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

“So where to start ! The process of buying the cover was great , straight forward . Good start I thought . That has rapidity changed today after breaking down on my motorbike . Lovely day , thought a ride out is inorder . Ended up visiting a friend. Went to start my bike , it wouldn’t start . Called for recovery , told 60- 90 minutes . 90 minutes later nothing ! Called again to be told someone will contact me . 60 minutes later I called again to be told it’s busy . I asked if the bike needs to be recovered where would it get recovered to as the garage Is closed . I was asked if I could leave the bike where it was until they could arrive but he didn’t know when that would be as they are busy . I informed him I need to get home so was told I could book a slot for tomorrow morning . What’s to say your not busy tomorrow even though I’ve booked a slot ! Seems ridiculous you have to book a slot when you’ve broken down , the clue is in the name start rescue ! I have paid for a service , but it turns out I have to accommodated that service ! I’ve now had no option to returned home without my bike , I’ve had to borrow transport to get home . One unhappy customer !”

Helpful Report

Posted 3 years ago

Dear Antony, thank you for taking the time to leave a review. We are sorry to hear you were disappointed with the time taken to assist you, unfortunately our Recovery Operators were exceptionally busy at this time and we were not able to allocate assistance before your requested garage closed. I can see that you were assisted within the prebooked timeframe you requested the next day when we had more Recovery Operators available. If however 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 3 years ago

“After being 1+ year with them I needed them first time 2 days ago.The msot terrible experiencewitha breakdown company sofar. I've been waiting for 2 hours in the side of the road in freexing temperature for them to come. Because all thegarages were closed, by the time they arrived, they only recovered me to the home and today I had to rearrange a new transfer to the garage. For some reason they insist to drop only the car without the driver, they called the garage and because we hadn't booked an appointment with them (something that I never was told) they refuse to make the transfer and while I called them trying to find a solution they hanhed up on me (deliberatelly.the guy confirmed that when I called back). I 'm cancelling the policy today.”

Helpful Report

Posted 3 years ago

Dear Customer, we are sorry to find your comments about your breakdown assistance. A supervisor from the Breakdown Department will be in contact with you shortly to investigate this. However if there is anything further we can assist you with in relation to your policy then please contact our Customer Service Department. 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

“Not amused, I have three pending amounts in my account instead of just one for £107.44 the cost of my renewal, so for all intents and purposes my account is over £200 down. Your operative told me they have had a problem with the website which is all very well but why should I have to try and sort this out, I can do without this sort of pressure finances are difficult enough without your help.”

Helpful Report

Posted 3 years ago

Dear John, we are sorry to find your comments. I can see that you have spoken to a colleague about the situation who has advised that your bank will automatically release the pending payments after 7 days. This can be expedited by contacting your bank as we do not have the authority to request this for you. If there is anything further we can assist you with then please contact our Customer Service Department. 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

“this year I received no notification of my renewal until this email asked for my feedback. The payment has been taken out and there is nothing I can do except start a new policy costing even more money. I have been with Start rescue since 2014. I am not happy about this”

Helpful Report

Posted 3 years ago

Dear Susan, to ensure our customers are fully aware of the renewal approaching we do send a renewal quote via email 30 days in advance. Upon review we have found the emails sent may not have been successful in reaching you. To ensure we have the correct information for you, a member of our Customer Service Department will be in touch shortly. If you would prefer to contact us, or arrange this for a specific time, 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

“No email received giving details of policy or contact, have checked junk mail. Policy doesn’t start for couple of days so if no follow up before then I will consider cancellation and refund”

Helpful Report

Posted 3 years ago

Dear Martin, we're sorry to find your comments. A Startrescue colleague will be in touch shortly to look into this with you and try to find a solution. With best wishes, the startrescue.co.uk team.

Posted 3 years ago

“As they have only taken money off me and provided me with no practical service leads me to believe they are looking for positive feedback to use to mislead coustomers on there overall service.”

