Unacceptable experience with 24/7 Home Rescue - Complaint about 247 Home Rescue - A Spokesman Said

Unacceptable experience with 24/7 Home Rescue

Complaint about  247 Home Rescue  | AWAITING RESPONSE


247 Home Rescue

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Subhadeep Sahu

14/06/2017

Unacceptable experience with 24/7 Home Rescue

Complaint about 247 Home Rescue

I had a boiler breakdown on 16th April 2017, and raised a claim immediately. I was called the following day and asked to pay £75 before an engineer would visit to assess the problem. The £75 will be refunded if the problem found is covered. Although my plan is 0 excess, I had to reluctantly pay it. An engineer visited on 19th April and identified that the issue is with one of the boiler parts and needs replacing. I had received a call back from 24/7 Homerescue 21st April to tell me that particular part is not covered, and I need to pay another £250 to get it replaced. My cover includes Breakdown of the central heating system and Manufacturer-fitted components, but mysteriously the part that needs replacing although being an integral part of the boiler is not covered. I raised a complaint with them, and they responded back with the following - "After taking the time to look into your account and view the issues raised we can confirm the following; The engineer attended and diagnosed the fault you had been experiencing to be caused by an issue with your boiler timer. This issue and related issues are not covered as part of your membership agreement, please see page 4 in your terms and conditions booklet. "We do not cover...Thermostats, timers and associated controls deemed either external or an accessory to the primary boiler unit" We hope this clears things up for you, should you wish to have this part replaced then we will be more than happy to help at a reduced cost. I tried sending them multiple email trying to explain that the part is a programmer, and not a timer. it is neither external, nor an accessory. The boiler just won't run without it. Also, requested them to validate my statement above with the boiler manufacturer. Unfortunately they did nothing. Realising that 247 Home Rescue is not going to fix my boiler, I called in another boiler engineer. And, guess what! The boiler programmer, which 247 Home Rescue engineer diagnosed needs replacing, actually has just got switched off and had to be restarted. I was left in the cold for weeks for no reason. 247 Home Rescue is covering boilers that their engineers have no clue about!

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