I took out a boiler cover/ repair plan around April 2018 and have been paying around £16.99 a month. In December I encountered a intermittent problem with my boiler and I called 247 to inform them of this and they had arranged an engineer visit. As the problem was an intermittent fault by the time the engineer came the boiler had started to function as normal, a few days later I have encountered the problem again and called the company who said I would have to make a security payment of £35 which would be refunded once a fault has been diagnosed as the engineer could not diagnose anything in the first visit due to the boiler functioning as it should. I made the payment and an engineer visit was booked. When the engineer came out to my property he could see the boiler was not working and was flashing the lights on the sensor, he then turned round and said “ oh its flashing lights what should I do?” this was very strange for an engineer to be asking what he should do , he never once opened the boiler or took its cover off he didn’t even bring any tools inside the property to carry out any checks to see if he could find and fix any fault before giving it a proper diagnosis. When the engineer asked me what to do I said well you should know and why don’t you try ring the manufacturers of the boiler and aske their advice. He then rung the manufacturers on my instructions and told them what colour the lights are flashing asking them what can the fault be? The manufacturers advised him well without having a proper looking at the boiler we can give a definite answer, but usually when the boiler flashes these lights Is can be 1 of 2 parts. He then came off the phone and said they have advised him it can be one of the 2 parts needing to be replaced, but to save time I will put the order or tell the company to order both parts so we don’t waste anymore time as if its not 1 part it may be the other. After the engineer had advised me of this and went off I later had the company 247 calling me stating the boiler is beyond economical repair and the parts are costing more than its worth and using the terms and conditions against me. The company started to lay out extra costs which was shocking and was advising me it all needs replacing! My argument with them was at this point the engineer did not carry out any checks to determine what the fault was not he opened the boiler up or anything and after speaking to the manufacturers going on presumptions and was advising me we will order 2 parts which was not definite. This was shocking and totally incorrect and they would not listen to me and was sticking to what they wanted to say. After speaking to several departments within the organisation I did nit get any further with them and in return received the most atrocious customer service and was so intimidated by them and patronised and had the phone hang up on me which was really rude. They was even not refunding the security payment which should have been released straight away and I had to go through hell to even get this back. I was denied speaking to any manager, was told I will be called back with their set call back times and never they kept up their word. They left me with no hot water and no heating during the cold Christmas period I had no option to cancel my policy with them and arranged a private organisation to have my boiler checked. When the engineer I had to get came out he opened the boiler carried out the necessary checks and found a wire that was loose which was causing this issue. Once he had connected this the problem was solved and the boiler is working fine as it should. Had their engineer done the necessary checked he would sorted this instead of giving a incorrect diagnostic. I logged a compliant with them and they totally ignored all the facts of the complainant and totally disregarded this and even after sending the proof of my engineer who repaired the boiler they still said the part needed to be replaced and said I exhausted the complaints process. This company is just set out to scam people I am very disappointed in my self for going with this company without reading any reviews and after I have read reviews online it confirms what this company is set out to do and that is fool people with false advertisement and just take their money the company ring its customers asking them to rate them on trust pilot as this is what they did with me too. It appears also like they are feeding reviews on the internet from them selves and have staff dedicated to do this. They give set times they will call back and look at things and don’t stick to them and then when things like complaints are chase the complaint handlers don’t even know whet they are talking about and get back in 10 minutes of looking at a lengthy and proof packed complaint which they don’t acknowledge. This company needs to be investigated in how they are just about getting away with the law, they have written their own terms and conditions and are purposely not regulated by anyone else and feel they can treat people in such a poor manner and say what ever they feel like, the staff are not professional at all and have no customer service manner and they all feel like they have the power and the upper hand , I would not be surprised if this is part of their training and the company train staff to treat people in such ways as long as they have their money. My main complain with them is I want total refund of my premium as they have gave a wring diagnostic and I want to be re-imbursed with the extra cost I have incurred for calling out another engineer which all could have been avoided. I have been under so much stress and distress regarding this whole ordeal and this has really effected my sleep and health. Please can you help and assist I am willing to forward my complaint and replies from the organisation as well as the extra cost and the proof of the engineer I had to call to get this repaired. People need to be made aware of this company’s nature please create awareness and please if you have a look at the review forums it seems to be obvious that the company are feeding into the internet their selves about how good the company is , the engineers they call out are not ever their own they are subcontracted from another company .