“Was a loyal customer for yrs and then had a issue with my boiler ,booked earliest appointment with a engineer on line which was two weeks ,contacted them by phone 50 mins to answer call ,arranged new appointment in a weeks time a Thursday ,took day off work and on the wed recieved a message on my phone that they where now coming Friday because i had 2 appointments in the system ?contacted them again another 60 mins on phone confirmed the engineer would come Thursday ,got up Thursday bzxi message said engineer would be voming Friday phoned baxi told me deffo not coming Thursday phoned D and G back said nothing yo do with them even though i paid them ? .i have asked for my payments back but have had no feedback yet a kknth after my issues and they have escalated my problems 3 times .No way would i recommend these to any one looking for cover”
“Paid smartcard insurance for 2 years. Fridge started having problems so called out engineer. He was aggressive and insulting in front of my children and didn't even fix the problem. Children were terrified and I had tell him to get out. Complained same day and was told someone wòuld call within 2 days. Waited 3 weeks then called to find out no record of complaint. Eventually someone called to say yeah we won't send him again. I cancelled the policy, save up for a new applience instead of giving it to these thugs”
“Boiler broke down , rang Scottish power was transferred to D&G . explained the problem &that I work in care & it was urgent for me to have hot water. I was told it could be next day & she would ring me back to confirm. Two hours later no return call so I rang back. Different person told me it should have been sent to logic & transfered my call . Went through the whole thing again explaining problems ,then was told it would be 4 day as they weren’t in my area before then. I said I wasn’t happy with that I was then transferred to the complainant department. I then spoke someone else who then booked me in for 4 days time as logic don’t work weekends!!!!!!!!! Why do these companies say 24/7 call out , & are happy to take money for a service they don’t support.
Very disappointed”
“Bad service engineer come out put a new heater in tumble dryer and it didn’t work ordered another one and another part had to wait another week engineer didn’t turn up 😡 now got to wait another week not bloody happy that’s 3 weeks without a tumble dryer and the lady wasn’t helpful at all on the phone baby crying in the background said we can’t help it when the engineers r unwell 😡”
“Really bad customer service and they take too long by the time they fix my washing machine, if they do fix it I will have spent that much in lauderett fees I could of brought a second hand machine, or maybe a new one at this rate.”
“Happy to take your premiums, failed to service my boiler for 2 consecutive years. I cancelled my direct debit and have been pestered by them to reinstate despite the fact they have failed to deal with my complaint.
AVOID AT ALL COSTS!”
“We paid D & G a considerable amount of money up front to provide us with boiler care cover on behalf of Scottish Power. When the time came they failed to uphold the agreement. The engineer came and went without fixing the simplest of problems which was then confounded by D & G cancelling the agreement with immediate effect and informing us that they were condemning our boiler as being beyond economical repair. They still haven't explained to us why they did this!
British Gas were called by us and they fixed it within two minutes of taking the boiler cover off. A fuse was re-seated.
In correspondence with D & G they merely accept that they didn't provide the service we paid them for but haven't explained why they took the action they did. Nor do they offer any kind of refund for the money they took off us each month including the £19.50 they extracted from our bank account on the very day they let us down.
The treatment and service we have received by D&G and indeed Scottish Power has been nothing short of disgraceful.”
“Worse than Covid. I have been a reliable paying customer for more than 10 years now and have 3 different policies. When I need my washer dryer machine to be repaired, it seems an impossible task. I have already 6 booked appointments and my Hotpoint machine is still not working and it has been more than one month now. I called more than 20 times Domestic and General and Hotpoint to report and they only told me that I need to wait for another appointment - 7th time this coming Monday 26/10/20. I have already cancelled my NHS practice 6 times (taken annual leave) to wait for different incompetent engineers that cannot do the job! Domestic and General refuses to take responsibility and told me that I must keep calling and ask for more days off to wait for another engineer appointment. It is quite traumatic the whole experience and I also sent 4 letters of complain with no reply at all. Terrible and very unprofessional service.”
“This company appears to be very much focussed on it's own benefit and less so the insured customer.
My mother in law spent 1 1/2 hrs, on hold mostly, arranging a washing machine repair engineer visit. He confirmed the machine was dangerous and advised her not to use it and they would be in touch.
I became involved after she heard nothing.
After contacting Domestic & General I set up an online account for her and we chose a 'like for like' replacement.... coincidentally the web page attempted to get an additional payment of £240 for an 'upgraded model'. I phoned and challenged this to be told there is no upgraded model and they would waive the payment. This is a scam, in my world.
I made a payment for removal of the old machine and installation of the new one... the promised email confirmation never arrived so I chased this... for a D&G person to send an internal email asking for an email to be sent to me?
A delivery date arrived by mail from D&G for 2 days time, which was inconvenient.
I rang RGB Direct, the supplier company, to confirm the delivery date and see what the options were. The Logistics Manager tried to cut off the call, but actually took it and put the phone in his pocket ... so I could listen to him barking out orders to his staff! I rang RGB customer services who gave me another number (their insurance people) which rang out.
I rang D&G to obtain resolution and spoke to 4 different operatives over 1 1/4 hrs, mostly on hold as they are not allowed to call customers back, as they attempted to contact their chosen supplier RGB Direct.... unsuccessfully.
They were unable to confirm the original delivery date or assist in any way other than cancelling the original order with RGB and attempting a new order with another supplier without the possibility of giving any delivery date...
I finally spoke with an RGB person who told me that all installations are sub contracted to another company who would be the ones to get in touch with me and arrange delivery/installation.
