Customer Review Comments:
We renewed our cover for a second year and the engineer came out to do the annual service. This was done quickly and the tightness test showed a gas leak. The engineer said he did not have the equipment to locate it and would need to return. Until that time the gas must be turned off.
Coverheat called the next day to say we would have to pay £88 for this vist which we did as there was no heating. The engineer visited the day after and identified a faulty valve in the boiler which he would need to get and return again. Coverheat could not tell us when the repair would be completed.
A week after the first engineer visited we were visited again because of contractural issues Coverheat were having with their subcontractor. The new engineer verified the earlier diagnosis. Faulty valve. Several days of phone calls to Coverheat yielded no information, messages were passed to the works department but there was no one I could escalate the longstanding nature of the call to.
16 days after our gas was turned off we received a letter to say that the fault was pre-existing in the system and therefore we must pay for the repair.
Coverheat say that their terms and conditions mean that they do not cover any faults discovered during the annual service. Think carefully about the implications of this before taking out a policy. It is to be expected for the first one but when renewing for the second year it is nonsense.
Since Coverheat were not able to give any indication of when the repair would be done we had to get the boiler fixed using a different local engineer at our own expense.
I am waiting for a response to my formal complaint to Coverheat for delays in repair, unfair terms and conditions and that they do not live up to their promise of complete peace of mind.