BritainReviews

    Reviews 247 Home Rescue

    Of course you want to live comfortably, and nowadays that includes all the equipment, devices and other modern things we are used to. You will want your house to be nice and warm and you want to be able to use the appliances that you have in your home. If your heating breaks down or your dishwasher or washing machine breaks down, that can become quite unpleasant and uncomfortable. So if something does break down, you will want it to be fixed quickly and effectively. 24/7 Home Rescue is a company that provides covers and repair service for boilers and other appliances. You can find their premiums on their website, but that tells you nothing about the service that they provide. It also does not tell you if the company really comes to your rescue at a time when you really need them. Customers that have dealt with 24/7 Home Rescue before can tell you that. Read their customer reviews with their experiences, opinions and more to get a clear view of what this company does. These reviews can help you decide whether you want to cover your stuff at 24/7 Home Rescue or not.

    About 24/7 Home Rescue

    24/7 Home Rescue is a company that offers cover and repair service for your boiler and other appliances that you have in your home. They can help you when your boiler breaks down, when your washing machine has problems, when your dishwasher does not work the way that is should and many other cases. They have several boiler covers. They all provide unlimited 24/7 callouts, nationwide coverage, unlimited claims, boiler breakdown service. The more elaborate policies also include extras like cover of the external and internal plumbing and drainage, cover of the central heating system and a gas safety check. The basic appliance cover included your washing machine, tumble dryer and combined fridge freezer. More elaborate policies also include dishwashers, separate fridges and freezers, American fridge freezers, electric ovens, gas hobs, ceramic hobs and master cookers.


    24/7 Home Rescue tells how to avoid electrical emergencies: because it's always best to avoid

    Services of 24/7 Home Rescue

    As mentioned before, they offer 24/7 repair service for your boiler and appliances. If you make use of their services via your cover, you will not be charged for labour or parts. You can contact them via a live web chat, via telephone or via email, all of which can be accesses via their website.

    About 24/7 Home Rescue

    Complaints, Compliments and Tips for 24/7 Home Rescue.
    Have you made use of the services of 24/7 Home Rescue in the past? That you can tell us what you think about this company. Do they help you in times of need? Does the premium cover the expenses that you would have had without a cover? And what are the people at 24/7 Home Rescue like? Did you encounter any problems and how did their customer service treat you and your complaint? Let us know by leaving a review with your experience, opinion and more. Others can benefit from your experience when they try to decide whether they want to cover their boiler and other appliances at 24/7 Home Rescue.

    Does 24/7 Home Rescue really come to your rescue? Read customer reviews about this company for appliance cover, boiler cover, boiler repairs & appliance repairs

    247 Home Rescue
    Reviews, complaints and customer experiences (59)

    3
    17% Would buy here again!

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    3,2

    Service

    2,8

    Pricing

    3,2

    Delivery

    2,8

    All reviews

    Read independant reviews, consumer experiences, feedback and complaints right here! Get to know the best shop place your (online) order. Everybody together now decides which shops are worthy and which aren't!

    Boiler Cover

    Short story: After a contentious initial boiler service the company decided they didn't want to cover it. They sent an email to confirm the cancellation but proceeded to take 15 month's Direct Debits. When approached for refund they refused and said case was closed despite me evidencing to them their own email and them stating they have no evidence of me asking to cancel the cover!!).

    Took them to small claims court (very easy to do online - takes no more than 20 minutes and £25!). They received the summons and hastily arranged to refund the court cost and my money they had been holding on to.

    This borders on fraudulent practice: Companies like individuals make mistakes (I should have cancelled the DD mandate) but it's how they react that you really find out about them. It was clear they had taken money for a service they did not provide and yet despite overwhelming evidence point blank refused to accept to pay the refund. Had they simply accepted the mishap and refunded me as most big companies do with question (is this example of small company attitude?) then this review would not have been made and potential customers lost.

    Bad experience from start to end. I certainly would not recommend these based on my experience. This company are miles cheaper than British Gas (who I think are overpriced) but is this yet another example of you get what you pay for (rhetorical question)?

    By: M Patel14-06-2019
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    5,5

    Appliance cover

    Took out the policy 2months ago, tried to make my first claim on my range cooker, one of the ovens wasn’t heating up when I called up was told theclaim had been rejected as only one of the ovens wasn’t working they will only fix it if the whole range doesn’t work. Wasn’t told this when I took the policy out and customer service attitude was “computer says no” After being with British Gas for the past 15 years never had a problem claiming for the same thing, will be cancelling the policy and going back to them.

    By: Jacqueline 12-06-2019
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    4

    Nothing positive to say about my experience- read for yourself!

    Do yourself a favour and pay a bit extra with another provider and avoid these cowboys at all costs.
    24/7 insisted I have my boiler service early in my contract then charged me £60 for having it completed early. It then took over 6 weeks to even get a date agreed for my boiler service, this is after having to make many many phone calls to get it sorted. Date gets arranged then gets cancelled on the day by 24/7, different reasons provided depending on who I spoke to. Further hassle on my part to get another appointment. Engineer attends to do the service then after leaving the property I realise there is now a GAS LEAK from the boiler! Engineer comes back out and says it was caused by him not tightening the pressure test valve enough but not to worry it was “only a little leak, and it was only leaking when the boiler was running” (Apparently that makes it ok!) Complained to 24/7, no response for weeks so again I was having to chase them up numerous times. Eventually gets a response over 9 WEEKS from logging my complaint and they said they don’t agree that the engineer left me in any danger (with a gas leak!) because when he came back out he didn’t need to change any parts. Utterly ridiculous. Was offered a “gesture of goodwill” of 2 months free- worth less than £10. Told them I wasn’t interested and considered the contract breached due to their engineers negligence and the length of time taken to respond to the complaint (over the length of time they stated in the contract). They told me I would need to pay a £144 cancellation fee- just to be clear this is more than the TOTAL annual contract cost in full! Obviously after another set of lengthy phone calls I have come out of contract without paying for it. This is a terrible company with appalling service. There is no accountability and the poor people who work in complaints are left to pick up the stick- not once did a manager or someone senior contact me regarding my complaint or even acknowledge it and every response I had from 24/7 was as a result of me chasing. Without a doubt the most frustrating and stressful service agreement I have had in my life and I was only with them 3 1/2 months!

    Avoid, Avoid, Avoid! You have been warned, take out a contract with them at your peril!

    By: Zoe Scanlon28-04-2019
    247 Home Rescue29-04-2019

    Dear Ms Scanlon, We regret to acknowledge that you continue to pursue this matter despite having received a full and reasoned response by the Legal and Compliance manager here at 247 Home Rescue. When our engineers go out to do a service; they perform tests as is required. The tests clearly showed that there was no leaking of gas at that point, otherwise the engineer would have detected it and dealt with it in relation to the emission tests which have to be carried out as part of a service. Our engineer would not leave you in any potential health difficulty as a result of failing to deal with a leak. We do take your point that subsequently you contacted us to advise that you could smell gas. However, we understand that an engineer attended and it does not seem from your account that any significant work was performed or parts changed aside from checking the tightness and pressure. In the circumstances we are satisfied having investigated your complaint that you were not left in any difficulty or potential health hazard. Legal and Compliance 247 Home Rescue

    I’m Zoe Scanlon 01-05-2019

    Dear Legal and Compliance, thank you for finally acknowledging my complaint, having previously left the Social Media team to respond to me. The response I received from 247 was in fact only to part of my complaint- if you check your records and review the complaint I submitted online on 18th February you will see that, that part has not been responded to at all. In addition your ‘full’ response did not acknowledge how you would explain that a gas leak occurred following my boiler service. I absolutely agree that your engineer did not change any parts or carry out any significant works in that visit. However the engineer did advise me that the gas leak was caused by him failing to tighten the pressure check valve sufficiently after opening that whilst completing my boiler service previously. Nonetheless this issue has been reported to the Gas Safe Register for investigation so as to prevent further negligent and shoddy work being carried out in the 247 name. It’s telling that you are quick to respond to my comments when in the public forum yet you were not so quick to stick to your own contractual agreement when it comes to responding to customers complaints. Thankfully I will no longer have to deal with the poor service from 247 any more and I only hope that others read about my experience and choose to find an alternative provider too.

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    4

    poor service

    Please avoid this company it is terrible, constantly let down. BG much better, I was with them for 10 years and am regretting moving.

    By: phil warrilow08-04-2019
    Alice26-04-2019

    To whom it may concern, I regret to acknowledge that you may have some cause for dissatisfaction in terms of your 247 Home Rescue experience and I am eager to remedy this. Please contact me directly at socialmedia@247homerescue.co.uk where I shall seek to investigate your concerns and respond accordingly. Kind regards, Alice 247 Home Rescue

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    2

    247(HomeRisk)

    Just can't understand how this company is still operating! So depressing when I read the similarity of complaints by costumers across the country and how identical to a catalogue of bad service and money waist that i have been subjected to since I joined this joke of

    By: Muhanned07-04-2019
    Alice26-04-2019

    To whom it may concern, I regret to acknowledge that you may have some cause for dissatisfaction in terms of your 247 Home Rescue experience and I am eager to remedy this. Please contact me directly at socialmedia@247homerescue.co.uk where I shall seek to investigate your concerns and respond accordingly. Kind regards, Alice 247 Home Rescue

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    3

    Avoid at all cost - total rip off

    Please if I can just prevent just one person from having to deal with this abomination of a company then I'll be happy. In November I made a claim and guess what – I’m not covered by my so called policy so that’ll be £200 to pay. No way, I want to cancel. That’ll be £142 to cancel. No way, I want a manager call back and guess what, they’re that inept they can’t even manage to do that. Countless ignored emails, false promises but on one occasion I was actually promised a call back on the 19th of Feb but it had to be at 3pm because the manager was in COURT!! But guess what even that call back never came to fruition. And now when they finally do respond, I get an email advising me that they will no longer correspond with me. Just says it all. The engineers are incompetent, the staff in the call centre are incompetent and so are the social media team who are probably reading this right now. So you can ignore my emails if you wish but I am not going away.

    By: Karen Wells03-04-2019
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    3

    Terrible company

    Save yourself the stress and stay away from this company.

