All reviews of Neal Udeen
Review about: 247 Home Rescue
Service visits 2021
24/7 outsource customer contact and appointment setting to overseas call contact centres. It’s relatively easy to get through but then it gets complicated. Appointments are set by another team, which causes delays and in my area, they use sub contractors to carry out work. They specify an aim to attend site the same day for vulnerable customers but in practice, they tend to attend site on the third day after a claim is notified. This is incredibly frustrating if you have an ongoing water leak that cannot be isolated. The engineers are pleasant enough but they are subcontractors and have no brand loyalty or identity to 24/7. I’ve had to complain several times. Their complaints team is also overseas. They are not trained well enough to deal with customer issues and as such any response lacks understanding. It’s as if they’ve been programmed to provide set responses regardless of what you tell them. There most recent failure has resulted in water damage to my kitchen ceiling and I’m now pursuing legal restitution. I’m moving to the new British Gas offer.
Hello Neal,
We are deeply sorry for the inconvenience this has caused you. 24/7 Home Rescue prides itself in always striving for exceptional customer service, so this is a huge setback for us. Please know that we’re going to figure a way out of this.
We have forwarded your complaint to the relevant department and will do everything we can to make sure this doesn’t happen again. Thank you for taking out the time to help us improve.
Kind Regards,
24|7 Home Rescue Team.