Helpful Report

Posted 3 years ago

Dear Mr Carroll, Many thanks for taking the time to provide your feedback. The invitation you received from us inviting you to leave a review is in relation to your purchase experience only, this is to help us monitor customer satisfaction. If you were to make a claim under your policy, you will be invited to leave another review based on the assistance you received following your breakdown. We hope this provides some clarification, however, if you do want to discuss this further then please don't hesitate to contact a member of our Customer Services Team on 01206 655 000, Live Chat or Online Contact Form.

Posted 3 years ago

“I have not renewed with start Rescue I cancelled my renewal due to start on 7th February. If you take payment it will be Fraud. I have chosen not to renew because you are more expensive for my little car than my partner pays for his van.”

Helpful Report

Posted 3 years ago

Dear Ms Bastin, we are sorry to find your comments and to see that we have lost a customer. I have seen that since you left this review, you have contacted our Customer Service Department and have resolved this issue. If you still have any concerns, please feel free to contact our Customer Service Department Monday - Friday 08:00 until 18:00, Saturday 09:00 until 17:00 and Sunday 11:00 until 17:00. 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

“After a 17.5% premium increase (when my risk profile has reduced!) am still waiting (20 hours) for a supervisor callback supposedly in 30 mins”

Helpful Report

Posted 3 years ago

Dear Marcus, we are sorry to find your comments. If you would like us to investigate your experience further for you, please contact our Customer Service Department. 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

“We have still not had an email with our policy documents as promised twice yesterday. But you managed to send us a review email!!”

Helpful Report

Posted 3 years ago

Dear Philip, We are sorry to see that you have not yet received your documents. We will endeavour to get these sent to you as soon as possible. As a reminder, your documents are able to view and download online in your Customer Lounge at any time. If you have any further questions, please don’t hesitate to contact our Customer Service Department. 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 for recovery policy last Monday and have to phone three times chasing up email.The money was taken from my account straight away & this review our service email also received. When I rang I was asked to add startrescue to my contacts which I did.Still nothing so rang again & was told you would send out paper work in the post & also email. I rang for a third time today & spoke to a girl who I think was drinking her tea while talking to me.She said there was a problem with iCloud email & that my paper work might go out today as they don’t normally post things out!! I then decided to cancel the cover I had purchased as have no faith in the company at all.”

Helpful Report

Posted 3 years ago

Dear Jayne, we are sorry to find your comments and to see that we have lost a customer. If you would like to investigate your experience further for you, we would be grateful if you could contact our Customer Service Department Monday. 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

“Did not wish to renew”

Helpful Report

Posted 3 years ago

Dear Helen, we're sorry to find your comments. If you believe your policy may have automatically renewed then we would like to request that you contact our Customer Services Department so that this payment can be refunded. Our Customer Service Department is open Monday - Friday 09:00 until 18:00, Saturday 09:00 until 17:00 and Sunday 11:00 until 17:00 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

“I am not very happy because I don't have a printer and you won't send me documents in the post”

Helpful Report

Posted 3 years ago

Dear Sally we're sorry to find your comments. To confirm, your policy documents are available to view and download in your Customer Lounge on the startrescue.co.uk website as soon as you purchase or renew your policy. If you are experiencing trouble with your Customer Lounge, our Customer Services Department is open Monday - Friday 08:00 until 18:00, Saturday 09:00 until 17:00 and Sunday 11:00 until 17:00 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

“I did not choose to renew my policy because Start Rescue significantly inflated my premium (by 80%) although I've been a long-term customer with no-claims record.”

Helpful Report

Posted 3 years ago

Dear Georgios, We are sorry to find your comments and to see that we have lost a customer, please be advised that we always reward our loyal customers by applying a loyalty saving at the point of renewal. If however you are still unhappy with the price then we ask that you contact a member of our Customer Services Team so we can see if there is anything further we can do 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

“Not a very good experience really! Have cancelled policy I took out yesterday. Took X2 payments for x1 policy, and having spoke to customer services; didn’t resolve the issue.”

