“I don’t know the meaning of emergency or repairs anymore. Always customers suffer when something goes wrong - either it’s not covered , not part of policy , it’s not a repair - called this morning to report there is no water in my home ( have a small kid 4years). Had to fight with agent to ask manager to call me as they did not want to send an engineer. My call was at 9am this morning and after 12hours with no water with a small kid am still waiting for an engineer.
What a great customer service paying a premium of £32 per month n first time called fir an emergency.
No help , no care, no customer service
Not worth a single penny”
Hi,
Thank you for letting us know about your situation. This is something we’d like to get resolved for you.
If you send us your policy information, we’ll get in touch to discuss this. Please contact us at
aftercare@yourrepair.co.uk.
Thanks,
Celeste
“ONE STAR for asking
For asking for a review on a 12 month support contract that is literally 10 minutes old ?? Doesn't bode well if this company is misleadingly racking up reviews based on customers' experience of merely spending their money and setting up an account?
All their reviews should be from customers that have actually used their insurance and had a repair carried out. IE at the sharp end of the sales process
I will in fairness review my review when and if I have received a service or made a claim and would recommend others do the same ONE Star until appropriate”
“I am very disappointed with the service I received.
A week after joining I had a burst pipe and they refused to repair. So I decided to cancel my contract which I received a confirmation on the 3rd of November 2020.
What happen next?
I have just noticed that on the 10th November they took £27 from my account.
This is theft!
Dr Gorine”
“I am worried that you are going to charge me £60 for the Gas Certificate and Annual Service. If that is the case I will cancel the agreement immediately. Thank you!!”
Hi Nicholas,
Thank you for reaching out to us.
The Gas Safety Inspection is a free element of your plan, and therefore the call out fee does not apply.
We’ve got a dedicated team to help answer your queries, I’ve passed on your details to them to contact you to discuss further.
Thanks,
Celeste
Hi Michael,
Thank you for taking the time to get in touch. I’m sorry to hear your feedback.
We’ve got a dedicated team to help you with that. I’ve passed on your details to them to contact you to discuss further.
Thanks,
Celeste
“Took me ages to get through on the phone.
Still not received my contract of everything included in package.
In case I need any help.
Asked for it in the post. Not even any email contract.
Just hoping I have done the right thing changing to you.
Please send me a copy of everything included in contract.
First payment gone out though!!!”
Hi Oliver,
Thank you for letting us know how you feel. Your feedback helps us to get better.
We’re looking into this for you now, and we’ll get back to you promptly with an update.
Thanks,
Celeste
“Avoid at all costs. I made a genuine error in joining this but Your Repair would not let me cancel. I was forced to keep the subscription for a year despite my boiler being under guarantee for 10 years. At 68 years of age and on state pension I was threatened with legal action. Their call out charge is more than the cost of having my boiler's annual service carried out. An expensive mistake”
“Repair man was sent out quickly enough however when he found fault and had part available to fit within 24 hours this was refused by your repair and instructed I had to wait for the manufacturer to do the repair due to cost so no hot water or heating now until they contact me which is said to be within 2 working days so that will be the whole weekend with no heat no hot water and another 2 days after weekend living with my son who has a life threatening illness and needs to be kept warm and clean Very very very disappointed when pleading with your repair to have a heart over the cost they still refused it’s freezing in my house”
“Joined yourrepair this morning for landlord cover (boiler/electricity etc). Asked twice if I would be covered from today and was told yes, so cancelled my previous policy. Low and behold a few hours after my tenant calls to say that there's no hot water. When she calls Yourrepair they tell us that there's a two week period where they can't offer you any service. I ask them to listen to the call where I was told twice that I'm covered from today. The agent that I spoke to (Brook) then says regardless of what you were told this still stands!! So she's saying even of we told you that you are coverd today, you're not! I asked for a manager to listen to the call which I'm told may take 48 hours whilst my tenant has no hot water. The fact that she was not surprised that I was told this and that she would not accommodate what had been agreed says a lot about this organisation. I'm waiting for a manager to call me back as I feel this was miss sold.”
Hi Neasha,
I'm sorry that your claim has not been processed at this point. Just to clarify, you will be covered instantly, when joining us, if moving directly from another provided who you have been covered with for a minimum of 12 months. If you have had a gap in cover, no cover, or less than 12 months cover, prior to joining us, then a 14 day exclusion period is applicable. As you have stated that your previous cover was cancelled on the same day that you joined us, we will be more than happy to process your claim, in-line with our service agreement, if you could please provide us with a document showing proof of your previous 12 months cover, such as the renewal letter. You can upload this to your online portal for our viewing.
If you have any further queries relating to this please email us at aftercare@yourrepair.co.uk
Kind regards
Caroline
After Care Team
“Should be made aware that the service is not till the end of the contract. Contacted customer service and they said it is mentioned in frequently asked questions!! You should make customers aware upfront. Over the years, no company I have been with has ever done this!”
Hi John,
I'm sorry that the scheduled Boiler Service date is not suitable. I can see that a third party, who is not authorised on your account has contacted us to discuss this but due to data protection we were unable to assist. I can see that my colleague has called you but you were unavailable at the time. If you could please call our customer service team on 0330 223 4433 and select option 3, we will be happy to look into this for you.
Kind regards
Caroline
After Care Team
Hi Joanne,
I am sorry to learn that our sign up process has not been suitable for you. We aim to make signing up to our plans as easy and stress free as we can for our customer's.
I can see that you have signed up to the plan online by entering your name, address, contact details and bank account details, for the monthly direct debit. You have confirmed that you agreed to the terms and conditions and a confirmation email was sent to you which includes a link to your online portal, where you can access full details of the plan and download your policy documents. However, I can see that you have since spoken to a member of our customer service team who has cancelled the plan for you during the 14 day cooling off period.
I am sorry that you have cancelled your Boiler Cover on this occasion but please consider us again in the future.
Kind regards
Caroline
After Care Team
“you sent me a link to login but no password so the system is not letting me in
in your other link I was asked to enter my boiler details and the system would not accept it. I wasted my time trying to enter the details a few times but with no result
dissapointing”
Hi Agnieszka,
I'm sorry to hear you are having issues with your online account. Please give our Customer Service team a call on 0330 223 4422 (Option 3) so we can assist you and update details on your behalf.
Kind Regards
Karen
AfterCare Team
“Memo to self: Always read the T's and C's in full before signing up. This companies product has so many "General Exclusions" and an "Annual Service" which is only an inspection and safety check, it's not worth having - "caveat emptor"”
“Exceptionally bad service, after the service engineer damaged the meter which is he was supposed to inspect I am told by yourrepair that the "follow on"visit is no longer covered?”
Hi there,
We're sorry to hear you're unhappy with the service.
We are unable to locate your account so please provide us with your full name and address, by emailing aftercare@yourrepair.co.uk so we can look into this further for you.
Kind Regards
Karen
After Care Team
