“Website easy to use and just takes a minute to sign up. Reassurance that home will taken care of should the worst happen to boiler, heating and electrics sorted. Cannot comment on service as no call outs made.”
“East enough to join and the chat was most friendly however, as my CH boiler packed up and with temperatures close to freezing. I was hoping to get someone out ASAP, but it seems that only an engineer directly from Ideal (the boiler makers) are the only one’s who can fix it. They can’t come out till next week, so that’s a whole 4 days of no CH or hot water, not what I was expecting. Makes me wonder if Ideal are a good manufacturer if its going to take so long to get some out, do they really have so many boilers that need fixing, humm . . .”
“So far my experience has been a very positive one and my policy doesn't start for another 2 weeks. It was really easy to sign up and the 3 year fixed price is brilliant.”
“Worst customer service I have come across in a long time. They are very helpful at sign up, however at the first problem they bailed out . Had two properties covered with them had to cancel both because of their attitude and the way they speak to you. Think I left school long time ago and don’t need to treated as a child.”
Hi Mr Hussain,
I'm sorry to hear you're unhappy with the service you've received from us recently. We certainly don't intend to disappoint our customers.
In your case, we feel we have gone to extensive measures to try to bring the matter to a resolution, which was unfortunately initially caused by the attending engineer.
We're sorry to see you leave, but if you do wish to discuss the matter any further, a complaints handler is willing to speak with you. If you wish, please call us on 0330 223 4422.
Tom
Aftercare Team
“Thank you for the excellent customer service I have received .Victoria was so knowledgeable and informative.
I have peace of mind knowing I am fully covered for any eventuality
Kind regards
Karen”
“I have just cancelled my renewal fot the same reason. Cover waa for my elderly parents in their 80s. Bolier packed im no hot water or heating and although an engineer was allocated, as your reapir pay a flat rate for their work engineers are reluctant to take on jobs for them if they have enough work from elsewhere. Although the engineer allocated informed yiur repair he could not come out till Monday afternoon, the your repair representative told him thats fine, and just turn up whem he can...regardless of yhe fact i had informed them the of the situation leaving an elderly couple in October with no hotwater or heating. Pay your engineering a fair rate for working weekends and jibs woukd get done in the timescake you advertise.”
Hi,
I apologise that you're unhappy with the service you have received on your recent claim and i'm sorry that you've decided to leave us.
I have investigated your claim and can see that the claim was logged early on a Saturday morning and we had an engineer assigned to the job within two hours of receiving the claim. We always endeavour to arrange for an engineer to attend as soon as possible, however this is dependant on the availability of those engineers at the time. This is not influenced by the rates of our engineers in any way and it is the engineers themselves that set their hourly rates. Our average response time for urgent repairs is 24 hours.
I'm sorry that you have chosen to leave us, but if you wish to discuss the claim in more detail, please call us on 0330 223 4422.
Tom
Aftercare Team
“Really can’t provide feedback or rate the service until I have used the cover! Only took a few minutes to organise however can’t rate a computer generated system that there has been no interaction”
“Serious problems logging into the website - my details were not accepted and it took numerous phone calls and emails to finally access my account (thanks to a very patient and persistent customer service officer - well done Katie) As a consequence of the problem with my email address I didn't receive notification of the boiler service and now have to wait until March I get the annual boiler service.”
Hi Shirley,
I'm sorry to hear that you've had some difficulty logging into My Account. I can see that you had a conversation with Katie yesterday and the problem was identified as being the wrong email address registered on your account compared to what you were using to log in. As I understand, once we had made the change on your account, you were then able to log in.
If you do require any further assistance, we're happy to help on 0330 223 4422.
Tom
Aftercare Team
