Homerescue Reviews 121

Disgusting company which charges you even if you cancel within cooling off period. Stay aware from these crooks.

I purchased their comprehensive service in March 2018 for my 85-year-old mother who has advanced Alzheimer’s. I contacted the company on the 8th October to arrange a boiler service ahead of the cold weather. I was told they could not arrange one before the first week of December and I would be called by the engineer to book an appointment; nothing happened. The operator suggested I pay them another £140 and they would send someone out within three hours (because the boiler required as service – which I was trying to book!), ridiculous idea when I had paid for comprehensive cover.
Consequently, I called on the 4th December, was informed it had been passed to an engineer, I did not receive a call – again.
Called 17th December, told nothing had been arranged. I was offered £55 in lieu of a service - but would still have to sort out my own service. Told a Mr Brown (who deals with engineers) would call me on the 18th December to set up an appointment; one week later and nothing has happened.
I dread to think of what could have happened if it had been an emergency callout.
I will now contact the Ombudsman and the Trading Standards Office.
Dreadful company DO NOT waste your valuable time or money on Home Rescue Co. or Dynamo Cover Limited!

Appalling service. Don't expect anyone to sort anything for you. Don't expect anyone to fix anything for you. Just expect to be fleeced and lied to. Quite honestly the worst company I have ever dealt with.

I found this outfit on a well known and reputable compare site which surprises me as theyunfortunate are obviously one big scam outfit and are getting away with pretty much "theft"...taking money for no apparent reason other than they can!??!
Our example was a call-out based on a leak from the plumbing system which was dripping on the carpet, as we had full heating,boiler and plumbing care we unfortunately assumed we would be entitled to a response, only to be told in the small print any cases reported MUST be an emergency where lives are threatened and/or the house is deemed uninhabitable..?
We also had boiler service included which is now overdue by 4 months and they have suggested we book in January 2019 due to busy schedules...basically they are taking money and not offering any service or response, my main issue is with the compare site who have allowed this bunch of clowns to be part of their allocated members..I will now go after them for some compensation...not happy!

Avoid this company at all costs!! One star is too much - they should have no stars at all.

It has taken 3 months to arrange a simple boiler service and it is still not booked in. I have phoned 13 times so far - the people answering the phones don't seem to care at all - in fact on 6 occasions, the person (different each time) have said they "don't know WHATS going on" in relation to company procedure, and sounded rather exasperated themselves. Each time I was told someone will call me back - never happens. I phoned again last week to be told a date HAS been set for my boiler service, and I was given the date - hooray! I expressed dismay that if I hadn't phoned, I would never know this information. Anyway, I was just happy I had a date booked in. I cleared my diary and mid morning on the day, I phoned to check they were stil coming - only to be told that it is not the case and they dont know who told me that date! This experience has been completely unacceptable and I have never known a company with such poor customer service and poor workflow systems and procedures behind it. Having managed customer facing departments in the past, it is clear from a customer perspective that there are serious standard operating procedure (SOP) failures at every stage in the process.

Policy paperwork says you can raise a complaint by phone, but was told on the phone that you cannot.

I spoke to supervisor Shannon who refused to give her surname (always a bad sign), and (begrudgingly) said she has logged a complaint for me, but I have absolutely no confidence anything will be done about it. They don't have call reference numbers for each customer phone call, and she said just quote your policy number when you phone in, and all the notes are logged there. But in the next breath she said she cannot see that I phoned 12 times previously as there are no notes on the account!! They don't email or text an acknowledgement to the complaint and I'm pretty sure they have no documented complaints policy. If they do, it is not transparent or published on their website.

I will be reporting them to the Ombudsman, and if like me, you are unlucky enough to be a customer, I strongly suggest you do the same - only together we can make ourselves heard by the Ombudsman - the company doesn't appear to care....

If by some unlikely chance, the company does read this review, I would welcome a response in writing (letter or email) about this case and your customer service and complaints processes in general.

Like everyone else states on here. Stay well clear from these small time crooks. I purchased an Insurnace product for my phone. Contacted them to cancel it within the cooling period as per their terms and conditions. Spencer and his manager Christopher brown than started creating their own terms and conditions. I was accused of fraud in an email response, after asking to find out who sent the email they stated they don’t know. I will be forwarding on my complaint to the ombudsman. STAY WELL CLEAR FROM THESE SCAMMERS.

Do not go there ,you have been warned
Worst company ever
Engineer out twice and problem not found
Called intermittent fault
After paying £70 call out fee.refused to cancel my contract with them and where polite and ignorant
Never again now have a good company who found fault immediately and charged me a hundred pounds less than they wanted to . garbage service stay away .when contract ends will be making a claim if there's any nonsense

Cowboy firm - avoid at all costs. My experience mirrors that of many other people here: failure to carry out boiler service, arrogant customer service, refusal to refund policy premium per its terms and conditions. Reported to ombudsman.

Worst customer service I have ever experienced on a phone call. And I deal with all sorts of people and organisations on the telephone on a daily basis.

Spencer sounded half asleep when he picked up the phone, there was no greeting and he decided what cover I would need without taking any details about the product I wanted insure.

Following this the conversation went quickly downhill when I asked any questions he sounded purposefully uninterested and left extremely long pauses to reply to anything I said. After two questions he sounded really bothered that I had rang in the first place and told me I could look it all up online which was obviously not the reason I had rang.

A person who is clearly not made for the job of speaking to the general public on the phone, especially potential customers

It turns out, after finding him so intolerable and ringing back to speak to a lovely lady, she advised that my MacBook was not able to be covered at all under the companies policy documents. Would hate to think how this company would deal with an actual claim!

