“Just taken out a new policy with yourselves and cancelled my old one with a different supplier. Very annoyed now to find in very small print buried deep in your Ts & Cs that you do not cover LPG boilers. Why is this fact not far more prominent in your headline details? Not happy!”
Hi Mark,
We’re sorry to hear about your experience. Customer satisfaction is our number 1 priority and we regret that we didn’t live up to your expectations on this occasion. Your feedback is greatly appreciated and I will pass this on for review. I apologise for any inconveniences and hope that we can assist you in caring for your system in the future.
Kind Regards
Bronte
After Care Team
“Almost every time I book a repair I am told “sorry, that’s not covered’. My water cylinder sprang a leak yesterday, so I called Your Repair & they arranged for a plumber to visit today, they then called me back to say the repair wasn’t covered because the leak had been caused by hard water scale... even though we have a softener!
Yes their cover comes at a big discount compared to British Gas Homecare, but unlike Homecare, almost nothing is actually covered when you come to claim.”
Hi Jeremy,
We’re sorry to hear about your experience.
Customer satisfaction is our number 1 priority and we regret that we didn’t live up to your expectations on this occasion.
We’d greatly appreciate the opportunity to put things right.
Please could you email your full name and telephone number to aftercare@yourrepair.co.uk and a customer advocate will call you back as a matter of urgency.
Kind Regards
Bronte
After Care Team
“2 days been waiting for a repair, waiting for a call back.........still waiting 1 hour plus. Do yourself a favour pay a bit extra and get decent cover..... I will be”
Hi Stephen
I'm sorry you were unhappy with our response time on this occasion.
I can see that we instructed ideal boilers (who are the manufacturer of your boiler) to carry out your repair on this occasion. The manufacturers carry all the parts for your particular boiler on the van, so they can fix it there and then 95% of the time.
I can see that your claim was logged in the afternoon of Tuesday 3rd March and your repair was fully completed within 72 hours. Although we aim to complete the majority of repairs sooner than this, if an independent engineer had of attended sooner, he would have then needed to order any parts required and then book a 2nd appointment to attend and complete the repair, potentially causing a further delay.
We are constantly striving to improve our response time, your comments are appreciated and have been taken on board.
Kind Regards
Caroline
After Care Team
“Had paid 1st month only when had water leak in boiler.Had immediate visit arranged and thought great! Repairer unable to identify cause of water leak which he put down to possible hairline crack in heat exchanger and not worthwhile repairing boiler because 15 years old.
Had 2nd opinion by independent contractor who quickly identified problem and said around £300 to fix.Have cancelled contract by mutual agreement. Will stick to local contractors in future”
Hi,
We’re sorry to hear about your experience.
I can see that your boiler has been reported to have flooded in the internal case surrounding the burner and heat exchanger which has deemed your boiler as Beyond Economical Repair. Our records state that a member of our team has passed your details over to the manufacturer as per your request for details on a replacement.
As you have cancelled your plan with us, we are unable to assist on this any further.
Kind Regards
Bronte
After Care Team
“AWFUL ! 3 visits from a Metro Rod Ltd. Unable to work out how to deal with the issues raised with YourRepair. Tenants left without hot water to the bathroom on the 3rd visit. I had a private plumber in, sorted the job in 30 minutes and only charged £80 - now YourRepair want to spend days arguing my cancelling of the policies with them - laughable !”
Hi Francesca,
We’re sorry to hear about your experience.
Customer satisfaction is our number 1 priority and we regret that we didn’t live up to your expectations on this occasion.
We’d greatly appreciate the opportunity to put things right.
Please could you email your full name and telephone number to aftercare@yourrepair.co.uk and a customer advocate will call you back as a matter of urgency.
Kind Regards
Bronte
After Care Team
“Your Repair did everything possible to delay and finally refuse to help with a simple drainage problem that was clearly simple and easy to remedy. Their sub-contractor turned up 3 times without the correct tools to remove a manhole cover and when everything finally exploded, they refused to help further. There as nothing in the T's and C's and my solicitor even tried to engage to assist as he said I had a clear argument. There is no defined escalation procedure and they were unwilling to help. If you want Home cover, there are many other firms who are much better and cheaper than Your Repair !!”
Hi Mike,
I am sorry to hear you’re unhappy with your recent experience with us. We do aim to assist with all claims, however occasionally there are things that aren’t included under our plans, as it would seem has occurred in this particular case.
