I first contacted Go Assist on Wednesday 6 April regarding my oven extractor fan which was not functioning. I had discussed the options of the services offered by Go Assist with Catherine. As I selected the package which included Insurance cover, Catherine advised me that my payment would include all aspects of the service: including labour, the repair, and replacement of any parts for the extractor fan. I was also advised that there would be no further payment to be made by myself. I was also informed by Catherine that, based on my coverage option, if required, I would be offered a replacement of a 'like for like' equipment where required. I was offered further discounts and a subscription to their Home Cover. On this basis, after comparing service offered by other companies, I proceeded with procuring the service of Go-Assist as it all seemed a good offer. The technician visited on 8 April (for 5 minutes of diagnostics) and advised that he could not complete the repair as he did not have the required parts. He advised he will need to submit a report to his office for the parts to be ordered. I was, however, very confused GoAssist informed me that I was required to make further payments for replacement parts for the repair. My understanding was that I had no further payments, based on my initial conversation and agreement with Catherine. Subsequently, after speaking to another advisor at Go Assist, and reviewing the information I received in an email regarding costs and payments required, I have now come to understand that I was misled, and the information provided to me by Catherine at the point of purchase on 6 April was very inaccurate. In addition reviewing the Big Warranties’ (the part of the business that handles the Warranties and Insurance) terms and conditions, clause 13 under Section 6 'What is not Insured' states that the policy does not cover 'Any pre-existing fault prior to You taking out this insurance.' My call to GoAssist/Big Warranties on 6 April clearly stated that the extractor fan required a repair as it was not working so clearly had a fault. My purchase (and full upfront payment) of the service and insurance warranty was on the advice of the sales representative that the policy would cover the labour, repair, and replacement parts of my extractor fan. Why was I then sold insurance for an appliance that I reported as needing repair, especially if it does not align with the policy's conditions? Based on the details outlined above, I believe I was mis-sold a repair service and insurance policy from Go Assist/Big Warranties and consider this to be a concerning breach of regulations and consumer trust. I have made a request for the recording of the several conversations I had with Catherine on 6 April to be reviewed in line with the escalation route. I have also requested a copy of the recording and transcript to be provided to me. I would recommend that others request this if in doubt. As one reviewer on another review site has rightfully mentioned in relation to GoAssist: 'The Misrepresentation Act 1967 is an Act which governs English contract law in the United Kingdom in situations where misrepresentation is involved, prior to parties entering into a contractual agreement. A misrepresentation can be considered to be a false statement of fact which prompts an individual to enter into a contract on the basis of that false statement. Misrepresentation can be established with three different types of statement. These are fraudulent, negligent and innocent misrepresentations and are often considered tiered in terms of severity by the courts.' This still has not been resolved. I have also been informed by GoAssist that I am not eligible for a refund, but have made a request for the call logs to be reviewed in their entirety (as the response initially received reflected only a partial review of the conversation).