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

“Thought I was being rewarded as a loyal customer with the renewal price being the same as last year With auto renewal you expect the same cover but legal cover was taken off without being told You have now lost 4 family members as we were all driving without full cover We can get the same cover for half the price elsewhere”

Helpful Report

Posted 3 years ago

Hi Jean, we're sorry to find your review, we attempted to contact you earlier to discuss your comments, however, were unsuccessful. Upon review we can see you have an active policy with us, having renewed via telephone in March. We would like to clear up any possible misunderstanding as we can see from your policy you have had continuous breakdown cover with startrescue.co.uk since your original start date. The decision to remove the Legal Expenses Insurance product was not ours, due to changes within the motor industry we are no longer able to provide this. Please also be advised that there was a renewal savings applied to your policy this year, however, we always welcome customers to get in contact with us if they are unhappy with their quote, we will always look to see if there is anything further we can do. We hope this has provided some clarification, if however 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 3 years ago

“Haven't purchased, just a forced renew without the option of cancelling. Difficult process but I will be cancelling asap”

Helpful Report

Posted 3 years ago

Dear Christopher, upon review we can see that your policy was not set to automatically renew and as such you have recently set the policy to renew online via your Customer Lounge. If you have changed your mind and wish to cancel then please don't hesitate to contact the Customer Service Team via telephone on 01206 655 000, Live Chat or Online Contact Form a member of our Team can process the cancellation for you. Best wishes. The startrescue.co.uk Team

Posted 3 years ago

“TAKE CARE WITH THESE CADS When purchasing multi vehicle policies, please make sure you screen print every page that you visit, because as soon as you accept the quote (which they won't send by email) through a link, the quote will disappear for you never to see it again, then when the actual policy comes through you may have vehicles omitted (as in our case), still waiting for a response after 2 days, not impressed so far”

Helpful Report

Posted 3 years ago

Hi Martin, we're sorry to find your comments of dissatisfaction with our quotation process. The quotes we provide via email include the price discussed along with a link through to our site confirming the details of the quote, (vehicle/persons) to be listed on the policy. There is also a confirmation of how long the quote will be valid for displaying the date and time when it will expire and no longer be valid/actionable. Our quotes are only available for 7 days guaranteeing the price that was discussed and provided in the quote providing our customers with a fair opportunity to proceed with the quote, we do this to ensure that any change in premium after you quote has been provided does not affect your quote during this time. We can see from our records that you have in fact received multiple quotes, all of which have now expired and are no longer available to be progressed. 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 3 years ago

“I have been with you for a few years now and I am still not sure of what I am covered for”

Helpful Report

Posted 3 years ago

Dear Kevin, thank you for taking the time to leave a review. We've arranged for a member of staff to contact you and confirm what your policy entitles you to, your policy documents can be viewed, downloaded, or emailed to yourself through your Customer Lounge via our website startrescue.co.uk. If 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

“I could not find out how to prevent my card renewing from the website, and am annoyed that they have now billed me for another year.”

Helpful Report

Posted 3 years ago

Hi James, were sorry to find your comments. Thank you for taking the time on the phone a moment ago with one of our representatives, I understand they have now cancelled and refunded your policy. 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 3 years ago

“This is all I’ve had from you, no policy number , no login details, no number to call if I do breakdown!”

Helpful Report

Posted 3 years ago

Hi Emilia, thank you for taking the time to comment and leave a review. From looking into this we can see the original email address on your policy was an email address that is currently being affected. There is a third party that is experiencing a technical issue, and as a result our outbound emails are now being affected from time to time. We are currently looking into other solutions to ensure our emails reach our customers. We can see you have now changed your email address and all communications have been sent through to you, and have been read. We hope this provides some clarification, however if there is anything else we can help with then please don’t hesitate to contact us, one of our friendly 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. With best wishes, the startrescue.co.uk Team.

Posted 3 years ago

“Paid £25 and have received no info, no confirmation email and no policy docs with a policy number. I think this may be a scam. Avoid.”

Helpful Report

Posted 3 years ago

Dear Martin, were sorry to find your comments, following on from your review we have found that you have since spoken to one of our Customer Service Representatives who has re sent your documents to a different email address. The reason for your first email not reaching your iCloud account is due to third party preventing emails reaching iCloud accounts. We are currently implementing a process to ensure our customers receive all our communications. We are sorry for any inconvenience caused, however we hope we have reassured you that you're in good hands with startrescue.co.uk With best wishes, the startrescue.co.uk team.

Posted 3 years ago

“Paid for policy received nothing yet been asked to review service”

Helpful Report

Posted 3 years ago

Dear Customer, thank you for taking the time to comment and leave a review, we are sorry if your email confirmation has not reached you yet, a customer service representative will be in touch with you shortly to try and find a solution. With best wishes, the startrescue.co.uk team.

Posted 3 years ago

“Auto renewed without giving any prior notice Very disappointing”

Helpful Report

Posted 3 years ago

Dear Arron, we're sorry to find your comments. To confirm, we always send a renewal notice via email 30 days before your renewal is due. If you would like to cancel your policy, please contact our Customer Services Department so that this can be arranged 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

“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

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