Hi Harka
We’re sorry to hear about your experience
Customer satisfaction is our number 1 priority and we regret that we didn’t live up to your expectations on this occasion.
We’d greatly appreciate the opportunity to put things right.
Please could you email your full name and telephone number to aftercare@yourrepair.co.uk and a customer advocate will call you back as a matter of urgency.
Kind Regards
Caroline
After Care Team
Hi Louise,
We’re sorry to hear about your experience.
Customer satisfaction is our number 1 priority and we regret that we didn’t live up to your expectations on this occasion. After further investigation into this, I can see that your repair was overturned due to the engineer being unable to access the fault. I can see that a member of the team has been in contact with you to discuss this matter further.
I can appreciate this was not the outcome you were hoping for and I’m sorry we were unable to offer a repair on this occasion. Your comments have been taken on board.
Kind Regards
Bronte
After Care Team
“Good service until you need them, then when you try and claim every fault us not covered!! I moved from British Gas Homecare due to the cost saving, bit mistake, British Gas covered every claim I ever made!!”
Hi Rob,
We’re sorry to hear about your experience.
Customer satisfaction is our number 1 priority and we regret that we didn’t live up to your expectations on this occasion.
We’d greatly appreciate the opportunity to put things right.
Please could you email your full name and telephone number to aftercare@yourrepair.co.uk and a customer advocate will call you back as a matter of urgency.
Kind Regards
Bronte
After Care Team
“Just taken out a new policy with yourselves and cancelled my old one with a different supplier. Very annoyed now to find in very small print buried deep in your Ts & Cs that you do not cover LPG boilers. Why is this fact not far more prominent in your headline details? Not happy!”
Hi Mark,
We’re sorry to hear about your experience. Customer satisfaction is our number 1 priority and we regret that we didn’t live up to your expectations on this occasion. Your feedback is greatly appreciated and I will pass this on for review. I apologise for any inconveniences and hope that we can assist you in caring for your system in the future.
Kind Regards
Bronte
After Care Team
“Almost every time I book a repair I am told “sorry, that’s not covered’. My water cylinder sprang a leak yesterday, so I called Your Repair & they arranged for a plumber to visit today, they then called me back to say the repair wasn’t covered because the leak had been caused by hard water scale... even though we have a softener!
Yes their cover comes at a big discount compared to British Gas Homecare, but unlike Homecare, almost nothing is actually covered when you come to claim.”
Hi Jeremy,
We’re sorry to hear about your experience.
Customer satisfaction is our number 1 priority and we regret that we didn’t live up to your expectations on this occasion.
We’d greatly appreciate the opportunity to put things right.
Please could you email your full name and telephone number to aftercare@yourrepair.co.uk and a customer advocate will call you back as a matter of urgency.
Kind Regards
Bronte
After Care Team
“2 days been waiting for a repair, waiting for a call back.........still waiting 1 hour plus. Do yourself a favour pay a bit extra and get decent cover..... I will be”
Hi Stephen
I'm sorry you were unhappy with our response time on this occasion.
I can see that we instructed ideal boilers (who are the manufacturer of your boiler) to carry out your repair on this occasion. The manufacturers carry all the parts for your particular boiler on the van, so they can fix it there and then 95% of the time.
I can see that your claim was logged in the afternoon of Tuesday 3rd March and your repair was fully completed within 72 hours. Although we aim to complete the majority of repairs sooner than this, if an independent engineer had of attended sooner, he would have then needed to order any parts required and then book a 2nd appointment to attend and complete the repair, potentially causing a further delay.
We are constantly striving to improve our response time, your comments are appreciated and have been taken on board.
Kind Regards
Caroline
After Care Team
“Had paid 1st month only when had water leak in boiler.Had immediate visit arranged and thought great! Repairer unable to identify cause of water leak which he put down to possible hairline crack in heat exchanger and not worthwhile repairing boiler because 15 years old.
Had 2nd opinion by independent contractor who quickly identified problem and said around £300 to fix.Have cancelled contract by mutual agreement. Will stick to local contractors in future”
Hi,
We’re sorry to hear about your experience.
I can see that your boiler has been reported to have flooded in the internal case surrounding the burner and heat exchanger which has deemed your boiler as Beyond Economical Repair. Our records state that a member of our team has passed your details over to the manufacturer as per your request for details on a replacement.
