Go Assist Ltd Reviews

Name: Go Assist Ltd
Address: Enterprise House, 21 Oxford Road, Bournemouth, Dorset
Rating: 3.95

4.0 Rating 1,340 Reviews

76 %

of reviewers recommend Go Assist Ltd

Company Reviews

Metrics

Info

4.0

Based on 1,340 reviews

Shipping & Delivery
Delivery Methods	Own Driver
Average Delivery Time	Over A Month
On-time Delivery	Greater than 8%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Under An Hour
Customer Service	2.2 out of 5
Returns & Refunds
Refunds Process	Difficult

Visit Website

Phone:

0333 733 1234

Location:

Enterprise House,
21 Oxford Road,
Bournemouth
Dorset
BH8 8EY

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Go Assist Ltd 1 star review on 22nd December 2022

Jo Barker

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“You were only interested to take my money without sorting out my problem. I took a policy with Go-Assist for an engineer visit to look at my refrigerator that stopped working twice in the last 12 months and both times It started working again after a day or so by itself. The engineer diagnostic after 30 min looking at my fridge was faulty compressor. He did not test any other components such as thermostat , capacitor or the relay that can also cause this type of fault. I did not hear from your customer service for the next 48 hrs so I decided to e-mail you instead. I explained the situation as my fridge was working again and how the engineer could come up with his conclusion of a faulty compressor without testing anything else. I asked for 2nd opinion and I was refused this option and was advised that you trust your engineers and the outcome the visit was final unless I pay another engineer visit fee. I was not happy and requested to cancel my insurance policy also since I could not trust you anymore. My insurance was cancelled but I ended up paying the £50 cancellation fee. My fault as I should have read your T&C. It has cost me £129 in total and the only winner is Go-Assist because I refused to accept your engineer diagnostic. The repair cost would have been another £369 extra which is more than a new fridge. Your only aim is to give a hefty repair cost which is based on a false diagnostic and if the customer refuse to accept you still end up with the cancellation fee and the engineer visit cost. Not a bad business at all and there is only one winner and that is Go-Assist. My fridge is still working and that is not bad with a faulty compressor. Your customer service is appalling. I worked in customer service industry and I always believed the customer is always right.”

Helpful Report

Posted 3 years ago

“I organised for them to fix my oven, first the engineer came a week later than agreed, they sent the engineer to the wrong town wasting a lot of our time waiting around, the engineer turned up with nothing and just said the oven door needed replacing, we had already informed them of this and the model when booking. Then we are told that he will do the report and he leaves that cost us £119 - then we don't hear anything for 2 weeks so we have to chase, they tell us the engineer hasn't done the report so they will chase him, then we wait a further 4 days and they still haven't heard anything from their supplier. They refuse our refund as I haven't had a working oven for 4 weeks, also refuse to repair for free no answer is given to the incompetency of their engineer. This is the worst service I have received I a currently already down £120 and have had nothing for it, on the phone they were very unhelpful and continually contradicted themselves - I WOULD NEVER USE THIS COMPANY oh and my oven still isn't fixed, nothing on order and no idea when they will finish it - 4 weeks and counting atrocious I don't trust them to fix my oven now and want my money back”

Helpful Report

Posted 3 years ago

Thank you for leaving feedback regarding your recent experience with our repair service. We are sorry to hear that you are unhappy with the service and would like to investigate this further. Please email marketing@go-assist.co.uk with your reference number and any additional information so that we can look into this for you. Team Go Assist

Posted 3 years ago

“I'm a nurse and my daughter arranged a repair on the washer dryer she'd given me which worked fine before transport. She paid £119 and believed it would be repaired on Tuesday. Then on Tuesday she received a message saying it would be Thursday so had to book time off work. We weren't given a time and company didnt answer phone. When man finally came he didnt bring any tools - just an ipad He sat on my floor, looked at the machine, said "I've never seen one of these" and when my dad (retired electrical engineer) told him what the machine was/ wasnt doing he said "oh it shouldnt do that- probably this control bit" and then left. Then my daughter received an email saying they'd completed a diagnostic check and repairs would cost £400! He didnt touch the machine, made no attempts to run tests and basically we waited in and paid £120 for a man to sit on the kitchen floor for ten minutes then leave. He told my dad "im not authorised to do any repairs". Appalling service. We intend to request a refund as no diagnostic tests or repair were completed. This company rips people off as my daughter was led to believe she was paying for a repair. Would have given 0 stars but service doesnt allow this. I've now wasted 7 days waiting for a repair they had no intention of completing. I will be complaining to the ombudsman unless we can resolve this tomorrow morning with my machine being repaired as they alleged when they took my daughter's money. As a disabled nurse with a 5 year old I rely on my washing machine and am devastated this has happened. I cant return to work til i can wash my scrubs.”

Helpful Report

Posted 3 years ago

“Had a guy out to repair our dishwasher. He had no idea what he was doing. I had already told them the fault and possible part that was needed. Spent 10 minutes telling me everything I had already told him. He then asked to see the manual which he had just been reading! He left by saying people will be In Touch with a part to be ordered. Stay away from this company! Will be seeking a full refund. To top it off NO mask or hand sanitising!”

