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Ruby's complaint against Xtra Warm
Check your policy!!!
Complaint against Xtra Warm
My 92yr old mothers condenser boiler stopped working due to the outside pipe freezing. I phoned xtrawarm out of hours number at 7.50am only to be kept on hold until 9.10! Then I was told "This is the out of hours number it's now after 9 so you got to call main number!" Then when I got through I was informed that mums policy doesn't cover outside frozen pipes. Although I argued that as an elderly person she should have been advised she needed a policy that covered not only her boiler breakdown but also pipes leading from the boiler outside as she would have been totally unaware of this. Surely a condenser boiler should have that cover as it is part of the "system" on a condenser boiler. I was also advised that it doesn't cover emergency call out and that even if covered an engineer wouldn't be able to attend until Monday or Tuesday (I rang Thursday when it was -4degrees) again any boiler breakdown with the elderly should be an emergency regardless. Shocking company. Shocking service!Needless to say I'm now in process of switching mum to British Gas!
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