As you have cancelled your plan with us, we are unable to assist on this any further.
Kind Regards
Bronte
After Care Team
“AWFUL ! 3 visits from a Metro Rod Ltd. Unable to work out how to deal with the issues raised with YourRepair. Tenants left without hot water to the bathroom on the 3rd visit. I had a private plumber in, sorted the job in 30 minutes and only charged £80 - now YourRepair want to spend days arguing my cancelling of the policies with them - laughable !”
Hi Francesca,
We’re sorry to hear about your experience.
Customer satisfaction is our number 1 priority and we regret that we didn’t live up to your expectations on this occasion.
We’d greatly appreciate the opportunity to put things right.
Please could you email your full name and telephone number to aftercare@yourrepair.co.uk and a customer advocate will call you back as a matter of urgency.
Kind Regards
Bronte
After Care Team
“Your Repair did everything possible to delay and finally refuse to help with a simple drainage problem that was clearly simple and easy to remedy. Their sub-contractor turned up 3 times without the correct tools to remove a manhole cover and when everything finally exploded, they refused to help further. There as nothing in the T's and C's and my solicitor even tried to engage to assist as he said I had a clear argument. There is no defined escalation procedure and they were unwilling to help. If you want Home cover, there are many other firms who are much better and cheaper than Your Repair !!”
Hi Mike,
I am sorry to hear you’re unhappy with your recent experience with us. We do aim to assist with all claims, however occasionally there are things that aren’t included under our plans, as it would seem has occurred in this particular case.
Upon further investigation into your account, I can see that we have been unable to continue with the repair of your drain. This has been due to non-disposable items being deemed the cause of the initial blockage issue as you have reported that you found these items in the flooding you have experienced following the weather on the weekend. I can appreciate your frustrations and I do apologise for the inconveniences you are experiencing, however I can confirm that your complaint has been actively handled and has passed through our internal complaints process. I can see that you have had a final response in regards to this matter sent to you this afternoon and we do regret that we were unable to live up to your expectations on this occasion.
Kind Regards,
Bronte
AfterCare Team
“My advice would be NEVER to take a policy out with Your Repair. Those people who have already taken a policy out, beware to read the small print very carefully as they will find any excuse to reject your claim. You would be better to have no insurance at all and pay reputable tradespeople as situations arise. I am paying a lot of money for 2 separate polices and have had two reasonable claims rejected. The first we were without heating or hot water for 2 weeks during the coldest 2 weeks of the winter back in November and ended having to buy a new boiler with no help from Your Repair. Your Repair made a diagnosis of ‘sludge’ in the system, without actually assessing the system. We had an independent plumber come to thoroughly assess the system (as should have been the case with the YourRepair plumber) who found that the problem actually was not with sludge but Your Repair refused to acknowledge the report. The second was a claim for a minor mouse problem which was rejected because the mouse was sighted on Wednesday and I reported it on Saturday. I have to continue paying for these 2 policies for another 6 months even though they have failed to provide the service that they led me to believe I would receive. Furious! I was with Homeserve before and had a much better service, so will be returning to them once these policies run out.”
Dear Mrs Murphy,
We’re sorry to hear about your experience. Customer satisfaction is our number one priority and we regret that we didn’t live up to your expectations on this occasion.
The Pest Control claim which you logged was rejected in error, I can only apologise for the distress this has caused. We have now amended this so that we can complete the repair for you.
The claim previous was investigated by our engineer who has diagnosed sludge in the system, which is not something that is covered under the policy.
If you need anything further in the mean time, please do not hesitate to get in touch with our customer service team on 0330 223 4422.
Kind Regards
Karen
Customer Care
“I already am a member of YourRepair !!! I have TWO policies. I was simply upgrading one L1 policy to an L4 policy as your phone lines were unobtainable this evening.”
Hi Mr Hambling,
thank you for your feedback. I will ask a member of our Customer Service team to give you a call.
Our sales lines are open from 8.00am - 7.00pm, however you can sign up outside of those times on-line if you wish.
Please be re-assured that our claims line is open 24/7, so should the worse happen, we're here for you.
Kind Regards
Karen
Customer Care
“Customer service is just awful. They were meant to call back in October regarding a replacement boiler, it's now January and still haven't heard from them. Took the engineer numerous visits to sort the problem, and even then it wasn't fixed. Hope I can get out of my contact immediately.”
