Care Club Reviews 

I think it was Mike (possibly Mark-sorry) who was incredibly professional, polite and explained everything as he went along. Incredibly thorough despite the problems he incurred. Didn’t rush the job and explained he would record all his findings on my notes for future should I encounter any further issues. Great guy and a credit to your company.

The engineer Paul arrived on time, carried out the service and was polite and friendly. Thankfully no extra work was required.

I was kept well informed about my visit times and the engineer, Callum Barden arrive well within the advised timeslot. He was polite and helpful.

Great. Called to let me knownwhen he'd be arriving. Friendly and got the job done.

Engineering side of things were very good. Last minute change of appointment time caused severe disruption of other commitments on the day.

On time, polite and mindful of our property

Excellent service, friendly and informative.

Annual boiler service was rearranged to a convenient date. The engineer arrived promptly and completed the job.

Rob from rightio plumber did quick and tidy job in replacing a part in my downstairs cloakroom WC which was continuously flushing! A very good outcome to what I expect from Rightio plumbers and thanks go to Rob!

Great engineer. Thorough check done & well informed on my boiler. Friendly & punctual. Thankyou.

Came on time and did the job very professional and customer focussed

My elderly mother has now had months of problems with Care Club.

She has been paying for home cover, yet when she needed help with a toilet problem, Care Club’s engineer advised that extensive work costing £1,082.40 was required. An experienced independent local plumber later fixed the problem quickly for £83 without any of the extensive work Care Club had proposed. Care Club eventually accepted this evidence and agreed to refund the £83, although the refund took months to arrive.

Care Club also confirmed that the engineer involved is no longer working on their network.

At the same time, my mother’s contract had automatically renewed and she was told she was committed to another period. We have repeatedly disputed this and asked for evidence showing when and how she was notified of the renewal, but have still not received a clear answer.

She is elderly and hard of hearing and has also been unable to properly access her online account. Verification emails do not arrive, although promotional emails do. This leaves her relying heavily on telephone calls, many of which have gone unanswered or resulted in promised callbacks that never happen.

Despite all of this, Care Club has continued taking monthly payments.

The latest issue concerns her boiler. Care Club agreed to send someone to check it, and my mother has now stayed at home waiting on three separate arranged days this week. Nobody attended on any of those days.

After months of complaints, unanswered emails, missed callbacks, problems accessing her account, disputed payments, a repair she ultimately had to arrange independently, and now three missed appointments, we are left asking a very simple question:

What service is my mother actually receiving for the monthly payments Care Club continues to take?

We have repeatedly tried to resolve this directly and reasonably. I will update this review if Care Club finally provides a clear resolution and the service my mother is paying for.

UPDATE IN RESPONSE:

Thank you for responding.

Unfortunately, this does not reflect the actual history of the complaint.

Care Club has already been provided with my mother’s full details repeatedly by email and telephone over a period of months. The complaint has already been investigated in part, Care Club reviewed the independent plumber’s evidence we supplied, agreed to reimburse the £83 repair cost, requested my mother’s bank details and eventually paid that refund.

Given that history, I find it very difficult to understand the statement that Care Club is now unable to identify my mother’s account from the details connected with this complaint.

The wider complaint remains unresolved. We are still waiting for clear answers regarding the disputed automatic renewal, continuing payments, lack of online account access, unanswered emails and calls, and the repeated failure to provide the service my mother is paying for.

Most recently, she waited at home on three separate arranged days for an engineer to attend regarding her boiler, and nobody came.

She then cancelled the Direct Debit because the matter had still not been resolved. The following day, she received a demand for payment.

Given all of this, asking us publicly to telephone Care Club again is extremely frustrating. My mother is elderly and hard of hearing, and repeated telephone calls have already been part of the problem.

I would therefore ask Care Club to review the existing complaint and correspondence already held on her account and respond to us in writing, rather than asking us to begin the process again.

After months of contact, we need a clear written response to the outstanding issues rather than another request to call the same number.

Iwas very impressed.The work dealt with my problems with my boiler very effeciently and my radiators are much
Warmer. I am very impressed with the
Care Club. Far superior to my previous plumber.

On the first visit the engineer said the boiler needed a simple chemical flush through to remove limescale etc. He had none in the van so we re-booked. No engineer turned up, another appointment was booked. Again no engineer turned up. No communication - no apology for inconvenience. When help line contacted they said the part had not turned up. I have no confidence in anything these people say.

Excellent service,
Serviced boiler,
Very polite and caring engineer,

Waited in from 8am to 12 noon for engineer to arrive. One minute past 12 noon 2 youngsters arrived by car and proceeded to start a boiler service. One of them took the cover off the boiler, looked at it and put the cover back on without touching anything. I asked about cleaning the condense trap and he said it did not need doing! Stuck a probe in the exhaust pipe and took a reading - job complete.
His fellow engineer, a young girl, checked one of the motorised valves that was faulty and said it needed replacing. I thought thank god that I am with Care Club as an identical valve had been replaced last year free of charge as I was covered for 'all parts and labour'. Imagine my surprise when the Care Club this time responded that I was not covered and quoted me £136 to do the job! They referred me to the small print in the Terms & Conditions which stated they only covered repairs to parts and only covered 1 hour of labour (not what they advertised). Next day, to add insult to injury, I got an e-mail stating that next month they would automatically renew my Care Club membership at an increase of £70. I phoned and cancelled my membership completely.

Very happy with the whole experience. Job was completed quickly and efficiently. Customer Care were friendly and polite in booking the job and the plumber was also friendly and efficient. We were notified of his arrival when he was 15 mins away.

Good friendly service. Sorted out quickly, very pleased.

I would urge anyone to avoid signing a direct debit agreement with this company.I did so in February of this year for an agreement that I'd agreed was to start in April. The "Care Club" started to debit my account in February instead. After I cancelled the direct debit within the legal cooling off period, the company began calling me at home to harass me about making payments. Then they started to send me letters, threatening that they would send bailiffs to my house to redeem the money they said I owed them. I had to resort to sending them registered letters with the documents proving I had acted legally. Even after that, I still received a letter threatening bailiff's action.

The "Care Club", what's in a name I wonder? The only thing this company cares about is playing fast and loose with the law to deprive vulnerable people of their money; and the only way it is a "club" is in the sense of a blunt instrument for threatening and bludgeoning people.