Name: Start Rescue
Address: Axis CourtNorth Station Road, Colchester
Rating: 4.65

“Called for assistance for a breakdown with just myself (single mum) and daughter (11 - during SATs week). Despite holding this policy for years and this being my first emergency, I would have to wait 90minutes approx for someone to arrive and be charged £100! Avoid! Go to a more reputable company who don’t do the same to 550 other customers already this year.”

Helpful Report

Posted 11 months ago

Hi Laura, we're sorry to hear of your experience, we understand that we offered you the option(s) available to you due to the differing details on your policy, the option could have resulted in return of funds following our procedure, however we can see you did not go ahead on this occasion, we hope this has provided some clarify, if however there id anything else we can assist you with then please don't hesitate to get in contact. 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 11 months ago

“Unable to download software”

Helpful Report

Posted 11 months ago

Hi James, thank you for your time on the phone with one of our Customer Services Representatives, we are glad you have now been able to download the software, if however there is anything further we can assist you with then please don't hesitate to get in contact. 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 11 months ago

“Getting the quote was quite easy but buying the product and signing in was a nightmare. The writing on the website was so small it was nearly impossible for me to read. Signing in to the "customer lounge" with the password changing I could not do and had to talk to one of your employees to help me with it. I dread to think what it will be like when it comes to renewal. I am an older person,85, but find my online banking a "doddle" compared to this and am unable to recommend to friends. I have yet to tackle the downloading of the mobile App and have decided to wait until one of my grand children is here to help me.”

Helpful Report

Posted 1 year ago

Hi Ian, we're sorry to hear of your experience and would like to reassure you our Customer Service Team are available 7 days a week via telephone whenever a customer has need of them, whether this be when purchasing cover, updating the policy, general enquires or renewing a policy. Whilst the Customer Lounge is available to all customers, security is a priority which is why when you purchase cover with Start Rescue a welcome email is automatically sent which includes your temporary password, this needs to be entered first and you are then requested to change the password to one of your choosing. We would also like to reassure you the Mobile App is optional and if you ever have need of our Breakdown Team they can be contacted on 01206 785999. We thank you for your comments and will forward these to our Team for review. Should you need to contact us again 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 1 year ago

“A breakdown phone number is quite essential so why have I not been given one?”

Helpful Report

Posted 1 year ago

Hi Andrew, we tried contacting you earlier to ensure you have the number, however we have been unsuccessful in making contact. Please be informed that the contact number for breakdown can be found in your welcome email. 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 1 year ago

“Not happy you need to reply to customers emails they are the people that pay towards your wages”

Helpful Report

Posted 1 year ago

Hi, we're sorry to find your comments, we are keen to investigate your experience further, in order to do so we require further information from you, therefore 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 1 year ago

“Ridiculous request to review service so far after less than 24 hours - cover has not even started yet!!!!”

Helpful Report

Posted 1 year ago

Hi John, the invite to leave a review at this stage is in relation to how you found the service so far. If you experience a breakdown in the future then you will have another opportunity to leave a review based on the service you received at the roadside. We hope this has provided you with some clarification, if however there is anything further we can assist 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 1 year ago

“Left for 3 hrs +”

Helpful Report

Posted 1 year ago

Hi, we're sorry to hear of your experience, this is not the level of service we expect our customers to receive. We are keen to investigate your experience, in order to do so we require further information from you, therefore please don't hesitate to get in touch, one of our friendly Customer Service 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. Best wishes the startrescue.co.uk team.

Posted 1 year ago

“I'm trying to find my policy information but all of can find is upsells and spam.”

Helpful Report

Posted 1 year ago

Hi Alasdair, we're sorry your having trouble locating your policy information, as requested from speaking to one of our Customer Service Representatives this morning, we are due to call you this afternoon to assist you further. Best wishes the startrescue.co.uk team.

Posted 1 year ago

“As a lone female, I was left waiting for 3 hours and 5 minutes for rescue. I was called 9 times during those 3 long hours, mostly to check I was ok waiting. I wasn’t. It made no difference. I kept being told I was priority due to the road. As no fault could be found my only option was to continue on my 2.5 hour journey, now in the dark, and hope for the best. I didn’t feel safe or well looked after. They’ve called twice on a Sunday to pay for their attendance despite making my journey time 3.5 hours longer and far less pleasant than it might have been! Still waiting for an explanation and apology for such a pathetic break down service, never mind payment demands. Will never ever call them again and now checking alternative break down cover despite having 10 months policy left to run.”

Helpful Report

Posted 1 year ago

Hi, we're sorry to hear of your experience, this is not the level of service we endeavour to provide our customers, we are very keen to look investigate your experience, in order to do so we require further information from you, therefore 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 1 year ago

“I was supposed to be picked up at home on Friday 20th January at 2230 I phoned up at 2245 to find out what was happening, he said he had to attend to a puncture, which took longer than he thought. I was not kept informed of his progress and was thankful I was at home, and not sitting in my broken-down vehicle for an hour waiting for him to arrive. When arrived he said what garage I wanted it taken to. Same when we arrived at the car. We jumped out of his vehicle and the first thing he did was lower the bed. He put jump leads on my car and did not start. He then squirted Easy start or similar twice, tried but didn't start. This was done a second time, still no luck, so it was put on the back of the lorry and taken to my local garage. A vehicle needs two things to start.. a spark and fuel. NONE of those two was checked !!!! Had I had a means of jump-starting the car, I would have tried it myself on the Sunday in the daylight. I am an ex AA patrol. I am thoroughly NOT impressed with the service I received, despite renewing for a second year.”

Helpful Report

Posted 1 year ago

Hi William, we're sorry to hear of your experience, we understand our Customer Services Department has recently been in contact with you regarding your experience, 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 1 year ago

“Most awful customer service ever experienced. Have only stayed as price is better than elsewhere.”

