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Review of Domestic and General Home Appliance and Plumbing

Submitted by Debra Bacon
Review Added: 1/9/2010 - Visitor Rating: 2.50 2.50 (2 votes)

Review Categories:
Home Insurance

Customer Review Comments:

Domestic and General offered me 'all the services' I was receiving from my British Gas Homecare policy and more for less money. This was not true as they do not cover electrical issues - British Gas do.

When I complained that I'd been misled, I received a reply that just said 'we don't offer electrical cover'. They totally ignored my point that the sales person had explicitly miss-sold the product through false representation!

The service for the plumbing is very good and efficient with in most cases a same day service. The service for appliances is a bit hit and miss with waiting time a minimum of 3 days and more usually closer to a week.

The phone handling system is slightly worse than appalling – an 0844 number which costs 25p to dial and 11p per minute from a mobile phone (these numbers are not included in contract minutes as the phone owner gets paid a percentage of the call for owning the number) and from a land line it is 15p to connect and 8p per minute although the call centre will insist that it is a ‘low call’ rate.

I had to chase up a dishwasher repair that was reported on Saturday where an incorrect technician was sent out to me I was kept waiting for over 13 minutes on hold, actual phone conversation was under 5 mins and given another 0844 number to contact the service company direct (standard procedure) where I was on hold for a further 20 minutes before getting through and being informed that I will have to wait a week for my repair when the mix up was through no fault of my own!

British Gas Homecare was less than perfect, but a world away from the incompetence and dreadful customer care from Domestic & General!

Good Points: Plumbing care
Bad Points: Point of contact for customers
Customer Service Rating: 0/5
Value for Money Rating: 2/5
Overall Rating: 1/5
Made a Claim? Yes
Recommended? No

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Appalling that they use 0844 numbers but there are alternatives on saynoto0870. I was mis-sold a policy. Had a new boiler so waited a year to get a service contract. But the boiler had to be serviced after a year under the warranty. Before taking the policy, I asked the sales person if I could have the annual service straightaway and they said yes. After taking the policy, I tried to arrange that but they said no, I had to wait a year.
Comment by peter
Date: 30/1/2011

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The comments in this review are the opinion of Debra Bacon 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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