    By: Steve Harvey 06-03-2019
    Alice26-04-2019

    To whom it may concern, I regret to acknowledge that you may have some cause for dissatisfaction in terms of your 247 Home Rescue experience and I am eager to remedy this. Please contact me directly at socialmedia@247homerescue.co.uk where I shall seek to investigate your concerns and respond accordingly. Kind regards, Alice 247 Home Rescue

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    3,5

    You need to be aware

    Advice to all complainants.
    As this company has a less than good reputation and clearly has issues regarding billing and or service. Everyone should follow this procedure.

    1)

    By: Lewis Dee27-02-2019
    Lewis dee27-02-2019

    It is alleged that some companies use time and difficulty in making complaints a tool in a bid to make their complainants give up. Good professional companies will always put their customer first. In addition, you are not only covered by the company's own terms and conditions but also covered under UK Law. which looks at Advertising, Sales of goods and Services, Financial Services, and many other consumer protections. 1) Make your first complaint to the telephone number shown on your agreement Letter. 2) Write to their head office address shown within their Terms & Conditions that you are placing them on notice that should the issue (detail it thoroughly) not be resolved or agreed to be resolved within 7 working days you will proceed to small claims. 3) In the case of 24/7 you may well be directed to make a complaint via their 24/7 web site BUT beware they will ask you to waiver your rights OF BRINGING the complaint into the Public Domain at any time related to the complaint. Take a screen shot of this for your case record, as it is an alleged infringement AND DO NOT ACCEPT IT 4) Now e-mail the company's complaints web site and ensure you request that a copy of your complaint be passed onto the company directors. Formally advise that you have notified them to rectify the issue or that they agree to rectify the issue within a reasonable time frame and that subject to not gaining such agreement , that immediately after the 7 working days prior notification already made that you will proceed to small claims. 5) Do not be fobbed off. Also during the process call your Citizens Advice centre and check that you are following the correct procedure and request they pass the information onto trading Standards. They will give you a ref; Number, use this on all future correspondence with 24/7. 6) If the company is operating a fair and reasonable complaints procedure they will communicate with you immediately but if you feel that excuses are still being made or you feel that you are being fobbed off just issue (on line) the small claims procedure. It is inexpensive and if the court rules in your favour you will be reimbursed. If or should you seek a legal advice pertaining to the issue, then part of those costs could also be recovered. If you use a third party to provide an independent or expert opinion, then those costs may also be recovered. In the case of 24/7 Home Rescue my colleague is having a an issue revolving around billing and renewal terms of the agreement and in his opinion alleged sharp practice whereby terms are changed including billing without prior written and agreed to notification has been experienced . They are however, allowing 24/7 every opportunity to resolve matters professionally and all media and agencies will be advised as to how the matter is finally dealt with. Clearly every organisation need s to be given the benefit of the doubt but it is by their ongoing actions that their reputation will be judged upon.

    Alice26-04-2019

    To whom it may concern, I regret to acknowledge that you may have some cause for dissatisfaction in terms of your 247 Home Rescue experience and I am eager to remedy this. Please contact me directly at socialmedia@247homerescue.co.uk where I shall seek to investigate your concerns and respond accordingly. Kind regards, Alice 247 Home Rescue

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    2,5

    Joke

    Absolute joke of company paid upfront for several months to get boiler services. Called and made an appointment and used my last holiday from work. Luckily on the day I called to see if I could get the engineers contact details to get an ETA as this is when I found out that they in fact never made any booking. To be fair I did get my money refunded when I cancelled but they then proceeded to take next month's payment anyway. The customer service is abysmal takes over half an hour to get through for them only to be the most unhelpful bunch of " advisers " I've ever had the misfortune to have to speak to. Oh and also keep getting texts stating my account is in arrears despite the fact it's cancelled!!!! If you have any sense at all stay well clear and pay extra for a decent company

    By: Michael Deveney26-02-2019
    Alice26-04-2019

    To whom it may concern, I regret to acknowledge that you may have some cause for dissatisfaction in terms of your 247 Home Rescue experience and I am eager to remedy this. Please contact me directly at socialmedia@247homerescue.co.uk where I shall seek to investigate your concerns and respond accordingly. Kind regards, Alice 247 Home Rescue

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    2

    Don't use this company it's a con

    You don't realise you have no cover until you go to claim. I paid for the most expensive cover to be told my radiators weren't covered and you had to have a full central heating breakdown!! Not what was advertised at all. I immediately cancelled and no refund will be given as I didn't cancel within 14 days. As I say you assume you are covered. There also appears to be no governing body for this company and I am unable to take it further. Stay away!

    By: Vicky Rogers26-02-2019
    Muhanned07-04-2019

    Sorry Vicky, what do you mean by "unable to take it further" Surely there is governing body to see bad practice on good advertising is not allowed to go on deceiving unsuspecting people. Otherwise we are in a world of no law and order. If you have a claim against this company go online and search for form to fill in from citizen advice/ consumer issue

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    2

    What a con

    Am closing account, having been with them some time. Service engineer came late summer 2018, did not put things back correctly and damaged a gasket, called for an engineer who came several days later and confirmed reason for problem filled it with gunk then came back days later with correct gasket, now they want to charge me £45 for leaving as I had an engineer visit how do they justify this

    By: Norman metcalf19-02-2019
    Alice26-04-2019

    To whom it may concern, I regret to acknowledge that you may have some cause for dissatisfaction in terms of your 247 Home Rescue experience and I am eager to remedy this. Please contact me directly at socialmedia@247homerescue.co.uk where I shall seek to investigate your concerns and respond accordingly. Kind regards, Alice 247 Home Rescue

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    2

    Stay away at all costs. Don't fall for Trustpilot ratings for this company

    Do not fall for low prices and sweet promises by 247 Home rescue. you will regret it at a later date. They will not fix your boiler. They will hide behind the T&C and especially the clause about BER. I repeat.. Stay away at all costs. If you need any further information please reach out to me if Britain reviews allows such a contact.

    By: Jaimin Desai19-02-2019
    Muhanned07-04-2019

    Hi Jaimin, I want to reach out to you and see if you have anything on offer to stop this bad practice from ripping people off.

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    2

    Stay away at all costs

    Will lie to you, damage your goods, leave your premises in a dangerous and unsafe manner, refuse to speak to you, refuse to log a complaint, close jobs that arent finished and regularly try to charge you more money.

    By: Liz18-02-2019
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    2

    You have been warned, take the advice.

    I advise anyone looking for boiler insurance to carefully read all these comments and mine before buying insurance cover. Then you can make the right decision.

    I have been with 24/7 Home Rescue for two years and despite making two legitimate claims I ended up paying out every time, their excuses were, this fault is not covered by the policy, see terms and conditions, it eventually cost me 150 to have the fault fixed. Then I found that they had set my premium at £14.40, thirty pence short of £14.70 which it should have been for no excess, I searched their plans but could not find a plan for £14.40 on this companies website. This cost me another £45 for the excess the second time I claimed in the two year period. The service engineer found that I needed a new thermistor , he came and fitted it but discovered I needed a new PCB board and valve. The company declared my boiler as “BEYOND ECONOMICAL REPAIR” because of the cost of the repair and informed me that they are not not liable to pay for the cost of the repair. They serviced my boiler two months previously and did not inform me of this at anytime nor when I first took out the policy. To me this is their get out clause so that they don’t have to pay. Judging from the letters of complaint on Trust Pilot and Money Saving Expert they have used this get out clause hundreds of times with other customers, using the same excuse even on boilers a few years old. They told me I would have to pay £400 plus if I wanted to have the boiler repaired. They said they would pay 60% towards the repair but that they have a limit of £110 which meant I would have to pay over £300. I was so angry at this excuse that I am receiving no benefit from being insured with them. We are both in our seventies on pensions and we were simply not able to afford the repair either. Despite this firm paying out nothing at all, I was then informed that I still owe them £148 to close my account. I explained them my policy was on a rolling basis from month to month as was still shown on my account webpage. They informed me that because I had made a claim they put me on a twelve month contract this without notifying me, therefore, they said that by my leaving before the end of this contract I owed them the £148 for the other eleven months. All this meant that not only was I paying them the premium of £14.40 per month for two years but also, £150, for the first fault repair, £45 excess and £300 for the second fault, whilst they paid nothing, except fit a thermistor cost about £3. Later on I queried the payment £148 and was informed that there had been a mistake and I now did not have to pay it because they cancelled my policy.How many other people, especially the elderly would simply pay the £148 just to escape this firm. I am now left with a faulty boiler in winter even though I paid for a full breakdown cover policy.

    I advise everybody to read the small print in their terms and conditions before considering taking out an insurance policy. How they are allowed to get away with this is beyond me, surely these cases like mine should be investigated.

    By: Brian O Connor29-01-2019
    Alice Roberts18-02-2019

    Hi Brian, Your comments regarding the service you received by 24|7 Home Rescue is very important to us. We want customers to have a stress- free experience with 24|7 Home Rescue. We aim to take the pressure out of the emergency that you have encountered. Your report of difficulties in your engagement with us is a serious concern. Mindful of this we are eager to seek out some form of explanation and in doing so reach a resolution for the concerns raised by yourself. Please email us directly at socialmedia@247homerescue.co.uk with your customer reference number to hand and a member of our team will be more than happy to look into this for you. Kind regards, Alice Roberts 247 Social Media team

    Muhanned07-04-2019

    Brian, don't fall for this meaningless words from "Alice Roberts" its just empty words. Search for citizen advice consumer services. They can escalate things with the Trading standard. It is time to put a stop to this kind of rip off practice.

    Muhanned07-04-2019

    Brian, don't fall for this meaningless words from "Alice Roberts" its just empty words. Search for citizen advice consumer services. They can escalate things with the Trading standard. It is time to put a stop to this kind of rip off practice.

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    2

    Disgraceful complaint system, rude staff and an overall disreputable company...dont use!

    Firstly, I would like to apologies to anyone who has taken out a contract with 247 Home Rescue since May 2018 as their customer service and complaints system has failed to deal with my complaint and i would never recommend this company to anyone.

    I raised a complaint to cancel my service on the 9th March 2018, which was within a 14 day cool down period and despite an 8 week SLA my complaint has not been dealt with and when I try to call the legal team are either not available or I get put though, wait and then get cut off. I have been unable to cancel my direct debit as I was politely threatened with bailiffs coming to my property!

    I have since raised a second complaint about their poo customer service and their complaint process, to which I have had zero engagement.

    This company may well provide a good service for happy path work but outside of that I can categorically tell you they do not deal with complaints or complex issues, you would be better off going to a more reputable company.

