247 Home Rescue Reviews
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Boiler water leak
Engineer called 30 minutes before arrival. Arrived on time, he was really polite and professional in his work. What more do you need, perfect job done.
Boiler Cover
All trustpilot reviews are fake
Boiler Installation
These guys are a massive support. We found our boiler is badly broken and BER. They helped us installing a new boiler on fantastic cost. Guy who installed it was very professional. He left the place up and running, neat and tidy! Thumbs up to whole team
New Breakdown Cover
Very pleasant and professional staff. They signed me up quickly on affordable rates. Brilliant start of the cover
Landlord Cover
I recently took cover for my 3 properties, they sorted out due CP12s very quickly. Prices are good too. Can't see any issues, excellent customer services.
Boiler Breakdown and Home Emergency Cover
Appointment promptly arranged, engineer arrived on time and job done quickly. Wonderful experience from day one, really caring!
Definitely recommend
Great price and very pleasant engineer who came out to service the boiler.
New Boiler and Cover
Dreadful outfit.
We moved from British Gas, and saved £35. My wife said this was stupid, and she was right.
1st call out they told us we needed a new boiler, so we bought one off them. They installed it, but incorrectly - whilst also bashing up a nearby radiator in the process. When we complained they batted us back to the manufacturer. The manufacturer came out told us 247 had installed it incorrectly. 247 arranged to come out. And then failed to turn up. Then came out again, grumbled that the manufacturer was wrong, that they had installed it correctly, but just in a way that was not in line with the manufacturers instructions. I persuaded them to do what the manufacturer's engineer had recommended. 3 weeks later, we have intermittent hot water and 247 want to charge us £75 for a call-out.
I've now had to take 5 days off work around this new boiler that still isn't working correctly.
Plus, the £35 they offered to offset the damage done to the radiator in December has still not arrived (it's now late Feb).
I've tried to complain, but although they call centre staff are nice enough, they seem powerless to do anything. The guy I just spoke to in retention could offer no reasons why we should stay with them other than - well you've paid already haven't you?"
Nice people, fronting up dreadful management, and ineffective delivery. Cheap though.Hi Jon, Thank you for outlining the nature of your concerns. I regret to acknowledge that you may have some cause for dissatisfaction in terms of the service received thus far. However, without a valid reference number, I am unable to investigate your complaint. Please provide this information so that I may look into this matter further for you at the soonest instance. Kind regards, Alice 24|7 Home Rescue Team
Boiler and Central Heating cover
Stay away from this company!.
I took out a policy for a service contract on my boiler and central heating system. I was very pleased with the way the application was handled, but after that became very disappointed.
It seems with this organisation that you really do need the small print, unprompted they phoned me to arrange a service, which it turned out was chargeable. Still can't find where it says this on the website, or information I downloaded.
I took the opportunity to cancel the contract within the cooling down process, but they still took money out of my account. I complained and they tried to justify it and assured me that was all they would take, but took more money the next month. I complained over the phone, filled in the on line complaints form, I sent emails and have just been completely ignored.Service plan
Just had a landlord service visit on my boiler. After turning up late after chasing them, the engineer arrived with a dodgy excuse.
8 minutes later he was finished. This included a cp12 check and a top up of inhibitor for £25, there is no way this work was able to be carried out this quick.
I have bad feelings about this company...
Got another property being serviced next week... Let's see if I get another poor service visit.
Think again before signing up to them, I will be cancellingBoiler Cover
To be honest I have had no reason to review their actual service other than the first annual service after taking out the policy. This appeared to have been completed competently.
However, once I had taken out the policy I began to have doubts and looking at the detailed Ts & Cs I called them a few times to clarify certain points. The customer service team were not very conversant of their policy conditions and just tried to fob me off.
Whilst in the 14 day cooling off period I considered cancelling but as I was soon leaving the country for 6 months I didn't want to leave the family without cover whilst away.
During the past months I have had several reminders that my boiler is due its annual service.. They seem to do 3 annual services a year.
I never took them up on these services because I was convinced they would bill me.
I simply do not trust them.
Whilst checking my bank DDs recently I noticed one for this company. I did not set this up, they must have taken my details from the single payment I made at the time of purchase. I really don't remember setting this DD up.
So I cancelled this DD because I am now in month 11 of the policy and advised my bank not to allow this company to add a DD from this company again.
It does appear from the many reviews here that they have a history of taking money from customer accounts. I'm just happy that I did not have any problems during my contract which I'm convinced would have caused me problems.
I simply don't trust them.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)?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.
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 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 RescueDear 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.
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?
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
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 !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.
Same horrible experience. If there were black stars, I would give them millions!
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.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.
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
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.excellent
just bought a nest for £249 installed cannot argue - great service also
Exceptional
Great value for money!
Would recommend to all
Review with most votes
Poor company
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