Emergency Assist Ltd Reviews

Name: Emergency Assist Ltd
Address: Emergency Assist Ltd2 CornhillExchange LaneWisbechCambridgeshire, Wisbech
Rating: 4.20

4.2 Rating 3,462 Reviews

83 %

of reviewers recommend Emergency Assist Ltd

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Phone:

01945 586200

Email:

enquiries@emergencyassistltd.co.uk

Location:

Emergency Assist Ltd2 CornhillExchange LaneWisbechCambridgeshire
Wisbech
PE13 1NH

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Anonymous

Anonymous // 01/01/2019

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“If it was possible to give ZERO stars I would. This company are an absolute joke. Left stranded in Sheffield with 3 kids and two dogs..... just repeated T&Cs like a robot and offered no help or solutions. They have no heart or desire to help their customers. If ever there was a company which cares solely about money, this cess pit of a company would be it. My only consolation is that there is a special seat in hell for folks like this. I wouldn't wish this shower of sh!t on my worst enemy.”

Helpful Report

Posted 6 months ago

“I've been with emergency assist for years and I've been having a few issues with my car during the last year which has led me to call them twice. The first time I called I had no issue and got my car towed no questions asked to a garage of my choice. Yesterday I broke down on the side of a busy road - the first time I rung they told me I don't have an active policy, I then rung back with the policy number and was asked what was wrong with the car, I explained a warning light had come on and the car wouldn't drive. I happened to break down 10/15 minutes walk from a garage, so I had got out the car and walked on foot to ask the garage if they could give me some advice on what was wrong. I explained this on the phone and was repeatedly told as I was already at a place of repair they would not help me. It did not matter how many times I told them I was outside a garage, on foot, my car was broken down on the side of the road, they would not budge. This left me - a female stuck on the side of the road all night having to arrange and pay for a private tow home. 12 hours later I finally got a call back from the manager who was as unhelpful as the call handler and just repeatedly told me I was already at a place of repair. No basic communication skills, no level of understanding, no ability to be at all flexible or helpful given the cirumstances, no apology, in fact the manager hung up on me! I will NEVER use this company again and would not recommend anyone else to because when you need them, the simply may not help. It seems luck of the draw who picks up the phone to you and what mood their in that day! AVOID AVOID AVOID”

Helpful Report

Posted 6 months ago

“Awful company. DO NOT USE. Cheap price = No service. Refused to come out to tow my disabled mum's car, lied to us on the phone and then declared we hadn't told them about it. Will happily take them to court with an SAR.”

Helpful Report

Posted 6 months ago

“Got charged £100 cancellation fee despite cancelling within 23 minutes of a call out. No one had attended or even attempted to attend but still was charged anyway. This company will avoid providing breakdown assistance for those customers in need and will try and profit from their customers too! Shameful company I would avoid at all costs.”

Helpful Report

Posted 6 months ago

“Had this breakdown in January. My battery went flat, I February they came out and jumped it, I changed the battery, at £220, A couple of weeks ago we had to load the boot, we had 5 passenger suit cases, and a load of bedding we had to get in the car. We were at a air B&b, we had food as well we had to bring back, and the boot was full, I moved the car twice with no problems only 20 Mins before. Due to taking 20 mins to load the car, I got a flat battery, this was a Range Rover, my interior light at the back only was on, in 20 mins I had a flat battery, I had a noco battery charger it would t start it, we had someone jump the car it would t work, we needed a large charge, this is why we rang breakdown, at least 20 minuets on the phone, the lady said you e had this problem Before, yes but l've changed the battery. I had to pay £200 before she would send anybody out, she said you need to send proof it was changed witch I did, they had now said due to Me saying a light was on at the back they will not pay my £200, we needed to go to Heathrow airport, over one and half hrs a very nice breakdown man came he had a lot bigger charger than mine and started it, I said when did you get the call, he said 15 minutes ago, I was fuming, they didn't even bother to Get any one for one and half hrs, do not use this company, they will Find a way of not coming out, and not reimbursing you when they said they would, I've had my boot open since for over 20 Mins and not had a flat battery and yes the light was on, at the back, I use the boot a lot at night, I need a light on . I read some reviews and it was hit and miss, I took a chance, never again, £200 for someone to jump your car for 10 Minutes!!!!!!! Date of experience: 23 April 2024”

Helpful Report

Posted 6 months ago

“This company is the biggest scam going PLEASE PLEASE do not use them, I have cover for my 20 year old daughter but they wouldn't come out to her as they said it was a problem connected to a previous problem that they hadn't even been out to?!! However if I wanted to pay £100 + they would get someone out to look at the car????WTAF an absolute con!”

Helpful Report

Posted 6 months ago

“I’ve currently just got off the ferry and realised we will not be covered on this whole trip just because I regretfully didn’t give them the date of travel 48hours before. I accept it is my fault but assumed we will not be covered just for the first 48hours not the whole trip. Pointless buying the most expensive cover!!! I will not be renewing”

Helpful Report

Posted 7 months ago

“Terrible, don't buy, wouldn't even give one star, seemed too good to be true and it was. No breakdown assistance available and left me totally stranded at night, one a main through road, was told me to get a bed breakfast or get a taxi home, but I was miles away from anywhere, no taxis available, it took hours to tell me that no assistance available. It's ended me up paying £300 for other breakdown service. I want a refund from this awful company.”