    I still expect my cancellation from 2018 to be honoured and all the money I have paid rebated, I intend to take them to court and will now be spending time I shouldn't have to spend doing this.


    Detail if anyone is interested, my original complaint...

    I called on 1st March to report my boiler had broken and also that I could not complete the eligibility questions as per the membership welcome steps (error attached )

    I was explicitly advised on the call with one of your service team that I could not make a claim as I was still in a 14 day cool down period so therefore my only option was to use a ‘Pay on Use Service’ which is outside of the service agreement, it was explained this is in place as apparently some customers make a claim in the 14 day cool down period and then cancel the contract...which I fully understand.

    The engineer came out, assessed he wouldn't be bothered changing the part (4 hours work apparently) but would provide a workaround to the problem, I paid £95 for this as per the call out fee. If I want to take up the workaround option I can pay another £215 to have the work done but I don’t want the work done and we are instead going to replace the boiler, therefore now exercising my right to cancel.

    I was somewhat surprised to speak to one of your staff who advised I can’t cancel as I have used the contracted service and on escalation to xxxx, one of the management team, he advised I should have read the T’s and C’s and I have to pay £120 to cancel...even more if I cancel the direct debit they will send bailiffs to recoup the money!

    When I called on the 1st I was not advised of this in anyway, in fact at no time was I made aware of any applicable T’s and C’s that could have enabled me to make a judgement on using the Pay on use Service. If the call centre guy had any ounce of customer service and application of thought he may well have noted it is impossible for me to see the T’s and C’s as I couldn’t complete step 2 of the membership steps! I still can’t log in to review them retrospectively.

    I would like a copy of the call on the 1st March, please can you provide this for review?

    I am hoping you can resolve this and also refund the 1st payment.


    This was the email in full from Home Rescue:

    From:
    Sent: Thursday, March 1, 2018 4:17:35 PM
    To:
    Subject: Pay On Use Service Ref:WS0247120 Job ID:222571

    Dear Customer,
    Further to our conversation, I confirm that in this instance your claim has been declined.
    In instances such as these we can offer a pay on use service. This repair is offered outside the terms of your service agreement. This repair involves the deployment of an engineer who will initially assess the work required. Followings costings received you can agree to any work that is necessary. It is important to note that parts and subsequent labour hours will be chargeable to you in full under this service. This facility is defined as a pay-on-use service under the terms of your agreement and once payment has been processed this is non-refundable, for further details refer to your terms and conditions which are available to view on our website or log into “My Account”.
    Please note, you can refuse and source your own repair should you feel appropriate by calling us immediately.




    So, again my apologies, I am going to try and contact them again to review my case and ensure my contract does not roll.

    Happy to take recommendations on next steps if anyone has any to recommend.

    By: David Maddock07-01-2019
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    2

    Most unethical company ever

    I had a boiler issue at a rented property and had complete incompetent engineers come out. Ended up paying for parts as they said they cant repair and is beyond economical repair. Fault was incorrect and a long story short ended up costing a new boiler for £2,500. DO NOT USE THIS COMPANY. total fraud. I will be going through trading standards. It has been 8 weeks since i made a complaint and am getting no contact despite chasing. Worst company ever.

    By: Mrs Ram07-01-2019
    Alice Roberts18-02-2019

    Hi Mrs Ram, Your comments regarding the service you received by 24|7 Home Rescue is very important to us. We want customers to have a stress- free experience with 24|7 Home Rescue. We aim to take the pressure out of the emergency that you have encountered. Your report of difficulties in your engagement with us is a serious concern. Mindful of this we are eager to seek out some form of explanation and in doing so reach a resolution for the concerns raised by yourself. Please email us directly at socialmedia@247homerescue.co.uk with your customer reference number to hand and a member of our team will be more than happy to look into this for you. Kind regards, Alice Roberts 247 Social Media team

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    2

    Poor company

    No contract given never get back to you no confirmation of anything i e receipts of payment keep well clear of these cowboys if you want to sleep at night

    By: Jhon06-01-2019
    Alice Roberts18-02-2019

    Hi Jhon, Your comments regarding the service you received by 24|7 Home Rescue is very important to us. We want customers to have a stress- free experience with 24|7 Home Rescue. We aim to take the pressure out of the emergency that you have encountered. Your report of difficulties in your engagement with us is a serious concern. Mindful of this we are eager to seek out some form of explanation and in doing so reach a resolution for the concerns raised by yourself. Please email us directly at socialmedia@247homerescue.co.uk with your customer reference number to hand and a member of our team will be more than happy to look into this for you. Kind regards, Alice Roberts 247 Social Media team

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    10

    Corrupt Cowboys

    Ive never felt so cheated and robbed. Took out this cover for £120... have since had to pay £290 to fix a problem that wasnt covered due to a loop hole and the problem still isnt fixed as now i have to pay a further £360 for a new part that their engineer broke.

    AVOID!!!!

    By: chri31-12-2018
    Alice Roberts18-02-2019

    Hi Chri, Your comments regarding the service you received by 24|7 Home Rescue is very important to us. We want customers to have a stress- free experience with 24|7 Home Rescue. We aim to take the pressure out of the emergency that you have encountered. Your report of difficulties in your engagement with us is a serious concern. Mindful of this we are eager to seek out some form of explanation and in doing so reach a resolution for the concerns raised by yourself. Please email us directly at socialmedia@247homerescue.co.uk with your customer reference number to hand and a member of our team will be more than happy to look into this for you. Kind regards, Alice Roberts 247 Social Media team

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    2

    Avoid avoid avoid

    Please no one else take a policy with this con artist company! They delete social media reviews! They don’t provide what they say and they happily take your money!

    By: Samantha Milgate20-12-2018
    Alice Roberts18-02-2019

    Hi Samantha, Your comments regarding the service you received by 24|7 Home Rescue is very important to us. We want customers to have a stress- free experience with 24|7 Home Rescue. We aim to take the pressure out of the emergency that you have encountered. Your report of difficulties in your engagement with us is a serious concern. Mindful of this we are eager to seek out some form of explanation and in doing so reach a resolution for the concerns raised by yourself. Please email us directly at socialmedia@247homerescue.co.uk with your customer reference number to hand and a member of our team will be more than happy to look into this for you. Kind regards, Alice Roberts 247 Social Media team

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    24/7 Home Rescue, Fleecing Company - Avoid at all cost

    24/7 Home Rescue, Fleecing Company - Avoid at all cost
    0 star: (-5 stars) (Ref: WS0106182)
    We have suffered at the hands of these scam merchants.
    We have the boiler cover with 24/7 Home Rescue for one and half year. My boiler breakdown and pay them Excess £95, after few days engineer came and said need Diverter Valve or Aqua Sensor or Mother board. Phone them and they told me that they have decide my boiler is Beyond Economical Repair (BER) and not repairing it. But they can arrange the private engineer but it will cost around £450 + VAT.
    We have already paid them about 300 + pounds but when the time comes to repair the boiler they play dishonesty. Because the local Engineer charge me £120 (labour + part) and the boiler is working fine for the past seven weeks.
    Complaint to the 24/7 home rescue with all the facts but they said, company is right to deny the repair on the basis of Beyond Economical Repair (BER). (Note: my boiler is only 5 years old > Vaillant).
    "The Financial Conduct Authority (FCA) regulates businesses that deal with contracts of insurance. 24|7 Home Assist Limited is not regulated as they do not offer contracts of insurance and therefore complaints are not investigated by the Financial Ombudsman Service."
    And they are not member of any regulatory or any Dispute Resolution body. It means if anyone have problem with them, they can decide whatever they want and you cannot take it to any independent organisation.
    Because the way they are set up they do not have to be regulated by any official body so it’s impossible to many a claim although some have complained to trading standards via citizens advice or taken them to court They are set up to take as much money from their customers as possible by using gas engineers( who they do not employ)
    So please please think twice before you take boiler cover with them.

    By: dean17-12-2018
    Alice Roberts18-02-2019

    Hi Dean, Your comments regarding the service you received by 24|7 Home Rescue is very important to us. We want customers to have a stress- free experience with 24|7 Home Rescue. We aim to take the pressure out of the emergency that you have encountered. Your report of difficulties in your engagement with us is a serious concern. Mindful of this we are eager to seek out some form of explanation and in doing so reach a resolution for the concerns raised by yourself. Please email us directly at socialmedia@247homerescue.co.uk with your customer reference number to hand and a member of our team will be more than happy to look into this for you. Kind regards, Alice Roberts 247 Social Media team

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    Worst service ever

    I have never experienced such poor service from any company.
    On the 27th Nov, an engineer came to do annual check. He found that there is one of the flue blanking missing. I have been using th boiler for 4 years and it has been checked by British Gas and Homeserve for the past few years, never had any problems. He said he needed to switch off the boiler, but the problem could be fixed the next day. Then I received an email from the company the next day (28th Nov) saying the part will not arrive by the 3rd Dec. I was told the part would cost £125 plus VAT. Nobody contacted me until the 4th Dec telling me it would be another 2 or 3 days. By now, I have been living in the house with no heating, no hot for nearly 10 days. I then found out that I could easily order the part online at the price of £2.26 for next day delivery. I send more than 20 emails asking if I could order it myself and they come to fix the boiler. Not until 4.20pm on the 6th Dec I was asked to order the part myself and they will send engineer out on the 7th. I placed the order immediately. The engineer arrived at 4pm on the 7th, but the part has not been delivered. Having not had heating and hot water for 10 days, you can imagine how desperate I was. I insisted the engineer stay until the part arrived. The engineer contacted the office telling them that I locked him in. The office then called me and telling me to let the engineer go and threatened to call the police. All I wanted at the time was to have the boiler back on that evening (the 7th Dec was a very cold day) and I have a pregnant woman in the house. When I found out the part was likely to arrive at 6pm, the engineer and I made an agreement that he would come first thing in the morning to fix it. After the engineer left, I was shocked to receive a call from 247 rescue that they cancelled my membership and would not attend any service. I cannot believe what's happening here. I have been paying them every month and all they did was to switch off my perfectly working boiler and leave me, my daughter and a pregnant woman with no heating, no hot water for 10 days. When the part arrives, they are gone. I have just arranged for someone else to come tomorrow to fix it at the cost of another £88.00. Does anyone know where else I could make this complaint to?

