All reviews of Zoe Scanlon
Review about: 247 Home Rescue
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!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.
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