Name: Start Rescue
Address: Axis CourtNorth Station Road, Colchester
Rating: 4.66

“I do not remember asking you to automatically renew my insurance without offering me the opportunity in advance to consider renewing I am not happy and will be contacting the insurance ombudsman on this matter”

Helpful Report

Posted 2 years ago

Hi Bruce, thank you for your time on the phone a moment ago, as mentioned we can see you enrolled into automatic renewal when you purchased the policy online, we also reminded you that we sent you an email 30 days prior to your policy renewing. We were glad to of had the opportunity to discuss this with you. If however there is anything further we can help with then please don't hesitate to get in contact with us. Best wishes the startrescue.co.uk team.

Posted 2 years ago

“Good price and v helpful telephone assistance, - but I was charged twice by Start (2 pending debits showing on credit card). Apparently I am not alone...”

Helpful Report

Posted 2 years ago

Hi James, we're sorry you encountered two pending transactions we understand we have since spoken to you and had the opportunity to resolve the matter, if however there is anything else we can help with then please don't hesitate to contact us. Best wishes the startrescue.co.uk team.

Posted 2 years ago

“I cannot review a product that as yet I have not used, thankfully, The process of buying and so far customer service seems good but that is as far as I can go.”

Helpful Report

Posted 2 years ago

Hi Peter, at this stage, the invite for you to leave a review is based on how you found the general service, so we're glad to see you've found the process and customer service good, please note you will have the opportunity to review us again should you ever break down in the future. Best wishes the startrescue.co.uk team.

Posted 2 years ago

“Only joined 18 hours ago. Nothing to report.”

Helpful Report

Posted 2 years ago

“I have renewed with you this time but will not be doing in the future as you make your existing customers feel like they are getting a bargain but actually they are not . My husband was with you also but he as gone elsewhere as he as got everything the same as I get but for £25.00 and I’ve just paid £40 and some pence for mine and I’ve been a customer for quite a few years now so loyalty obviously means nothing . But I will be joining him next year”

Helpful Report

Posted 2 years ago

Hi Karen, we're sorry to find your comments and to hear you feel this way, we always reward customer loyalty by applying renewal savings, however, we always welcome customers to get in touch with us if they are dissatisfied with their quote, we will always look to see if there is anything further we can do. We have attempted to call you today to discuss this, however, have been unsuccessful. We will attempt to call you later this afternoon, however, please don't hesitate to get in touch with us. All contact options are detailed within the 'Contact' section on our website, you can even provide your details through the website and we will contact you at a time to suit you. Best wishes the startrescue.co.uk team.

Posted 2 years ago

“Quite annoyed actually. Price has shot through the roof, so I cancelled automatic annual renewal in my account settings because I had seen a policy half the price elsewhere, but Start Rescue took the renewal payment anyway. I will be cancelling my debit card next year so they cannot do this again and I WILL be going elsewhere because they have now become far too expensive. 0/10 - not happy one bit!!!”

Helpful Report

Posted 2 years ago

Hi Peter, thank you for your time on the phone the other day, we explained to you that the reason your payment was still taken was due to you being enrolled in automatic renewal, and the payment came out for your new policy before you went into the customer lounge to disable the automatic renewal protection. We were glad we had the opportunity to clear up the misunderstanding, if however there is anything further we can help with then please don't hesitate to contact us. All contact options are detailed within the 'Contact' section on our website, you can even provide your details through the website and we will contact you at a time to suit you. Best wishes the startrescue.co.uk team.

Posted 2 years ago

“Took motorhome insurance out to be told next day you don't do motorhome insurance, yet you came up on a comparison site which was what I bought through.”

Helpful Report

Posted 2 years ago

Hi Lee, sorry for any inconvenience caused, and thank you for bringing this to our attention for us to be able to review. Best wishes the startrescue.co.uk team.

Posted 2 years ago

“I purchased the breakdown cover and it all seemed ok until I checked my bank account and saw that you had charged me twice. I contacted you via phone and webchat and you not only didn't recognise that this was a mistake, but you didn't give me a clear way to solve this. You only asked me to send an email to the customer service team and wait for an unspecified period. I found this unacceptable and I requested the cancellation of my policy straight away. You said ok but I needed to send the email anyway because you were not aware of any issue with the payment (or double payment) and so the team would take some time to look into it. You were very quick charging me (and doing it twice), but you seem in no rush to give me my money back, you are a joke of a company, left you a bad review in Trustpilot and I will make sure that no one I know ever uses your service.”

