“Sign up service excellent- quickly got through to an actual human being- call management system offered me a call back and told me where I was in the queue- only ever at number 2 so far. Friendly helpful staff. Let’s hope the service is as good if I ever need to use it!”
“I joined then cancelled as unable to have boiler serviced until next year. Services only done between April and September. I didn’t want to miss a yearly service for the boiler as it is still under warranty .”
Hi Cathy,
I'm sorry to hear you've chosen to leave us. The reason we do this is to keep the winter months freed up for our engineers to attend to repair jobs as soon as possible for customers.
Tom
Aftercare Team
“the quality of gas engineer left a lot to be desired one didn't realise we were in the middle of a build ? Another set the heating for 24hrs when i was away and my wife did't know how to reset it ?
Sadly locked in for another year, plus they only service at certain times of the year to suit them not the customer ?”
Hello,
I'm sorry to hear that you were unhappy with the recent engineer visit. Our engineers wouldn't necessarily know you're in the middle of a build unless this is something you advise us of prior to us arranging for someone to attend.
Our servicing is scheduled to ensure that we have maximum availability throughout the peak winter months to support our customers with repairs. I apologise if you're unhappy with the scheduled date you were provided. We can look at changing this for you if you wish. You can contact our team on 0330 223 4422.
Tom
Aftercare Team
“Would advise anyone who is thinking about switching to NOT go with Your Repair. I never take to the internet to leave bad reviews, but this has honestly been the most dismal experience we’ve ever had and if I can spare someone else the hassle then I’m happy.
Our boiler’s been making odd noises, hot water going on and off, and leaking for some time. We had to constantly adjust the pressure. Assuming something was wrong, we rang Your Repair for someone to come and take a look. We were told that if it was a simple issue such as adjusting the pressure, then we would be charged £90, but we still asked them to come and take a look as we were worried it was something more than this. We’re not engineers, that’s why we have a cover plan!!
The engineer came, adjusted the pressure and left, and we’ve now been charged £90. How were we supposed to know that this was all he’d do, and surely having to do it constantly is an issue in itself? If you feel something is wrong with your health, you go to a GP. If you’re told there’s nothing to worry about then they don’t charge you. They are the experts, you don’t try and diagnose yourself!
Having complained to their customer service (the man we spoke to was very polite and professional) we were dismayed to discover that we were locked into this contract till April and would have to pay to leave. We put in a complaint, and were promised someone would call (we specifically asked to speak to someone) yesterday or today. This morning we receive an email(!) essentially saying that it was our fault for not knowing how a boiler works, that the charge stands and they would not deal with the matter anymore. In my job, leaving a customer this unhappy (my mother was in tears after getting off the phone yesterday) would be completely unacceptable and it speaks volumes about Your Repair that they are satisfied with this. We’re not stuck with boiler cover until April and completely afraid of ever calling them out again lest we will be charged even more money on top of what we’re already paying.
I would strongly recommend that anyone who is not confident with fiddling about with their boilers themselves to NOT use this company. Go with British Gas (why did we ever leave??). I dread to think how they treat their elderly customers who may be even more reluctant to self-diagnose their boilers than we are.”
“I have an older boiler and my boiler and central heating policy is up for renewal. I came across YourRepair online and the fact that the age of the boiler was immaterial. I was very pleased to speak directly to a salesperson who was very efficient, answered all my questions and the sign up process was straightforward. Positive start so far.”
“Had a problem with my plan, rang Customer Services, spoke to Claudia who passed me on to Kieron who got things sorted out no problem. Great customer service and the Engineer they sent was great too.”
“So far I have been in touch with Your Repair three times and each time my claim has been rejected for one reason or another. This does not feel like what I signed up for - you "talk the talk" about the cover you provide in order to get people to sign up and make the joining process very easy, but I have not so far seen evidence of service when it comes to actually dealing with repairs.”
Hi,
I'm sorry to hear that you're unhappy with the service you feel you've received so far. In the interest of finding a resolution, I have taken a look into your account to understand further.
I can see that on each of the occasions you have logged a claim, it has been for something that isn't coverable by your plan, which we have explained to you on each instance. On one of these occasions we have sent an engineer out to your property.
We feel we make it very clear in our terms and conditions what is and isn't included within your policy in the interest of ensuring that we can help when you need us.
If you ever wish to discuss an issue with our Claims team prior to logging a claim, we're always happy to talk through what we're able to assist with.
Tom
Aftercare Team
Posted 6 years ago
Hi,
I'm sorry to hear you're not happy with the service you've received from us so far. If there's something we're not able to cover, we will always explain why and there will always be a valid reason for not being able to cover it.
I'm unable to locate your account from the details provided, but should you wish to discuss any of your claims with our advisors, please do give us a call on 0330 223 4422 and we'll be happy to explain.
Tom
Aftercare Team
“To not advise your customers you are entering a no get out contract when going with your company is disgraceful, my husband has lost his job and we can no longer afford this cover and to be told we have to pay over £300 to get out of this contract is sheer robbery, when reading the consumer act it states that you should for a "service" charge a proportionate amount and for you to do this is completely unacceptable and gross misconduct when you should have a duty of care to the well being of your customers, i am completely shocked by the companies attitude to a persons debt , a person with mental health issues who struggles with day to day life, this has left me feeling at a complete loss, my financial commitments out way what i can pay and now being told this is the last straw to push me to the edge. no help from your company at all .”
Hi Mychiela,
I understand that we have made contact with you from your review on another platform and believe the matter now to be resolved.
I apologise for the inconvenience and upset caused.
Thanks,
Tom
Aftercare Team
