“Victoria was great on advising clearly and consicely on my new policy .
Also with a great phone matter and cheerful disposition
Vicky (Raishmee) Kaicker
Thank you !!”
“AVOID AT ALL COSTS!!
New leak started with boiler with automated email to say engineer booked when reported within a day but engineer failed to call me so chased him then no feedback after his visit. After several lengthy phone calls, it was clear YouRepair DID NOT WANT TO DO THE REPAIR the boiler so hid under their terms and conditions even though the engineer's report did not mention corrosion on a boiler”
Hi,
Thanks for taking the time to bring this to our attention.
It's always our intention to assist our customers through the claims process and provide full explanations of any outcomes. I'm sorry that you feel we have not met your expectations on this occasion however I can assure you that the reasoning for your claim being overturned is in-line with our terms and conditions.
I can see that your concerns have already been escalated and handled by our complaints team however if you still require any further assistance or explanation in regards to why corrosion was the cause of the fault and reason for your claim being overturned then please feel free to get back in touch with our customer service team.
Bronte
Aftercare Team
“Rated low due to the following:
NO option to pay full amount
I was told I would get confirmation of nightaway voucher when I completed online but nothing appeared so I NEED confirmation that I will get this.
Regards
Cheryl Barros”
Hi Cheryl,
I'm sorry to hear that you are unhappy with our service. Unfortunately a yearly payment is not available and we can only offer a monthly direct debit method at this stage.
As for the free night away, I can confirm that your details have been sent to the external marketing company distributing this and you should receive this within 6 - 8 weeks from the start date of your plan in the post.
Bronte
Aftercare Team
“Before they will attend they ask the following, which expects you to be heating engineer! I received no call to talk through the below, only to ensure you agree to the T&C, you are expected as the the home owner to make these checks yourself!
Before we continue…
We need to make sure that you agree to the terms of our callout policy
There are certain tasks that are detailed in your user guide as your responsibility. In accordance with our terms and conditions, If an engineer attends and carries out a user task such as, re-pressurising your boiler, replacing batteries in controls, bleeding your radiators, or any other task detailed in your user guide, you may be charged up to £90 to cover our costs.
We strongly recommend that you check the fault is not caused by a user task, read your user guide and the terms and conditions of your policy to avoid any unexpected costs.
I've moved from being a customer at British Gas and already wising I hadn't!”
Hi,
I'm sorry to learn that you are unhappy with our claims process. The statement you have detailed above is a call-out policy of ours which is required for claims to be processed. This is to ensure that you are making a claim for technical assistance and that this is not something that can be resolved without any technical training or Gas Safe qualifications. This is outlined in your boiler manual as something that the manufacturer would expect you to be able to complete.
Should you have any further queries regarding this matter, please feel free to contact us on 0330 223 4422 and one of our customer service handlers will be happy to explain this further.
Bronte
Aftercare Team
Hi,
Thank you for taking the time leave us a review.
Feedback is important to us, so we aim to obtain this from all key stages of our customer experiences, including the set up of your plan with us.
I would like to take this opportunity to say welcome to YourRepair.
Bronte
Aftercare Team
“Would give it ‘excellent” for your customer relations team BUT THE ONLINE EXPERIENCE was a nightmare. It even had the wrong phone number to contact you ( one missing number so you got the message ‘you have dialled an incorrect number, please try again’) I got a message telling me I hadn’t completed the order but no way could I workout what I had done wrong. I began to think it was a scam and worried I had given bank details etc on the site!”
Hi Carol,
Thank you for posting your review of your experience. I am sorry to hear that your online experience with us was not of our usual standard however I am pleased to see that our customer service team was able to assist you in taking out a plan with us.
I can confirm that the contact number on our website is correct, however we have picked up on a technical issue with a missing digit on the footer of an auto-generated email and I wonder if this is where you have experienced this error. We have our technical team looking to get this rectified ASAP.
Please accept our apologies and if you require any further assistance please don't hesitate to contact us on 0330 223 4422.
Bronte
Aftercare Team
