Reactive Home Services Reviews 

I have been a customer for over 2 years, they are fine for a blocked sink, but when I had a leaking upstairs toilet, they sent in 2 different tradesmen. Both gave a different versions of where & why the water was leaking from the toilet. I was told I must make a claim on my home insurance as they couldn't help me, even though there was various issues with toilet which were covered under the policy. They should have worked with me, I pay for what was not covered and their tradespersons do the other repairs. This whole thing was so stressful, I had to go to my doctors because of the stress it caused. When I contacted my home insurance they wanted the reports from the Reactive which they sent a one line email from one tradesman after that they were non compliant and this held up my insurance claim as I couldn't tell them where or from the water was leaking. All my home insurance would cover was the damage the escape of water had caused. So I had to pay for the repairs. So I made a claim to have the water damage repaired by my home insurance, they are currently carrying out the repairs right now and they had to check my electricity, some faults were found which needed to be corrected asap. I rang Reactive and basically they can't repair my RCD fault because it was installed incorrectly, how could they know that on an over the phone conversation, I was told to get the person there to fix the problem. They never asked questions how these faults are affecting my home, have I ever had my home rewired and when, they didn't send anyone out. I had a full house rewire in 1999 and regulations are different to 2019, basically they have been taking my money and refusing to offer any further service since my last issue of the toilet.

Terrible service trying to get my Landlord's gas safety certificate organised.
Had to call about 3 times to get the inspection arranged and when the certificate was received (which I had to call and chase for) it was incorrect as not all the gas appliances in the property were listed.
It has taken about another 5 calls to try and get this resolved and a correct certificate received.

This has happened many times with payments taking over 4 months(as with other customers reviews) I made a claim in October 2018 for £229.00 for a dryer, Reactive agreed after engineer visit that product to be replaced and for me to go ahead and purchase a new one and claim would be made. Seven weeks passed, I emailed, called and was told the usual lies the accounts lady was off / ill / busy / etc etc payment will be made in 24 hours. I received a call in December confirming payment in next 7 days - more lies. I spoke with Ben Collis, Manager who is rude and incompetent. In Feb 2019 still no payment made despite more calls - ridiculous that you should chase / beg for your money. I contacted the FCA but told "sagic" the underwrites are covered and reactive has no governing body. I spoke with Sagic who were superb and said they would contact reactive to resolve as this was a "disgrace", 24 hours later I received an email from Ben Collis telling me I would be paid on 1st March some 3 weeks later, most decent companies would pay over the next 48 hrs, not Reactive as they are just NOT reactive. - This company tries so hard to make the customer feel small !. 1 st March 2019 no payment I contact Reactive - more lies, I speak with Sagic again and they try,and agree some financial compensation from Reactive, finally on the 26th March Reactive pay - the claim was made 6 months ago !! - no interest or compensation but no point speaking with them as they just lie. Shocking.
Its a real shame as the lads that answer the phone are really helpful and try so hard but sense this company is operated by incompetent managers and directors - I note a major change in directors, maybe this company has run out of money - take the advice from other review sites DO NOT USE THIS COMPANY !

So Reactive Insurance Appliance cover is outstanding value and offers the best protection around. However, the issue that has stung me in the tail is that while the cover is excellent and much better than other providers, Reactive sometimes advise for you to purchase the replacement part / new item and then claim a refund from Reactive. This again is a great way to do business; however, Reactive's cash flow shortage stops you getting paid swiftly. In fact, my claim cheque took over three months to get the money back. I was consistently promised that the money would be sent next week, then the week after & then the week after that....you get the gist!

Reactive Insurance has 6 CCJs registered against them and haven't been repaid! Some of them are for minimal amounts (£300), which makes you worry about whether the insurance company is going to go bankrupt after taking your money!

I want them to succeed as they are disrupters in the market place; however, this needs to be backed up with swift payment of claims and better cash flow.