Upon further investigation into your account, I can see that we have been unable to continue with the repair of your drain. This has been due to non-disposable items being deemed the cause of the initial blockage issue as you have reported that you found these items in the flooding you have experienced following the weather on the weekend. I can appreciate your frustrations and I do apologise for the inconveniences you are experiencing, however I can confirm that your complaint has been actively handled and has passed through our internal complaints process. I can see that you have had a final response in regards to this matter sent to you this afternoon and we do regret that we were unable to live up to your expectations on this occasion.
Kind Regards,
Bronte
AfterCare Team
“My advice would be NEVER to take a policy out with Your Repair. Those people who have already taken a policy out, beware to read the small print very carefully as they will find any excuse to reject your claim. You would be better to have no insurance at all and pay reputable tradespeople as situations arise. I am paying a lot of money for 2 separate polices and have had two reasonable claims rejected. The first we were without heating or hot water for 2 weeks during the coldest 2 weeks of the winter back in November and ended having to buy a new boiler with no help from Your Repair. Your Repair made a diagnosis of ‘sludge’ in the system, without actually assessing the system. We had an independent plumber come to thoroughly assess the system (as should have been the case with the YourRepair plumber) who found that the problem actually was not with sludge but Your Repair refused to acknowledge the report. The second was a claim for a minor mouse problem which was rejected because the mouse was sighted on Wednesday and I reported it on Saturday. I have to continue paying for these 2 policies for another 6 months even though they have failed to provide the service that they led me to believe I would receive. Furious! I was with Homeserve before and had a much better service, so will be returning to them once these policies run out.”
Dear Mrs Murphy,
We’re sorry to hear about your experience. Customer satisfaction is our number one priority and we regret that we didn’t live up to your expectations on this occasion.
The Pest Control claim which you logged was rejected in error, I can only apologise for the distress this has caused. We have now amended this so that we can complete the repair for you.
The claim previous was investigated by our engineer who has diagnosed sludge in the system, which is not something that is covered under the policy.
If you need anything further in the mean time, please do not hesitate to get in touch with our customer service team on 0330 223 4422.
Kind Regards
Karen
Customer Care
“I already am a member of YourRepair !!! I have TWO policies. I was simply upgrading one L1 policy to an L4 policy as your phone lines were unobtainable this evening.”
Hi Mr Hambling,
thank you for your feedback. I will ask a member of our Customer Service team to give you a call.
Our sales lines are open from 8.00am - 7.00pm, however you can sign up outside of those times on-line if you wish.
Please be re-assured that our claims line is open 24/7, so should the worse happen, we're here for you.
Kind Regards
Karen
Customer Care
“Customer service is just awful. They were meant to call back in October regarding a replacement boiler, it's now January and still haven't heard from them. Took the engineer numerous visits to sort the problem, and even then it wasn't fixed. Hope I can get out of my contact immediately.”
Dear Customer,
we have tried to contact you several times to discuss your complaint.
Please do not hesitate to get back in touch, and we will be able to get this resolved for you.
Kind Regards
Karen
“First year fine, then typical price hike at second year despite offering new customers the original lower price. Contacted customer service but unwilling to do anything, bad outdated business model - customer loyalty is important.”
Hi Peter,
We’re sorry to hear about your experience. Customer satisfaction is our number 1 priority and we regret that we didn’t live up to your expectations on this occasion.
We’d greatly appreciate the opportunity to put things right. Please could you email your full name and telephone number to aftercare@yourrepair.co.uk and a customer advocate will call you back as a matter of urgency.
Kind Regards
Bronte
After Care Team
“I pay a monthly subscriptions and when I need someone to look and repair my boiler it does not cover ... can’t wait for contract to finish so I can move back to Scottish gas where they charge extra but will call out and put my mind at rest”
Hi Marilyn,
We’re sorry to hear about your experience. Customer satisfaction is our number 1 priority and we regret that we didn’t live up to your expectations on this occasion.
We’d greatly appreciate the opportunity to put things right. Please could you email your full name and telephone number to aftercare@yourrepair.co.uk and a customer advocate will call you back as a matter of urgency.
Kind Regards
Bronte
After Care Team
“If I could give your repair 0 stars then I would the service they provide is shocking, I logged a call to say my boiler was making a noise only to be told that. It's still working call me back when it stops work. However on Sunday it did stop working so I called emergency number to be told that they only do plummung emergency at weekend . I mean seriously they only do boiler repairs or call outs Monday to Friday. So I had to call someone out independently on Sunday to look at my boiler. My advice is stay well clear of Your Repair.”
