"Dear Qdos"

Dear Qdos
With the intension of renewing my policy I clicked on "Renew" only to be asked for a password??? I do not remember having a password? so I decided to phone however after trying to get through to you on numerous occasions last week only to constantly hear "all our operators are busy at the moment please hold" I thought I would answer your "on line chat" facility where I left a message "can someone please call me back" which surprise surprise no one has... I am afraid whatever your company values are, customer service these days is key to a good operation none of which I see being displayed by QDOS and if this is how you are with someone trying to renew I cannot imagine the level of service should god forbid a claim have to be met.

Dear Sir
Thank you for getting in contact, please accept our apologies for what you experienced. I can confirm that we pride ourselves on our customer service and take any feedback on board. Unfortunately we did experience high call volumes last week which did result in longer waiting times.
I can see that my colleague is your account manager and she tried to contact you last Wednesday on the number we have ending in ***4616. Do you have a time that is convenient for us to contact you?
If you have any queries or require further assistance, please do not hesitate to contact me
Kind regards
Customer Services Advisor

Dear Customer Services Advisor
Many thanks for replying and for me to be able at last to have some correspondence direct.
I am afraid I would not be able to answer the number ending 4616 as I am at presently working offshore where personal phones do not work.
Perhaps if someone can call me on 00 47 - - - - - -

Dear Sir
Not a problem at all. I will inform your account manager that you would like a call to discuss today.
If you have any queries or require further assistance, please do not hesitate to contact me
Kind regards
Customer Services Advisor


Well Customer Services Advisor
I have remained by the telephone all afternoon (which has not been easy) but unsurprisingly and yet again no one from Qdos has called me, I am afraid in my book actions speak louder than words and as much as your email was meant to placate me I think its best we cancel my renewal and I look for a better provider

Dear Sir
Thank you for your email.
I have made sufficient notes within your account and passed your feedback onto management.
Your request for a call was passed onto your account manager which I can see was not fulfilled. All I can do is apologise for this and the service you have received from Qdos.
If you have any queries or require further assistance, please do not hesitate to contact me

Kind regards
Customer Services Advisor

Footnote; to this story even management did not get back to me….

"It took over 58 minutes for them to…"

It took over 58 minutes for them to respond to an "instant" message. I am still waiting over an hour later for a call back.

The cover does not cover punctures if your car is built with a space for a spare wheel and does not have one. My Honda Jazz is built with such as space but is sold without a spare wheel but with a cannister of foam to reinflate the tyre.

This means that if my tyre got shredded on a motorway before I could safely stop I would not be covered for a puncture unless I bought a spare wheel. One that is not usually required.

So I am still trying to cancel the policy.

Their customer service appears to be appalling.

"Great experience, I recommend"

I broke down yesterday and cannot fault my experience of QDOS Breakdown. They answered the call straight away, told me someone would be with me in about an hour. After about 15 mins they called back to let me know someone would be with me in 15 mins. I appreciated being kept informed. The recovery contractor was polite, efficient and managed to get me going again and on my way.

I am really impressed with QDOS. I have been with a number of breakdown services over the twenty years i have been driving, and this was the best service i have seen. I will certainly be renewing. Thank you!

"nearly used this company ,thank god i…"

nearly used this company ,thank god i did'nt with these reviews

"Worst experience ever twice in a year…"

Worst experience ever twice in a year First when my motorbike brokedown 4 months ago I had to wait for 5 hours to recovery and the second time I had to wait incredible 6 hours to get it recovery .
Definitely doesn’t worth the price

"No help provided when broken down in France"

We broke down in France and called the breakdown number, but Qdos subcontract the actual breakdown handling to a separate company, call-assist. Call-assist tell me that they had no record of my cover with Qdos until several weeks after we broke down, although we took out the policy some 7 months earlier.
So there we were in France, managed to get the car to limp to a dealer, but clearly not sensible to drive on. We explained this to call- assist who said as we had no cover they would charge £400 for assistance, and passed us on to a third company IMA. We explained again we were at a garage but what we really needed was help with finding a hire care. IMA said they would have to check with call- assist on details of our cover. Explained this would be hopeless, but we were left hanging for a response for over an hour - finally with minutes to spare we were able to arrange a hire car - with no help at all from QDOS/Call-assist/IMA, just minutes before before everything closed for the rest of the weekend.
Overall a horrendous and stressful day, and having to just guess how to do things in France, and with the language difference just adding to the overall ghastly experience. This is our first real breakdown in over 20 years of continental motoring, and it was made much worst by non existent service.

Our policy covered the cost of a hire car, and the whole cost was refunded some weeks later, but Call-assist rejected our complaint:

OK, well maybe it's my fault that Qdos and call-assist don't talk, but 2 days after the breakdown (Monday, when the office was open) we contacted QDOS by phone and explained the situation. I then got a call from call-assist confirming we were covered and apologising, so don't see how this ties in with receiving records a month later. Quote from Call-assist "...I can advise that we did not receive the record of your policy cover from the insurer until the 26th July 2018, approximately a month after your original request for assistance ...I will not be upholding this aspect of your complaint"
It seems to me it's pointless taking out breakdown cover if you don't get help when you need it because somehow, they have lost the record of you being covered.
I don't really care how QDOS and call-assist arrange their business – all that matters is that they are there to provide what you have paid for, when the bad luck hits. They weren't.
I take the view that the best of companies make mistakes from time to time, so I have given them the opportunity to put it right, but my complaint has been totally rejected, after about seven weeks of investigation. I will find someone else for my breakdown cover who does not use Call-assist.

"Avoid avoid avoid"

Avoid avoid avoid
1guy aswered and said a 10 min delay and get out on hold no time to explain anything I'm obstructing traffic and on hold what a joke avoid at all cost

"Good value, good customer service, but most importantly deliver when it matters"

I've held a breakdown policy with QDOS since 2013 but this is my first review. I've always found them to be competitively priced, but recently I had to call on their services due to a serious mechanical breakdown which required a lengthy recovery. The experience from call centre to recovery was faultless and utterly professional. I'll certainly continue to be a customer and would highly recommend them to others. Other companies could certainly learn something from their approach to service - well done.

"Avoid this company if you can"

Avoid this company if you can. Purchased the `one call` option when making a long journey last year, but didn`t need them. However, last week my car would not start when the weather was very poor, and when i rang before 6am, they said they were too busy and it would be 2 1/2 hours before anyone could get to me. Anyway, i managed to sort the problem out, and rung in to cancel the appointment, but still recieved a call from the technician after 2 hours to arrange a time ( so no communication between office and mechanic). Three days later i recieved an email saying my policy was cancelled as i had used my `one call` I phoned and left a message, i emailed twice, i then rung in and finally got hold of someone and explained the situation, and he said i will sort it and ring you back. Again nothing. So phoned and got the same guy, and got the same reply, i will sort it and ring you back. Watch this space??

"Qdos lack humanity"

I am disappointed with the lack of empathy shown by Qdos.Sadly after an eye test I have been advised to stop driving. I asked Qdos for a refund on the balance of my policy; explained that my car has been sold & about my medical condition. Qdos responded that - quote- 'the 14 day cooling off period has lapsed'. I explained I had not cooled off & in any case the 14 days referred to was 2 or 3 months ago, so I haven't changed my mind.
Not sure of the legality of their response but sure about their lack of consideration.