Helpful Report

Posted 7 months ago

“My car broke down during the Easter Holiday in Bath, very far from my home. This happened on a Sunday at 11PM. I called Emergency Assist as they work with my breakdown insurer. Initially they were friendly, however after being with them on the phone I noticed that they were not providing any help. They kept saying that on a Sunday evening, they could not tow the car anywhere and that they could not help me, and instead, I should be finding a solution myself. They suggested me to find a mobile mechanic, however, they did not even help to find any. And I was unable to find any. And, despite having paid for the National level of insurance, which they say that if they can not assist or fix the car on the same day, they will send you back home with your car. I requested this last option, and they kept declining with a series of very confusing arguments. It was very awful and very desperate and stressful. This ended up by leaving my car in the middle of Bath and getting a fine from the police. I waited until Easter was finished to call Emergency Assist again that they could tow my car to a garage. They got the vehicle towed to a garage and my car got eventually fixed. As I had to wait for few days, I got a rental car which was covered by the insurance. Today, I am trying to claim this back to get at least refunded for the rented vehicle. At this point, Emergency Assist is asking for a huge amount of paperwork and make things very complicate. Surprisingly, one of the documents they are asking for is an invoice from the assistance, which was never provided to me as they liased and paid for the rescue, not me. Overall, this has been an awful experience at the event of the breakdown and during the claim process they seem also to be willing to make it a burden to avoid their custommers be successful with their claims.”

Helpful Report

Posted 7 months ago

“Have had 1 call out that was good 2 years ago Called the other Sunday when bonnet of Clio came over the windscreen and jammed so could not drive car .emergency did not assist after call needed towing home terrible response on a frightening speedy road.”

Helpful Report

Posted 7 months ago

“They will con and ripped me off £98.40 cancellation charge without even use them after I called and reported that my car is broken won't start . I just need a jump start to take it to the garage bcoz it's due to repair , then my friend came in and gave my car a jump start no problem. So I called emergency assist to cancelled my assistance they told me I need to pay cancellation fee £98.40 but I never use the service since I was with them 2 years . So basically I was paying my breakdown cover for 2 years and yet when I called them and cancelled them they still charge me £98.40 where is your conscience your client/ costumer is in distress and yet you ripped me off . Your compy is scammbug. I told to all my friends and families not to buy policy from this company emergency assist ltd. Shame on you”

Helpful Report

Posted 7 months ago

“This company is APPALLING! They are scamming people by misrepresenting the cover they offer and then fail to assist you if you breakdown unless you pay them a minimum of £125. I work in the insurance industry and there is no way a regulated company would get away with how EA behave, yet they are a breakdown insurance company and can get away with being unregulated. Ignore their Defaqto 5 star rating, we in the industry know that Defaqto is also a con. EA’s advertising entices people to purchase by blatantly lying about what is covered. Their policy wording is ambiguous to say the least. Be aware THEY WILL NOT COME OUT FOR A PUNCTURE IF YOU HAVE PREMIUM COVER, THEY CLAIM THAT PUNCTURES ARE ‘ACCIDENTS’ AND, UNLESS YOU TOOK OUT THE ADD-ON FOR ACCIDENT COVER, THEY WILL CHARGE YOU AN EXTORTIONATE FEE. They will claim this is normal - IT IS NOT! By using their definition, they will never cover you for punctures unless you have accident cover as tyres are neither mechanical or electrical components, which they have told me is all they will assist with without additional charges. YET THEIR FAQ’s STATE THAT PUNCTURES ARE COVERED UNDER EVERY COVER LEVEL. I made a written complaint to them after they left me roadside without assistance, have signed proof of delivery of the letter, yet never received a response. I took it up with Resolver and they then replied to that, however have clearly never read my letter at any point. They have also failed to cancel my policy following my request to do so over 6 weeks ago and it is still live today. Look up the history of the directors currently and previously involved with this company - multiple dissolved companies in many different industries. It says a lot about them and the disgraceful way this company runs. Read all the negative reviews on the internet, there are hundreds of them from people who were left roadside without assistance, or ripped off for hundreds of pounds. If this company is still around at the end of the year, I will be very surprised.”

Helpful Report

Posted 8 months ago

“Appalling. Broke down yesterday (flat tyre) . Recovery vehicle arrived within an hour but said he couldn't fix at roadside and car needed to go to garage. He said EA would be in touch to arrange next steps and he left. Thought this odd and called EA. They said if i wanted car taken to garage theyd charge another £90 as Id already had a call out so this would be a second one in the day. No budging on their logic. As other peiple have said beware, their price looks good but if you need them in an emergency you might regret it”

Helpful Report

Posted 8 months ago

“Please do not use this company, their breakdown service is a CON! we have been paid up premium members for about 5 years, never had to call them out until yesterday (3/4/24) we broke down on M40 and manged to crawl to the next junction 1 mile away to be safe and found a garage close by. Garage said it was the turbo and would be 2 weeks for them to fix. Therefore called Emergency Assist to ask to be towed home, they refused to help in any way as we had reached the local garage. Was told to read the small print and that if I was at a garage, regardless of the fact my vehicle could not be fixed at the time, They would not rescue us! DISGUSTING ! cost us £100 to get a bus and trains home and 4 hours! Now have to spend another £400 or so to get my vehicle recovered.....AVOID this company!”