    By: Lidan christie07-12-2018
    Alice Roberts18-02-2019

    Hi Lidan, Your comments regarding the service you received by 24|7 Home Rescue is very important to us. We want customers to have a stress- free experience with 24|7 Home Rescue. We aim to take the pressure out of the emergency that you have encountered. Your report of difficulties in your engagement with us is a serious concern. Mindful of this we are eager to seek out some form of explanation and in doing so reach a resolution for the concerns raised by yourself. Please email us directly at socialmedia@247homerescue.co.uk with your customer reference number to hand and a member of our team will be more than happy to look into this for you. Kind regards, Alice Roberts 247 Social Media team

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    bad service of 24/7 home rescue

    on the 3rd.Dec.2018, there was a drainage blockage at our property. 24/7 home rescue sent one technician over in the evening. The technician removed tree leaves from the top of the filter, and then took out the filter, but the blockage was still there. Then the guy opened up two covers of the drainage well, then used two pcs of rod, finally he managed to unblock the blockage in the drain. But today when we called 24/7 home rescue to ask for 35 pounds refund which was taken by 24/7 on 03.Dec.2018, the staff said the money could not be refund to us because drain blockage was caused by kitchen oil and grease. How can the kitchen oil make a blockage at 25 meters away from kitchen?

    By: DAVID07-12-2018
    Alice Roberts18-02-2019

    Hi David, Your comments regarding the service you received by 24|7 Home Rescue is very important to us. We want customers to have a stress- free experience with 24|7 Home Rescue. We aim to take the pressure out of the emergency that you have encountered. Your report of difficulties in your engagement with us is a serious concern. Mindful of this we are eager to seek out some form of explanation and in doing so reach a resolution for the concerns raised by yourself. Please email us directly at socialmedia@247homerescue.co.uk with your customer reference number to hand and a member of our team will be more than happy to look into this for you. Kind regards, Alice Roberts 247 Social Media team

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    4,5

    Could be an absolute scam with Engineers who act like old car mechanics where you have a puncture & ended up with needing new engine

    I had a boiler which was serviced by a Gas Safe engineer some 5-6 months before I had to call 24/7 Home Rescue who I had joined recently for what I thought was peace of mind mostly for my tenant.

    Unluckily her pilot light went off and could not be restarted. so I called 247 who said I was within the cancellation period so would need to pay for the repairs. They had booked the annual service and asked me to pay for it and they will do that at the same time. But then I remembered that the boilder was serviced less than 6 months before. So that service was cancelled and the money EVENTUALLY refunded although they forced me to pay more than twice the amount for the repairs.

    The Gas engineer came ad got the boiler going no problem.

    3 weeks later, i.e. yesterday 04.12.18 the pilot went again so I called them. They booked an engineer and I informed the tenant that they would call the elderly handicapped person that night. This morning I found out they never called but as I was writing a letter of complaint as it took me 45 minutes just to get through to their Emergency helpline, which as usual try to wriggle out of doing anything. My tenant had rang them before and they was asking for my name which they were given as it is on the policy and they told the tenant that was not the name they had! I had a lot of difficulties as every email they send you is from a "NO-REPLY" email address. It is just a trick so that they can pretend they never received your letters and having a phone which takes up to an hour to reply just put you off getting their help or a reply.

    One of my emails to their own complaints dept in their "Terms and conditions" was returned this am which I attach now as I also sent it to 2 other of their email addresses:

    Message not delivered
    Your message couldn't be delivered to customerservices@247homerescue.co.uk because the remote server is misconfigured. See technical details below for more information.

    Aalim.biz@gmail.com

    Contact Enquiry :


    Copy of email sent to you 7 days ago with no reply: Aalim.biz 28 Nov 2018, 09:04 (7 days ago) to complaints Dear Sirs, We now write to confirm our complaint to Kirby on the 23rd November 2018 An Engineer called Hayley had rung us a few days before to inform us that she was going to do Flat 2 to do the annual service. She was told that Flat 2 does not need any service yet until April 2019 and since she had been booked to go to No 7 Queens Road CH42 !QY, she might as well do Flat 3 where Bob will give her access as that flat is also covered and may need an annual service. She said she could not do that as her paperwork states Flat \". She was informed that Flat 2 was serviced a couple of weeks before and does not require a service. I now attach a CP12 issued by the GasSafe registered engineer who serviced Flat 2 some 5-6 months ago. I was shocked that on the day she rang me from the property although I had instructed her that Flat 2 had been cancelled and my money refunded and apparently she proceeded to service Flat 2\'s boiler again. That boiler had been serviced by another 247 Home rescue engineer 2-3 weeks before. I would be grateful if you would send us the details of the HR360 engineer who did the service and his Gas safe registration. We would also like to have Haylay\'s registration details as we find it extraordinary that after she was informed that it must have been a small clerical error on her paperwork she compounde dthings by doing things that she should not have done and came up with some cock and bull story that things needed to be done which two previous GasSafe Engineers said did not exist. When Flat 2 boiler service was cancelled 247 Home rescue was told that Flat 3 may require an annual service but not Flat 2. So when the engineer contacted us there has been a slight confusion on her paperwork as wee informed her and since she was going to the same premises and was given access to Flat 3 she could have done the boiler there as requested, but she chose not to correct the slight clerical error. A siple phone call with you would have set the record straight. Now we are not sure if we did the right thing to switch those two flats to you from Homeserve. We have another two flats on the premises which have new boilers and we were also thinking of transferring all properties to you. It is best that this be postponed just now until we ascertain if you will be able to do the servicing on time and in a reasonable fashion. Yours faithfully, Shah Allybokus

    By: S. Allybokus05-12-2018
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    2,5

    Fraud sale on 247 home rescue

    Fraud sale on 247 home rescue website.I used valid 10% off code to place order,however they still charged me original price.I contacted them for refunds twice and complain,but they do not response and not care.Also i informed them to cancel my contract on the renewal date with 30 days notice before policy is due.However they cancelled my policy immediatelly and still want to charge me for another month direct debit.

    By: wu04-12-2018
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    Disappointed

    Disappointed is an understatement. I took this policy out just over a year ago and I've been extremely unhappy with the service I've received. Up until last year I've always had my boiler serviced by British Gas, but as they were getting a bit expensive I decided to shop around and 24/7 were a lot cheaper. I guess you get what you pay for. I was told that it was a monthly rolling contract, so I was happy to give them a chance.
    The first problem was when I tried to book a service as the winter was approaching, but I was told that I hadn't paid enough premiums yet (bear in mind this is a free service). So I booked a service after paying 6 months premiums, but it was another 3 months before they could book it.
    By now alarm bells were ringing, so after the service I called to cancel my contract, but because I'd had a 'free service' I couldn't leave until I'd paid a years worth of premiums.
    Which is where I am at the moment, I just had a big row with the guy at the call centre, trying to cancel, after waiting half and hour for somebody to answer. I've been told that I have to give 30 days notice and I feel totally ripped off.
    I dread to think what would have happened if I'd had any problems with my boiler breaking down.

    By: Dianne03-12-2018
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    Another Cheat

    I took a boiler cover last year. I called them up about radiators not working problem. Lady on the phone didn't ask me all her checklist questions which included the pressure on the boiler. She asked me to pay £95 as an excess on the cover which I paid. When Engineer came, he was in hurry and was not interested to investigate the boiler. The moment he checked pressure below 1, he increased it and stated that my boiler doesn't have any problem. Left the property. In few hours I found out that radiators are still not heating up automatically (i have kept them in contact on). I complaint again but to my surprise I was told to pay security fee of £50 as engineer reported that we didn't have real breakdown. This whole episode was a shamble. Their mistakes are:
    1. Customer Service doesn't ask checklist questions properly and miss the important questions which could have set the pressure in the boiler.
    2. Engineers are not interested for part change. Eventually I found out that my diverter valve is not working hence heating comes only if you reset the boiler.
    3. £95 paid as an excess was not value for money as my boiler has not been rectified.
    4. Asking further £50 on top of it to resend an engineer for the existing claim is a fraud.

    Please stay away from them. Despite my complaints and to share it with their social media team, I haven't got my refund. I would like to cancel this policy ASAP.

    By: Viveck Batra23-11-2018
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    Scammers - should be shut down

    I am only leaving 1 star as it is not possible to leave none.
    Cutting a very long story short 24/7 do not cover you for anything, yet were still happy to take £75 from us to 'fix' a problem they knew they 'didnt cover's then have the cheek to ask for more.
    Then to add insult to injury we try cancelling and are advised that we can't cancel the policy unless we pay £144 and there was no one of a manager's status around to talk to. The complaint has gone in via the formal way now as advised by themselves but that could take 2months it says. Direct debit cancelled our end and credit card company going to support with the fight we are being faced with although reading some of the reviews over the internet will also be contacting bank to get a complete block on company as have seen so many reviews where they have just started taking money randomly as they keep hold of peoples details..... Staff attitude is utterly disgusting never come across anything like it.
    Genuinely have no idea how these people are still going and have not been shut down. Will be looking to take this alot further to stop people continuing to be scammed. Sadly that's all this company is a scam to get money from people yet provide no service

    By: Lucy Buckland 13-11-2018
    James 24/7 Home Rescue13-11-2018

    Dear Lucy, we're sorry to hear that you feel dissatisfied with the services provided by 24/7 Home Rescue. However, we would like to invite you to contact us via email at socialmedia@247homerescue.co.uk including your policy reference and (JG) in the subject box. Kindest regards, James 24/7 Home Rescue

    Lucy13-11-2018

    A complaint had already been sent

    James 24/7 Home Rescue13-11-2018

    Dear Lucy, we fully understand that you may have already made a complaint via our complaint’s procedure. However, we are requesting you to email us in order to clarify your policy reference and furthermore, aid in resolving the issue. Kindest regards, James 24/7 Home Rescue

    Dianne03-12-2018

    I just went to post my bad review on Trustpilot and I saw my original review from over a year ago. Needless to say it was a glowing 5 star report. How things can change, eh! I've now edited it with 1 star and a terrible review. Let's see if it stays on there.

    Lidan07-12-2018

    Lidan07-12-2018

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    Awful

    Awful company, happily take your money but will never provide the services you have paid for - pay a few pennies more and use a reputable firm like British Gas.

    Do not go near this lot

    By: marie30-10-2018
    James 24/7 Home Rescue30-10-2018

    Dear Marie, we're sorry to hear how you feel about 24/7 Home Rescue. We would like to invite you to contact us in order to help you out with any complaints or issues. If you send us an email at socialmedia@247homerescue.co.uk with all of the relevant details, policy reference and the reference (JG), I would gladly investigate this for you personally. Kind regards, James 24/7 Home Rescue.

