“I've been a customer been a customer of British Gas for an number of years and been extremely happy with their service, but to price increase, I thought I changed (bad mistake!!) to YOURREPAIRS should be renamed WHATREPAIR!! As so far I've made 2 genuine claims and they have both be declined!!
1. plumbing problem - serious leak under the kitchen sink caused by pipe work. Was told by YOURREPAIR I'm not covered!! I then learned I was not covered for drains, although the paper work I printed off and the price I was paying says differently. I then further increased my subscription (£27 per month) to cover drains...now I have a blocked drain, I am NOT covered, as I mentioned a smell coming from the drain...of course if the drain is blocked a smell will develop!!! What am I paying a monthly fee for!!!
Lesson LEARNT!! Don't be fooled by all the 4 stars!!”
Hello,
We're really sorry to hear that you've not been happy with the outcome of your claim. Without any information to access your account, it's hard to ascertain why, but drains can get a little tricky as shared drains between properties for example would be the responsibility of local water authorities rather than ourselves.
We'd be more than happy to discuss and provide more information if you wish to give us a call. You can reach us on 0330 223 4422 until 7pm today.
Kind regards,
Tom
Aftercare Team
“As a follow up they called my mothering this morning law - she is 74 and just lost her husband, she has spent yesterday and last night with no heating as her Husband was the primary contact and this company would not take action until we sent the death cert - this did not stop them taking payments, they said it would be another 24 to 48 hours before they could attend, local plumber was their at 9am and sorted within an hour- your better off keeping your cash in a tin and sorting yourself as this company has zero respect for the customer”
“Simply terrible, first claim in May 2018.
Heating not working, young baby in the house and Raised the claim, three weeks later I hadn't heard anything (i'd been away on business).
I called and was told there was a technical issue and that I should have chased them, Sam said she would call me back that evening. Nothing. Called the next day, Sam is not available the representative told me she can’t access Sam’s email and that they are unable to raise the claim and help me due to a technical issue. Promised call back next day but nothing. The level of effort is extreme. Emailed the MD, no response.
Claim Feb 2019 - Still ongoing, three weeks with no heating and young children, a completely farcical state of affairs. Told to raise a new claim then told to close it out as it will be dealt with on the first claim. Told an engineer is coming out who didn't then told my cover doesn't include non-vented systems which basically means most modern central heating systems. Lack of responses to my queries.
The experience is probably the worst I have ever known and I pay their top package. Little regard was given to the fact I have very young children and I can't heat the house. Do yourrepair care about their customers... The evidence would suggest not.
Three rules - Services need to be effective, easy and enjoyable, none of these have been met.
Advice - Avoid”
Hello,
Clearly something has gone wrong here and I apologise we have let you down. I can't trace your account, so if you wish to call us so that we can investigate, we're on-hand. Our number is 0330 223 4422 and we're here until 7pm tonight.
Tom
Aftercare Team
“Disgusted with this shower my mother in law has been left with no heating as they need a copy of her husbands death cert before they will sort the boiler out, he passed last October they have taken payment of £24 per month without fail but as soon as supports needed they failed”
“Simple process to set up, quick response to call out but.......
Boiler is part of the package however the one I have isn't covered. My fault for entering the wrong info on sign-up. The rub is that, in addition to the monthly premiums, I had to fork out a £60 excess fee to find out the boiler wasn't covered.
This is where I feel hard done to as the annual boiler service is scheduled in the last month of the annual agreement. Had it been in the first month we would have found out, at greatly reduced cost, that the boiler was excluded.”
“After a switch to YourRepair after recommendation, sadly had a run of 3 bad experiences (out of 3!) - a poor quality boiler service (not picking up a number of problems leading to Boiler being condemned within 2 months), then inability to source and make safe a gas leak (subsequently resolved by a private engineer within an hour) and then refusing to help with a water leak from a radiator pipe coming out of the floor (they don't do 'trace' problems) - all in the exclusions...Worst thing is when I cancel my DD and try to cancel the insurance, am told it's a fixed term contract and i need to pay up for the 9 remaining months! Which other insurance company has such a clause I wonder....please make sure you read the terms and conditions carefully is my lesson and not following a recommendation too blindly! Shame as the Customer Service person dealing with my case (Victoria) is trying to be helpful but is being let down in my opinion by a management decision to put money before customer service, sad!”
“I had signed up for the home repair landlord service which included a landlord gas safety inspection. It has been an uphill task to have this organised, and I am still waiting 4 weeks later for someone to contact me as promised. When I called about a new problem with the boiler, I was told that the tenant had to contact the emergency number, and not the landlord, but when my tenant called, they were told that my policy was non-existent. Finally when I called again, I was informed that the tenant should not be the reporting the problem but the landlord! by that time, I was told that it was no longer an emergency because of the time delay since the problem started and therefore was not covered by my policy. After a difficult and unhelpful phone call making the case that the delay was not due to my or my tenants fault but rather the wrong information and the runabout from their customer service, I was promised that an engineer would be calling to arrange an appointment. Still waiting 4 weeks later. I given up and cut my losses and cancelled my subscription. I have lost faith in the genuineness of the company. No doubt the service is seamless when signing customers up, but if my experience is anything to go by, I would have serious reservations and concerns about the ability of this company to deliver all that they claim to offer.”
“Paid for 9 months 14 pound a month and when I tried to book a call on line it stated because I ticked 48hours it deemed I had to pay 75.00. My boiler is leaking water I rang and was told not an emergency as I had heating so that is why I ticked 48 hours.”
“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”
