DisasterCare Platinum Avis 

Appalling company; utterly useless as a so called emergency response and scant regard for customer service. If it was possible to award a minus score it would be -5. We were referred to them via our home emergency insurance provider upon discovery of a leak on our heating system. We had to make repeated phone calls to them as they failed to contact us and when they finally did, at 4pm, it was to say that they couldn’t provide anyone that day and we were free to find our own plumber and they would reimburse the costs! I submitted a claim for reimbursement on 23 August via their prescribed procedure and was told we would be paid in 3-5 working days. By 1 September, no payment had been made and we were told to apply again! We did, and as of 8 September we were still waiting for payment. Upon contacting them, they gave no explanation for the delay, didn’t say when payment would be made, only that the issue would be referred to management ‘in due course’. Avoid at all costs!

Disaster Care haven't sent compensation for an emergency callout 4 weeks ago... Every time I call to chase up I'm kept up to date with the internal politics as to why they haven't sent the refund over yet.

Had to get a sewage leak cleaned up through Aviva insurance and after Belfor didn't answer any calls for days, the job was transferred to these guys. David and the guys from DisasterCare Northern Ireland were out within the hour. Their plan was explained, all concerns and questions answered then a couple of hours later they had everything totally cleaned up, removed, sanitised and decontaminated. Can't thank them enough. They're doing gods work.

Andy & his South Central Branch team couldn't have been more professional or helpful when sorting out our home after a disastrous water leak the week before Christmas. After being appointed by our insurer NFU Mutual they quickly stripped all our belongings out & got the fans & dehumidifers running to get the place dried out. The inventory was done accurately & efficiently and communication with us was always first rate - including when our belongings needed to be returned & confirming which had to be written off due to water damage. Keep up the great work!

We have nothing but praise for David Martin and Howard and their team for the way they treated us and helped dry out our house after we had a burst pipe in January.

The first team over after we got a plumber to repair the leak was Distastercare Platinum team. They were instructed by AA Insurance and arrived within a day or so with two heavy duty dehumidifiers, a hydrometer to check damp levels in our walls. The guys that attended the first visit were considerate to our situation. The dehumidifiers ran for a couple of weeks while we waited for the rest of the AA claim team. They were removed and reinstated when our ceiling had been removed and all damaged walls stripped for a further 2 weeks. During the process David was in regular contact to see how our claim was going. Howard was responsible for the final dryout and only removed the dehumidifiers when he was happy that the walls had dried properly. It was a pleasant experience dealing with these guys in which was an unpleasant experience of living in a building site. Thank you so much to you all at Disastercare Platinum x Tracey and Mac x

If I could give more stars I would!
Disaster care were appointed by our insurance company to undertake work in our house from a leak that meant we have had to move to alternative accommodation.
From the first meeting David was professional and explained exactly what would happen throughout the process.
Although the situation has been stressful the experience we have had with disaster care has been flawless. The whole team have been professional, polite and nothing has been too much trouble. They are a credit to the company. Communication alone has been 5 star!
Would highly recommend and although we hope we don’t need to use the service in future, If the situation arose we would have no hesitation in giving these guys a call.

Home emergency cover on our insurance sent out these crooks when we had a leak.
Plumber showed up, stayed a maximum of 10 minutes & told us it was a maximum 20 minute job to change a leaking L piece from our boiler (no issues with boiler) said the boiler has its own part & would need to be ordered? Odd as it's a standard L piece!
Report sent to insurance was Valve was crushed? Would need need new isolation kit & washer kit for all outlets?
Insurance then said boiler beyond repair & offered £500 for a new one! WTAF!
The boiler is in full working order just need a joint for pipework from it. Are these companies working together?
If your taking our emergency cover find our what companies they use, avoid them like the plague.

UPDATE: Had our own plumber out as advised by Insurance, a perished washer was the issue not the L bend as originally thought. £150 all sorted & pipes cleaned up.

