DisasterCare Platinum Avis 

Called at 12pm for emergency plumber chased in three occasions, had no electricity or water chased again at 7:50pm they called at 8pm saying that they could not provide a plumber and would authorise us to call a plumber out, but would have to call them again when the plumber has arrived to authorise repairs. Plumber came, we called them back and when the advisor was on the phone the plumber said I can't talk atm, this is an emergency, water was coming out fast of the pipe. The adviser on the phone said ok, and did not mention that we would be required to call back etc.....

We had no electricity, were in the dark with three kids. I was sent a text message informing me of the above stipulations, which I had met by calling them back. However, I didn't get to read this message, due to the emergency situation and having to reassure three young children, who were scared being left in the dark. The complaints manager said this is the reason why they were not paying more than £69 of a £500 bill, as I should have called them back, again, as the text message informed, despite me explaining the situation.

They determined that us calling them back and being told by a qualified plumber that he couldn't talk, because this was an emergency situation was not deemed to be within their agreement/ contractual obligations. The adviser on the phone agreed to the plumber not being able to talk, due to the emergency situation and made no stipulations that we should call them back. Yet, as we were sent a text message, that we didn't get to read because of the emergency situation, that they are not liable for the costs.

Lloyds home insurance are the main "insurer" however Alliance are the underwriters who sub contract this joke of a company. Further more, when complaining, Steve Evens assured me that he has a very good relationship with the complaints manager, also called Steve (alliance) and that my complaint would go nowhere!

This is a cowboy of a company and I am shocked that Lloyds Bank are using this company. I purchased this form of insurance under the false assurance that I would be receiving a quality, trustworthy emergency call out service provided by lloyds, yet have been left £430 out of pocket, stressed and worse off.

Disaster by name disaster by nature! Shocking company! Had a valve go in our boiler In the loft with water pouring through our ceiling. I shut of the water off and called our insurance, who sent this cowboy outfit. On first attendance the plumber told me our boiler was leaking! No you don’t say!! Can’t fix it as needs to get authority to do it, but it’s a priority! He could isolate the boiler so we could at lest have cold water upstairs and flush the toilet. He left and 6 hours later! water pouring through my light fittings as the buckets had over flowed. So back to no water upstairs great for my 4 year old and 8 year old. After a week nothing I rang, well The lady I spoke too said they were waiting on parts, Two weeks later almost! Yet the failed part was sitting in my local plumbase! Finally we get a date and between 8am-12pm. So I explain I’m 12 hour nights and may well be asleep please get him to ring, bang, and phone me. I stay up till 11am to get a message to say they are on a big job and won’t be there until 12-5pm! I have to sleep!! but they will phone etc so no problem! I get up at 2pm and have to collect my children so I ring them. Apparently he turned up at 1:15pm and took a picture of the door! Guess what taking a photo of my door is not likely to wake me up!! Try phoning as you were asked. So I’m now waiting for what I can only describe as the worst company I have had the misfortune to have dealings with come and fix my boiler. Let’s hope the electrician and the floor people that I need to sort out the mess of the second flood caused by them are a lot better if I could give no stars I would

This profiteering company appears to be exploiting insurance companies who employ their services. I was quoted £350 to replace a toilet flush valve... the valve can be bought for less than £10... this seems a huge mark-up to me. The company seems to be taking advantage of both the Insurance company but more so the end-user.

Unfortunately following a fire in my house this company was allocated to do the clean up. After the couple left I noticed that an item of sentimental value was missing. They claim to know nothing about it but I know that they did it. There was no one else in the house. A very slick operation indeed which convinced me that they had done this before. Bitterly disappointed. (Note this is Disastercare Stroud).