“I have taken full cover and paying £24.00 per month. I have called your repair customer service for more than five times for urgent repair like boiler leak, leaking tap, drainage block, and electrical fault. All the time they have refused send their technicians saying stupid reason. In my experience I forced to give them the rating is big ZERO.”
Hi Tomy,
I'm sorry you feel that way - we always look to help out our customers where they have a genuine claim that is covered by our policy. Where you have had a claim declined, you will have received full justification as to why we're not able to accept that particular claim. All of this can be referred to in your policy documents.
If you would like to discuss a claim in more detail, it is always advisable to give us a call where one of our trained claims handlers can go through our reasoning with you and offer advice on what to do next.
If you'd like to give us a call our number is 0330 223 4422 and we're open 8am - 7pm Monday to Friday this week.
Tom
Aftercare Team
Hello,
I'm sorry you feel this way - we do make our terms as clear as possible and encourage our customers to ensure that the cover is suitable for them before signing up. Like most companies, there are things we simply can't cover, but will always help where we do provide cover.
If you wish to discuss with us further, please do call on 0330 223 4422 - we're here until 7pm.
Tom
Aftercare Team
“Warning to customers. YourRepair will not service your boiler and heating at once you join or the date you want. Secondly they ask you a lot of technical question before the sent you an engineer. Thirdly you are liable to pay £90 for faults they deem that could have been avoided. I am not sure why are we paying them over £284 pounds for.”
Hello Elias,
I'm sorry to hear you're unhappy with the service you've received so far.
Concerning the boiler service, we do clearly state in our terms that we will contact you to arrange your annual service between the months of March and September, which ensures your boiler is in top condition for the upcoming winter.
We ask a few simple questions prior to arranging an engineer to establish whether this is something we can resolve over the phone by ensuring simple checks on boiler controls for example have been completed. We want to get you up and running again as soon as possible and in many cases, a simple user task can fix the issue.
Whilst I can't go into specifics concerning your account here, I would encourage you to contact the team who would be able to explain any of the points you raise in more detail. We're open Mon - Fri 8am - 7pm and Saturdays 9am - 2pm at 0330 223 4422.
Tom
Aftercare Team
“I rang up to cancel my policy and I spoke to a fella named Adam he advised me to stay with yourRepair as they would cover my boiler even if it made a noise so I took the policy out at 16 pounds a month .My boiler started rattling last night put in a claim was told not covered as my boiler had to fail completely.What rip off merchants”
Hello,
I'm sorry to hear that your claim was declined. It may well be due to some of the information that you provided so I would recommend giving us a call this morning to discuss the nature of the fault with someone. You can contact us on 0330 223 4422 - we're here until 7pm.
Tom
Aftercare Team
“3 times telephoned to arrange for gas safety certification; 3 times you deny receiving the call but will now arrange to send an email so I can contact the engineer. 3 such emails failed to materialise.
Gas Safety Certification is a legal obligation for Landlords; you clearly have no understanding of the importance of ensuring landlord compliance. You SHOULD, given we are paying you to provide this service.”
Good afternoon Sally,
I sincerely apologise for the service that you've received regarding your gas safety certificate. We can't go into the specifics of your account here, but i'll arrange for a senior member of the team to call you today.
Tom
Aftercare Team
“boiler packed in....sent guy out to sort.said was knackerd
yourrepair said thaks for being with us last 12 months......but your on your own.
cost me 1300 for new boiler......”
Hi Mr Hartley,
We're sorry that you weren't satisfied with the outcome of our engineer's assessment. We do specify the criteria for determining a boiler to be beyond economical repair clearly in our Terms. If we deem a boiler to be beyond economical repair, we would advise purchasing a new boiler.
I can't go into the specifics of your account here, however if you'd wish to discuss in more detail, we'd be happy to talk. We're open until 7pm today on 0330 223 4422.
Tom
Aftercare Team
“First time we called to check on a faulty radiator and we were told the boiler needed replacing. The boiler is functioning fine hot water, and radiators, but they refused to come out to solve the radiators and the customer service are simply not interested in helping. Cancellation is made difficult. British Gas is far more professional. I would avoid this company.”
Hello,
This sounds like something went wrong here and we'd like to investigate but I've been unable to locate your account. We'd love to discuss it with you and put things right. If you'd like to give us a call on 0330 223 4422, we're keen to talk it through.