I had a top plumber round to look at a potential leak shower as damp walls for him to say contact insurance company as I could have sagging joists and told me he thought where a leak could be as he not qualified to repair or do joist work and that he was booked up til May anyway. - Took me 5 attempts to get a plumber to come! - shower not used for nearly 4 months at this point due to damp! - Thank to to this plumber for coming out! :-)

Contacted Insurance company, explained everything and they sent a loss adjuster round who then inturn sent Disaster Care to investigate.

1st attempt, 3 guys turn up, I explained what the plumber had said... as they knew nothing apart from they came to look at a leak, they looked briefly look round, did no investigatory work as they couldn’t do anything as no authorisation to do any work! - Helpful!, why bother turning up to do a job if you haven't got any authorisation to do anything? - I know - to meant a meaningless SLA!

2nd guy turns up, go through the process of explaining everything - removes a tile, cuts a hole in plaster work where the plumber thought the leak could be, turned the shower on and off and could not see a leak, took a video and some photos and left of all the areas I pointed out including the joists.

No other investigationary work was done!

Contacted Loss adjustor to find out what was going on to find they have the company have said it due to lack of grout/sealant so claim not going ahead.

I asked how they came to that conclusion as tiles were removed to look at leak before calling in the insurance company.

I was told they have to take the work of Disaster Care who have made a report to say they used gas trace and visual trace and since no leak found and evidence of rotting joists, this is down to lack of grout and sealant!

Well no gas trace used and the visual trace took all of 5 mins in one area - so they can say they checked for a leak I have no idea!

I have logged a complaint with AXA as they are will be fraudently claiming for work they have not done.

Couple of weeks after the 2nd guy came, we had low water pressure and water was pouring out of the shower unit - took a video and sent to loss adjustor.

I had to pay for a plumber to come out on a bank holiday to fit a new shower unit and sort the pipework.

I have a company coming to replace the rotten joists etc.

I'm so out of pocket due to this company that at this point I dont care if the insurance company pay out or not - I want this company exposed for making fraudent claims of work they have not done!

They are a total Disaster. Have been waiting since the beginning of February for my contents report!! The way things are going I’ll be moving back into my house without any furnishing. They are being constantly chased by my Insurers and ask to bare with because they are busy. Should not take on the work if they can’t manage it. Beats me why prestigious Insurance Companies use them.

We had the misfortune to be introduced to this company on the 29th March 2023 when our boiler packed in, and we were left without heating and hot water. As of today 10th April 2023 we are still in the same boat. When you phone them they promise you the earth and then do nothing. Each time I have phoned I have been told something different, and that this person will sort the problem out. The trouble is that person doesn't sort the problem out, and neither do any other of their so called customer service advisors. A 3yr old could do better. If you are told that Disaster Care Platinum - Facilities Management is going to fix you boiler etc, ask for another company, because the only thing this company is good for is creating a disaster.

DISGRACEFUL IMCOMPETENCE
Facts only:
I had the day off work and lost a days money (self employed) as it was arranged for Disaster Care to attend the property between 08:00 and 17:00.
At 17:30 after a no-show (and no communication) I chased them and was informed that someone would be there by 18:30.
By 20.00 they had not turned up again, and once again, no communication. I phoned them only to be told that they would look into it and call me back.
at 20:50 I was called back and told that they weren't coming out now and expected me to have another day off. When I informed them I wasn't in a position to do that, they advised me to organise my own trade to visit and resolve the property, and promptly washed their hands of the situation.

* No Communication throughout
* No apology throughout
* No competence throughout (despite me telling them it was a plumbing issue (I'm a retired plumber) They insisted on saying they were sending an Electrician)
* I pay insurance to have them resolve the issue, I helped them with the diagnosis, but they ignored that.
I'm certainly not going to go through the aggravation of organising my own trades when I pay for a policy to do that for me.

IMBECILES. - Avoid this company at all costs

UPDATE - April 14th - Still no hot water !!

Absolute cowboys. It took three weeks to replace a thermostat on my E7 water tank after an initial botched job and a carpet full of screws, wet toilet paper and bits of cladding from the tank. Had to buy own fusewire and sort out blocked toilet they also caused. Have been waiting 2 weeks for compensation cheque. Avoid if you value your sanity!

