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Review of British Gas Homecare Insurance

Submitted by Trevor Kennedy
Review Added: 8/3/2007 - Visitor Rating: 3.29 3.29 (14 votes)


Review Categories:
Home Insurance

Customer Review Comments:

I have been with British Gas Home Care for three years, never missed a payment to them. I called them a few weeks back saying my boiler, which is covered by my home care contract, was having problems.

Despite making a morning appointment the engineer finally turned up at 6:30pm. I had to take a day off work for this. He came and spent less than five minutes looking at the boiler and said all that was needed was to turn up the gas pressure, which he did. The problems continued until it completely failed two weeks later.

I called home care at 7am on a Thursday; they said they could not get anyone around until Friday, despite me pointing out that I have no heating or hot water. I took the day off work and booked the engineer for a morning call. The engineer turned up late on Friday and could not fix the problem and said I would have to go over the weekend with no heating or hot water.

I took the day off work and booked the engineer for a morning call the next day. An engineer turned up late on Monday and could not fix the problem and said he would come back with another part on Tuesday. The family and I would have to go another day with no heating or hot water.

I took the day off work and booked the engineer for a morning call the next day. An engineer turned up late on Tuesday and again couldn't fix the problem. Said they needed to order a new part. The family and I would have to go yet another day with no heating or hot water.

I took the day of work and booked the engineer for a morning call the next day. The engineer hadn't turned up by lunch time so I called and asked where he was and was told he was running late and would be there later. I had no reason to believe otherwise as they are always late. He didn't turn up, at all. The family and I would have to go another day with no heating or hot water.

I took the day of work and booked the engineer for a morning call the next day. An engineer turned up on time on Thursday, with a second engineer, they couldn't fix the problem. They said they would have to get the manufacturer out to fix it. They said they will call me back later in the day, they didn't. I called the help desk and was told sorry, we can't help we have asked the manufacture to call you. I asked when they would call, they said we don't know, maybe Friday, maybe Monday, maybe Tuesday. The family and I would have to go another day (??), week(??) or month(??) with no heating or hot water.

Five days of work and counting, over £700 of payments to British Gas and now at least ten days and counting with no hot water or heating.

Make up your own mind about whether you want to deal with this company.


Good Points: None
Bad Points: Will not deliver the service
Customer Service Rating: 0/5
Value for Money Rating: 0/5
Overall Rating: 0/5
Made a Claim? Yes
Recommended? No

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This is so similar to my own dealings with British Gas - I looked on this while watching Dominic Littlewood on BBC1 dealing with yet another case! This seems to be normal practice for British Gas, promising good service while using engineers who literally cannot do their job! The advice I was given was to contact the manufacturer directly, you don't need this sort of service it is not peace of mind - if anything goes wrong it is a disaster in the making.
Comment by Susie
Date: 20/5/2011


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The comments in this review are the opinion of Trevor Kennedy and do not represent a positive or negative judgement by UK Insurance Index of the company or policy reviewed. Whilst all comments are checked for compliance with our submission rules and guidelines we are unable to confirm any of the customer experiences documented. Please bear in mind that any negative reviews may be outnumbered by many more satisfied customers.
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