Helpful Report

Posted 1 year ago

Hi Rebecca, we are sorry to find your comments. We understand your experience is being investigated and one of our team will be in contact with you in due course, if however there is anything else we can help with in the meantime 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 1 year ago

“My cover commences in just over an hour.”

Helpful Report

Posted 1 year ago

“I took out road side cover and one day later I am asked to review Start Rescue. Surely the time to review any institution is 6 months after or after an event where I am called upon to use Start Rescue. So I have no review, just a wish that people would not ask me to review something I have not yet used !”

Helpful Report

Posted 1 year ago

Hi startrescue.co.uk, the invite for you to leave a review at this stage is based on how you found the experience of joining startrescue.co.uk, you will have another opportunity to review us based on the service if you ever require assistance from us. 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 1 year ago

“Joined my mum at the weekend and sadly we had to use your services 24 hours later as the clutch went on her vehicle. We phoned at just gone 4pm on Sunday 11th December and were advised it would take around 3 1/2 hours to get to her. She is 73 years ld and it was minus 2'c!!!! Luckily she was not miles away and I went and fetched her and kept her warm. We then received a call to say that the vehicle would be collected at 7.40-7.50pm and it was not, it was 9.45(ish) by the time the vehicle arrived!!! What made it worse is that I requested about 3-4 calls backs, no call and then I tried to phone several times (Start Rescue) and no answer!!! I also phoned the sub-contract company in the end and they said they would call back. Again, nothing! Very poor service indeed.”

Helpful Report

Posted 1 year ago

Hi Carol, we're sorry to find your comments, and for the situation your mum was in. We are keen to investigate your experience further, in order to do so we require further information from you, therefore 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 1 year ago

“Achingly slow to answer the telephone. Clearly you need to employ more people in order to provide a better service.”

Helpful Report

Posted 1 year ago

Hi startrescue.co.uk customer, we're sorry to hear you had to wait longer than expected to get through to us, we always aim to answer calls as quickly as possible, however on occasions we have higher than normal call volumes which means customers may experience longer than usual wait times. We apologise for any inconvenience caused on this occasion. If there is anything else we can help with then please don't hesitate to contact us. Best wishes the startrescue.co.uk team.

Posted 1 year ago

“disgrace, young girl on my own hadn’t broken down before guy on the phone so unhelpful just claiming i’d have to pay £800 minimum to be towed no compromise. when i asked if i could please just have someone come and look at it first before sorting getting towed i was told no i need to be towed end of and it would cost me that if not more back to Hull. Clearly trying to take advantage of a young upset and scared girl did not want to offer any alternatives or support just trying to rip her of as much moeny as possible! fuming absolutley fuming and my cover has been cancelled”

Helpful Report

Posted 1 year ago

Hi startrescue.co.uk customer. We're sorry to hear of your experience, this is not the level of service we expect our customers to receive. We are keen to have this investigated further. In order to do so we require further information from you, therefore 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 1 year ago

“I have been charged twice for my package. I am calling up on Monday to hopefully sort this issue and change my review.”

Helpful Report

Posted 1 year ago

Hi Alexander, thank you for taking the time to comment and leave a review, and for bringing this to our attention. We apologise for any inconvenience cause to you, from investigating further we can see you have since spoken to one of our Customer Service Representatives, and your second payment has been processed. If however there is anything further we can help with then please don't hesitate to get in touch. Best wishes the startrescue.co.uk team.

Posted 1 year ago

“Really disappointing. Called as I unexpectedly had a flat battery away from home on returning to my car early evening. It was an unacceptable long ring time. The call handler said she would ring me back but I heard nothing by phone, text or by e-mail or anything subsequently from START rescue as follow -up. Luckily I got my car started by a member of the public using jump leads. I have used START rescue twice in the past and they have been excellent but this was a complete contrast. As a lone female driver, I won't renew as I have lost confidence in you as a rescue provider.”

Helpful Report

Posted 1 year ago

Hi startrescue.co.uk we're sorry to find your comments, we are keen to get your experience investigated further, however in order to do so we require further information from you, therefore 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 1 year ago

“It took you approx 6 hours to take me to a garage.”

Helpful Report

Posted 1 year ago

Hi Terence, we're sorry to find your comments and to hear there was a delay with your assistance. We can see your concerns were addressed, we only hope that if you are unfortunate enough to breakdown again in the future we can provide you with the assistance you expect. Best wishes the startrescue.co.uk team.

Posted 1 year ago

“Utterly useless. Our daughter had her car keys stolen and despite having the '3 star' cover which states that loss of keys is covered they refused to rescue her unless we paid over £200 so they could "open the door with specialist equipment" which ISN'T covered. She was left stranded in an empty car park at night and I had to drive the 300 miles with the spare key. This is when you discover how rubbish your breakdown cover is. Remember, even though it states that loss of keys is covered, you will still have to pay over £200 plus VAT to have your car rescued. Avoid at all costs.”

Helpful Report

Posted 1 year ago

Hi, thank you for getting in touch, we are sorry to hear the service didn't meet your expectations, and for the situation your daughter was in. Please be assured If you lose, break, or lock your keys in the vehicle, you’ll be covered for the call out and recovery back to the operators base or your home address if closer. Additional services such as cutting/programming new keys, or specialist equipment used to move your vehicle is not covered by the policy, you will need to pay for these services. We understand on this occasion specialist equipment was needed which is the reason for the additional fee. Please also be assured your concerns are now being dealt with by our complaints department and your daughters experience will be fully investigated. Our complaints team will be in touch with your daughter in due course. If there is anything else we can help with in the meantime then please don't hesitate to get in touch.

Posted 1 year ago

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