Helpful Report

Posted 2 years ago

“2 payments for the same policy where taken out of the bank account”

Helpful Report

Posted 2 years ago

Hi Luke, Thank you for bringing this to our attention, we're sorry for any inconvenience this has caused. A member of the team has emailed you requesting information from you in order to investigate this further. Best wishes the startrescue.co.uk team.

Posted 2 years ago

“In 2011 year I joined with your firm, I have only used your services for jump- start twice without your other services. Unfortunately my price always go up each year. It is absolutely unfair to me.Your firm should give me the no claim bonus and discount for next year.”

Helpful Report

Posted 2 years ago

Hi Dr He, thank you for taking the time to comment and leave a review, we're happy to see you've been such a long-standing customer of startrescue.co.uk, your loyalty is greatly appreciated. We would like to take the time to clear up any confusion, with the information we have we have found that since 2016 after applying your renewal savings and loyalty discount your policy has decreased in price with the exception of 1 year, that year your policy increased by less than 90 pence. To confirm, our premiums are based on the age of the vehicle, our vehicle age categories are as follows: 0-5 years, 6-10 years, 11-15 years, 16-19 years and 20 years plus. We will continue to reward your loyalty by applying renewal savings at the renewal stage each year, however, if you are ever dissatisfied with your quote then please get in contact with us. We hope this has provided some clarification, however, if there is anything else we can help with then please don't hesitate to contact one of our friendly representatives. All contact options are detailed within the 'Contact' section on our website, you can even provide your details through the website and we will contact you at a time to suit you. Best wishes the startrescue.co.uk team.

Posted 2 years ago

“I have not wished to renew as I did not need to. To date I have been ignored and unanswered. Very poor and invisible service and then asked to complete a survey- what a joke. If some corrective action is not taken I will report to Which?”

Helpful Report

Posted 2 years ago

Hi Barrie, thank you for your time yesterday on the telephone, we're happy we were able to clear up the misunderstanding on this occasion. Your policy was not renewed but a new policy was purchased in late April through a price comparison website. We provided clarification that the message you sent to our Team was responded to within 24 hours and resolved to your satisfaction. We also advised that the feedback survey was sent to you following the purchase of this policy. If there is anything else we can help with then please don't hesitate to contact one of our friendly representatives. All contact options are detailed within the 'Contact' section on our website, you can even provide your details through the website and we will contact you at a time to suit you. Best wishes the startrescue.co.uk team.

Posted 2 years ago

“Thought I was being rewarded as a loyal customer with the renewal price being the same as last year With auto renewal you expect the same cover but legal cover was taken off without being told You have now lost 4 family members as we were all driving without full cover We can get the same cover for half the price elsewhere”

Helpful Report

Posted 2 years ago

Hi Jean, we're sorry to find your review, we attempted to contact you earlier to discuss your comments, however, were unsuccessful. Upon review we can see you have an active policy with us, having renewed via telephone in March. We would like to clear up any possible misunderstanding as we can see from your policy you have had continuous breakdown cover with startrescue.co.uk since your original start date. The decision to remove the Legal Expenses Insurance product was not ours, due to changes within the motor industry we are no longer able to provide this. Please also be advised that there was a renewal savings applied to your policy this year, however, we always welcome customers to get in contact with us if they are unhappy with their quote, we will always look to see if there is anything further we can do. We hope this has provided some clarification, if however there is anything else we can help with then please don't hesitate to contact us. All contact options are detailed within the 'Contact' section on our website, you can even provide your details through the website and we will contact you at a time to suit you. Best wishes the startrescue.co.uk team.

Posted 2 years ago

“Haven't purchased, just a forced renew without the option of cancelling. Difficult process but I will be cancelling asap”

Helpful Report

Posted 2 years ago

Dear Christopher, upon review we can see that your policy was not set to automatically renew and as such you have recently set the policy to renew online via your Customer Lounge. If you have changed your mind and wish to cancel then please don't hesitate to contact the Customer Service Team via telephone on 01206 655 000, Live Chat or Online Contact Form a member of our Team can process the cancellation for you. Best wishes. The startrescue.co.uk Team

Posted 2 years ago

“TAKE CARE WITH THESE CADS When purchasing multi vehicle policies, please make sure you screen print every page that you visit, because as soon as you accept the quote (which they won't send by email) through a link, the quote will disappear for you never to see it again, then when the actual policy comes through you may have vehicles omitted (as in our case), still waiting for a response after 2 days, not impressed so far”