Very professional, arrived at property on time and with the correct equipment to support our situation. Very professional and truly good gents. Many thanks 👍

Not sure if it was disaster care or their contractors fault, 2 failures to turn up on time, and one no show to fix my central heating, wrongly diagnosed, repair that didn't fix it , then no show the rectify, but my main gripe was the complete lack of communication, i had to chase them every time to find out what was happening, promises of call backs that never happened. Very poor customer care.

My home insurers NFU contracted Disaster Care (Nailsworth branch) to deal with my house fire, which consisted of mostly smoke damage and a small flood in the ground floor.
This company and their staff made what was a very stressful period, incredibly more stressful. They were disorganised with creating my BER (beyond economical repair) list, which I had to check and revise and send back to them numerous times. There were random items placed on the BER list; leather sandals, vintage butter dish, etc with no rhyme or reason as to why? I received an email stating all items on the BER list had "now been disposed of". After questioning, my sandals miraculously were 'found' and taken off the BER list. This is an example of one random item of which there were many many discrepancies. Luckily I photographed every single item and made a list of items in each room of my property before I moved into temporary accommodation.
DC simply threw away personal items of mine without my prior authorisation. Why? These were items that could very easily have been cleaned.
When I asked where certain items were (which were meant to be professionally cleaned) if Disaster Care couldn't locate them, they simply stuck them onto the BER list. Not good enough.
Are they stealing items and keeping them for themselves or selling them?
I had to do all the chasing via telephone and email. Promises of returned calls from their office didn't happen. Their excuse was they "were really busy". NOT MY PROBLEM.
DC vastly undervalued all of my belongings. Warning: be on your guard, do your homework and make sure you correctly price your own belongings.
Formal complaint raised with the NFU.
I would urge customers to avoid using Disaster Care at all costs. I hope to God that I do not cross paths again with this company in the future.

DISASTER CARE NORTHERN IRELAND ,have just completed a Job for us in Portrush , which can only be described as a PROFESSIONAL MASTER CLASS …
DAVID & STEVEN arrived exactly at their estimated time. They went about the TRACING of our Water Leak,
which was under our Wooden Flooring , ( quite extensive Floor) They were using hi tech Tracing equipment ……..My STRESS LEVELS quickly subsided to mildly hysterical …….seriously ..these Guys know exactly what they are doing . The Leak was located …..
The Leak was repaired . The TEAM arrived with Large De-Humidifers & Large Heaters , which were left in Situ
for a week . The next stage was to remove the Wooden Flooring , check ALL the Piping , then left the Heaters in situ for another week ,…and David back to check carefully that the Concrete Floor was completely dry….
All the Readings were correct , David was satisfied .
My wife & I are so grateful to David , Steven , and the Team for their Professionalism ,….Thank you DISASTER
CARE NORTHERN IRELAND.

Avoid this company if you have any choice in the matter. Very slow response and complete lack of any communication.

After discovering I had a very wet floor and no idea what or where the leak was coming from, my insurance company put me in contact with Disaster Care Northern Ireland. I cannot stress how absolutely amazing David and Andrew from DC were....courteous, efficient, polite, trustworthy and respectful of my home and property. Nothing was too much trouble, they arrived when they said they would, found the offending leak, dried the areas out and were always at the end of the phone to answer any questions as well as checking in with me to make sure everything was okay. Excellent service which I would not hesitate to recommend... if I could give them 10 stars I would!!
Thank you David and Andrew, you made a stressful situation a whole lot easier, you are true masters of your trade!
Michelle Williamson

