change the start date within minutes and the person I spoke to in customer service was exactly the same. I hope that if I have a breakdown the service I receive will be the same.”
“The website wouldn't allow me to take out cover online so I called and spoke to an agent (Victoria - I think) who was very clear and helpful and got my cover organised in no time at all”
Hi Ronald,
Thank you for sharing your review.
I'm sorry you had that experience with our website, I can assure it is not the usual experience we expect our customers to receive. However I am pleased to hear that you are happy that we were able to help you set up your plan over the phone.
If you have any further questions or queries, please don't hesitate to contact us on 0330 223 4422
Bronte
Aftercare Team
Hello,
I'm sorry to hear that you're unhappy with the service you've received from us. If ever we're unable to assist with a claim, we will always explain why.
From the recent claim you have logged with us, I can see that we did send an engineer out but we were unable to help further due to an incorrect installation involving the flue on the boiler. This was explained to you by the engineer and ourselves.
If you wish to discuss this further with a member of the team, please contact us on 0330 223 4422.
Tom
Aftercare Team