    Marie30-10-2018

    wouldn't waste my time contacting you

    Marie30-10-2018

    wouldn't waste my time contacting you

    Jackie 12-11-2018

    Awful company, worse than not being covered is a false sense of security. I am a full time carer, I need to know I can rely on people. Let down more than once, now told I am locked in because an engineer came out who couldn't help. In June I am out of here, British Gas for me.

    Jackie 12-11-2018

    Awful company, worse than not being covered is a false sense of security. I am a full time carer, I need to know I can rely on people. Let down more than once, now told I am locked in because an engineer came out who couldn't help. In June I am out of here, British Gas for me.

    Jackie 12-11-2018

    Awful company, worse than not being covered is a false sense of security. I am a full time carer, I need to know I can rely on people. Let down more than once, now told I am locked in because an engineer came out who couldn't help. In June I am out of here, British Gas for me.

    James 24/7 Home Rescue13-11-2018

    Dear Jackie, this isn't the type of news we like to hear, so we can investigate your complaint thoroughly, we would like to invite you to contact us via email at socialmedia@247homerescue.co.uk including your policy reference and (JG) in the subject box. Kindest regards, James 24/7 Home Rescue

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    Terrible

    Do not use this company - they will not honour the contract you pay for.

    You will not get any problem fixed.

    Rude, arrogant disgusting people - not sure how they are in business.

    By: Rocco30-10-2018
    James 24/7 Home Rescue30-10-2018

    Dear Rocco, we're sorry to hear of your frustrations with 24/7 Home Rescue. We would like to invite you to contact us via email at socialmedia@247homerescue.co.uk please include your policy reference and the reference (JG) in the subject box. Once this email has been received, I would be happy to personally investigate this for you. Kind regards, James 24/7 Home Rescue

    Rocco30-10-2018

    Filf

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    Disgusting Fraudsters

    Pay for a policy all year and then when you ahve a problem find any excuse not to fix.

    Told me I needed to fix my boiler myself!! When the pressure lost, I should top this up daily manually rather than them fix it.

    Fraudsters, avoid like the plague.

    Rude disgusting individuals on the phone and their engineers.

    By: Matthew Hodge30-10-2018
    James 24/7 Home Rescue30-10-2018

    Dear Matthew, we're sorry to hear how you feel about 24/7 Home Rescue. As the boiler is only losing pressure and has not broken down, we would be unable to provide you with the cover. This is stated in the Terms and Conditions which should have been provided to you upon purchase of your cover. We would like to invite you to contact us via email at socialmedia@247homerescue.co.uk please include your policy reference and the reference (JG) in the subject box. Once this email has been received, I would be happy to personally investigate this for you. Kind regards, James 24/7 Home Rescue.

    Matt30-10-2018

    Losing pressure due to a fault identified by your 'engineer', however, you told me to fix it myself - scumbags

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    **Fraudsters** Misleading Policy - DO NOT BUY

    Please do not get cover from these crooks!

    They take your money each month and then when you have a breakdown they charge £45 call out but will not repair the boiler unless you pay extortion amounts for the parts that you are covered for.

    You will wait for hours on the phone for them to answer only for them to tell you that you need to pay.

    Customer service is absolutely shocking and they are not interested in assisting you or trying to help to get your boiler fixed, they are only interested in getting more money from you.

    When you eventually give up and try to cancel the policy, they will make you wait in excess of an hour and then when they do finally pick up they cut you off so that you can’t cancel.

    Please be warned the cheaper policy is simply not worth it.

    24/7 my policy number is MS0295540 I still do not know if you are repairing my boiler or not!!! And after 1 week of calls and 3 visits from you engineers we still have no heating or hot water.

    Are you fixing my boiler that I pay you cover for? If not please cancel my policy immediately as it is impossible to get through to you or your cancellation people and I am still waiting for a manager to call me back which was promised on Friday!!

    Go with an honest and reputable company.

    **UPDATE**
    after not being able to complain online or get through to a manager I wrote an email to the webteam, unbelievably, I got an email response from a DONOTREPLY email address stating the following;
    Dear Customer,
    We confirm receipt of your communication but do not formally acknowledge this as a complaint.
    As per company procedure set out on our website and Terms and Conditions all complaints must be submitted using our online process. Please refer to website to progress your matter.

    Unbelievable. Im now without hot water or heating for 10 days!!!!!! these people simply do not care and will not fix your boiler unless you pay for parts that you are covered for.

    I WILL NOT BE PARTING WITH ANY FURTHER MONEY TO 247 HOME RESCUE AS I HAVE NO CONFIDENCE THAT YOU HAVE ANY INTENTION OF FIXING MY BOILER. YOU ARE SCAM ARTISTS AND SHOULD BE PUT OUT OF BUSINESS.

    I HAVE ALSO NOW CONTACTED BBC WATCHDOG & TRADING STANDARDS AND REPORTED YOU.

    It is Interesting to see all your positive feedback on trust pilot that you pay people for when they sign up by giving them a free months cover or 10% discount on their premium. This is wrong in so many ways and they are all obviously unaware that they are being scammed and that you have no intention of ever repairing a boiler that they are paying you cover for.

    Hopefully the Trading Standards and watchdog will stop this.

    By: Kevin Morley22-10-2018
    Tom Smith26-10-2018

    We need a coordinated response to this. Please visit twitter and enter #247homescamyou to link with others to bring them to justice

    Matt30-10-2018

    Agreed, they even have bad reviews taken down from TrustPilot (obviosuly in bed with these scammers also) Contacting Watshcdog also and Trading Standards

    James 24/7 Home Rescue30-10-2018

    Dear Kevin, we are truly sorry to hear how you feel about the services 24/7 Home Rescue provide. We have read your review thoroughly and investigated further on your account. Unfortunately, as the fault is deemed as intermittent, it fails to fall under our cover, this is stated in the Terms and Conditions in section 8p. As we are unable to cover this due to it not being a full breakdown, a contribution of £92.59 was required. However, your policy has now been cancelled as instructed by yourself. All complaints are to be processed online via the complaint’s procedure on our website. Once this has been completed, we would be willing to investigate this further. Many thanks, James 24/7 Home Rescue

    Lucy b13-11-2018

    100% with you on this Kevin we have had similar am utterly disgusted by the company complete scam the lot of it. We have been charged for something they knew they never covered - was happy to take the money. Did you go to watchdog in the end? If so I will also approach them. My credit card company are taking on support in retrieving the money as thankfully paid that way so it's not going to just be me fighting alone. I will be proceeding with this further also as looking online at this it is happening to so many people they need shutting down.

    Lidan07-12-2018

    247 left me with no heating, no hot water for 11 days in this kind of cold weather and then cancelled my membership. All they have done for me after paying for a few months was to switch off my perfectly working boiler and leave my family in a cold house for 10 days

    07-12-2018

    Yes, bring them to justice! 247 Home destroyer! Risk to life!

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    Avoid

    Don't go anywhere near this company if you expect to get any boiler problems sorted. This was the 2nd time I had called an engineer out, and I should have learnt after the first time and changed companies then. After explaining the problem over the phone, and the fact they had established that I still had heating and hot water, they asked for the £45 excess payment and arranged to send an engineer out. He diagnosed a pressure valve needed replacing and said he would order the part. A few days later I was told that as the boiler was still technically working it wasn't covered, but if I left it till the boiler stopped working it would then be considered a pre existing fault and would once again not be covered. So, they take you money, but find every way possible to avoid actually doing any repairs. If I could leave zero stars I would, they have got to be one of the worst companies I have ever dealt with.

    By: Sally Dean22-10-2018
    Tom Smith26-10-2018

    Join us in fighting them twitter #247homescamyou

    James 24/7 Home Rescue30-10-2018

    Dear Sally, we're sorry to hear that you feel the services provided by 24/7 Home Rescue are unsatisfactory. Unfortunately, we only cover breakdowns and furthermore wouldn't cover the issue raised in your review. When you purchased your cover, you were informed that a mandatory excess fee will be required upon your first claim. We would like to invite you to contact us via email at socialmedia@247homerescue.co.uk including all of the relevant details, your policy reference number and the reference (JG) in the subject box. Following this, I'd be willing to investigate this complaint for you personally. Thank you. James 24/7 Home Rescue

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    Really bad emergency cover, cowboy plumbers and ineffective Complaints Team.

    Terrible and costly service from 24/7 Home Rescue Emergency Cover. A catalogue of poor practice and negligence.

    Returned home from our family summer holiday to find that the toilet cistern had been leaking, causing considerable damage. Contacted 24/7 Home Rescue, as we remembered we had an emergency cover witht hem, and reported the incident. What followed thereafter can only be described as a nightmare. It was the longest, most stressful period of time we have experienced as a family for a long time. It took over three weeks for the company to attempt to fix a minor problem. However, the plumber was so incompetent (or inexperienced?) and careless that in the end we had to get someone privately to deal with the matter. The whole thing from the start has been unbelievable. This is a brief chronology of the events that took place in the course of 24 days.

    First plumber came to assess the problem. Some parts were needed and said that he would order then and someone else would come to do the job. As we did not have a stop valve, he cut off the water supply to the cistern. This is the only toilet in a household of 5 people. We had to use buckets of water. After 4 days, and still no news, I made several calls to find out that no report had been issued and therefore no parts had been ordered. Was told that a different plumber would be sent. The second plumber (the main subject of this complaint, but not the only one) arrived and came up with a different view. Said that it would be best to have a new cistern altogether. He sent the report and placed the order while in attendance. 1 hour into his departure, I received a call from the company stating that my claim was not covered because "the cistern was broken or cracked". This is obvioulsly what the second plumber had alledged. More telephone calls to various sections of the company enabled me to convince them that all that was needed were some parts and no more. Nonetheless, the manager of the technical support team decided to go along with the recommendations of the second plumber. I was advised that the item would have to be ordered and that it would take a while.

    A week later, and this is now almost two weeks into our claim and us having to use buckets in the toilet, I was notified by the company that the second plumber, lets call him XX, would come some days later to complete the job. Again, more calls and more distressing conversations with staff that could only be described as robots. They kept telling me that they could not give me an earlier appointment because they were getting many emergency calls and all thier plumbers were busy. No matter how hard I tried to explain that our claim was if anything more urgent as the days went by, but I was cosistently met with disregard and poor manners. On a couple of occasions during my dealings with Custormer Carer Team, the line went dead. I have read from other reviewers that this is actualy common practice. Common practice also appears to be that the caller does not have access to a manager. I wanted to speak to a manager within the appointmens team on several occasions and was always told that there was none on site.