Tom
Aftercare Team
“the company just want to take money, don't want to do any job, the engineer came for the service, just did testing, ignore the noise from the boiler.
called customer service, she told me they can't help me with the boiler noise, I need to wait until the boiler dead before they can send an engineer out, I got my house insurance cover my boiler emergency break down, so what is the point I spent money for your cover?”
Hello,
We're sorry that you're not happy with the service you've received so far. We always aim to fulfil a claim when submitted by a customer and certainly do not try to avoid repairs where they're necessary. However, due to the nature of boilers and central heating systems in general, noises can be a common occurrence when using heating or hot water and do not necessarily mean there is an underlying issue. All of our engineers are fully qualified and would be able to ascertain whether any operational noises were of concern.
I'm unable to trace your account from your review but if you have genuine concerns over the noises, or the issue has got worse since our engineer visited, please do contact us on 0330 223 4422 - we're here until 7pm on weekdays.
Kind regards,
Tom
Aftercare Team
“I've been a customer been a customer of British Gas for an number of years and been extremely happy with their service, but to price increase, I thought I changed (bad mistake!!) to YOURREPAIRS should be renamed WHATREPAIR!! As so far I've made 2 genuine claims and they have both be declined!!
1. plumbing problem - serious leak under the kitchen sink caused by pipe work. Was told by YOURREPAIR I'm not covered!! I then learned I was not covered for drains, although the paper work I printed off and the price I was paying says differently. I then further increased my subscription (£27 per month) to cover drains...now I have a blocked drain, I am NOT covered, as I mentioned a smell coming from the drain...of course if the drain is blocked a smell will develop!!! What am I paying a monthly fee for!!!
Lesson LEARNT!! Don't be fooled by all the 4 stars!!”
Hello,
We're really sorry to hear that you've not been happy with the outcome of your claim. Without any information to access your account, it's hard to ascertain why, but drains can get a little tricky as shared drains between properties for example would be the responsibility of local water authorities rather than ourselves.
We'd be more than happy to discuss and provide more information if you wish to give us a call. You can reach us on 0330 223 4422 until 7pm today.
Kind regards,
Tom
Aftercare Team
“As a follow up they called my mothering this morning law - she is 74 and just lost her husband, she has spent yesterday and last night with no heating as her Husband was the primary contact and this company would not take action until we sent the death cert - this did not stop them taking payments, they said it would be another 24 to 48 hours before they could attend, local plumber was their at 9am and sorted within an hour- your better off keeping your cash in a tin and sorting yourself as this company has zero respect for the customer”
“Simply terrible, first claim in May 2018.
Heating not working, young baby in the house and Raised the claim, three weeks later I hadn't heard anything (i'd been away on business).
I called and was told there was a technical issue and that I should have chased them, Sam said she would call me back that evening. Nothing. Called the next day, Sam is not available the representative told me she can’t access Sam’s email and that they are unable to raise the claim and help me due to a technical issue. Promised call back next day but nothing. The level of effort is extreme. Emailed the MD, no response.
Claim Feb 2019 - Still ongoing, three weeks with no heating and young children, a completely farcical state of affairs. Told to raise a new claim then told to close it out as it will be dealt with on the first claim. Told an engineer is coming out who didn't then told my cover doesn't include non-vented systems which basically means most modern central heating systems. Lack of responses to my queries.
The experience is probably the worst I have ever known and I pay their top package. Little regard was given to the fact I have very young children and I can't heat the house. Do yourrepair care about their customers... The evidence would suggest not.
Three rules - Services need to be effective, easy and enjoyable, none of these have been met.
Advice - Avoid”
Hello,
Clearly something has gone wrong here and I apologise we have let you down. I can't trace your account, so if you wish to call us so that we can investigate, we're on-hand. Our number is 0330 223 4422 and we're here until 7pm tonight.
Tom
Aftercare Team
“Disgusted with this shower my mother in law has been left with no heating as they need a copy of her husbands death cert before they will sort the boiler out, he passed last October they have taken payment of £24 per month without fail but as soon as supports needed they failed”
“Simple process to set up, quick response to call out but.......
Boiler is part of the package however the one I have isn't covered. My fault for entering the wrong info on sign-up. The rub is that, in addition to the monthly premiums, I had to fork out a £60 excess fee to find out the boiler wasn't covered.
