Go Assist Ltd Reviews

Name: Go Assist Ltd
Address: Richmond HouseRichmond Hill, Bournemouth
Rating: 4.02

4.0 Rating 1,309 Reviews

77 %

of reviewers recommend Go Assist Ltd

Company Reviews

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4.0

Based on 1,309 reviews


Shipping & Delivery
Delivery Methods	Postal Service
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	3.7 out of 5
Returns & Refunds
Refunds Process	Difficult

Visit Website

Phone:

0800 8654111

Email:

customerservices@go-assist.co.uk

Location:

Richmond HouseRichmond Hill
Bournemouth
BH2 6EZ

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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

“Not happy at all took my callout charge for just diognise the problem because I decided to buy a new appliance after hearing the cost of parts from them I cancelled my policy which I had taken but they took money from my account as one off call out charge. Yes cancelled the policy with them but they did charge me £130 for call out . When I changed my mind to have it repaired instead of buying new appliance and phoned them they asked me for onother fee of £ 79 and have the policy as well. Instead fulfilling their obligation of repairing my appliance they are now asking for £ 79 and a new policy cover. The company has no understanding at all they are only after money.”

Helpful Report

Posted 2 years ago

“They harass constantly by text phone and email, don’t give them your info unless you truly want to be pestered by them! They’re very expensive too, suggest finding someone local who won’t rip you off..”

Helpful Report

Posted 2 years ago

“Shocking rip off merchants. Take you money without any correspondence. Avoid avoid avoid”

Helpful Report

Posted 2 years ago

“I requested a quote via Go Assist for an electric oven repair. Didn't take me long to find a more competitive quote elsewhere, and after reading the reviews on here decided to avoid. In the end got my oven fixed by a local independent appliance engineer who was excellent. Since requesting a quote have received voluminous texts from them pushing me to book an engineer and with offers, so I unsubscribed. However, received another text from them this morning so have reported to the ICO.”

Helpful Report

Posted 2 years ago

“Our Cannon cooker suffered a failed thermocouple, so we took out a year's maintenance contract with GoAssist. After a series of ineffective, and sometimes badly delayed, visits, over a period of 4 months and after the expenditure of over £500, the cooker was in a worse state than when GoAssist first touched it. At this stage, we cut our losses and ordered a new cooker. We then suggested to GoAssist that we were entitled to some sort of a refund. We received a half-hearted apology and a blank refusal to refund anything - they are so mean they did not even offer to refund the outstanding part of our year's subscription! It would seem our experience is not unprecedented - the company obviously has some sort of a problem that they are not facing up to.”

Helpful Report

Posted 2 years ago

“They missold insurance cover, just took (stole) £125, I am so angry. Charged me to cancel my policy. DO NOT USE THEM”

Helpful Report

Posted 2 years ago

“Paid a call out fee for someone to come out for 2 mins to tell me what I already knew ,then had to wait for someone else to come do repair after I’d paid more for parts then sold insurance that doesn’t cover the future repair”

Helpful Report

Posted 2 years ago

“Absolute rip off. Charging me for parts that didn't fix the problem even though I had been led to believe that they would be refunded. Parts were not installed in my machine and were taken away - smacks of theft to me if I have paid for them! Avoid at all costs as Customer Service Managers won't come to the phone and emails get fobbed off. Trading Standards next step for me if I don't get my money back but make it easy on yourself and go elsewhere!”

Helpful Report

Posted 2 years ago

“Avoid. Booked a repair online and was led to believe it would be on the 9th. Heard nothing by midday so called only to be told it was booked for the 13th and I should have received a text to tell me that, but I hadn'. The lovely young lady I spoke to, Grace, simply proceeded to tell me I should have read the ts and Cs and that it was the 13th and that was that. She spoke over me and would allow me to finish a sentence, then hung up on me because apparently I was being the rude one! Absolutely no customer service skills whatsoever so be warned if anything goes wrong, they will not be interested in helping you. They clearly don't train the 'customer service' team at all.”

Helpful Report

Posted 2 years ago

“I too had money taken from my a/c without prior notification. Should be reported”

Helpful Report

Posted 2 years ago

“Money taken from my account without my knowledge!”