Helpful Report

Posted 3 years ago

“Absolutely awful company avoid at all costs. They offer "cheaper" services however you then pay on a monthly basis for a fee. Unable to cancel an unneeded appointment as the office doesn't work on the weekend so had to pay the fee for work not carried out.”

Helpful Report

Posted 3 years ago

“Worst experience ever. Incompetent, uninformed, unhelpful. Have sent so many emails I’ve lost count. Have been calling to chase my order for weeks, am constantly fobbed off with excuses and platitudes. STILL waiting for a part I’ve paid for to be delivered with no repair date in sight. NEVER EVER use this company. They should be investigated. AVOID at all costs”

Helpful Report

Posted 3 years ago

“Appalling service, paid upfront for repairs to three units, they sent a sub contractor with work order for two units. He was not able to even repair them. Ordered a part for one, never heard again from them, two months now. Very hard communicating with them of course.”

Helpful Report

Posted 3 years ago

“Long fridge (non) repair story. Go Assist are bullies and, in my case, provided a dreadful service. I got my money back off them by registering a claim with the Government Money Claim Online service, very easy. I hope this helps others.”

Helpful Report

Posted 3 years ago

“The worst company I have ever dealt with. We successfully claimed back money we’d paid for parts via our banks chargeback scheme. This was awarded to us on the basis that Go Assist was in breach of contract for failing to deliver the parts and repair the machine within a reasonable able timeframe. NOW, they are pursuing us via a debt collector for the £288!! Outrageous way to treat customers. We have been so stressed by this company for over nine months and they continue to bully us via any method available. DO NOT USE!! And if you’re in a similar situation, please please complain to Trading Standards and the Financial Ombudsman.”

Helpful Report

Posted 3 years ago

“If I could give this company zero stars I would. I have never experienced a level of customer service as abysmal and disgusting as this company. Please note they outsource your work to a company that is even worse: We Repair. The company constantly cancels appointments. It is now 08 March and I called on the 22 December to repair my tenant's dishwasher. It took them two appointments to diagnose the issue. They then quoted double the manufacturer's price to order the replacement parts. When I told them I could get it for half price - they said their engineers would not fit my parts even though it was from the manufacturer. Instead, they wanted to charge in excess of 300 pounds and will not attend the flat if I order the parts themselves. The best part? They told me I could cancel my insurance with them if my problem was not fixed - now they are saying they will charge 50 pounds. Please do not ever use this company. They want your money and nothing more. I will be complaining to the FCA on the insurance part.”

Helpful Report

Posted 3 years ago

“Terrible Phoned them to fix my washing machine and been told I will pay 119 pound to fix it and insure it for 3 months. I paid 119 pound to this company to send someone to my house and say your washing machine is un repairable I phoned them back and asked for refund, they said 119 pound was just for diagnosis. So paid for nothing If you ask a consultant to visit your machine gonna be cheaper. 👎🏼👎🏼👎🏼👎🏼 Don’t waste your money”

Helpful Report

Posted 3 years ago

“Signed up for repair using new BIG policy. An hour or so later an appointment was offered 1 week ahead and when I rang to discuss this no answer in 25 minutes. Sent email requesting immediate cancellation of it all saying this was not acceptable. They soon rang back and suddenly they could come the next day but I was not willing to stay with them. In fairness they did cancel and refund the same day. However they did not cancel the policy at our request or state that we needed to do that ourselves, which we did manage to do a week later, within the 14 days cool-off. In our part of the world £79, let alone £119, is pretty much a standard labour cost for a visit so over and above the replacement benefit of the policy the economics are questionable.”

Helpful Report

Posted 3 years ago

“2 weeks ........ still waiting for repair 🤷🏼‍♂️”

Helpful Report

Posted 3 years ago

“I booked an engineer to come and look at our electric oven/gas hob. We were advised that some one would be with us within 48 hrs, a week later I contacted you to see what was happening?, some one called back and said an engineer would be with us soon , however the parts you would need would be £170,we had already paid £119.0the parts that we were told did not actually sound like the problem, we had no visit, we were charged for one , I wanted a refund , I was declined, it turned out we needed a thermocouple of which was £15.00. I am seriously not happy with your service!!!”

Helpful Report

Posted 3 years ago

“The engineer who visited was nice however, it turns out that they can't order parts for an oven if you don't have the model number. I don't have this because I live in a rented property - and neither does my landlord. Prior to the appointment, I was on the phone for almost 20 mins with customer services, and at no point did they tell me this. If I had known I likely wouldn't have bothered to book an engineer. That's £119 down the drain. They won't even re-open my case and I've asked them to twice as it would be worth the money if the engineer could attend to fit a new oven. Wouldn't recommend and wouldn't use again.”