Hi Carolann,
We’re sorry to hear about your experience. Customer satisfaction is our number 1 priority and we regret that we didn’t live up to your expectations on this occasion.
We’d greatly appreciate the opportunity to put things right. Please could you email your full name and telephone number to aftercare@yourrepair.co.uk and a customer advocate will call you back as a matter of urgency.
Kind Regards
Bronte
After Care Team
“Very very disappointed you told us you were going to repair our bath tap , and told us to buy the tap which we did , you then told us you were not going to do it as it was a difficult job !!!!!! Not our fault we sent a picture when we reported the problem , the problem has been going on for 6 weeks now , have asked for a manager to call us but no one has got back to us and now we are out of pocket !!!!!”
Hi,
We’re sorry to hear about your experience. Customer satisfaction is our number 1 priority and we regret that we didn’t live up to your expectations on this occasion.
We’d greatly appreciate the opportunity to put things right. I have arranged for a manager to call you today as a matter of urgency.
Kind Regards
Bronte
After Care Team
“Are the phone numbers given are cutting me of when I try to book for someone to look at our drain. My partner tried to email and again the email came back with a contact number which cuts you off. How are you supposed to report an issue when the lines cut you off and I ca not find an emergency number? Currently we can not use the downstairs toilet and drain is overflowing in the back garden. Someone please help?”
Hi Karen,
I'm sorry to hear about your experience. I can see that this has now been lodged in our system and a repair is being arranged.
If you have any further questions, please don't hesitate to get in touch with us on 0330 223 4422.
Kind Regards,
Bronte
After Care Team
“never use them - they took a week to get back to me about my boiler. At the first visit the repair person told me that they could mend it. I did not hear for a week then I rung up and got told know we cannot repair it. STEER CLEAR OF THIS FIRM”
Hi,
I'm sorry to hear about your experience. Customer satisfaction is our number 1 priority and we regret that we didn't live up to your expectations on this occasion.
Upon further investigation I can see that this is currently being investigated and that you have been advised that someone will be in contact with you today to discuss this further. We appreciate your patience.
Kind Regards,
Bronte
Aftercare Team
Hi Jespah,
I'm sorry to see that you have left a 1 star rating. Upon further investigation I can see that you have logged your claim with us this afternoon and that it is currently in the process of being dispatched to an engineer. Please await email confirmation for when an engineer has accepted this job.
If you have any further queries please don't hesitate to get in touch.
Bronte
Aftercare Team
“WARNING - BEWARE! x3 Boiler models are not covered.
Potterton Powermax, Elm Le Blanc, Chaffoteaux Britany Combi.
You should note that it is your responsibility to read the terms and conditions within 14 days after you sign up and then if you look very carefully you will see hidden on page 10 - Boilers: point 6.20 that certain models of boilers are not covered as they require specialist work. Who would have thought models? Age l can understand, but models? Their website actual states Potterton as a manufacturing partner, but not that there are models not covered!
They do not make this clear when you sign up and only ask the age of the boiler and if it is currently working. Surely this should be on their website or at the very least be a notification at the point of signing up? For them to take the stance that, quote: “the onus is on the customer to read the terms and conditions to ensure the cover is suitable” could in my opinion be considered sharp practice, practically as one of their business slogans clearly states they “will make sure you understand what you are signing up for”.
They will start the plan, take your monthly payments, service your boiler and come out to repair faults (l have had one annual service and three engineer repair visits), then when the fault escalates into a more expensive issue they refer it to the boiler manufacturer and at that point they look at the actual details of the boiler they have been servicing and repairing all this time and call you to advise that you are not covered and they are cancelling your policy.
Apparently, they do not have time to look at the details of the boiler when they sign off their work sheets to authorise their contractors to proceed with the service/repairs, even though it is marked clearly at the top of the contractor’s job sheet. If they had looked they would have seen at this point they were actually approving work to a boiler that they do not cover.
Obviously at this point as a customer l am now in a compromised position, as l need to find an engineer to repair the boiler before l can find an alternative care plan, as understandably the boiler needs to be working to get a good deal, for example with Corgi, British Gas or any of the other companies that offer this service.
It is also worth noting that the skill levels of their contractors vary enormously. The first one said the replacement part was obsolete and the claim was subsequently declined via email. They did not at this point offer any further options or call to advise that as they could not repair it they would need to cancel the policy. I can only assume they did not have the time and therefore would have kept taking the monthly payments if l hadn't contacted them to advise that the boiler was still not working and was now showing a different fault code, which resulted in a second engineer visit and subsequently a third follow up visit as still not working. I spent a lot of phone time with YourRepair (a lot of it on hold waiting for an adviser) over those few days discussing the claim, as they had to cancel the second one and incorporate it into the first one in order for their system to approve the additional repair visits, which they did. Still no one checked the boiler details even as this was quite obviously becoming a difficult case.