Helpful Report

Posted 2 years ago

“£29.99 taken from my bank account today I contacted this company to fix a fridge 12 months ago They failed to find an engineer who could attend then and refunded £119 charged The money taken from my account today was unexpected as i have no further relationship with them but I will be chasing another refund shortly”

Helpful Report

Posted 2 years ago

“Carried out work a year ago which was absoloutley fine however they signed me upto a £29.99 membership fee which I was never told about have now cancelled and am awaiting refund. Very underhand and I wonder how many people have paid this with out noticing.”

Helpful Report

Posted 2 years ago

“I arranged for getting my Fridge Freezer repaired last year on (20th May 2020) After 20mins of giving my card details, add etc I cancelled and was refunded the money. On 20/5/21 they charged my master card £29.99 membership fee... I had no correspondence or any dealings with the company. I phoned to get a refund and was told they emailed me in April but as the mail must have gone in spam folder which must have been deleted I am now obliged to pay the fee...Just because they had my Card details... Please take care before you part with your details....RT”

Helpful Report

Posted 2 years ago

“Oven problem. Reported fault made appointment date. Engineer attended on said date. From start to finish he was top class, courteous, Knew exactly what he was doing. Could not fault him in any way. Fixed problem. I did not get his name but from Romania. This was the first time that I used GO ASSIST . Will certainly use them again. Thank you.”

Helpful Report

Posted 2 years ago

“Our gas hobs wouldn't always stay alight, so an engineer attended & said new thermal couplings were needed and these would have to be ordered in. He returned a few weeks later to replace only to realize he could not fit them because he was not gas fitter. Another engineer was booked, he came and fitted the new couplings, but could only repair 3 of the hobs also stated due to lack of parts and the age of cooker, he would not have recommended a repair. About a week later, all but one of the hobs have since failed so back to square one, been contacting Go Assist customer services for the last 7 weeks via emails and phone, no response.”

Helpful Report

Posted 2 years ago

“STAY AWAY FROM GO-ASSIST!! HORRENDOUS COMPANY 1. SELL YOU A REPAIR AND REPLACE INSURANCE AT POINT OF SALE 2. ASSURE YOU THAT IT IS ‘REPAIR OR REPLACE’ 3. Put you through hell to get an engineer out, trying in the meantime to sell you an upgrade for manufacturers engineer 4. Go out eventually say they can’t fix it and not replace and refund you. 5. Send you from department to IN MY OPINION THIS IS TANTAMOUNT TO CRIMINAL ACTIVITY. And it is deliberate in the full knowledge from the many horrendous reviews of their own customers. Yet they continue to make promises minute after to minute, to new customers.”

Helpful Report

Posted 2 years ago

“Do not use Go Assist! In my first call with the company I was led to believe that my oven would be fixed quickly. I paid £119 for labour. An engineer visited and I heard nothing after. I had to call the company a few times before they let me know that the sheet of glass I needed to repair my oven would cost £239.45! The sheet of glass is available for £176 from Neff. To make matters worse Go Assist wanted me to pay the £239.45 without knowing when they would come to fix it. They said 'it could take up to 8 weeks'!!!!!!! I have asked many times for a refund of the £119 but Go Assist have refused to give this back.”

