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Victory! Elderly couple refunded after repairman fails to show four times 

Nic McBride

Nic McBride
Apr 18, 2018

An elderly couple who were forced to wait weeks with a broken washing machine, and then refused their £120 refund, have finally got their money back after A Spokesman Said highlighted their plight. 

Leslie Miles is 93 and has dementia, while his wife Susan is in her late 70s. 

The Essex couple's washing machine broke at the start of February and they contacted appliance repair company Go Assist to help them. 


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Go Assist assessed the problem over the phone, charged Susan £120, and said an engineer would come out. 

But two weeks and four missed appointments later – the couple were no closer to getting their washing machine fixed. 

Fed up, they cancelled the repair – opting to buy a new washing machine. 

Go Assist told Susan she could get a refund - but two days later it changed its mind. 

The couple's daughter Rebecca Nicholls told A Spokesman Said that her parents were being taken advantage of because they were elderly. 

"My mum feels really ashamed, she said 'I should never have got in touch with them'. 

"They really are vulnerable - why can't Go Assist just do the right thing?" 

A Spokesman Said highlighted the issue last month and we're happy to say that Leslie and Susan have finally received their refund. 

"My mother got her credit card statement yesterday and Go Assist paid up," Rebecca told us.   

"I certainly had to fight them though and thank you for your input as that made a difference I am sure." 

A Spokesman Said was more than happy to help, Rebecca. 


A Spokesman Said offers price comparison in energy, insurance and broadband that could save you hundreds.

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What are your rights?

If you're having trouble with a repair company, remember: 

  1. The golden rule is don’t pay for a service up front unless it’s 100% clear what you’re paying for. 
  2. Always check you have understood the terms of payment - that means: what the business is promising to do and how much it will cost.Again make sure the service you’re paying for is clear and precise. 
  3. If you have already paid for a service upfront you are entitled that this will be carried out to a reasonable standard and within a reasonable timeframe.
  4. If you do cancel the contract, make sure you do it in writing and give your reasons, making sure these are clearly stated. If you have detailed notes of missed appointments,etc, so much the better. Then ask that your money is refunded. 
  5. If you have no joy, check if the business is a member of a trade association or federation and threaten to complain to them.
  6. If you still have no joy, and are convinced what you are demanding is reasonable, tell the business you’ll sue them in the small claims court unless they pay up. And do just that if they still refuse. Get more advice about the small claims court here.