Yes, their name tells you the big picture about this awful Co. They ARE a Disaster, who don't care. It was so painful from the start. By the end of this process I needed a straight jacket.
I had a leak on a pipe near my boiler. I called Allianz imergency cover. They made every excuse NOT to fix the issue hundreds of questions. Then they pass you to DisaterCare who then asked the same questions all over again. Then they called me about 10 times but put the phone down after two rings.SO, one had to call them back and go through the same question all over again. It was Saturday I was trying to relax and forget everything after having been ill and a very stressful week. The young boy who came was nice and finalally fixed the leak but left an airlock. It now Sunday so my whole morning was taken up by that. I was releaved to have it fix. I turned off the heating after he blead some rads it was all working "my boiler". I returned home and found that my boiler no longer worked. The whole agonizing process started again.It was their fault, but it was like an interigation from 8.45pm to nearly 10pm. The guy was a little axx frankly, kept telling me that he would put the phone down on a woman of 70 who had just come out of hospital now has no heating and hot water adding insult to injury. What a dxxk. He really should be fired. AWFUL EXPERIENCE. SIMPLY AWFUL AWFUL AWFUL AWFUL AWFUL. In the end I actually fixed the issue myself. The young man had not turned the water back on correctly thus the banging in the boiler. When I ajusted that and all was well for my heating and boiler. I lost alot of my relaxing time because of their incompetience VC

Absolutely disgusting and extremely poor company. I made a claim on 17th January as my boiler stopped working.

Called my insurance company which put me through to Disastercare for them to arrange an engineer to come out.

An engineer came out quite promptly to carry out the repairs. He turned the boiler on and the heating on and it was working ( Boiler must have reseted) he then opened up the boiler and said that he just needs to replace the gas valve and all will be in working order. Once he replaced this, the PC board sparked up and started smoking. Engineer then turned the boiler off from the mains plug. He said he was shocked and wasn't sure what happened, he then called a few places to arrange another part, but there didn't seem to be any available. He then said, he'd send a report to the office, which will then be able to arrange the part required. I made note of the office number.

I then contacted Fixx Ltd. (engineer's employer), they said that they were waiting for my insurance company to authorise the purchase of the part.

I then decided to call Disaster Care, they told me that the boiler is "beyond repair" and it's over 11 years old, in a poor condition, I told him that it was not over 11 years old. The advisor then asked me to provide evidence to prove this, which I did, along with a recent service report. I told the advisor that the engineer left the boiler in a worse condition and that it needed to be investigated.

I also told them that I have no heating, no hot water, it's absolutely freezing, sub zero temperatures, with a young child in the house, to which he responded, he knows it's outdated but, "you can boil water in a kettle and take a bath with that", I felt that this was a very inappropriate and insensitive comment to make considering the condition they have left us in, they told me that they would not be carrying out further repairs.

Since then I've been ringing the company on a daily basis, waiting hours to get through.

After calling and complaining several times, disaster care finally decided to send out an engineer from another company to get a "second opinion" bearing in mind that the first company did NOT write my boiler off in the first place. So when the second engineer from "plumb" came out, he said that my boiler was actually in a good condition and I'd just need a few parts to repair it. He also said that it looks like the previous engineer damaged the PC board, so that would need replacing along with another part. I was hopeful that my misery would be put to an end.

I waited and waited but heard absolutely nothing from my insurance company or disaster care, so I decided to call disaster care again, surprisingly I was told again that my boiler is not repairable and the original decision stood, which made absolute no sense, I then decided to call Halifax Home Emergency service (insurers) and they told me that was strange, because they haven't even received a report yet, the lady said she would make a few calls and call me back, which she did and reassured me that the parts have been authorised, as they are within the budget so disaster care should be in touch soon.

So, I then decided to call disaster care to ask them when they're going to send an engineer out, this time I'm told that they've not received anything from my insurance company and nothing has been authorised!!

No one is willing to take this matter seriously, knowing that there are 5 people living in the property including a child & an adult with health conditions.

This is not what I expected from an "insurance company". How can a limited company provide such poor service, especially in an emergency, it has now been 2 weeks since I last had any hot water or heating, how is this acceptable? Why do Halifax need so many middlemen!! Please do not use them. They are awful. Avoid at all costs, should be shut down. Customer service is absolutely SHOCKING, very rude & unprofessional staff that don't even add any notes on to the system!!