Helpful Report

Posted 3 years ago

Dear Customer, we are sorry to find your comments and to see that we have lost a customer. If you would like us to investigate your experience further for you, we would be grateful if you could contact our Customer Service Department. 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

“I did not receive any renewal notice and had to rejoin as a new customer.”

Helpful Report

Posted 3 years ago

Dear Frank, please be advised that we send your renewal quote via email 30 days before your renewal is due. Within this quote is a link to log into your Customer Lounge where you can view, amend and renew your policy. If you did not receive this email, we would like to request that you contact our Customer Services Department so that we can check the information we hold for you is correct. Our Customer Services Department can be contacted on 01206 655 000 Monday - Friday 09:00 until 18:00, Saturday 09:00 until 17:00 and Sunday 11:00 until 17:00 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

“I took the leap to leave AA after many years having read great reviews of Start Rescue. However, I have received a request to review Start Rescue before the email to confirm my membership has even been sent. I have nothing to review but note poor communication and no joined up approach. Not a good start.”

Helpful Report

Posted 3 years ago

Dear Halena, thank you for taking the time to comment and leave a review. We would like to investigate your experience further for you, and would be grateful if you could contact our Customer Service Department if there is anything further our team can help you with. We are open Monday - Friday 08:00 until 18:00, Saturday 09:00 until 17:00 and Sunday 11:00 until 17:00 with best wishes, the startrescue.co.uk Team

Posted 3 years ago

“Start Rescue has an admin system which is unfit for purpose. Despite renewing online with my up to date credit card details they tried to debit my old card instead, even although I could see the pending transaction on my new card. As a result of being unable to take payment from the wrong card they simply cancelled my policy, notified me by email that renewal had failed (no reason given) and included a link to my policy which was unusable as the policy was already cancelled by them as a result of their own failures.The pending transaction on the new card was simply to validate the card details even although they were never going to debit that card anyway! Their customer service rep doesn't see anything wrong with this sequence of events! I have been with them for a number of years and expect better service than this. Beware auto renewal: if your card details change then you may find yourself unceremoniously dumped as a direct result of a system which is totally unfit for purpose.”

Helpful Report

Posted 3 years ago

Dear Allan, we are sorry to find your comments. We are also sorry to see that you had difficulty renewing your policy. If you would like for us to investigate further please contact our Customer Services Department, 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. We are open Monday - Friday 09:00 until 18:00, Saturday 09:00 until 17:00 and Sunday 11:00 until 17:00. With best wishes, the startrescue.co.uk team.

Posted 3 years ago

“I am unable to review START as the policy only starts today and the measure will be how they respond should I need them”

Helpful Report

Posted 3 years ago

Dear Robert, thank you for taking the time to comment and leave a review. At this stage we invite you to leave a review to help us monitor our customer satisfaction about how you found the purchasing experience. If you make a claim under your policy, you’ll have another opportunity to review our assistance service. Best wishes, the startrescue.co.uk team.

Posted 3 years ago

“Not received any login details. Can’t get through on phone to ask”

Helpful Report

Posted 3 years ago

Dear Ed, we're sorry to find your comments. In order to look into why you haven't received your policy login details, and to check that your contact details are correct, please don’t hesitate to contact our Customer Service Department Monday - Friday 08:00 until 18:00, Saturday 09:00 until 17:00 and Sunday 11:00 until 17:00 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

“Price increase and service reduction (removal of legal protection).”

Helpful Report

Posted 3 years ago

Dear Janet, We are sorry to find your comments, please be advised we are not able to offer free legal protection due to a change in legislation. We do always reward our loyal customers by applying a loyalty saving at the point of renewal. If however, you are still unhappy with the price then we ask that you contact a member of our Customer Services Team so we can see if there is anything further we can do for you. Our Customer Service Department is open Monday - Friday 09:00 until 18:00, Saturday 09:00 until 17:00 and Sunday 11:00 until 17:00 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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