Poor service claim no: 20/046622

This is the most frustrating company to deal with.

Your plumbers were out there on Thursday did absolutely nothing. They even still left the tap open in the geyser and I had to get someone on Saturday to go into the roof and close this as water was seeping through the slab.

I was promised by one of your claims consultant on Friday that there were going to send another plumber out to date no one has come out. I logged it on your website the complaint on Saturday and still your office has not contacted me.

From Thursday we go no hot water and you guys are sending me from puller to post to repeat my self to every agent in you call center and still no help but false promises.

It is an ongoing problem from the time you replaced this geyser with a new geyser. I think this was in 2015 to be corrected but I am sure on your system you can see when you replaced this geyser.

From then every time the geyser stops working I kept on being told that it is the thermostat, element and pressure valve. I’ve changed these items at least 9 times.

In January 2020 I had all the above replaced again. Then in February 2020 the same issue again. I had the element and thermostat replaced a week later it was not working again. The plumbers advised that I contact the insurance and request the geyser to be re placed as it is problem the installation or the geyser it could be a faulty geyser that is why it is doing this.

I have sent the request and quote to the insurance and they sent out their plumbers who looked at the geyser and advised that I get my plumbers back to change the element as this was the problem. How does one geyser go through so many elements if the geyser is not the cause of it….?????

I none the less did this 2 weeks after and this was in March and again the same problem. When your plumber in March was there he said that the geyser element which he replaced. I explained to him and told him how many times I have replaced this element. I told him what the plumbers said that it was possible the geyser that is a problem. Your own plumber agreed it could be the geyser that is causing this. He himself said the geyser is under warrantee till September and he will get the insurance to replace this. But again no feedback from the insurance.

Again 4 weeks later same problem this was no in April. Called insurance again and yet again he said it is the element. We checked the electrician we replaced all new Elements etc and still this problem persist. On the 12 June we called to advise that there geyser might be burst as there was water coming from the slab. Plumber came out said again it is the element. This plumber never even closed the tap for the geyser. We called the insurance again on the same day spoke to an agent there and she promised she was going to send another plumber out. To date no one has come out.

I logged a complaint on your website Saturday as your office was closed and no one addressed this to date as well.

I called several times on Monday the 15 June 2020 before finally getting hold of a consultant that put me through to a manager who promised he will get a plumber out there and that he will look into the matter and get back to me.

Today is Wednesday the 17 June and still no plumber and no manager has called me.

It is a week and still no hot water. The lights where the water was leaking through the slap is not working as everything you put it on it sparks. So now we need an electrician and a plumber at our home and we are not getting any assistance from our insurance.

Promises are made just to get you off the phone and then once you gone they forget about their customers. It has been one of the coldest few days in our area and we have no hot water and an insurance company that does not care at all.

Please can someone help.