This is where I feel hard done to as the annual boiler service is scheduled in the last month of the annual agreement. Had it been in the first month we would have found out, at greatly reduced cost, that the boiler was excluded.”
“After a switch to YourRepair after recommendation, sadly had a run of 3 bad experiences (out of 3!) - a poor quality boiler service (not picking up a number of problems leading to Boiler being condemned within 2 months), then inability to source and make safe a gas leak (subsequently resolved by a private engineer within an hour) and then refusing to help with a water leak from a radiator pipe coming out of the floor (they don't do 'trace' problems) - all in the exclusions...Worst thing is when I cancel my DD and try to cancel the insurance, am told it's a fixed term contract and i need to pay up for the 9 remaining months! Which other insurance company has such a clause I wonder....please make sure you read the terms and conditions carefully is my lesson and not following a recommendation too blindly! Shame as the Customer Service person dealing with my case (Victoria) is trying to be helpful but is being let down in my opinion by a management decision to put money before customer service, sad!”
“I had signed up for the home repair landlord service which included a landlord gas safety inspection. It has been an uphill task to have this organised, and I am still waiting 4 weeks later for someone to contact me as promised. When I called about a new problem with the boiler, I was told that the tenant had to contact the emergency number, and not the landlord, but when my tenant called, they were told that my policy was non-existent. Finally when I called again, I was informed that the tenant should not be the reporting the problem but the landlord! by that time, I was told that it was no longer an emergency because of the time delay since the problem started and therefore was not covered by my policy. After a difficult and unhelpful phone call making the case that the delay was not due to my or my tenants fault but rather the wrong information and the runabout from their customer service, I was promised that an engineer would be calling to arrange an appointment. Still waiting 4 weeks later. I given up and cut my losses and cancelled my subscription. I have lost faith in the genuineness of the company. No doubt the service is seamless when signing customers up, but if my experience is anything to go by, I would have serious reservations and concerns about the ability of this company to deliver all that they claim to offer.”
“Paid for 9 months 14 pound a month and when I tried to book a call on line it stated because I ticked 48hours it deemed I had to pay 75.00. My boiler is leaking water I rang and was told not an emergency as I had heating so that is why I ticked 48 hours.”
“I was called by a company acting on behalf of your repair after I had done an online search for home emergency cover. I was told they could match British Gas highest cover including a boiler service for £12 less per month. This was a great offer so I accepted. Today I called to make a claim as I have a leak behind my toilet which is not visible as it is boxed in but I had noticed the floor was wet. The call advisor said I wasn’t covered for taps and toilets and for any pipe work that is linked from the water system to a toilet. This is the most ridiculous thing I have ever heard. I live in a small bungalow and the pipe work where the leak looks like it comes from everything is connected to this pipe and feeds off in different directions. If this pipe isn’t covered then nothing in my home is technically covered and they won’t send a plumber out. They then denied it was mis sold and said they don’t set up policies over the phone(somebody called me acting on behalf of this company and I set up the policy whilst I was driving in my car)the adviser told me I was lying basically and set it is impossible even though I have the exact date,time and phone number who called me and set it up and took my direct debit details. To sum it all up if you want propper cover and actually need a plumber in an emergency don’t use forms like this to save a few quid per month because when the time comes and you have an emergency they will not help you.”
Hi
We're sorry to hear of your concerns, however you are mistaken as we don't have or employ an outbound sales team. Our sales department is inbound sales only. I can see from your account that you signed up on our website directly, on the 21st of June 2018.
As advised on the telephone by our claims adviser when you called to make a claim today on the 9th August 2018: The reason we are unable to approve your claim is because both of your direct debit payments failed due to insufficient funds in your account.
You set up your cover on the 21 of June 2018, your first payment was due on 5th of July 2018 and your second payment was due on the 5th of August 2018.
Following this advice, you were unwilling to pay the outstanding amount, so we were unable to approve your claim.
If you would like to discuss your concerns further, please contact our customer care team on 0330 223 4422 or email customerservice@yourrepairhomeplan.co.uk.
Kind Regards
Sarah
Customer Care team
“Filled in application online with all details of my boiler all accepted then after they have all your details and direct debit details they send you a welcome pack. In that it says my boiler is one they don’t cover. At which point I have to contact them to cancel. Obviously they already had the boiler details. So why did they need my bank details”