    XX eventually came to the house, over two weeks since the claim was made, and informed us that there was a part missing ( flushing cone) and therefore could not install the cistern. He left the item with us. No sooner he left, I went through the box and found the flushing cone. I texted him but got no answer. I also contacted both by email and over the telephone Customer care and Technical support teams and they took no notice of what I was stating. They made us wait another whole week until the flushing cone was received from thier suppliers and XX could do the job. XX arrived with the flushing cone on the 24th day and told us, rather matter of fact, that it was too big. We showed him the actual flusing cone that was already there and he said that he had not seen it. He did not apologise. He even thought it was funny. XX installed the cistern various parts and left. We were relieved, although not for too long, thinking that finally we had a working toilet. Unfortunatelly, it all looked too good to be true. The flushing tube was leaking after a few flushes. My husband called XX on his private mobile and he came a few hours later. He tightened the plastic nut and said that the cistern and parts were cheap and that if it kept leaking, we should apply some sylicone all around it. We thought we had heard and seen it all but obviously not. That same night, we noticed that the fulshing tube was still leaking and that there was water coming from the flushing cone. The next morning, we also found that one of the copper pipes nearthe cistern was also leaking around the joints. I telophoned 24/7 Home Rescue and reported the incident. I was distressed.I just could not take any more of this. I defenitelly did not want XX back. They said that there were no plumbers available as they were all booked for the day. I begged for a plumber to be dispatched urgently and was advised that I would hear from the appointments team later on in the day.

    To this date, no one has been in contact. 24/7 Home Rescue washed their hands off us. We had to get the job done properly privately. I made a complaint to the Complaints Team. I raised various issues: appalling custormer care and labour, appalling treatment, distress caused to me and my family, lack of regard for the situation caused by then, amount of time taken off work to be at home on 4 separate occasions, expenditure incurred from us, etc, etc. We eventually had a short, abrupt reply, implying that we shoud consider ourselves lucky for getting a new cistern and offering the return of the £75 excess. I immediately replied clarying that we did not need a new cistern but a bottom inlet valve and that we were not responsible for thier own choice of action. I asked for the matter to be referred to their internal Mediation Team, which according to their Terms and Conditions is an extra layer to safeguard service users. I wanted my complaint to be properly investigated and addressed fully. I received an email from the Complaints team expressing that they have done a thorough investigation and replied to all of my points. But they have not.

    24/7 Home Rescue have behaved incompetently and with total disregard for what meant to be the most basic repairs. Even the Complaints Team is abrupt and dishonest. 24/7 Home Rescue appears to be very good at persuading new customers to join them. They make all sorts of claims that they provide a good, efficient and competent service,but this is far from our experience. As I said before, I have now read ample reviews that go to show that my case is not an isolated one. It is common practice for them to take the money, send out unprofessional labour and, if they can get away with it, ask for more money.

    By: Isabel Gray02-10-2018
    James 24/7 Home Rescue30-10-2018

    Dear Isabel, We're sorry to hear how you feel regarding your negative experience with 24/7 Home Rescue, we would like to reassure you that your review has been read through thoroughly. Unfortunately, we would be unable to investigate this for you as the policy reference is not present in your initial review. We would like to invite you to contact us via email at socialmedia@247homerescue.co.uk with all the relevant details including your policy reference and the reference (JG) in the subject box. Once the email has been received, I am more than happy to personally investigate this complaint for you. James 24/7 Home Rescue Social Media Advisor

    Lidan07-12-2018

    Lidan07-12-2018

    Wish I had read these reviews before contact 247 Home Destroyer!

    Samantha Milgate20-12-2018

    Wish I had read these what a con artist company!

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    Cannot believe 24/7 is a legitimate company


    Cannot believe 24/7 is a legitimate company! after almost 2 years paying for boiler cover w had an issue where our hot water would start hot for a few seconds then would run tepit (not warm enough to have a bath or shower).
    when calling 24/7 home rescue to report the issue i was told that they would not come out as it is an INTERMITTENT fault ant this is not covered as they are to difficult for them to fix.
    After further discussions they agreed to send a engineer out as a "Good Will Gesture". The engineer attended a few days later and identified a faulty part and we were told that they would have to order the part and return to fit it.
    A few days later i revived a call from 24/7 home rescue to tell me that because it is an Intermittent fault i will have to pay for the part and the call out even though my contracts that these are covered.
    Currently we are waiting for a call back from them to try and explain why they will not honor our contract agreement leaving us in a house with no hot water.

    This is a company that is hiding behind vague wording to avoid helping in any way.

    If you're looking for boiler cover avoid these guys like the plague.

    By: Toby Larkin25-09-2018
    24/7 Home Rescue25-09-2018

    Dear, Toby. Your comments are important to us as we do endeavour for our customers to have a stress-free experience, especially when experiencing an emergency. At the moment, we are unable to provide a response for your particular case using the details provided. If you do wish to discuss this matter further, we would invite you to contact our team directly by email at socialmedia@247homerescue.co.uk with the relevant details (including your policy reference). Regards, Lauren 24/7 Home Rescue.

    Lucy b13-11-2018

    We have had very similar and I'm shocked at how many people this happening too yet they are still trading need shutting down. Sadly we were charged for a call out despite them knowing it was intermittent and that they we were not covered thankfully we paid credit card so have them able to start the process in supporting us with the fight against them - as that's how it seems to going a fight the staff are disgustingly rude never heard anything like it then to be told when I wanted to cancel that I would be charged £144 which is more than I would pay for the year for the non existent cover.....complete scammers

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    Avoid this company

    My mum an OAP who is supposed to be a priority has been without hot water for 3 weeks. Has had a few engineers out and diagnosed a problem and payed £108 for a part which now turns out isn’t the problem. Also after checking the paperwork it states that the particular part is cover for and are now trying to get refunded, which is hard as it’s nearly impossible to speak to anyone and if you need to make a complaint you have to do it by email.
    Also after the recent engineer came out was left with a leak. Called 247 who arranged to send someone out to sort it. Waited all day but didn’t turn up.
    Still have the issue of no hot water.
    You get no clear answers which is so frustrating.
    Waste of time and would urge people not to bother with 247 Rescue.
    My star rating doesn’t reflect how I feel as I can’t click on any less than two stars. Would struggle to give this company just one star !

    By: Anita Dallimore17-09-2018
    24/7 Home Rescue24-09-2018

    Dear, Anita. Your comments regarding the service your mother has received by 24/7 Home Rescue is very important to us as we do endeavour for our customers to have a stress-free experience especially when experiencing an emergency. At the moment, we are unable to provide a response for your mother’s particular case using the details provided. If she does wish to discuss this matter further, she can contact our team directly by email at socialmedia@247homerescue.co.uk with the relevant details (including policy reference). Regards, Lauren 24/7 Home Rescue.

    Lidan07-12-2018

    Same horrible experience. If there were black stars, I would give them millions!

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    4

    Urgent warning, risk to life

    This company is now under investigation by the gas regulator for compliance issues. I recently referred the company and its engineer Thomas, based in the Northeast, for issuing a CP12 (Landlords gas safety check) when none of the legally required checks were carried out. This company and its engineers are putting people lives at risk, they are caring out unnecessarily and unsafe work.
    If you have had any work carried out by this company and are concerned, then you should contact the regulator, who will be able to help. www.gassaferegister.co.uk
    I have been promised 4 management callbacks and no one has spoken to me to date, they refuse to give their public liability insurance details (if they have any).
    I have now canceled the policy and used the direct debit clawback scheme to recover all the money taken by this rotten company. The company is also breaking the direct debit rules and taking a random amount of money from their bank account.
    They are paying people for 5-star reviews.
    They are not regulated, this is not emergency cover, and it is on a one-month rolling contract.
    247HOME RESCUE is a trading style of 247 Home Assist Ltd.
    The engineers are contractors to another company called 360 home response.
    DO NOT USED THIS COMPANY. Directors: GOHRI, Ranjen and KHONAT, Hassan

    By: Gray12-09-2018
    24/7 Home Rescue24-09-2018

    Dear, Gray. As a service provider, 24/7 Home Rescue operates as a non-insurance registered entity. We are not registered with the Financial Conduct Authority as our service plan is outside of this body’s remit. Our customers are not incentivised to provide positive feedback over the Trustpilot site as this would be in breach of the site’s guidelines that we ensure are met with all feedback received from our customers. However, we can assure you that any suggestion of improper conduct or unprofessionalism of any engineer employed/sub-contracted is taken very seriously. At the moment, we are unable to provide a response for your particular case using the details provided. If you do wish to discuss this matter further, please feel free to contact our team directly by email at socialmedia@247homerescue.co.uk with the relevant details including your policy reference. Regards, Lauren 24/7 Home Rescue.

    Lucy 13-11-2018

    24/7 I can confirm you offer your customers money off their bill if they leave you positive reviews,. This happens when people first set up an account - I now understand why it is at the start as if you waited any longer there would be no positive feedback to give. The initial joining is the positive thing. So if this is in breach of site guideline's the site needs to look into this

    Lidan07-12-2018

    "Risk to life" the title exactly describe the services by 247 home rescue (destroyer). Today is the 7th Dec, my perfectly working boiler has been switched off by their engineer since the 27th Nov. I have just been informed that they have cancelled my membership and would not attend further service. I have been paying them for a few months and have been left with no heating, no hot water for 11 days, now they are gone! If I was in my 70s, 80s, I could have been frozen to death. Killer company !

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    Terrible service and lack of clarity on Platinum Landlord cover

    I posted the below review on Trust Pilot and within 1 hour it was flagged as inappropriate and under investigation by Trust Pilot. Trust me, I'm not the only review which has been flagged. Their website screams great reviews, so I'm guessing they filter out the bad ones.

    My original review:

    I've used British Gas for as long as I can remember and thought I would give 24/7 Home Rescue a try. The sign up process was pretty straight forward, having read through all the information on the sign up page I decided to go for the Landlord Premium cover (with no excess) which includes parts and labour, a yearly service, Gas CP12 certificate and more. this was in November 2017.

