Repair & Assure Reviews 

The staff who called today were helpful and polite they helped me to set up a policy for my washing machine,took about 10 minutes to set it up, then got a back up call to see if I was happy with the policy I took out.

Steer Clear they are excellent at selling you a policy, but when it comes to using it it all goes very wrong. The customer service agent I have dealt with today Mark was useless told me the product that they had covered for over a year couldn't be repaired and couldn't be replaced as they didnt off the same spec, i was offered 2 months plan inslaments even though I have paid for 14 months so it wasnt worth insuring with them, a waste of money, no solution offered when i said i wasn't happy at all.I then asked if they could replace for a different spec machine, again was not met with a customer friendly response, I then asked to speak to the complaints team and was put through to Shaun who was quite curt and overbearing with his responses was more interested in protecting his mate Mark. It felt like they all sat in the office together and I was in the wrong for raising a complaint. I shall now refer to the Financial Ombudsman. I am a fool as should have stayed with Domestic and General .

It seems my experience is common, after reading reviews. I had a phone call from them several months ago, to say that the manufacturers warranty was ending. It must have been a fantastic warranty, as the cooker is 20 years old!
I contacted Repair and Assure regarding my fridge freezer, ice was building up behind one of the drawers in the fridge and water was pooling in the bottom of it. An engineer came to look at it, knew what the problem was and ordered the part whilst still at my house, said he would ring me when it arrived. I have no complaints about him.
I received a phone call yesterday, nearly 4 weeks later, from Repair and Assure, to say that the part was not made anymore. Appliance is 6 years old! So they would be refunding the amount I had paid into that policy, £200? I said if it cant be repaired then it should be replaced, that was what the policy was for, repair or replace. But I was told that as it could be repaired, if the part was available, it wasn't unrepairable, so it wouldn't be replaced. I asked to speak to a manager but was told to email in and they would get back to me! I later rang to cancel my other policy, no attempt to keep my custom.
Again I was told that as the part was not manufactured anymore, no repair or replacement. I had contacted the manufacturer, Hisense, who told me that they had the part in stock. Repair and assure said they did not deal with that manufacturer, so wouldn't be able to get it. I was also told that there was nothing like my fridge freezer now for sale, so they couldn't replace it. Curry's have it in stock. Again I was told that they didn't deal with Curry's, so they couldnt replace it, even if it was unrepairable. Its beyond belief that they don't deal with either of these 2 large companies and seemed like they didn't want to try to do anything. By the way, the part costs £30.15.

Very easy to get in touch with and the engineer was out within a couple of days.
The hole thing took a week to get sorted but I now have a lovely new washing machine which was delivered and installed.

People that came were efficient and very knowledgeable and friendly.

Excellent delivery on time.
Driver communicated with us early morning.
Fitted and checked that machine was working.
Supplied Indesit washing machine.

Rung about my fridge freezer not working properly, had call off engineer same day to make appointment, he turned up at the time specified, very knowledgeable quick to diagnose problems ordered parts and booked with me to come back and fit them , again he was on time fitted parts tested etc , engineer was friendly polite and happy to answer any questions, first time with this company and I’m happy to say I’d highly recommend them .

Very happy with my new washing machine 🙌

The lady was very helpful and polite I wish they was all like her she gave me information I didn't know about or I had forgotten very nice she was

Arrived the following day after i reported incident. Kept in contact regarding arrival, very friendly, explained problem and fixed the same day.

Extremely helpful and pleasant.

I have maintained a Repair & Assure Service Plan covering six Miele appliances for over four years, paying annually and never expecting to need to make a claim. Unfortunately, when I finally did, the experience was extremely disappointing.

My Miele wine cooler developed a fault and Repair & Assure arranged two engineer visits. The engineer ultimately diagnosed the appliance as beyond economic repair (BER) due to a sealed system fault and confirmed this in writing. During the visit, I was also told that a replacement appliance would be arranged.

A few days later, Repair & Assure completely reversed this decision.

They informed me that no replacement would be provided because they were unable to source an equivalent appliance from their suppliers, and instead offered me just £55 - effectively refunding the portion of my annual premium allocated to that appliance.

When I requested the terms and conditions and reviewed them, I could not find any clause stating that replacement is conditional upon availability from their preferred suppliers. The terms simply state that where repair is not appropriate they may provide a replacement of the same or similar specification, exercising their discretion reasonably.

Their complaint response relied on a restriction that I could not find anywhere in the contract.

Even more concerning, the terms they supplied appear to state that if they decide not to authorise services for a valid claim, they will refund all service plan fees paid and terminate the Service Plan. Instead, they refunded only £55 while leaving the remainder of the plan in place. I have asked them to explain this apparent inconsistency.

I also requested copies of the historical terms that applied when I originally purchased the Service Plan several years ago, as the terms supplied appear to have been substantially rewritten.

The engineer himself was excellent and professional throughout. My criticism is directed entirely at Repair & Assure's handling of the claim and complaints process.

The whole purpose of taking out a long-term appliance service plan is to have confidence that, if an appliance cannot be repaired, a fair resolution will follow. Instead, after years of paying premiums, I have been left with an unrepairable Miele appliance and a nominal £55 refund because Repair & Assure says it cannot source a replacement through its own suppliers.

Based on my experience, I would strongly advise anyone considering this service to read the terms very carefully and ask exactly what happens if an appliance is beyond economic repair but they cannot obtain a replacement. I certainly wish I had asked that question before paying into the scheme for so many years.

From the moment I contacted repair & assure they were friendly and polite and everything was dealt with quickly and efficiently

Very please with customer service. Engineering was very kind and professional. He advised was very helpful for maintaining washing machine

The staff were friendly and obliging and the engineer who came to look at the washing machine was helpful and knowledgeable. We ended up having to have a new washing machine which arrived promptly and was installed efficiently. The only aspect was that we didn’t realise we would only have a choice of 2 washing machines to replace our Bosch, neither of which was the same make or exactly the same colour. Having said that, our new Hotpoint model does the business.

The staff were very friendly & went out of their way to help me & dealt with me 1st time when I was contacted, best place to be insured with would never change them I am 100% happy with them great to deal with & respect given at all times brilliant service new machine given & fantastic service in every way

Yes at least it got fixed and i have now got a problem with the door the rubber has a hole in it

The staff were very helpful and friendly,it was a quick and easy process very happy

Quick to respond to my call, prompt visit by engineer who condemned the w/machine. Range of replacement options poor and had to pay a significant excess to get an equivalent replacement. Moderate wait for the replacement to be installed, the installation fitters were excellent