“My television was accidentally damaged moving it from one room to another, the engineer came the day after I reported it and was replaced with a better model and my premium was reduced to £4.50 a month which I feel is reasonable as it covers everything including accidental damage”
“FRAUD!! DO NOT USE DOMESTIC & GENERAL!!
When we took out our policy they clearly stated they would replace our washing machine if it could not be fixed. When the mechanic came round he confirmed that the machine could not be fixed, so we expected D&G to uphold our agreement. However, they are flat out refusing to replace the machine with no valid reason. All the while we still don’t have a functioning washing machine.
When we took out the policy D&G said we were buying “peace of mind”, however all we have is a broken washing machine, a long email exchange with an incompetent D&G claims rep and a mountain of laundry.
It’s needless to say, but I wouldn’t recommend D&G. I’m genuinely astounded that they are still in business if they treat customers this way.”
“17 days and two visits to get the washer fixed over Xmas
Our door on our Hotpoint washer broke 22nd December so we booked the next day and got an appointment 30th December. So no washer over Christmas not ideal but with a little help from family and some wire we got there.
So today our repair man came round he could not get out quick enough replaced the door and gone within 15 minutes. He asked if there was anything else wrong with it which I didn't think there was and he was out of the house.
One wash down and the door alert is now flashing! Can't even get it open now, the latch is fixed but now the door won't open and the cycle won't finish.
Rang up D&G and the lady did not even apolgise and just said she would ring the repair man to see if he was in the area, which he wasn't and that the next available date was 7th of January. So 17 days without a washer and over Christmas and new year. No apologies or trying to fast track it through as they had made a mistake.
Seems like they just want to get the job done as quickly as possible and out of the house no testing or seeing if it actually works.
If I could cancel I would but my policies have all just renewed!”
“My washing machine broke down 2 weeks before Xmas engineer came on 13 Dec said parts were not available as machine to old cut a long story short I was told I could have a replacement machine I am waiting and feel annoyed with domestic and general for dragging they feet to complete as I still have no machine and now 3 weeks can you imagine how angry I am”
“Washing machine broke waited 2 weeks for them to come out 18th December guy comes out need new drum he told me they will phone you tomorrow engineer not coming out till 8th January quite a good while to wait with 4 prying house been a fortune with laundrette and taxi fair also feel as if I should be compensated for laundrette bills will not be going with this company as the wait is absolutely a joke thought by paying every month past year would be quick going to go with a company that is a lot quicker service with customer 😡”
“excellent service my washing machine broke down on Monday called dom.gen.engineer came on Thursday deemed it unrepairable new washing machine delivered on Friday and installed by AO.great service would recommend ins.by domestic general as a must have so thank you very much”
“I have been paying monthly insurance and the customer service is poor. Website is poor, service is poor. Please everyone dont waste your money or time with this company”
“Had no machine since nov . Was written off for replacement mon . Rang explained I have a embarrassing medical condition that I need a machine got pushed from pillow to post and been spoken to rudely not phoned back etc etc and it could now take another 48 hours to sort which will be four days before I even can order new machine if it happens!!! Disgusted”
“The customer service is absolutely atrocious. Call handlers are rude, the managers refuse to speak to you, the call handlers have discusting attitude and hang up when they can't be bothered speaking. Would 100% NOT recomend this company.”
“Absolute waste of money and time having a policy with these guys. Read your T+Cs carefully. What they did do was replace a faulty fridge freezer. So in that respect they did at least deliver there.
What didn't work quite so well was basically everything else.
Fridge/Freezer was integrated - replacement delivered but old one couldn't be taken as they aren't insured to remove integrated appliances.... Were we informed beforehand? No. AO very apologetic and confirmed they constantly hear complaints from customers about D and G customer care.
Resolution there came none except an apology for not informing us and a recommendation to use checkatrader to get the old one removed prior to installation of the new. Cost so far £80 (owing to D and G not informing this was last minute and the fridge needed installing the following day) plus spend to date on a policy with D and G which I dread to think about having to add up given the care received.
When informed D and G that the person living in the property was elderly and it took two men to lift the appliance just to deliver therefore there was no way it could be switched off ahead of being replaced the response from D and G was sorry use checkatrader and get it switched off. Apologies again but no real action from D and G other than to say they could reschedule the appointment to install the new fridge freezer. AO also put out as they have had to reschedule a collection for the old fridge as well so everyone but D and G suffer. Absolute joke of a company. There is a reason they get so many bad reviews. Now we know they are all true. I would honestly rather just pay for a new fridge than give these jokers any more of my money.”
“Had to pay for a boiler engineer myself. Supposed to pay me back but guess what nothing. Policy through Scottish power and guess what they can’t help.”
“I have a fault with my Tumble Dryer which packed up on the 23-11-2019. They gave me and appointment for 28-11-2019 so booked a day of work. No Engineer turned up then i het a call saying your appointment has been cancelled due to the engineer calling in sick. So another appointment was booked for 03-12-2019 which is today so ive booked another day of work and low and behold the appointment has been cancelled and for some reason no one can tell me why.
Domestic and general is a joke they have no control over anything.
This is the first and last item i buy from AO with domestic and general cover.
Thanks for nothing D&G.”
“I’m a leukaemia patient still having ongoing treatment. I’ve suffered 3 mini heart attacks recently and came home discharged from Kings Hospital arriving home 10 pm to find boiler not working. I’m still recovering from pneumonia diagnosed October,ie 6 weeks ago.No hot water no heating, sub zero temperatures outside. Frost on cars, grass and house freezing cold with no hot water. Rang D&G as I have service plan. Firstly they take your call out fee so you’ve no escape backwards because they won’t help you whatsoever until your excess fee clears. Despite that I have serious complex health issues lady said 1st available engineers in 48 hours time. Call out any time during day won’t offer even an am or pm or indication of time. Just some point 8 am to 6 pm. Told her I live alone I’m literally just discharged but have massive ongoing health treatments. Couldn’t care less she was unsympathetic, unhelpful, almost enjoyed that I was crying and clearly in distress. Don’t pay them your money pay more and get a plan that’s designed to help you when things actually go wrong, they’re happy to take your money and welcome you as a customer but what’s the point when they throw you under the bus when you need help? Go to a provider that supports you when you need them even if that’s paying a bit more money each month, it’s worth it.”
“Having had an integrated washer dryer insured for over 6 years at a total cost of over £1,200 in payments it was written off when parts became obsolete. D&G ordered me a replacement machine (value less than £400) but refused to install it. They also refused to remove the old machine, despite me having paid a fee for them to do so. I’ve subsequently spent £75 to have a machine installed which was supposedly fully insured!”
