“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
“UK based - Customer service & Sales, they knew what they are talking about and what sort of cover I required in just one telephone call. The best I've had in terms Sales in boiler cover, now I'll wait and see how good they are in practice when I have a problem.”
“Should be made aware that the service is not till the end of the contract. Contacted customer service and they said it is mentioned in frequently asked questions!! You should make customers aware upfront. Over the years, no company I have been with has ever done this!”
Hi John,
I'm sorry that the scheduled Boiler Service date is not suitable. I can see that a third party, who is not authorised on your account has contacted us to discuss this but due to data protection we were unable to assist. I can see that my colleague has called you but you were unavailable at the time. If you could please call our customer service team on 0330 223 4433 and select option 3, we will be happy to look into this for you.
Kind regards
Caroline
After Care Team
“I am looking to get in touch with you as regards my cover as I am having some problems with the controls for my boiler. I don’t know how to get in touch with you to report this. I have not had any communication with you since taking out cover so very difficult to give a rating”
Hi Mary,
We will be more than happy to assist you with this. Please log the fault on your online portal in the "Book a repair" section or by calling our Claims Helpline on 0330 223 4422 and select option 2.
Kind regards
Caroline
After Care Team
Hi Joanne,
I am sorry to learn that our sign up process has not been suitable for you. We aim to make signing up to our plans as easy and stress free as we can for our customer's.
I can see that you have signed up to the plan online by entering your name, address, contact details and bank account details, for the monthly direct debit. You have confirmed that you agreed to the terms and conditions and a confirmation email was sent to you which includes a link to your online portal, where you can access full details of the plan and download your policy documents. However, I can see that you have since spoken to a member of our customer service team who has cancelled the plan for you during the 14 day cooling off period.
I am sorry that you have cancelled your Boiler Cover on this occasion but please consider us again in the future.
Kind regards
Caroline
After Care Team
“Hi. I called yesterday after receiving an email informing me that boiler services are being carried out in my area. I called the service engineer to arrange a time and date and he told me he’d call back in half an hour. I haven’t heard anything as yet.
Many thanks.
P Young.”
