DisasterCare Platinum Avis 

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it's absolutely freezing, sub zero temperatures, with a young child in the house, to which he responded, he knows it's outdated but, "you can boil water in a kettle and take a bath with that", I felt that this was a very inappropriate and insensitive comment to make considering the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!!

I have made numerous attempts to contact this company about an outstanding claim. I have sent emails and made phone calls to try and resolve the matter but I have had no replies to my emails and when I have spoken to customer service agents the actions they have promised have never happened. This is an appalling level of service and they should be truly ashamed of themselves.

Disaster Care Doesn't Care.

This company used by my insurance company to arrange fix of my broken boiler. They are incompetent I wish I could give no stars. Had to take 3 days holiday over 2 week period, for promised engineer visits that never happened. He arrived one day with no notice from company so lucky we were in. They do not communicate at all appalling service

Absolutely useless. Constant lies about when they have ordered parts and booked engineers. Will not call back or keep you updated with progress. Absolutely no customer care.

Useless.. lie about keeping in contact.. can’t get their stories straight., all BS.. avoid at all costs

AVOID AVOID AVOID

I have a policy through Lloyds bank for “emergency cover” and I was directed to this company. Issues are:

1) Poor customer service that have no idea what they are doing. Promises made that they then went back on time and again.

2) Poor communication. I would be fobbed off by phone and then they hid behind text messages that were unhelpful. So again I had to spend time calling them or my insurer. My insurer made it clear to this company to stop texting me and call me, however this company yet again hid behind multiple text messages.

3) No common sense and just creates more issues. I had an initial investigation and that was it nothing else! I was then left with no further support to get the issue fixed for a whole week.

4) After I complained, I was told to get my own engineer out and they would cover the cost of repair. They agreed to pay the bill and I sent proof of all works completed.

5) I filled out the form to request payment that this company approved, and now after waiting for 5 days no money! What a shocker!

6) They now want another 5 days to give me my money back that I should have never paid out in the first place!

7) I’m off to the small claims court for more than just the outstanding bill!

My insurance company gave us details of DCP facilities for the boiler issues.

Listed below are the reasons 'why' I am not recommending this company and 'why' you should not contact them:


1. Extremely Poor customer care: The customer representatives never bothered to call us for scheduling a date and time to send engineers. Often, they were misinformed and never checked any facts before giving us an update when we called them (minimum call wait time 1 hour). It appeared on multiple occasions that they were not even bothered when on the phone. I wonder if they are really willing to provide their service.
2. Extremely Poor communication: Lack of communication and often miscommunication between DCP facilities and their outsourced engineers. No one has any accurate information on the job that they are obliged to do it. Extremely careless team.
3. Extremely Poor service: It took us 3 weeks to initiate and solve the boiler issue which still remains unresolved at the time of writing this feedback. Oh, the parts department who is responsible to send the new parts of the boiler sent the engineer with the WRONG parts. We ended up staying in the damaged property that has access to only cold water when the outside temperature is - 5 degrees.
4. Trust broken multiple times: Please don't trust their service. They will give inaccurate appointment times and days. You will end up chasing them for an update every single time.
5. Extremely long waiting time to solve the issue: As opposed to what their website says, the actual waiting time to solve a disaster at home is a minimum of 3 weeks.

The choice is yours if you want to contact this company when your house has a disaster. I will not recommend spending a single second to get in touch with this company.

Company sent in incompetent staff, caused further damage, water has consequently been turned off all day and despite being told by AXA to repair their damage, no plumber has yet turned up, now 20:00 hours, can't get through on helpline number, in a household with a worried 83 year old living on her own! Simply unacceptable on all levels.

DisasterCare South Central did a great job in drying out my property following a mains water leak left part of ground floor and lower walls very damp and mouldy. They estimated the time to dry the property enabling me to schedule the builders to start 'making good'.

Can't praise the Diaster Care team enough! My elderly parents had a leak which caused quite a bit of damage to their living room.

Diaster Care contacted us very quickly after we contacted the Insurance Company to clear the room and start the drying process. Each stage of the process was carried out very efficiently and professionally, they keep me up to date on what was happening and always appeared when they said they would, I feel they went above and beyond to get the job done.
The whole team were all very friendly, courteous, very organised and couldn't have been more helpful, nothing was ever a problem.

