"Brilliant service all round"

Brilliant service all round

"Excellent prompt service"

Excellent prompt service

"Very friendly and informative"

Very friendly and informative

"Very helpful in booking my first Boiler…"

Very helpful in booking my first Boiler service.

"Anyone but this company"

I bought the home breakdown policy through Utility Warehouse, who don’t have any interest once you have signed up, simply passing complaints to Preferred Management who are simply the worst company to deal with. The problems started in October 2023 when a hot water pump broke. While they sent several plumbers round to look at it, PM didn’t actually provide anyone to mend it. They then claimed the pump wasn’t covered by the policy which resulted in a further delay until they agreed it was covered. They then asked me to find a plumber and they would reimburse me the cost. It took me several weeks to find a plumber willing to do the work. On submitting the quote to PM they then started the same argument that the pump wasn’t covered, eventually agreeing it was and I could go ahead with the work. Nearly a month ago I sent the invoice, which I had to pay £1224 up front to the plumber. PM have refused to acknowledge the invoice, have ignored numerous reminders and are now leaving me no option but to pursue this through the small claims court.
On a second issue, one of their plumbers told me that there was a problem with the electrical wiring on the heating system. We accepted this wouldn’t be covered by the policy, got an electrician in who said the problem was a broken thermostat which should have been covered. PM agrees it was covered but then refused to reimburse the money to us on the basis the invoice wasn’t on headed notepaper, even though the invoice had all the details required to check it was genuine. They told me this on Christmas Day and when I replied said they couldn’t respond due to the bank holiday. It took 2 months to get our money back. So honestly, you couldn’t recommend this bunch to anyone and one wonders why Utility Warehouse continues its relationship with them.
20 April update:
So I messaged ‘Cat’ to the email she asked, which was the same one I had been emailing and had been ignored every time, and low and behold I got an immediate response saying they would follow it up with their accounts department on Monday. But another week on, no update and more importantly no money. It makes me think ‘Cat’ was just responding for the benefit of Trustpilot.

"Quick and helpful."

Quick and helpful.

"Jess was really helpful thank you"

Jess was really helpful thank you

"Engineer excellent"

Engineer excellent, BUT, waited all day Saturday for them to turn up and most of Sunday.
Thank goodness the leak has been identified as from outside and it stopped raining, otherwise the total cost of repair would have been exponentially greater!

"Was extremely helpful and pleasant"

Was extremely helpful and pleasant

"Very easy to communicate with the…"

Very easy to communicate with the advisor. Very polite and understanding.