1 reviews | Active since May 2025
Mastercare
I logged a call last week for two household items being washing machine and TV set, they booked only a washing machine. When I made that call, I was told that there would be an excess fee to pay. I told the person that was logging the call, that I was not told of the excess fee before. She said they will wave it then. This afternoon technician comes, and tell me that there is only one call, he then calls his office, they confirm one item. I called the office as well, the person answered the call said, I should make another call and pay excess fee, I told him I made this call last week, and it's their fault that one item is written, not mine, and they should check the recording and see who is lying. What I do not like is I have been paying R379. 87 (increasing annually) monthly for mastercare for 6 years now, for insurance. I only had two claims, other than the one I've made last week. Iam so upset, dissatisfied, disappointed with MasterCare service.
Thank you for taking the time to share your concerns with us. We sincerely regret that your recent experience has left you feeling upset and disappointed.
Following a review of your query, we can confirm that our Terms and Conditions, including the applicable excess fee, are communicated to all clients. We have also established that this was explained again during your call when your request was logged, and the Call Centre Manager provided guidance accordingly at the time.
In line with our records, your booking was processed, and we can confirm that the second item was subsequently attended to.
That said, we truly regret that this experience did not meet your expectations. Your feedback is important to us, and we appreciate you bringing this matter to our attention.
Kind Regards
The MasterCare Service Team
Thank you for taking the time to share your concerns with us. We sincerely regret that your recent experience has left you feeling upset and disappointed.
Following a review of your query, we can confirm that our Terms and Conditions, including the applicable excess fee, are communicated to all clients. We have also established that this was explained again during your call when your request was logged, and the Call Centre Manager provided guidance accordingly at the time.
In line with our records, your booking was processed, and we can confirm that the second item was subsequently attended to.
That said, we truly regret that this experience did not meet your expectations. Your feedback is important to us, and we appreciate you bringing this matter to our attention.
Kind Regards
The MasterCare Service Team