“Stay away from this company at all costs. There is a reason why they are cheaper than other providers. If you do not report a fault within 24 hours of noticing it they’ll reject your claim saying that you have taken too long to report it. I was told all this was in their T&C’s and they are doing nothing wrong. I suggest everyone reads all the fine print within the cooling off period as they will find any excuse not to honour claim.”
Hi
I'm sorry to learn you're unhappy with the response to your recent fault. I have taken a look into this and can see that you advised us that you were aware of the problem and continued to run your heating with the fault for 2 weeks.
Unfortunately, although we don't usually enforce a time frame for reporting a fault, we are unable to assume responsibility for faults where you haven't taken reasonable steps to avoid making the problem worse.
Whilst I appreciate this wasn’t the outcome you’d hoped for, we always try and be as transparent as we can with our customers about what we can and can't assist with.
We do appreciate your comments and I apologise that we were unable to offer a repair on this occasion.
Kind Regards
Bronte
Aftercare Team
Hi Feng
I'm sorry to learn you're unhappy with the response to your recent fault. I have taken a look into this and can see that the fault was reported within the first 14 days of you joining us.
Unfortunately, pre -existing faults within your first 14 day cooling off period aren’t included in your agreement with us.
Whilst I appreciate this wasn’t the outcome you’d hoped for, we always try and be as transparent as we can with our customers about what our plans do and don’t include.
I can also see that our advisor confirmed, that we have never taken or received a payment from you. We don't take your first direct debit payment until the 15th day of your plan start date. After your initial 14 day cooling off period.
We do appreciate your comments and I apologise that we were unable to offer a repair on this occasion.
Kind Regards
Bronte
Aftercare Team
“Message from YourRepair on 1/10/19 to say that an engineer was being despatched to service our boiler. This is now 28/11/2019 and the boiler service has not been carried out. A series of unanswered telephone and text messages; one visit from an engineer who could carry out the service because the boiler was on (no request for it to be otherwise) time of work waiting for engineers who didn't appear and a receptionist who didn't like receiving a complaint about the service (not) provided.
What can you say? DON'T WASTE YOUR MONEY!”
Hi Ian,
Thank you for taking the time to leave your feedback. I am sorry to learn that you have been unhappy with the service you have received, I can assure you this is not the usual standard we expect our customers to experience.
After having a look into your account, I can see that we have offered you a solution in regards to this complaint. If you would like to discuss this matter further, please give us a call on 0330 223 4422.
Tom
Aftercare Team
“When you renewed my YourCare30 Landlord policy in January, you said I'd get the same benefits. This was not true - I have just discovered that the annual boiler service has been removed for Landlord policies, and it's CP12s only now. I won't be renewing!”
Hi Anthony,
I'm sorry to learn that you are not happy with your plan inclusions. I have requested for a complaints handler to contact you by the end of today with hopes to get this resolved for you.
Bronte
Aftercare Team
Hi Andrew
Thanks for taking the time to share your feedback.
Our engineers are all fully qualified, gas safe registered and vetted by us. We examine engineers customer feedback and use it as part of our vetting process. I can see that your engineer is publically rated 9.96 out of 10 based on over 90 jobs online.
That being said we would like to investigate any concerns you have. A customer advocate will give you a call and get any issues ironed out.
Kind Regards
Bronte
Aftercare Team
“Avoid by any anymeans. Absolute shocking service, had my plan for several months in my rented property. When the time came for landlord gas safety, the company which they send capped the boiler, claiming the boiler needs repair. Took them 2 days to inform, your repair refused to do the repair and advised me to find an independent supplier, despite that i had my boiler covered. Then the company who capped my boiler took them 5 days to give me a quote for repair and 2 weeks to do the repair. Meantime my tenants were left without hot water and heating and the temperatures were below 0. Seems yourrepair are only good of taking your money and sign you up but when they come to deliver, their service is absolute shocking.”
Hi Luben,
Thank you for taking the time to leave your feedback and I am sorry to hear that you were unhappy with our service.
I can see that this complaint has already been logged in our system and I can confirm that a complaints handler is investigating this for you and will be in contact with you by the end of today.
Bronte
Aftercare Team
“having just joined, the paper side looks ok, however one question, I am not on facebook or have a smartphone, what phone number do I use to contact your breakdown service if I have a boiler breakdown and my computer as crashed?”
Hi Michael,
Thank you for joining YourRepair and for taking the time to leave your feedback. Our contact number is listed on our website and also available inside your welcome pack which is available via your online portal with us.
However for your convenience, should you ever need to contact us, please call us on 0330 223 4422.
Bronte
Aftercare Team