    The problems started when I booked my first ever yearly service which includes the CP12 certificate. I called on the 24th July 2018 to book the appointment and booked it for Wednesday, 22nd of August 2018 - almost a month later.

    Fast forward to Tuesday, 21st August 2018, (the day before my appointment) and I receive a text saying the engineer will be at your property on the 22nd Aug between 8am and 5:30pm. Then I get another text say; "WE'RE SORRY! Your boiler service 22/08 has been cancelled due to unforeseen circumstances. Please reschedule the appointment as per the link sent". I call up, quite annoyed, and get passed around 3 times until someone speaks to me to tell me someone will call me back within 48 hours! Sure, enough someone calls back and tries to rebook my appointment a month later, around the 20th September! I tell them this is unacceptable and finally manage to get it a week later. Unfortunately, I ended up having to cancel that appointment. So I rebook and got it booked in for Tuesday, 6th September.

    The day comes, the engineer turns up for the annual service and starts to inspect the boiler. I then find out there are some issues with the flue clamp and an insulation panel. The boiler can't be used, and it needs to be capped off from the meter until the parts are replaced. Ok, fair enough, thats why I took out the Platinum Landlord cover in the first place, "to cover" problems like this. The engineer writes up his notes and informs me that someone will call me within 48 hours to book a time to fix the parts.

    An hour later, I receive a call from 24/7 Home Rescue and the lady on the phone informs me that as this was a "boiler service", I would have to pay £160 to fix the two problems with the boiler. Wait a minute, isn't this why I took out the landlord cover with NO EXCESS in the first place? The lady tells me, parts and labour are NOT covered if the engineer finds a problem with the boiler DURING THE SERVICE and this is in my Terms and Conditions. Surely, this should be stated on the SIGN UP page of the website before the customer purchases the cover?

    The whole point of a service is to make sure the boiler is working correctly and replace anything if required. When I was with British Gas, during a service they would replace the parts without batting an eyelid. Furthermore, I contacted British Gas today to ask if they still repair the boiler if they find issues during a service and have a confirmation that they do.

    The difference is, ladies and gentlemen, you get what you pay for and 24/7 Home Rescue are utter trash! I will be switching back to British Gas Landlord HomeCare Two cover soon and look forward to a decent and reliable service.

    I strongly discourage people from even giving this company a try, it may seem cheaper, but believe me, you will be more out of pocket in the long run.

    By: Mr Gambrill10-09-2018
    24/7 Home Rescue24-09-2018

    Dear, Mr Gambrill. If, during a service, an engineer finds faults with a boiler which cannot be repaired under an agreement, an advisory note is provided detailing any remedial work that should be undertaken. The terms for service agreements do advise that remedial work following a service is not covered, that customers are fully responsible for any costs in terms of labour/parts and that we will not indemnify/guarantee any remedial work arranged between the customer and engineer direct. Any service agreement terms are provided on the 24/7 Home Rescue website beside product details and customers are invited to agree to these terms when setting up the policy. However, using the details given, we are unable to provide a response for your particular case. If you do wish to discuss this matter further, please feel free to contact our team directly by email at socialmedia@247homerescue.co.uk with the relevant details including your policy reference. Regards, Lauren 24/7 Home Rescue.

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    Avoid, appears to be a scam

    My boiler service contract included an annual service. Service booked twice, and on both occasions 24 hours beforehand I was telephoned to say the engineer was sick. In the week prior to the appointments on both occasions I was telephoned with a list of additional equipment I could purchase and have installed 'to make my boiler safer' at the time of a service. I declined, and curiously the appointments were subsequently cancelled! This has all the hallmarks of a 'hard sell' scam. Avoid at all costs. The boiler was never serviced. I have terminated all dealings with 24/7.

    By: Keith W Muras05-09-2018
    24/7 Home Rescue24-09-2018

    Dear, Keith. In the majority of claims, we meet the needs of our customer and attend at the time and date scheduled. However, there are occasions that we are unable to attend for reasons beyond our control and we endeavour to provide as much notice as possible. On occasion, it may be that notice is provided on the day and we are acutely aware of the distress and inconvenience caused in rescheduling appointments. We can assure you that we undertake to do this only when absolutely necessary in order to keep any disruption to the minimum. At the moment, we are unable to provide a response for your particular case using the details provided. If you do wish to discuss this matter further, please feel free to contact our team directly by email at socialmedia@247homerescue.co.uk with the relevant details including your policy reference. Regards, Lauren 24/7 Home Rescue.

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    2

    Awful

    We had a short power cut approx 2 minutes...then the boiler was making strange noises and stopped working....as the immersion was working and we were both busy we decided to wait a few days before calling out 24|7....when the engineer turned up he looked at boiler and then said that the power cut had frazzled by the power cut and would need a new one.We waited a week for a call from them and they told us it was beyond economical repair as the part would be in excess of £550!!!!!! So we decided to wait still using the immersion for water....they kept on phoning us asking when we wanted the new boiler fitted £2,500!!!!!! Then all of a sudden the boiler came back to life!!!!!!! We contacted an independent boiler engineer and he told us the boiler is one of the best he has seen and the new circuit board would cost no more than £200 if it was that.....so because of the hot weather we have had instead of replacing the boiler which they said and waited we have saved £2,500 and will be contacting trading standards of why they said we needed a new boiler when ours just had a little blip

    By: Den daly04-09-2018
    24/7 Home Rescue24-09-2018

    Dear, Den. A boiler may be deemed as beyond economical repair if an assessment is undertaken and it is determined that the cost of repair is greater than 60% of the manufacturer’s current recommended retail price. Factors within this assessment can include the cost of repair, the cost of labour, the age of the boiler and its value. Customers whose claims are not progressed as a result of this are to be sent a detailed emailed setting out any relevant costings. At the moment, we are unable to provide a response for your particular case using the details provided. If you do wish to discuss this matter further, please feel free to contact our team directly by email at socialmedia@247homerescue.co.uk with the relevant details including your policy reference. Regards, Lauren 24/7 Home Rescue.

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    4

    DO NOT USE 247 HOME RESCUE

    please- DO NOT USE THIS COMPANY.-247 Home Rescue

    I have waited Months to get a service on my boiler and was told it would happen soon after a few weeks !

    I sent many emails to the so called customer service department and they kept fobbing me off !

    I have also contacted Watchdog and Rip off Britain so keep posted !

    Please read the Martin Lewis web site and see the many complaints about this useless company.

    By: gary Zumeris29-08-2018
    24/7 Home Rescue24-09-2018

    Dear, Gary. We are aware of the distress and inconvenience caused in rescheduling appointments and undertake to do this only when absolutely necessary to keep any disruption to the minimum. So that we can investigate further though, we would invite you to contact our team directly by email at socialmedia@247homerescue.co.uk with the relevant details including your policy reference. Regards, Lauren 24/7 Home Rescue.

    Kevin Morley22-10-2018

    this is the standard response from 247 home rescue. I wouldn't waste your time in writing to socialmedia@247 homerescue.co.uk as this is the response that i got; Dear Customer, We confirm receipt of your communication but do not formally acknowledge this as a complaint. As per company procedure set out on our website and Terms and Conditions all complaints must be submitted using our online process. Please refer to website to progress your matter. absolute joke of a company and i don't know how they are allowed to get away with what they are doing.

    Lidan07-12-2018

    Today is the 11th day that I have been left with no heating, no hot water by this company. On the 28th Nov, they emailed me that they ordered the part and would arrive by the 3rd Dec, I was told that the part close £125 plus VAT. nothing happened on that day. On the 4th Dec, I was told it would another 2 or 3 days. By this, I started searching online and found the part cost £2.26 with next day delivery. I was eventually allowed to order the part myself and they will come to fix it. The next day (the 7th Dec, very cold), the engineer arrived before I received the part. After having no heating, no hot water for 10 days, I was desperate to get the boiler back working on the day. I insisted the engineer stay until the part arrives. The engineer called the office telling them I hold him as hostage. The company threatened to call the police. When the engineer agreed to come back tomorrow morning, he left. I then got a call from the company informing me that they have cancelled my membership and will not attend to further service. I have been paying every month, now they ar gone. Leaving my family in the cold house for 11 days.

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    Warning do not use 24/7 Home Rescue

    WARNING!!! Do not use this DISGUSTING & DISGRACEFUL Mickey Mouse company!! Tonight I phoned the 24/7 emergency line as a water pipe burst in my bathroom gushing water everywhere, causing a flood that then came through the ceiling into my kitchen through spotlights!! I spoke to an extremely rude, unhelpful and unsympathetic man, who I believe to be working in an Indian Call Centre... who told me that my claim was DECLINED, as apparently a burst pipe with water gushing everywhere leaking through a ceiling on to electrical lighting is not classed as an emergency!!! I asked him to explain why!? I pay monthly for this service and went through the terms and conditions with a fine tooth comb to ensure I was covered if anything like this was to happen in the future!! Yet myself and my 36 week Pregnant Fiance were left with no help, advice or guidance other than to call our Home Insurance Company to see if we were covered with them!! We have gone through the the terms and conditions again since this phone call and in the conditions it CLEARLY states that internal water leakage, flooding and water damage is in fact covered by this service!! Yet tonight myself and Fiance have been left with no water, and afraid to use the electric within our property. Forcing ourselves to book into a hotel for the night until we can get the damage repaired ourselves.

    It also took us 40 Minutes for an adviser to answer the emergency line, this was during water pouring through our ceiling as you can imagine this felt like a lifetime during a REAL EMERGENCY!!!!

    I will be complaining to the company directly, issuing a separate complaint to Trading Standards and writing to any governing bodies that authorise this activity.

    Please, please do not make the same mistake we did, and do not let these cowboys take your money!!

    JUST TO CONFIRM I WOULD ACTUALLY GIVE THIS COMPANY A "0" BUT THERE WAS NO OPTION FOR THAT!!!

    By: Ben Morgan 27-08-2018
    24/7 Home Rescue24-09-2018

    Dear, Ben. First, let us express our deepest apologies. We want customers to have a stress-free experience with 24|7 Home Rescue. You deserve only the best service, especially when experiencing an emergency and your report of difficulties with us is a serious concern. Considering the raised issues, our team are eager to look into this matter further. We would invite you to contact our team directly by email at socialmedia@247homerescue.co.uk with the relevant details including your policy reference. Regards, Lauren 24/7 Home Rescue.

