Dear Roseann
Thank you for leaving a review. From our records I can see you have contacted our customer service department.
If you require any further assistance please do not hesitate to contact us.
Kind regards
Cameron
“Job reference:63933
I contacted the engineer on the 4th to schedule a date for her to come on the 9th of jan anytime ofter nine. It was confirmed by Shahenan Brennan. On the 9th a
t 10:00 having not heard from her I emailed her to see if she what time she would be arriving,no responses.
On the 12th jan I recieved a phone call from Ms Breenan not to apologize but she had gotten me mixed up with a different job .
I asked if she would be able to come this saturday she said yes and would arrive between 12:00-4:00pm. At 6:00 she turned up no apology for being two hrs late nor even bothering to inform me she's running like .
I explained my problem and for the ten minutes they were here all they did was turn on the hot water taps in the kitchen and bathroom ,not even taking the cover of the boiler and all they could say was "I dont know ,I dont know ,the water is hot.
What a joke and a waste of money I am appalled at this total useless and unprofessional behavior and am seriously considering canceling my contract. I should be refunded my money for this total waste of time ,it was a farce!!!”
Hi,
We strive to offer a first class service for our customers, and I’m really sorry to learn that you’ve not been happy.
I will ensure your feedback is escalated to our repairs team, and they will be in touch to provide you with an update.
Thanks,
Cameron
“Took out a three year contract with your repair. On the only two occasions we have had to call them out for plumbing problems they have done nothing. First leak coming from ceiling, sorry can’t do anything. Next leak from toilet. Is the toilet accessible, yes, sorry, WE have to remove toilet before they can do anything. When we have taken out the toilet then they will do the rest, but I presume we will have to put the toilet back. I am 72 and my husband is 75. Tried to cancel contract, no can’t do that so basically paying for nothing. Thank you Your Repair. Please don’t leave a review until you have had your first call out.”
Hi,
I’m really sorry to hear your comments. We’d like to take a look into this for you.
A member of the team will be in touch to go through this with you shortly.
Thanks,
Cameron
“Just to let u no that all u do is NOTHIN and am now goin down to the bank to stop u tackin envy more money from my ac and will be reporting u to the police as cone artists”
Hi,
I’m really sorry to hear your comments. We’d like to take a look into this for you.
A member of the team will be in touch to go through this with you shortly.
Thanks,
Celeste
“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
