Whoopsie Servicing Avis 

Really nice young engineer came and serviced by boiler.

They also didn't mind taking a look at my radiators.

I highly recommend.
M

I do not like to leave negative reviews but the experience I have had with this company was awful. I was advised to change my boiler and central heating cover to them by a money advice company in early December. They did all the necessary action and I got an email on Dec 5th advising that a direct Debit had been set up. I then saw that a payment for the first months cover had been taken from my bank. The name of the company Whoopsie was given in the reference but I had yet to get any email detailing my cover details nor any correspondence. I emailed Whoopsie through their web page on Dec 7th asking if I was going to get some paperwork as at this point I didn't know what cover I had, who with and what action to take if I needed assistance. I got a reply on Dec 9th saying that my paperwork was on it's way and will have been delayed due to the postal strikes I eventually received it on the 14th of Dec...dated Dec 9th so obviously not printed until after my email. The paperwork was very vague as to what cover I had so I tried to ring them to discuss whether I had sufficient cover or not but the phone numbers on the web site were constantly engaged and the one on the actual letter was not recognised. I emailed them on Dec 20th and said that as I couldn't get through to anyone to discuss my cover, I no longer wanted to continue it and cancelled my cover and my Direct Debit. I also asked in the email cancelling my cover for reimbursement of the payment that had already been taken as I had cancelled within the 14 days cooling off period and the terms and conditions stated that full reimbursement would be made if cancellation was within 14 days of receipt of the letter or date of the letter whichever was later. To date, I have had no acknowledgment of my cancellation nor have I had any reimbursement. I am so glad I cancelled as they do not inspire me with much confidence and I will not touch them with a barge pole in the future.

I have been without hot water or heating for over 5 weeks. It has been freezing over Christmas and new year. I am a pensioner recovering from cancer. After numerous calls chasing it up I was told that my boiler was not economically viable for repair. The error is a stuck gas valve. They did not even have the decency to inform me that they were not going to repair it yet still took my payments. I don’t know why I am paying insurance when I don’t get what I am paying for. They have never even serviced my boiler. I have been paying all this time for nothing. I will never recommend these people.

Great service, had an engineer out the same day. Thanks to Amy and the team.

This is an update to a previous review based on my experience as a customer from April 2021 until Dec 2022. I have had concerns about the transparency of the services and terms of service provided by Whoopsie and a lack of clarity and communication from the company. My concerns led me to cancel my direct debit. I had been previously under the impression that I had signed up for an insurance product and the company were regulated by the Financial Services Conduct Authority and their financial compensation/protection scheme, but the service agreement I received was not actually insurance and therefore was not in scope of the financial services regulator, despite claiming that they were regulated under the FSCA through their parent company Clipeus ltd. I was also concerned by the lack of communication from the company and lack of publicly available information on their services. Their website has been down for months, stating that they are updating it, and I had ongoing difficulties logging into my online account. All these issues made me worry about the legitimacy of the company. Whoopsie have now got in touch with me directly to clarify the nature of the service agreement I was signed up to and to kindly waive the cancellation fee. I believe the company are now represented by a broker who are regulated under the FSCA as of December last year, so my concerns are now somewhat waylaid, but I still recommend all current customers read your policy documents to make sure you are clear on what service you have signed up to and contact the company by phone or email if further information is needed as the online web form on their website is unreliable. I understand that the policy offered by Whoopsie may now have been updated so there may be less ambiguity compared to the service agreement I received. While Whoopsie have contacted me directly to better inform me of the situation, this will not be the case for all customers so I do still have concerns for existing or new customers on the clarity and transparency of the services offered, that there is currently no clear information publicly available via their website, or information on their standard charges. I also advise customers to read their policy carefully and watch out for hidden fees.

Absolutely abysmal service. If these people can't look after my 85yr old mother (living alone, as I pointed out dozens of times over the 2 months that it took to fix her boiler), then what chance does anyone have? They also charged her £350 for a pcb she didn't need and left her without heating or hot water for more than 2 weeks in this time. Just shocking and useless.
There's a reason British Gas cover is more expensive.....

Edit. Whoopsie's reply at the bottom is nothing new. I've been promised an escalation to, and contact from, a manager twice before. Nothing.

Edit 2. As expected, nobody has contacted me after the promise to. Can't say I'm surprised. But PLEASE, PLEASE take note anybody who is considering using this company, aside from the fact they seem to have no engineers trained to deal with the most basic of problems, aside from the fact they couldn't respond in anything like a reasonable amount of time, and aside from the fact they left my 85yr old mum with NO heating or hot water for nearly a week in December.......they also STOLE money from her by making her buy a part she didn't need - £350! from a pensioner! Just let that sink in. They have replied to me on this site even though I have stated that they are thieves. Scandalous thieving company.

Very poor service. We have been without heating in our upstairs (house heated in 2 zones) since Christmas Day. Several emails back and forth telling us to switch boiler on/off, turn up to 30 degrees, we need a plumber not a big standard list of things you can do from google before we contact you. Called the emergency line today with a promise of someone to email us and still no help. AVOID AVOID AVOID!