Dear Customer,
we have tried to contact you several times to discuss your complaint.
Please do not hesitate to get back in touch, and we will be able to get this resolved for you.
Kind Regards
Karen
“First year fine, then typical price hike at second year despite offering new customers the original lower price. Contacted customer service but unwilling to do anything, bad outdated business model - customer loyalty is important.”
Hi Peter,
We’re sorry to hear about your experience. Customer satisfaction is our number 1 priority and we regret that we didn’t live up to your expectations on this occasion.
We’d greatly appreciate the opportunity to put things right. Please could you email your full name and telephone number to aftercare@yourrepair.co.uk and a customer advocate will call you back as a matter of urgency.
Kind Regards
Bronte
After Care Team
“I pay a monthly subscriptions and when I need someone to look and repair my boiler it does not cover ... can’t wait for contract to finish so I can move back to Scottish gas where they charge extra but will call out and put my mind at rest”
Hi Marilyn,
We’re sorry to hear about your experience. Customer satisfaction is our number 1 priority and we regret that we didn’t live up to your expectations on this occasion.
We’d greatly appreciate the opportunity to put things right. Please could you email your full name and telephone number to aftercare@yourrepair.co.uk and a customer advocate will call you back as a matter of urgency.
Kind Regards
Bronte
After Care Team
“If I could give your repair 0 stars then I would the service they provide is shocking, I logged a call to say my boiler was making a noise only to be told that. It's still working call me back when it stops work. However on Sunday it did stop working so I called emergency number to be told that they only do plummung emergency at weekend . I mean seriously they only do boiler repairs or call outs Monday to Friday. So I had to call someone out independently on Sunday to look at my boiler. My advice is stay well clear of Your Repair.”
Hi Carolann,
We’re sorry to hear about your experience. Customer satisfaction is our number 1 priority and we regret that we didn’t live up to your expectations on this occasion.
We’d greatly appreciate the opportunity to put things right. Please could you email your full name and telephone number to aftercare@yourrepair.co.uk and a customer advocate will call you back as a matter of urgency.
Kind Regards
Bronte
After Care Team
“Very very disappointed you told us you were going to repair our bath tap , and told us to buy the tap which we did , you then told us you were not going to do it as it was a difficult job !!!!!! Not our fault we sent a picture when we reported the problem , the problem has been going on for 6 weeks now , have asked for a manager to call us but no one has got back to us and now we are out of pocket !!!!!”
Hi,
We’re sorry to hear about your experience. Customer satisfaction is our number 1 priority and we regret that we didn’t live up to your expectations on this occasion.
We’d greatly appreciate the opportunity to put things right. I have arranged for a manager to call you today as a matter of urgency.
Kind Regards
Bronte
After Care Team
“Are the phone numbers given are cutting me of when I try to book for someone to look at our drain. My partner tried to email and again the email came back with a contact number which cuts you off. How are you supposed to report an issue when the lines cut you off and I ca not find an emergency number? Currently we can not use the downstairs toilet and drain is overflowing in the back garden. Someone please help?”
Hi Karen,
I'm sorry to hear about your experience. I can see that this has now been lodged in our system and a repair is being arranged.
If you have any further questions, please don't hesitate to get in touch with us on 0330 223 4422.
Kind Regards,
Bronte
After Care Team
“never use them - they took a week to get back to me about my boiler. At the first visit the repair person told me that they could mend it. I did not hear for a week then I rung up and got told know we cannot repair it. STEER CLEAR OF THIS FIRM”
Hi,
I'm sorry to hear about your experience. Customer satisfaction is our number 1 priority and we regret that we didn't live up to your expectations on this occasion.
Upon further investigation I can see that this is currently being investigated and that you have been advised that someone will be in contact with you today to discuss this further. We appreciate your patience.
Kind Regards,
Bronte
Aftercare Team
Hi Jespah,
I'm sorry to see that you have left a 1 star rating. Upon further investigation I can see that you have logged your claim with us this afternoon and that it is currently in the process of being dispatched to an engineer. Please await email confirmation for when an engineer has accepted this job.
If you have any further queries please don't hesitate to get in touch.
Bronte
Aftercare Team
