Rightio.co.uk

Please stay away! They take advantage of the fact that you're facing an emergency!
They promised to visit the same day, they didn't. Had to chase them and they eventually showed up the following day, but forgot a form they needed so had to come back the day after.
They broke the tiles to find the leak, but did not find it nor fix anything and charged me £523 for a job that was never completed. Had to call another plumber who was able to fix it in an hour and confirmed that there was absolutely no need to damage my tiles to find the leak
I complained and had to chase them for 3 months for a reply, they kept ignoring until finally they came back saying they will not refund a penny. This is despite me submitting all relevant documentation to support my claim including an official report from the second plumber.

I have had an awful experience with Rightio. The technician was late (as per his call he was 1.5 hours late) but that is standard so wouldn't have warranted a complaint. However their technician was appalling, inept and did not check the boiler was working prior to leaving - which it was not.

I then had a helpful customer service assistant who arranged for the technician to come out to check if the boiler failure was due to his input.

After taking time off work the technician never turned up and after calling and being told repeatedly he was on his way within 10-15 minutes I was eventually told on my final of many calls that he wasn't coming (6 hours later). Customer service was appalling and there were absolutely no apologies or explanation for the non appearance.

The appointment was rebooked for the next day. I received a call mid morning (2 hours into his appointment allocation) to say that the technician felt the issue couldn't be down to him and he would charge a call out fee.

I queried this with customer services and the service was again appalling to the point that when I complained they hung up the phone on me. I was in no way rude and found this completely unacceptable. I've never experienced poor customer service on this extent prior.

Eventually a different technician attended and fixed the boiler at no charge.

I cannot strongly enough discourage anyone from using this company. A bad technician is one issue but the unprofessional customer service is a stronger reason for giving this company a wide berth.

1. Hiding vat in quoted prices. When asked for price including vat agent wasn't able to provide answer.
2. Overall quality of the customer service is atrocious. Promised to call with an update on parts - had to call them twice myself to get any information. Seems they can't event get in touch with the engineer to get basic updates! Not to mention being plain rude.
3. Said I will not get charged anything until job is done, yet got my card details over the phone for security (fair enough) and then again charged my Mrs card by engineer! This is the point when I realized this company is half scam half amateur circus.
4. Engineer was a bit of a joke. On the first call he didn't event inspect the boiler properly, decided 2 parts need changing. Yet when it came to replace them he realized that there is a part that needs cleaning. I can bet any money that if he had checked that on the first visit this would have fixed the issue. But hey, they got to charge 2 hours and parts, right?

This is pretty much the summary I've sent them as well.

I made the initial phone call and Rightio insisted on having someone meet them on site despite giving payment details and access instructions and you kept the person waiting on two appointment dates. I even told you how to access the property.
You company deserves to get a large ZERO

I dare say you will need to get all your plumbers and admin writing review for you as that is obviously the way Righio does things. Totally disrespectful of the client / trade contract.

On the initial appointment Michael explained very clearly what the problem was. On hearing that we were only in the area (visiting our son) for a couple of days, he quickly checked that the parts were available and arranged for the work to be done the following day while we were still around. He arrived at the time expected and worked very cleanly and efficiently all the time explaining to us the work involved so that we understood what was going on. When he'd finished, he cleared up so that there was no tidying up for us to do. A really nice chap who obviously knew exactly what he was doing which gave us complete confidence in him.

Fast response to my initial call (the lady I spoke to was REALLY helpful). Being kept informed, initially with broad time frame for arrival and then of imminent arrival is very reassuring. Friendly, knowledgeable chap (Mark) turned up, offered solutions to my problem so I could make an informed choice and then did the job quickly and efficiently (those two words are different). He left me confident that signing up to your plumbing Care Plan was the right thing to do (chatting whilst working to make sure I fully understood what the plan did and didn't cover). Once I've replaced my central heating boiler later in the year, I'll sign up to one of your heating plans too.