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Natalie's complaint against RIGHTIO

Natalie Hogg


Avoid at all costs

Complaint against RIGHTIO

I have had an awful experience with Rightio. The technician was late (as per his call he was 1.5 hours late) but that is standard so wouldn’t have warranted a complaint. However their technician was appalling, inept and did not check the boiler was working prior to leaving - which it was not. I then had a helpful customer service assistant who arranged for the technician to come out to check if the boiler failure was due to his input. After taking time off work the technician never turned up and after calling and being told repeatedly he was on his way within 10-15 minutes I was eventually told on my final of many calls that he wasn’t coming (6 hours later). Customer service was appalling and there were absolutely no apologies or explanation for the non appearance. The appointment was rebooked for the next day. I received a call mid morning (2 hours into his appointment allocation) to say that the technician felt the issue couldn’t be down to him and he would charge a call out fee. I queried this with customer services and the service was again appalling to the point that when I complained they hung up the phone on me. I was in no way rude and found this completely unacceptable. I’ve never experienced poor customer service on this extent prior. Eventually a different technician attended and fixed the boiler at no charge. I cannot strongly enough discourage anyone from using this company. A bad technician is one issue but the unprofessional customer service is a stronger reason for giving this company a wide berth.

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