247 Home Rescue

2.00 stars

224 Reviews

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Gemma's complaint against 247 Home Rescue

Gemma Mascarenhas

26/03/2018

boiler beakdown

Complaint against 247 Home Rescue

I contacted 247 on Friday morning at around 10am to report a fault with the boiler. Whilst on the phone to the claims department I explained to them that I had two small children in the house including a one year old and a registered disabled person - who's condition is exacerbated by the cold so having no heating is likely to make him become extremely ill. Their initial response was to advise me that I was a high priority and someone from the bookings department would contact me to arrange a call out. When I was contacted I was told that none would come out until the following day, to which I promptly responded "I'm high priority and your supposed to be 24/7" after a lengthy discussion I was booked in for a same day call out and someone arrived by around 1.30-2pm. The engineer had a look at the boiler and diagnosed a possible fault and immediately called through to have the part needed ordered for the next day. I took it upon myself having not heard from the authorization team by 4.30pm to then call them. After waiting on the phone for approximately 15 mins to get through to some one I was advised that yes my part had been ordered and yes someone would be coming out to me on Saturday to fix the same. I then got a follow on phone call from them to book the engineer for the Saturday between 10-6 Saturday morning arrives and instead I get a phone call stating that my part is not there and there is nothing they can do. This at around 10am. I ask them to try a different supplier - their response is to advise me that the supplier that they use closes at 12 noon, yes i understand that but if they haven't got my part try somewhere else, this is after all a high priority matter if you order it from some where else in the morning it will surely be there for the afternoon before the engineers finish work at 6pm - 6PM NOT 24/7. NO this could not be done and I will have to wait until Monday. I call today at 9am and speak to someone only to be told that my part is not there I would have to wait until tomorrow - wait what. I ask to speak to the parts/authorization department to try and understand why this has happened as I was promised today, no cant speak to them, but the man in the contact centre cant give me answers either. I then go on to the web chat only to be told to speak to the claims department - i tell the webchat ma already have not helpful ask what he can do - he tells me to go to the claims department, then i receive a phone call from the booking department to book me in for Tuesday, again i am repeating myself here I needed someone out on Saturday not Tuesday, the disabled person is going to end up in hospital if this carries on etc etc, well nothing he can do the part is not there and he needs to book me for Tuesday otherwise i might not even get that. Great Now i've gone back through to the claims department and she has been juts as unhelpful - but this time im being told initially at the beginning of the call parts are delayed but then by the end i'm being told the part is there they just have not got the engineer, again - high priority. This company clearly has no idea of what is going on from one department fro the other - I need my boiler fixed Oh and if you want to speak to a manager you have to wait 24-48 hours for them to call you back - seriously.

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  • Comments (4)

S November | | VERIFIED

Instant Refund, easy and stress-free. you can recover all your payments using the Direct debt scheme go to your bank with the list of payments and ask them to return all money. They will then instantly return all your payments the reason, miss-selling, breach of contract, crooks

S November | | VERIFIED

Instant Refund, easy and stress-free. you can recover all your payments using the Direct debt scheme go to your bank with the list of payments and ask them to return all money. They will then instantly return all your payments the reason, miss-selling, breach of contract, crooks

S November | | VERIFIED

Instant Refund, easy and stress-free. you can recover all your payments using the Direct debt scheme go to your bank with the list of payments and ask them to return all money. They will then instantly return all your payments the reason, miss-selling, breach of contract, crooks

S November | | VERIFIED

Instant Refund, easy and stress-free. you can recover all your payments using the Direct debt scheme go to your bank with the list of payments and ask them to return all money. They will then instantly return all your payments the reason, miss-selling, breach of contract, crooks
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