Helpful Report

Posted 2 years ago

“We had high hopes in using Go Assist... It was the first time so we expected the usual fact-finding telephone conversation and possible engineer call-out to check out our AEG Washer Dryer and what the problem was (problem was with the dryer function, the washer function worked fine). We were sold a deal for fixed price labour and pay for parts that were identified. Great. 1st engineer came in January 2021, checked over the machine and said we needed two parts (a main board and a thermostat). Fine, they seem to have identified the issue and (at the time, we thought) they had ordered the parts. Turns out that there was a confused bit of communication with their customer services department as apparently we had to pay for the parts before they can order them (we didn't know this until we called their customer services team to find out that nothing had been ordered and we had to pay in advance for the parts). Anyway, we did... over £200... We waited... and waited... so we called them back again only to be told that the parts still hadn't come into stock and that previously delivered parts were the wrong part for our AEG machine). We were now in April - 4 months after the initial call. In fact, it was so long after the initial engineer call-out that they had obviously lost track of the issue and sent another engineer out to see what the original problem was (again). The engineer identified a different problem with the washer dryer and we need to pay again for a different part. This is where we started to get suspicious... Having spent 2-5 days speaking and emailing their customer services department in establishing why our case was causing such an issue (after all, it was only the drying aspect of the machine that was faulty) they had obviously had enough of us and issued a full and complete refund (over £220). So we went to AEG directly where we have now signed up to a 12 month contract to repair the AEG Washer Dryer and still have labour and parts covered in that contract for the next 12 months. Cheaper (by over £60), better (AEG approved engineers), more reliable (they arrived with the 3 hour time slot) and they came out today (27th May) and fixed the problem on their first visit. Whilst our experience with Go Assist might not be unique, I would be very wary about using anyone that gets you to pay up front for parts that weren't needed and continually fobbed off with excuses and delays. Personally, I'd Go Somewhere Else...”

Helpful Report

Posted 2 years ago

Hey Sean, Thanks for getting in touch. A PCB alongside two other parts were needed for your repair, however the PCB was out of stock despite asking our engineers for an ETA on the part we could not get one. We advised you of the cost of the part and told you before you chose to go ahead with the repair that there was no estimated time of arrival on it. Part of the delay was because you waited a month to pay for the part as you told us you would have a think about it but, we must hold our hands up and say it was partly due to an administration error on our side, which we have fed back to our team to make sure this does not happen again. Due to the delay on the part coming into stock (something we do not have control over, unfortunately) and the continued use of your washing part of your washer dryer it resulted in further damage to the appliance which is why a new part was needed. We understand that you were waiting a long time for the parts and get why you chose not to complete the repair, because of this we refunded the parts paid for in full minus our call out and diagnoses fee since our engineers went out to you twice. We wish you all the best in getting your washer dryer fixed. Charlotte - Go Assist

Posted 2 years ago

“I spoke to Alecia on 13.10.2021 asking to have my RangeMaster gas hob serviced as 2 of the rings needed to be blown to get them to ignite. I was given a choice of 4 different options I had and mentioned every time (which is in their recording of our conversation) which one is best as it needs a service. I paid £119 and when the repair man called 3 days later, I was informed that Go Assist will not do a service. I called back 7 times and spoke to 6 different people and sent emails twice, but Go Assist would not help me as my contract which they made me agree to without reading, stated that it is my responsibility. I think the contract had 19 pages and who would go to the bother of reading so many pages when I have stated that we need a service with our callout. I agreed and was happy to pay for any parts needed. I made a complaint after the third day when the engineer called and followed up with the emails and phone calls, but they would not help me saying that 30 days had now passed and I would need to pay an extra £119 again plus parts. I am a Carer for my disabled wife and 2 daughters and what with isolating because of COVID have left it up to now to send my review. I will NEVER use Go Assist again and I begrudge to give them a 1 star review as they deserve nil.”

Helpful Report

Posted 2 years ago

Hi Paul, Firstly, I want to thank you for your feedback. Whilst there are some inaccuracies in the version presented, we're always looking at how we can improve, so thank you. A large part of your review focuses on you being misled when you booked your repair. Honesty and transparency is literally THE most important thing to us. Your call was listened to when you first raised your complaint and I have also listened today (we have also sent the recording to you at your request). I can absolutely confirm that at no point were you made to believe that the price you paid included a service. We advised that you were paying for a repair only and you agreed. In regards to the delay with your repair, you were sent a quote directly for the parts. For whatever reason, you didn't respond so the job was closed after 1 month. When you then chose to go ahead again, naturally a new fee would be required for the new call out. But, we understand you went to the company we had in place for you directly, paying them a second call out fee anyway. Confusion seems to have played a big part in your experience, and it's something we always improve on, but I passionately defend any accusation of misleading people. We hope you were able to get your appliance repaired and wish you all the best. Charlotte - Go Assist

Posted 2 years ago

Go Assist Ltd is rated 4.0 based on 1,309 reviews