I would also like to add NO STARS ... I payed top price for complete peace of mind for my 5 year old worcester bosh when last bank holiday monday I decided to give it a blast for half an hour only to find I could not get the heating to kick in. I phoned the company and they sent an engineer and he explained the thermostat was falty and he would have a replacement by the following day! two days later I had a phone call from the company to tell me (I WAS OT INSURED) because EXCLUSION 9 quotes (IF THE HEATING CAN BE OPERATED MANUALLY FROM THE BOILER THEN THAT IS ALL THAT NEEDS BE DONE!!!!).... nOTHING BUT A RIP OFF!!!!!!!!!!!!!!!!!!

If I could put zero stars I would. My 84 year old mom called them in June to arrange a boiler service, this has never happened despite her making several phone calls and being promised call backs which never materialised, finally she was promised someone would visit her last Friday, she cancelled a very important hospital appt to accommodate this visit, well no one turned up. She made calls again and once again was promised a call back. Once again this didn’t happen and today I phoned on behalf of her because she is beyond distressed now - I spoke to a very uncaring member of staff, I asked the complaints procedure (I work in insurance and know very well the procedures to follow) and was told we would have to make a complaint in writing which is totally unacceptable and incorrect (and the policy documents state in the event of a complaint there is an address to write to OR a phone number) I explained that my mom is a vulnerable customer (quite a big thing in the insurance world) but the chap seemed to have no interest because I was quoting insurance rules to him - he was so unhelpful and said I couldn’t speak to anyone about a complaint so I told him I will contact the financial ombudsman (and have submitted the file to them) and he just said “if that what you want to do, then do it” he had no interest in helping an 84 year old lady who has been without hot water for several weeks now. We will take this as high as we can until my mother is compensated and rest assured she will NOT be renewing the policy. Customer service was appalling - one of their “boasts” states the following .....”We will try to ensure that any property with residents that are over 60 years old or under 5 years old, or that have special medical conditions, are treated as a priority. We will aim to get an engineer out the very same day that you contact us”

Totally untrue because she is 84 and they won’t even call her let alone get an engineer out. 3 months she has been waiting!!!!!!

I cancelled the contract within a couple of hours as I had thought it included radiator cover but it didn’t.

They gave a refund minus £6.99 as stated in the terms of conditions.

HOWEVER it is my understanding having read web sites such as Citizens advice, Which etc, that under the DISTANCE SELLING REGULATIONS – which overrides any of there terms and conditions – that they should issue a FULL REFUND. In any event the contract did not start until the following day and they provided no service. You have a 14 day cooling off period which had not even started.

THEY REFUSED TO GIVE A FULL REFUND CONSTANTLY TELLING YOU THAT YOU HAD SIGNED THE TERMS AND CONDITIONS.

I am contemplating taking this much further which does not seem to bother them.

NOT TO BE TRUSTED OR USED AS OTHERS HAVE SAID.

One star is actually over generous they do not do what they say they will do, they ignore emails, do not answer the phone. I am cancelling and informing consumer watchdog programs, citizens advice and financial ombudsman.

We moved from another cover provider in April. We were then told to wait for 6 months to get the boiler serviced, rather than having it carried out at the usual time in July. Then the boiler broke and we had to call out_ inconvenient for us, a cost for them. I told the customer service they should have serviced the boiler to keep it well. But the CS agent did not want to acknowledge, but blamed me for not cancelling the policy when I was told I had to wait long to service my boiler. How could one know then their boiler would break? What is the point about taking out a cover with servicing than just a cover? You judge.

Read the reviews! This company is TERRIBLE! Had a policy with them and they failed to service my boiler in the year and then only offered me £55 in compensation. They renewed my policy without my permission and then refused to refund the money they'd taken from my account, even though the policy hadn't started!
Had to report them to the Financial Ombudsman and get my credit card company to chase the money.
Not a word of an apology from them.

Purchased Gadget Cover with HomeRescue.co for my iPhone X.

Very simple claim has been made in that said iPhone was stolen in Barcelona. I provided all documents straight away and have now been waiting for almost two months. I have lodged formal complaints and asked many procedural questions that have been completely ignored. The company claims they have a ‘seperate’ claims department that you can’t call on the phone and can only email, which is actually a completely different company. They are unable to answer any questions when you do call the general hotline and as a result I have not only incurred numerous costs but also received no useful information other than ‘it is currently with the claims department’.

I previously had Vodafone insurance and they sent a new phone out in less than two days. I would recommend spending a bit more money and avoiding this company - you get what you pay for. Im unsure how these company’s are permitted to operate in the way that they do.

Very poor service on both the home emergency call-out and annual service cover fronts.
Broker involving call-after-call and being past from pillar to post. Very frustrating outfit to deal with and for me not the kind of company to call if you do have an emergency or would like a boiler service ....that's unless you like playing telephone ping-pong all day long.

BEWARE OF HOMERESCUE.CO Also known DYNAMO COVER LIMITED)
Please do not confuse this company with 247homerescue who have a great reputation according to trustpilot and other reviews online. Please do not buy anything from this cowboy, fraudulent company. Took £68.00 renewal from my account 1 week before my old policy was due to finish???

When I rang up to cancel the renewal and ask for a refund as I had sold my house, I was told it would cost me £6.99. I agreed to this and then was told immediately that I would not get any refund at all.

I tried to tell them over the phone that they had misled me and I just wanted my refund. But I kept getting passed on from staff to staff and kept getting told read the policy wording.

If they can treat a customer like this on a renewal imagine you needed a real home emergency. Do not trust HOMERESCUE.CO Or DYNAMO COVER LIMITED which are essentially the same company.