Abysmal service!!!! I called about a radiator not working, and during recent very cold weather in the same room the pipes had froze, so now no heating or water in this 1 room. I spoke to a nice guy who was going to forward it to an engineer or something and someone will be in touch. An hour later I got an email on how to fix a faulty boiler due to a frozen pipe going into boiler,the boiler is fine btw, and that's it, that's what's costing me nearly £30 a month. So I called back 2 days later , to be on hold for 2 hours and not speak to anyone. So I emailed the "emergency email" about 2 weeks ago, and still nothing!!!! I got an email today, wanting to take more money from me for a service because its winter months!! Not even got an appt for a service yet, but they want the money.
Don't bother with them!!

It's been almost a month now since their reply promised someone will be intouch soon, and as I expected, no one has been intouch. Stay well clear of this appalling company. They have cost me £25 a month, for the past 11 months, also had to pay extra one off payment of £30 for a service that has still not been carried out, even though I told them not to until I have at least an appt date/time, they took it anyway. I am beyond words of how bad this "company" is!!!

Sorry to say that after initially getting off to a good start with my 1st boiler check things have gone down hill with this company, i requested a service on another appliance 3months ago for with I paid £79 up front , after many attempts at trying to get something done all I seem.to get is nothing . So I have cancelled my request and asked for my remittance of £79 back
I cannot reccomend this company to any one as I think they are absolute rubbish .

A Stressful experience! this company has provided the worse boiler cover I have ever spent money on! Their 3rd party contractors "Preferred Management" have actually left me without heating or hot water since they attended in September, after numerous phone calls (listening to the hold music and then being cut off) numerous e-mails with one reply from a customer care manager James telling me that their contractor has been unable to contact me, and I should try their number!!!! (More hold music and being cut off) ...... Today 12/12/2022, I got hold of Adam who said he would send a message for someone to contact me, I've explained about having no hot water or heating and a 1-year-old child in the house, there was no urgency, and nothing was resolved ..... where do I go from here? it is really poor show from a company that phoned me and asked me to change providers! Anyone that is thinking of going to Whoopsie - Dont! ... Stay where you are!

He was very helpful, funny and provided a very quick response to the problem we had. I would definitely recommend him for his services time and time again.
Thank you for your help.

Excellent customer service. Tyler went beyond expectations to get an engineer booked out so we didn’t have to be without hot water any longer than needed.
Only negative is my paperwork had a 24 hour emergency number that was actually 9am-9pm only. You had to email for out of hours support.

Our subjective sense was the sum of all the following points:

that this company sent no legible paperwork;

we experienced that their website is under construction therefore not fully accessible therefore no chat availability and no possibility to book appointments on line.. only phone availability;

no facility to see agreement or payment details;
some Emails unanswered;

Long response times (up to half an hour) while queueing on the phone listening to inappropriate manic music which added to rather than relieved the stress associated with our emergency;

that Whoopsie outsource telephone answering to a company whose operatives have no authority. We phoned on a Friday evening and were told no response was possible before Monday. After another two phone calls on Saturday we eventually were in touch with a senior Whoopsie advisor. We found if urgent action is required it is necessary to request a senior advisor;

that Whoopsie outsource follow up to a facilities management company called Preferred Management in North East England;

When we were faced with burst pipe under front drive, we spoke to six different people at Preferred Management. Of these only one individual phoned back although the other five without exception promised to phone back. In addition the manager on one of the shifts declined to speak to us and left us with a staff member who had no authority. It took from Friday to Sunday to send anyone for site inspection. We had to prompt them with suggestions of which firms to contact because they said there were none in our area. In one instance we suggested a drainage company to Preferred Management who claimed to have contacted them on our behalf on Saturday and were awaiting response. When we contacted the same drainage company direct, the owner said he had been in all day and had only received a call from his girl friend and no calls from Preferred Management for two days. We waited throughout Monday for engineer to get costings to submit to Preferred Management and for Preferred Management to submit costs to Whoopsie.
Meanwhile the mains water was entering our property underground.

On Monday we received Whoopsie's maximum offer for the work of £500 to cover a quotation by the engineer of £996.

If we had known the £500 maximum for ANY job we would never have entered the agreement which we believe was missold to us by a company in Dundee. This company told us all our drainage issues would be covered. Obviously major pipe and drainage work which is at least one meter below the surface is always likely going to cost more than £500. Preferred Management told us that they also add their profit margin and pass it on to Whoopsie.

Trying to obtain from Whoopsie the detail of cancellation options was challenging.

We felt that personnel at Whoopsie were without exception unfailingly polite and concerned. It just appeared that the company lacked the infrastructure to cover our needs and the communication skills to inform us what we had signed up for. We experienced the process as unnecessarily cumbersome and somewhat lacking in transparency. Whoopsie appeared confused as to whether a plumber or drainage engineer was necessary.

In contrast our Home Insurer responded within two hours of initial contact with date and time of water engineer visit. The job took two days and was covered by the insurer in full.

S

The person on the call was incredibly helpful. He wasn’t pushy about the offers, which I really appreciated, and he answered all of my questions.

Tyler and Amy are nice people, but nice people still need to run a good business. Unfortunately my experience with Whoopsie has not been a pleasant one. Lack of communication is a big issue for me. A boiler service is part of my plan, however when the gas engineer came he only checked for gas leaks and emmision levels, no service was carried out. For these reason I will be cancelling my policy with Whoopsie UK. I hope they get their act together, no-one wants to see a business fail.

Tyler was very helpful and did as I requested thanks, he did try the big sell on extras which I refused

Very helpful and non condescending, good service .

Your representative was extremely helpful with my enquiry.

As a first time customer I found the rep very helpful and clear in answering my questions also polite with a friendly manner.