Helpful Report

Posted 8 months ago

“I purchased what I thought was European cover on their website, only to find out that their site had downgraded my cover due to the age of my vehicle to non-European cover, without informing me that my car was not covered due to its age. Upon phoning to request a full refund, they have the cheek to now try and charge a £10 admin fee for cancelation of a service I never clicked to purchase! They are sneaky in that their European cover is named "complete" but their non-European cover is called premium. When you click the European cover and then enter your reg, it switches your purchases to premium without any obvious notice/alert that the cover you originally selected is not valid for your vehicle, and that as such, they have changed your selection to an inferior service/product. It is now nearly a week since I both phoned and subsequently emailed to request the service be canceled with a full refund provided. I have yet to recieve confirmation that they have actioned this. I am also being told that they do not accept my position that the £10 admin charge is unreasonable and unfair (as per consumer law). I will therefore be going down the route of issuing a charge back if they do not cancel and refund in full without the admin fee. Such poor acceptance of their own misleading advertising does not give me confidence in the company should anyone need to actually utilise their services, and sneaky additions of fees for legally required actions (such as cancelation within 14 days under consumer law), do not paint a great picture. Avoid, unless you want to be having to argue over technicalities and hidden fees on the side of the roadside.”

Helpful Report

Posted 8 months ago

“I have been with EA for 3 years and have never needed their assistance. I changed my vehicle and wanted to update my registration number. After 10 minutes on hold, I was passed on twice to the relevant operative. I’ve never heard someone so disinterested in my enquiry, ever. They wanted to charge me £5 to delete 4 letters and 2 numbers and replace them with the same amount. This takes literally seconds to do. I declined to pay and therefore cancelled the policy. No emotion, no customer service, zero response. I have read the reviews and I can believe every awful experience. I’m just glad I never needed them in an emergency situation.”

Helpful Report

Posted 8 months ago

“We had a dreadful time trying to get help from this company last Saturday 16th March. Broke down on M6 toll road, in the rain. The call handler said it would be about 1000.00 to get us home. We have been with this company for a few years, and never had a call out, I will not be renewing our policies, its not cheap if it doesn't work. Look at most of the reviews, 5 stars are from people who haven't tried to call them out, or use this service, 1 star from people who have. Don't waste your money, go elsewhere.”

Helpful Report

Posted 8 months ago

“I would avoid this company. I had a breakdown for the first time in years recently. The car wouldn't start, turned out to be a battery drain due to shorter journeys being taken in the vehicle and the wintery weather demanding more electric items in the car being used. Even though I'm a paid-up member, they charged me an additional £125 because the battery drain was down to "human error" and therefore I was liable for this as per their terms and conditions. If this is the case, then surely any fault that might occur with your car could be down to their version of 'human error'. This means in addition to your annual fee for their cover, you could well be paying £125 additional fees for a call out.”

Helpful Report

Posted 9 months ago

“Stay away from this company, i would not recommend for following reasons. Very hard to communicate with them, poor customer service excessive handling charges for any minor changes. Cancelled my policy with them with 8 months before expiry but no refund offered instead wanted me to pay them more money when i had no vehicle to cover.”

Helpful Report

Posted 9 months ago

“I broke down with my 2 elderly parents in the car on a freezing day my hazards were working and I was pushed to the side by a passer by I rang emergency assist explaining my car had just stopped at the lights after a while the lady tried to tell me I hadn't provided paperwork from a breakdown 18mths previously and I wasn't covered I told her I had but after ages and getting nowhere I asked to speak to an supervisor he argued it too and said I would have to pay over 300 to tow my car they also tried to tell me it was like a fault i had 3mths previously which i had rung them to ask if they put batteries in as my friend said her breakdown did they dont , noone came out as my car was in my road and i went to Halfords like anyone would and got a battery there and my husband put it in after 2hrs of freezing and getting nowhere I did speak to a lovely supervisor who immediately saw the paperwork for breakdown 18mths ago the one noone previously could see and couldn't apologise enough saying she would send an urgent recovery ASAP but in meantime a friend had got a mechanic out and got the car wking in 5mins due to a loose coil I wrote a complaint and it was answered stating because of my battery going 3mths previously and me not issuing paperwork I wasn't covered I did reply to this email stating wot paperwork was needed as noone came out to me I had a flat battery and it was replaced but STILL noone has bothered to reply to me Then 3 days later I get an email asking me to renew as I'm a good customer at discount!@@@! I paid for the breakdown and when I needed it you refused it so disgusting Company and in all my friend eyes 2 Won't be coming bk and thanks for Yr concern over my 2 88year old parents!!!!!”

Helpful Report

Posted 9 months ago

Emergency Assist Ltd is rated 4.2 based on 3,462 reviews