Helpful Report

Posted 2 years ago

Hi Martin, we're sorry to find your comments of dissatisfaction with our quotation process. The quotes we provide via email include the price discussed along with a link through to our site confirming the details of the quote, (vehicle/persons) to be listed on the policy. There is also a confirmation of how long the quote will be valid for displaying the date and time when it will expire and no longer be valid/actionable. Our quotes are only available for 7 days guaranteeing the price that was discussed and provided in the quote providing our customers with a fair opportunity to proceed with the quote, we do this to ensure that any change in premium after you quote has been provided does not affect your quote during this time. We can see from our records that you have in fact received multiple quotes, all of which have now expired and are no longer available to be progressed. We hope this has provided some clarification. if however there is anything else we can help with then please don't hesitate to get in touch. All contact options are detailed within the 'Contact' section on our website, you can even provide your details through the website and we will contact you at a time to suit you. Best wishes the startrescue.co.uk team.

Posted 2 years ago

“I have been with you for a few years now and I am still not sure of what I am covered for”

Helpful Report

Posted 2 years ago

Dear Kevin, thank you for taking the time to leave a review. We've arranged for a member of staff to contact you and confirm what your policy entitles you to, your policy documents can be viewed, downloaded, or emailed to yourself through your Customer Lounge via our website startrescue.co.uk. If there is anything further, we can help you with then please don't hesitate to contact the Customer Service Team via telephone on 01206 655 000, Live Chat or Online Contact Form for us to arrange a call back for you. Best wishes. The startrescue.co.uk Team

Posted 2 years ago

“I could not find out how to prevent my card renewing from the website, and am annoyed that they have now billed me for another year.”

Helpful Report

Posted 2 years ago

Hi James, were sorry to find your comments. Thank you for taking the time on the phone a moment ago with one of our representatives, I understand they have now cancelled and refunded your policy. If there is anything else we can help with then please don't hesitate to contact us. All contact options are detailed within the 'Contact' section on our website, you can even provide your details through the website and we will contact you at a time to suit you. Best wishes the startrescue.co.uk team.

Posted 2 years ago

“This is all I’ve had from you, no policy number , no login details, no number to call if I do breakdown!”

Helpful Report

Posted 3 years ago

Hi Emilia, thank you for taking the time to comment and leave a review. From looking into this we can see the original email address on your policy was an email address that is currently being affected. There is a third party that is experiencing a technical issue, and as a result our outbound emails are now being affected from time to time. We are currently looking into other solutions to ensure our emails reach our customers. We can see you have now changed your email address and all communications have been sent through to you, and have been read. We hope this provides some clarification, however if there is anything else we can help with then please don’t hesitate to contact us, one of our friendly representatives will be happy to help. All contact options are detailed within the 'Contact' section on our website, you can even provide your details through the website and we will contact you at a time to suit you. With best wishes, the startrescue.co.uk Team.

Posted 3 years ago

“Paid £25 and have received no info, no confirmation email and no policy docs with a policy number. I think this may be a scam. Avoid.”

Helpful Report

Posted 3 years ago

Dear Martin, were sorry to find your comments, following on from your review we have found that you have since spoken to one of our Customer Service Representatives who has re sent your documents to a different email address. The reason for your first email not reaching your iCloud account is due to third party preventing emails reaching iCloud accounts. We are currently implementing a process to ensure our customers receive all our communications. We are sorry for any inconvenience caused, however we hope we have reassured you that you're in good hands with startrescue.co.uk With best wishes, the startrescue.co.uk team.

Posted 3 years ago

“Paid for policy received nothing yet been asked to review service”

Helpful Report

Posted 3 years ago

Dear Customer, thank you for taking the time to comment and leave a review, we are sorry if your email confirmation has not reached you yet, a customer service representative will be in touch with you shortly to try and find a solution. With best wishes, the startrescue.co.uk team.

Posted 3 years ago

“Auto renewed without giving any prior notice Very disappointing”

Helpful Report

Posted 3 years ago

Dear Arron, we're sorry to find your comments. To confirm, we always send a renewal notice via email 30 days before your renewal is due. If you would like to cancel your policy, please contact our Customer Services Department so that this can be arranged for you. All contact options are detailed within the 'Contact' section on our website, you can even provide your details through the website and we will contact you at a time to suit you. With best wishes, the startrescue.co.uk Team

Posted 3 years ago

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