So... D&G send delivery dates that they are unable to confirm and none of their customer service agents have a clue about how the system operates... what a shambles!”
“Run a mile! I had a policy with this company which finished over 2 years ago (never needed their services, luckily). Then out of nothing, they started taking money out of my account without my knowledge last month! I immediately cancelled the direct debit they started without my knowledge and called them, they logged it, no apology and still waiting for someone to explain to me how come they still have my Bank details! Pure scam! Stay away!!!!”
“Quite happy for you to pay but when a repair is needed either no engineers or a long wait. It took me hours on the telephone yesterday trying to sort out a repair so I ordered a new washer with a 3 year guarantee and cancelled the direct debits. Amazingly 2 phone calls from D&G today wanting to know why the direct debits have been cancelled. Shame they weren't as interested in repairing my machine.I'd give no stars if I could.”
“Repair booked for our washing machine, yesterday Monday 19th October - time slot 7.15am -1pm- confirmed by Domestic& General/ Hotpoint by email on 15th October.
Did not turn up on the day, no apology or explanation given.
Contacted D& G by phone to find out why their engineer hadn’t turned up, as agreed. Took 20 minutes to get to an advisor, having listened to endless Muzak , recorded message apologies and telling me how important my call was to them!! Got through to an advisor who put me on hold for 10minutes, told me to ring a company in Ely called Dolphin to find out why the engineer hadn’t turned up. I protested by saying that as my repair plan was with D&G and that was the company I paid by direct debit each month, I shouldn’t need to contact Dolphin? End of call !
Out of desperation called Dolphin, spoke with Daniel who asked for my postcode and told me that no engineers would be coming to that postcode today. No apology was given and no alternative date offered.
Contacted D&G again, after long wait and endless Muzak spoke with an advisor called Freyer and said she would make a complaint on my behalf to the Complaint Resolutions Depatrtment. She told me that somebody from Resolutions would contact me, but couldn’t tell me when that would be. I said that was not good enough and I would like to speak to the customer services manager. I was put on hold and after waiting 20 minutes I put my phone down.
My washing machine is still awaiting repair and nobody from D & G has contacted me to either apologise or offer an alternative date.
I have been insured with for D & G for about 10 years covering all my appliances, once they were out of warranty.
Think I have paid them over £2k during that period and had one call out- a couple of years ago!
This has been my worst ever customer service experience and I will NEVER EVER use Domestic & General again and will be cancelling all my current agreements with them.
I cannot believe that I have trusted this company over the years and have given them my hard earned money and in return they have treated me with such disrespect.☹️”
“ZERO STARS ACTUALLY - DO NOT INSURE WITH THIS COMPANY, I BELIEVE IT IS A SCAM
D&G offered to replace an unrepairable insured item.
They offered products which were of inferior specification (less wattage, decreased internal dimensions, no pyrolytic cleaning) from different suppliers that do not match an integrated cooking suite.
They were unable to find anything from their own suppliers so said I could search myself (really?). I did and found a matching item from another supplier. However when you call them directly they do not answer and when you get through ID checks, THIS IS THEIR TRICK to avoid their contractual obligation, they always have to 'transfer you to ' sales' or 'orders' and leave you to hang for hours until call terminates automatically. Their reviews say it all. Steer clear!”
“Rubbish service just taking people money never ever in life will use the service again and will personally go to Argos to alert them about the rubbish insurance company they’re offering people.scammers!”
“Rubbish taking people money for insurance and when you need repair they don’t come, waste your time in booking appointments they doesn’t turn up not even call you to let you know that they aren’t coming. Will never recommend anyone to them I am over month neither broken washing machine each time you call them different history.”
“I also want to had they (D&G) have actually agreed we did have a 5 year cover and would be in touch with us to confirm this and could get an engineer out as soon as the contact us two weeks later they have moved the goal posts again and they now say they don't do a 5 yr cover only 3? looking at other reviews on here we're not alone with these scam artists!”
“I'd rate them 0 stars if I could, I bought a hoover washer/dryer through Argos along with a 5 year breakdown care cover associated with D&G.
Then in July 2020 they send me a renewal price for the next 12 months?
I have a 5 year plan I tell them, they reply no it's only for 3 years?
I got in touch with Argos eventually who confirmed it is for 5yrs! After 4 weeks we're still in stalemate and D&G won't do anything! Do not get involved with this company there are far more over appliance cover firms out there you can trust but do not trust D&G!!?”
“Distressfull & intimidating emails/phone calls & texts telling me that my "insurance is overdue."
My insurance has over a year to run, & I have been bombarded with requests to update it for "Peace of mind"
There was nothing wrong with my mind until I was sent a flood of stressful messages.
I have spent hours/days/ months on the phone pleading for these calls to stop, but when at last, they do answer the phone I have to repeat all of My details despite the fact that the team member will merely give me a first name, hence being given a false sense of security & then the problem continues one can never speak to that person again
I have emailed the CEO Ian Mason many times & have written three times, but he ignores each
I would hate to think of anyone else my age being so stressed that they are afraid to look at their phone or open a letter with the D & G logo on it.
The latest is telling me that my fridge cannot be repaired & would I choose another.
No one came to look at my fridge because (a) I never requested a call out
(b) there is nothing wrong with my freezer
So Mr Mason ( if you exist...why encoarage me to dishonestly claim something which I don't warrant”
“This company is actively scamming us. Have been waiting well over a month on a dishwasher repair, and they are refusing to replace (as they are contractually obliged). Have reported them through citizens advice and are now preparing for a court case.”
