“I was called by a company acting on behalf of your repair after I had done an online search for home emergency cover. I was told they could match British Gas highest cover including a boiler service for £12 less per month. This was a great offer so I accepted. Today I called to make a claim as I have a leak behind my toilet which is not visible as it is boxed in but I had noticed the floor was wet. The call advisor said I wasn’t covered for taps and toilets and for any pipe work that is linked from the water system to a toilet. This is the most ridiculous thing I have ever heard. I live in a small bungalow and the pipe work where the leak looks like it comes from everything is connected to this pipe and feeds off in different directions. If this pipe isn’t covered then nothing in my home is technically covered and they won’t send a plumber out. They then denied it was mis sold and said they don’t set up policies over the phone(somebody called me acting on behalf of this company and I set up the policy whilst I was driving in my car)the adviser told me I was lying basically and set it is impossible even though I have the exact date,time and phone number who called me and set it up and took my direct debit details. To sum it all up if you want propper cover and actually need a plumber in an emergency don’t use forms like this to save a few quid per month because when the time comes and you have an emergency they will not help you.”
Hi
We're sorry to hear of your concerns, however you are mistaken as we don't have or employ an outbound sales team. Our sales department is inbound sales only. I can see from your account that you signed up on our website directly, on the 21st of June 2018.
As advised on the telephone by our claims adviser when you called to make a claim today on the 9th August 2018: The reason we are unable to approve your claim is because both of your direct debit payments failed due to insufficient funds in your account.
You set up your cover on the 21 of June 2018, your first payment was due on 5th of July 2018 and your second payment was due on the 5th of August 2018.
Following this advice, you were unwilling to pay the outstanding amount, so we were unable to approve your claim.
If you would like to discuss your concerns further, please contact our customer care team on 0330 223 4422 or email customerservice@yourrepairhomeplan.co.uk.
Kind Regards
Sarah
Customer Care team
“Filled in application online with all details of my boiler all accepted then after they have all your details and direct debit details they send you a welcome pack. In that it says my boiler is one they don’t cover. At which point I have to contact them to cancel. Obviously they already had the boiler details. So why did they need my bank details”
“I wanted to commence a Gas Safety plan for my property and arrange to get the safety check done before the date of my cover end with my previous company. this could not be done unless I sign up and pay a month earlier as it takes 28 days before I can have a gas safety check arranged.
Utter nonsense”