After calls with their contractor to discuss booking the next appointment, he then referred it to YourRepair for approval and this is when the whole scenario started as they checked the model of the boiler and realised that although it was made by one of their manufacturing partners, it was a model not covered and therefore cancelled the policy.
In addition to all of this, during the second repair visit the contractor removed the valve from my bicycle tyre inner tube to repair the expansion vessel in the boiler (he normally caries these, but not today) and as yet even when reminded before his last and final visit that l needed this replaced, it was not.
Fourteen months of payment (£206) later l still have a broken boiler, no offer of compensation or help and to add insult to injury l need to buy a new inner tube for my bike tyre!
YourRepair is a very apt name, bearing in mind the extent to which l have had to be involved over the last two weeks since I made my claim, concluding in a NoRepair.
Quotes from their web page – All of which they failed to live up to!
"We will make sure you understand what you are signing up for"
"We will make it clear what is covered"
"If we do get something wrong, we'll put our hands up and do our best to make things right straight away"
I emailed them a written complaint asking for a refund of all my costs (£206) as compensation, along with a copy of this review, advising them l hoped l would not feel the need to publish it as they would uphold their pledge: “If we do get something wrong, we'll put our hands up and do our best to make things right straight away”. I received a phone call from Samantha (she wouldn’t give me her surname due to data protection, only that she was a customer complaints Manager – or give me the full names of her Manager or the Company CEO), who spent her call time repeating the standard response of “ the onus is on the customer……”
During a long pointless call and after much reiteration of the case by me, she offered to send me a £25 Amazon voucher to cover the replacement of my bike inner tube and this was duly received with a follow up email reiterating their excuses and advising they had spoken to Potterton and been told they do not repair that model boiler. This was another misleading statement from YourRepair, as l subsequently contacted Potterton and not only did they come out the next day to repair the boiler but offered a yearly maintenance contract to cover any future faults.
Make sure you know what you are signing up for, as they certainly won’t!”
Hi Phil,
I am sorry to hear that you are unhappy with the service you have received so far.
We do make it clear that when signing up for a plan with us whether it be over the phone with an agent, or online that you must agree to the terms and conditions of the plan as this is where we do clearly state what is covered, including any exclusions which as you have outlined does detail certain models of boilers as they require specialist work.
We do feel we have been transparent in offering this information within the terms and conditions, as well as in the FAQ section of our website however I have passed on your feedback regarding this to the relevant part of the business.
I can see that your complaint has been raised with us and can confirm that this has been through our complete complaints procedure and that you have been sent a £25 Amazon gift voucher. I do apologise if this was not the outcome you were hoping for and for any inconveniences you have experienced. If you would still like to discuss this further please contact us on 0330 223 4422.
Bronte
Aftercare Team
“Appalling service. Engineer visited and said I needed a simple valve replacement. The company refused to pay, saying it was not covered. What rubbish. They take your money and then weasel out of paying.”
Hi
I'm sorry to learn you're unhappy with the response to your recent claim. I have taken a look into this and can see that the problem was with a valve on a unvented hot water cylinder.
Unfortunately, unvented hot water systems are not included in your plan. This is because they require specialist work and additional qualifications above and beyond the standard domestic gas qualifications that our engineers hold.
Whilst I appreciate this wasn’t the outcome you’d hoped for, we always try and be as transparent as we can with our customers about what our plans do and don’t include.
We do appreciate your comments and I apologise that we were unable to offer a repair on this occasion.
Kind Regards
Bronte
Aftercare Team
“Utter rubbish. The engineer told me the heating was fixed, and he had left it on - rubbish! Came back the next day and said it needed a part but needed authorisation before he could order it! Left a whole weekend with no hot water or heating because the so called 24/7 helpline won't pick up. I was told Your Repair would ring me 1st thing Monday morning ....... Nothing yet!!!”
Hi Dawne
We’re sorry to hear about your experience
Customer satisfaction is our number 1 priority and we regret that we didn’t live up to your expectations on this occasion.
We’d greatly appreciate the opportunity to put things right.
Please could you email your full name and telephone number to customerservice@yourrepair.co.uk and a customer advocate will call you back as a matter of urgency.
Kind Regards
Bronte
After Care Team
