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Marie's complaint against 247 Home Rescue
[RESOLVED] - did not supply correct information at commencement of cover
Complaint against 247 Home Rescue
Paid 1 year insurance payment on 6th Jan 2016 had a fault with washing machine on 13th Jan 2016 I informed them by phone and they said call back at end of 28 day cooling off period which would be 6th Feb 2016. I called them back on 6th Feb and they gave me a job number and said they would contact technician. Phoned 24/7 again on Monday 3pm and said they had requested a technician contact me. Heard nothing so Tuesday 3pm again contacted 24/7 told them still not heard anything. Have now been waiting in for a phone call for 3 working days. Called 24/7 again on Wed 10th Feb still nothing but they gave me technician's number and I made a total of 3 calls and he eventually called me on Thursday morning around 9am Feb 11th around 9am and said he did not do work for 24/7 , had heard of them but would come anyway and he would send them any invoice for callout and parts replaced. Meantime I contacted 24/7 again and they advised that this technician WAS on their books. That same evening I had a call from a woman who I think was a supervisor and she informed me that my claim was NULL AND VOID as I had advised 24/7 of the claim during the cooling off period (6th Jan - 6th Feb) although as mentioned above I was told to call back on 6th Feb and lodge the breakdown again and was given a JOB NUMBER. The supervisor also advised me that I would not be able to claim for this repair and I HAD TO PAY FOR IT TO BE REPAIRED MY SELF as it happened outside of the cooling off period (mentioned above) If this was so why was I issued with a job number in the 6th Feb and every time I phoned after that until the 12th Feb all was going well. It would appear that something is drastically wrong with their training of customer service staff and/or they are not setting out this particular way of doing things in their T & C. Something needs to be done immediately. I would mention that I sent an email on their website on the Thursday setting out everything similar to that I have stated above and requesting that they cancel my policy there and then less their expenses although they have done nothing except call me on one occasion. I would also mention that I paid the full years premium of £84 in card on Jan 6th. As of Sat 13th Feb have not had any form of acknowledgement.
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24|7 Home Rescue | | VERIFIED
Marie Morton | | VERIFIED
Marie Morton | | VERIFIED