Helpful Report

Posted 3 years ago

“Hi, I certainly won’t be using this company again. The guy came one day late because he was behind, and wanted to leave us until the very last call of the day, but which time it was evening. He was clearly trying to make as much money as possible in a day. So, not ideal. He came the following day, again after 6pm He was there for 5 minutes, took the 65 quid, told us it needed a new part, but didn’t seem interested in fitting it, or if it was not cost effective, actually fitting a new dishwasher for us. He messaged back the next day to let us know the cost, but that he couldn’t get the part. I didn’t bother replying, as he showed no interest in doing any further work, so I have written off the money, and put it all down to bad experience. However, i might set up my own business, pretending to be a repair man, charge a call out fee, tell them its broken and disappear into the sunset. Easy money!!!!”

Helpful Report

Posted 3 years ago

“After 3 months and half, i'm still waiting an answer regarding a spare parts already ordered and already paid. Called four times and all times they told me to wait or that i would have received a call back from a technicians or i don't know who.... Shame on you especially during this time of pandemic and regarding people who, still don't working, paid immediately the amount requested without receiving the service.”

Helpful Report

Posted 3 years ago

“They are a cowboy outfit pure and simple. They make promises they can't keep and refuse to replace like for like as promised I would never recommend such an unprofessional outfit to anyone at all Infuriatingly disappointing service”

Helpful Report

Posted 3 years ago

“I have been very disappointed with the service I have received from this company and despite my repeated attempts at phoning and asking for help I have been let down badly. I applied to have my dishwasher repaired in October. The job was sent to Capital Repairs who sent over a repairman. This man looked at my dishwasher , quite grudgingly, turned it on and let some water flow into the dishwasher. He then told me that I would need new parts and that the office would contact me. He took a picture of my dishwasher and left. A few days later I started receiving e-mails and phone calls from Capital Repairs to say that the pictures that the engineer sent were not of good quality and then they started asking me to send pictures of codes. This went on for over two weeks. Finally, they said they were ready to order. I paid for the parts and then followed a wait of around a week. The same repair man came to my house as previously, I was not present at that time and my son was home. He walked in and was annoyed straightaway. He said that why hadn't we taken the unit door of before. He opened the dishwasher and as there was a little water from the last time, he had put it on. He said that he was not going to fix the dishwasher as the water smelt. He started swearing and told my son that when we had taken the door off and taken out the water he would come and replace the parts. He left the new ordered parts in my house and left. I then phoned Capital Repairs and Go Assist about the shocking treatment. Capital Repairs apologised and confirmed they would send me a different repair man. The repairman was booked in for Wednesday. On Wednesday afternoon, I received a phone call from Capital Repairs to say that there was a family emergency so my repair man could not come. It was booked for Friday. On Friday I phoned up in the afternoon and was told , oh sorry there was a booking error and now they had booked a repairman for Monday. On Monday, I was waiting and phoned in the afternoon again to be told, oh sorry there had been an administrative error and the job had not been booked. I was very angry at this point and the lady dealing with my call said that she would get a repairman to come to my house today. The repairman did come. At this point- I learnt how to unclip the door of the unit and made sure there was no visible water in the dishwasher so that there would be no excuse! The repairman looked at the dishwasher for a minute and said that he could not repair the dishwasher here and that now it would have to be taken to the workshop. I was angry on why this was the case. The repairman said it was the fault of the previous repairman as he had not done his job properly. The date given to me to collect the dishwasher was in 10 days. I then phoned Go Assist to complain about this. The gentleman I spoke to said he would look into the matter and phone me back. I did receive a phone call back which I missed the next day. I promptly phoned back and spoke to another customer advisor. He said he would look into my case and then told me that he looked at my case and the reason why Capital Repairs could not fix my dishwasher was because there was water in my machine which I did not drain!!! At this point I stated that I was cancelling my policy! I have attached the receipts from Capital Repairs and also a video of my dishwasher so that you can see there is no visible water in my dishwasher. Go -assist are refusing to pay me any money back. Please don't use this company!”

Helpful Report

Posted 3 years ago

“Terrible experience. I'm a landlord and booked them to check the tenant's freezer. The engineer showed up for 5 minutes, says that he didn't have the right tools to open up the freezer to determine gas type and there wasn't a model number. He said he will pop back in but never did. 2 weeks later I rang up and was told "the freezer was of the wrong gas type" and I would get a full refund. Then I got a call 30 minutes later, saying that the engineer was onsite and asked for a payment for parts??!!! I thought things have been turned around and paid for the parts. This is where things went beyond belief, a few hours after I paid for the parts I received an email saying the extra parts payment has been refunded. I queued over an hour to finally get on to customer care team (note that they put you on Customer Service queue first then explain Customer Care is a different team, jokers). I was told the following: - The second charge (for parts) was a mistake, it was for a different customer hence they refunded it. - The will not refund the call out charge for the first one because the "freezer gas is too old" - although the engineer said he didn't know the model number and didn't have the tool to open the freezer to determine gas type onsite. Clearly it was a made up report to save him a return visit. So all in all, I lost £79 call out charge. Not a big deal for a landlord but shows you how little control the company has over his contractors. Avoid like plague.”

Helpful Report

Posted 3 years ago

Go Assist Ltd is rated 4.0 based on 1,340 reviews