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    Miss

    My mum took out a plan with 24/7 home rescue. ​today their engineer came to do a so-called annual check on our boiler. Our boiler has been working perfectly fine with our hot water running absolutely great. But as soon as the engineer from 24/7 home rescue opened the boiler, wag around the wires and fiddled around the pumps, went to the basement where the gas and electricity meters are located, came out, went back to the boiler and suddenly sprang up and hurried to the garden to the direction of the big boiler pipe which exhales smoke when the central heating is in use, he rushed back in and told us that the  small pipe outside, which is linked to that which releases water to the boiler is licking. Before I could get to it, I could hear the noisy sound of water gushing out of the pipe like a fountain.  I asked the engineer what he had done, he replied angrily that it wasn't him that the flow was there before he came. but one could see clearly that the flow had just been triggered  Anyway I contacted his head office and complained to the manager about it and all the manager said was, its a fault that will cost us £120 to fix that according to their T&C their plan does not cover faults. We should have read T&C prior to taking the plan. I tried to get her to send their engineer back to touch whatever it was he has touched to which resulted to the aggressive gushing of water from the pipe so it could stop, but the manager replied aggressively and rudely that if the engineer stops the flow, we will lose our hot water. However with such aggressive and negative response, I could not risk having such a criminal in the house creating further ruin to our boiler, with them making such an illusory fantasy that we will pay them to fix it. I am now left to get another engineer to fix it. So apprrently, we have taking a plan with 24/7 home rescue to scam us. 

    By: Chi10-08-2018
    24/7 Home Rescue24-09-2018

    Dear Chi, Your report of difficulties with 24/7 Home Rescue is a serious concern. We can assure you that any suggestion of improper conduct or unprofessionalism of any engineer employed/sub-contracted by us is taken very seriously. Without your policy reference details though, we are unable to provide a comment on your particular case. We would invite you to contact our team directly by email at socialmedia@247homerescue.co.uk with the relevant details including your policy reference if you do wish to discuss this matter further. Regards, Lauren 24/7 Home Rescue

    Lidan07-12-2018

    I have the same experience. My boiler was perfectly fine until the engineer came, I have been left with no heating, no hot water for 11 days now. They just told me that they cancelled my membership and would not attend any service.

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    Dreadful service

    I phoned 24/7 on 9 separate occasions and got cut off. I had a problem with my boiler as my partner is disabled it was pretty urgent.
    I then went back to British Gas who were fantastic.
    I tried to organise a gas safety check and that basically was near on impossible to sort out.

    I think this is probably the worse company I have ever dealt with. I also have contacted Trustpilot regarding some of the there tactics to get positive reviews.

    Most worrying is that they are not regulated by the financial ombudsman so your best option is to just give the 3o days or don't even think of joining them to start with.
    I wished I had read the reviews on Moneysupermarket and other site and not Trustpilot.

    By: Mike Kent08-08-2018
    24/7 Home Rescue24-09-2018

    Dear Mike, Your comments regarding the service you have received by 24/7 Home Rescue are very important to us. We endeavour to ensure our customers have a stress-free experience and your report of difficulties in contacting us is a serious concern. However, without your policy reference details, we are unable to provide a comment on your particular case. If you do wish to discuss this matter further, we would invite you to contact our team directly by email at socialmedia@247homerescue.co.uk with the relevant details including your policy reference. We can assure you that customers of 24/7 Home Rescue are not incentivised to provide positive feedback over the Trustpilot site. This would be in breach of the site’s guidelines that we ensure are met with all feedback received from our customers. Regards, Lauren 24/7 Home Rescue

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    Warning. Unregulated.

    This company is not regulated by the FCA therefore they should not be offering any products deemed as insurance. Steer Clear at all costs.

    By: Emily West30-07-2018
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    Rip off boiler company, avoid!

    Absolutely ridiculous!
    Had annual boiler service, then they said oh there's a grommet missing on the cable so it's deemed unsafe so they had to cap off the boiler and remove the valve so I can't use it.
    Was told that someone will be round to fit a cable grommet and reconnect it the next day, fine.
    Then I get a phone call saying for the work to go ahead I need to pay £120!!!! To fit a stupid cable grommet!
    I've had this boiler since moving into this house and have had multiple boiler services done over the last 8 years and nobody has raised this issue.
    I'm now left with no heating or hot water unless I pay them £120 to reconnect it! Absolutely ridiculous daylight robbery.
    If I didn't have service plan with them I would be better off!

    To add to this, I have just logged into my account to check my cover... I am on ‘Premium’ cover at £18.70 per month with £0 excess and this is my second year with them. I have never claimed and they were the ones that serviced the boiler last year! It clearly also states that it is a rolling monthly contract so I’m not tied down and can cancel any time so why was I told when I tried to cancel that I’d still need to pay for 12 months!?
    I thought the whole idea of getting a boiler cover with unlimited call outs and £0 excess is that there should never be unexpected costs on top of this monthly premium so what exactly is the point of me having this cover!?

    By: Steven Ho27-07-2018
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    Would buy here again
    NO
    2

    Terrible Servie, Worse Support

    Turned up to fix leak. Said he couldn't. Got local plumber to do job an extra cost. Service centre worse than useless; argumentative staff, incorrect DDs, emails not answered. Contract terminated.

    By: martin v11-07-2018
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    2

    AVOID AT ALL COSTS!

    Cheaper than more established competitors for a reason! Chargede me an excess of £75 even when my policy stated that I had no excess to pay for a callout. Wouldn't reply to 4 emails over 4 months, and call handlers were unbelievably rude! Deeply regret not sticking to Homeserve/British Gas for this service.

    By: Dr Wisam Hassoon30-06-2018
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    2

    Awful

    Please do not waste your money. Where do I start? Contacted them as our Glow Worm boiler stopped working completely. The engineer came out eventually (after trying to diagnose over the phone lol) said he knew what the problem was but didn’t even take the cover off l! This is when we found out that 247 are happy to take your premiums but if your boiler is over say 5 years old then the cost of repair surprise surprise will be more than the value of the boiler - a calculation we were previously unaware of - so they would not cover the cost of repair Though to be fair it is in the t&c’s though lost amongst the lengthy exclusions and the cost of repair is very much subjective and in their favour! To sort out they said they would arrange a visit from the manufacturer’s engineer “at a reduced rate” of £240 this is a downright lie as £240 is the standard call out charge of Glow Worm as per their website. The guy came out but immediately condemned the boiler as it had both a gas and slight Carbon Monoxide leak. He was amazed that the 24-7 engineer hadn’t discovered these in fact he said if he had done the initial inspection and a boss inspected his work after he would expect to be severely reprimanded even sacked !for missing these leaks!! To cut a long story short the boiler was eventually fixed no thanks to this shambles of a company. To top it all off after condemning the boiler and deeming it uninsurable they wanted us to pay a penalty because we cancelled the policy!!! Would never recommend to anyone

    By: Paul Fox28-06-2018
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    2

    STAY CLEAR

    Total rip off. Most dishonest insurance company I ve known. I have had to cancel my direct debit three times but somehow they are still able to access to my bank account!!!!

    By: Angelo01-06-2018
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    2

    Awful company STEER CLEAR, AVOID

    I concur with all the poor reviews, I am a victim of the profiteering from this company, they con you for your money and you get nothing in return. Please avoid at all cost!

    By: Mr. Matthews29-05-2018
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    2

    excellent

    just bought a nest for £249 installed cannot argue - great service also

    By: johnny longson24-05-2018
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    Would buy here again
    YES
    10

    Scam - Stay away

    Everything about this company's terms and conditions is designed to take your money, trap you into a contract and do absolutely nothing to help you. All positive reviews are achieved through bribery. Stay away!

    By: James Warne18-05-2018
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    YES
    2

    rip off

    DO....not touch this company with a barge pole they need to be taken to court,,,dont be suprised to see them on watchdog v soon !!! i was left with a boiler stripped down no water heating etc. Get british gas in i did sorted for a fraction of the cost, say no more.

    By: peter linguard18-05-2018
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    heartless scammers

    this company is a flagrant scam, cover worth less than the paper it's printed on. Unregulated.

    By: Jay12-04-2018
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    2

    Exceptional

    Great value for money!
    Would recommend to all

    By: Jack Smith12-04-2018
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    10

    Good Service

    The service was really good. Engineer was polite and came out quite fast.

    By: John Dootson11-04-2018
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    Would buy here again
    YES
    10

    STAY AWAY!

    24/7 Home Rescue is a scam company, stay away. I am very lucky, my credit card company retrieved my money from 24/7 Home Rescue.

    Once your boiler breaks down 24/7 Home Rescue will charge you £75 for a visit, even if you have zero excess, then you will get a generic email from 24/7 Home Rescue saying the cost of repairs to your boiler is 60% of the cost of your boiler and to fix it it will be out of your contract. meaning you will pay to have your boiler fixed. Even if your boiler is a few years old & the cost of fixing it is around £70 to £100. That's the scam.

    Trustpilot is publishing fake reviews for 24/7 Home Rescue, for a sum of course, and they are hiding the negative reviews. Don't believe me? check Trustpilot for yourself. For every detailed negative review there are six or seven 5* reviews saying "great service" or "very happy". You don't have to be a smart to figure it out.

    By: MaccyBear10-04-2018
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    2

    Terrible Terrible service

    Avoid at all costs.
    Customer service is terrible. Didn't listen to anything, Cancelled engineer on day of service even though I had to keep rechecking to make sure he would call. I went ballistic as took day off work for them as a Landlord I had to go to the properties after my meltdown they then rang within 1/2 hour to then get the engineer to call. They rang to say no one at property so engineer left. No engineer was there. They took my number down wrongly even though I went through it several times. I asked for engineer's number, but they wouldn't give it. I can go on telling you of what I've been through with them. They just mess you about. No one knows what each other is doing. They charge you call out fees of £75 even though you've paid the excess in the policy! Absolute disgrace.

    By: Laura09-04-2018
    Lidan 07-12-2018

    For this kind of service, you gave them 5 stars?

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    10

    Worst service ever

    Absolutely appalling service from 24/7 home rescue.
    The worst customer service, rude, ignorant employee's, promise to call back and do not call back.
    Still have not fixed my home emergency 6 days later, yet taken £75 from me.

    They are not a 24 hour homecare rescue provider, your better off phoning your local plumber etc

    Please be warned they are a scam.

    By: Jacqueline Wisely15-01-2018
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    Would buy here again
    NO
    2

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