I would highly recommend David and all off the team to anyone in need of help getting their home put back together again.

Anne Robinson

Michael and Rosie of Disaster Care South Central did an amazing job of cleaning my house after nearly a year of builders repairing damage to my property. They worked tirelessly and meticulously with such good humour and obvious pride in providing a really excellent service. If only they were routinely hired out to conduct spring cleans in private homes! I feel as though my whole house has had a rigorous cleaning. I've never come across such superb cleaners. Thank you to Michael and Rosie.

We had a bit of a crisis, with 2 poorly children (under 3 years old) in the house with respiratory illnesses and the boiler suddenly stopped working around 20:00. Nightmare, as it was less than 3 degrees outside and the house started getting very cold.

I couldn't get hold of any local private trades, so got in touch with DisasterCare and the team were on the case immediately. They didn't have anyone in the immediate vicinity, so managed to get an engineer from outside my area to agree to come have a look.

He was there within a couple of hours and managed to source the problem. Thankfully had the part needed, in his van and so was able to fix it there and then. All within less than an hour of arriving.

Kids were all snug again and we could relax. They turned a crisis round in record time (for me at least) and went out of their way to do so, from the team in the office to the engineer that arrived. Cannot rate these guys highly enough - they deserve more than 5 stars!

After my toilet started leaking I made a claim with Trinity Claims who contracted out the work to Disaster Care which in reality was a true disaster in itself!

I was told they would arrive betwen 9 to 5pm bearing in mind I have only one toilet and every flush caused a further leak which went through my ceiling and fell like heavy rainfall into my kitchen. Someone eventually came at 6pm only to say he hasn't got the part to repair the leak however, he did provide good advice to avoid further damage and also said someone would come before 10am the next day.

Only received a call to say the job that I was quoted £75 via mybuilder would now cost £378 and I was told I need to pay £78 as that is above my claim limit otherwise they will not send an engineer. They left me no choice but to pay what I would have paid privately anyway but 48 hours later.

I was provided no breakdown of the cost or invoice but told to pay a figure plucked out of thin air or live with your leak.

Atrocious company run by cowboy con artists!

Outstanding!
Prompt action.
Professional, attentive and skilled operatives yet personable and friendly, great communication with company.
I'd highly recommend!
Many thanks.

Disgraceful, dishonest and awful. AVOID AT ALL COSTS!!!
They don't turn up, they lie and are completely unprofessional with NO ACCOUNTABILITY WHATSOEVER!!!
They are partners with Halifax Insurance. Halifax should Terminate their contract immediately because these people are incompetent and are letting Halifax customers down big time!!!

David and his team have been very professional in dealing with a significant leak in our home. Disaster Care has been confident and reassuring in dealing with the major work involved. Highly recommend.

Following a fire at our property, DCP carried out the cleaning of the carpets soon after the incident and again, once all the tradesman had completed the restoration work.
Karl Wildey was excellent. Courteous and tidy at all times. The carpets were cleaned very well and I would not hesitate in recommending and using DCP again. Many thanks!

Cannot recommend.

We had a leak in our home and went through a pretty stressful time, having to move out for some considerable time. The help and care given to us by the disaster care team was second to none. David Gamble and Stephen and all the team were caring courteous and couldn't do enough for us. David always on hand giving advice whether in person or on the phone whenever we contacted. A truly professional team a real family and we can't thank them enough for all their help in getting us back into our home. David Stephen and all the team thank you and God Bless. Frank Ruth Quinn and Family

A disastrous burst of a rising water main in our roof caused water to cascade through two floors and damaged at least four rooms. David and Howard from Disaster Care Platinum arrived promptly and flew into action. They removed damaged furniture and fittings, carpets, bedding from the rooms, and insulation lagging from the roof. They stripped off wallpaper so that plaster and brickwork could be dried out quickly. They were so speedy that we managed to salvage a lot of our possessions in the house. They then installed dryers and dehumidifiers throughout the property. They kept us in touch and arrived for their inspections always on time. They were courteous at all times.