I called these on the 10th May as my tumble dryer door is broken under my policy I do not have to pay an excess fee which they confirmed over the phone was the case in July 2018 as due to a very small break in my policy where they did not take a direct debit they said I had to start over. Although I advised them on the phone (call recorded) that nothing has changed and I do not want to start over as I will have to fill out the paper work again. They agreed that the policy would remain the same, hence I received a letter with the same policy number and confirmation in writing that my terms and conditions haven't changed. Nothing was said about now having to pay for an excess fee (hence the policy remains unchanged as informed)
I then emailed Andy Hyde on that same day to inform him of this and to say that I was not advised of any change I have it in writing of no change hence I have been paying for a service that I was lead to believe was one thing when it wasn't. Also because I was not informed of this change I wasn't given the opportunity to look for another provider for the service that suited me. Which I would have done if I was made aware that my policy had changed to have to pay an excess fee. I am still waiting for a reply, I have emailed another two times. Including copying in their info email address still to not have received a response. Which is disgusting

My boiler has stopped and they cant get anyone out for a week and I have emergency cover awful company don't bother trust me.

As I can't reply to your response I am writing this to find out why you cant discuss my claims so that others can come to their own conclusions on how high risk we are which we take offence too. We are more than happy to give our permission to post them anywhere you like?
To answer your question regarding the policy and why were continuing the boiler cover, that's simply because of the complete mess you made of the job from start to finish? You should solely be responsible for it. Leaking roof caused be your engineers, flooding of kitchen caused by your engineers, water into electrics caused by your engineers, radiators not giving out heat, shall I go on? We have a long list of visits from your unvetted by yourselves engineers.
We have now contacted Gas Safe and see what they think 🤔

Danny the engineer came out identify the problem ordered the part for central heating and made sure i had hot water second time with excellent service and manner 10 out of 10 .The call centre was great and. ben in the office reactive was very help full

It took just one call to reactive insurance to get the repairs running and the enginear called and sorted out repairs quick and efficiently to my satisfaction

Always friendly, helpful and quick to respond.

I received a helpful and prompt response to my initial telephone call, the replacement part was fitted within a few days and no further problems were experienced.

I had only been with this company 1 year. Firstly I called them out because I had a toilet cistern leak. The guy that came out said it couldn't be repaired but they would replace. I was surprised at this statement but he said someone would call me to arrange fitting. No one did so I had to phone them & I was told they don't replace which I accepted but the guy should never have promised that in the first place.
When my year was nearly up I realised I hadn't been contacted by them for my annual boiler service so I rang them and they said I should've contacted them but I quoted their Terms & Conditions which clearly states "When your annual service is due we will send you confirmation (via email or letter) or call you to arrange it". They kept on promising to call me back but never did it was always me contacting them. Eventually a guy phoned me with a day to service the boiler but needless to say he didn't turn up and there was no communication to say why. When I phoned them yet again they said I'd had my premium returned and the policy was cancelled but as I explained to them that was the automatic renewal premium for the second year, after I'd said I would definitely not renew after their appalling service in the first year and not even had the first years boiler service. I'm still trying to get that first years boiler service as they have broken all the rules of their own Terms & Conditions. The staff I've dealt with are rude and have no idea how to deal with customers. The company doesn't deserve to still be operating. I'm amazed they've got good reviews, not unless they're fake. If I could I wouldn't even give them 1 star they are worse than bad. They have got their premium under false pretences by giving the worst service I've ever experienced.
UPDATE:- Since this review I’ve had contact with Sedge who finally was able to achieve my boiler service and resulting repair albeit on two booking occasions no one contacted me or turned up.
Although this has now brought closure to the matter it doesn’t alter my zero rating of the company. However, thank you Sedge for your efforts which must have frustrated you at times too.

No problems, easy to deal with good customer service

Very helpful engineers. Only glitch was that when I first reported the problem I was never asked where my dish was situated, so the engineer had to return with a long ladder.

Guys who came to fix cooker, we’re quick, polite and had the part needed delivered and fitted next day! 😊

Terrible company,

LOOK THROUGH THEIR POSITIVE REVIEWS....
SO MANY mr ..... ....... with only 1 review. Hmmmmm.

Anyway i had an issue with my tumble dryer in the summer of 2018 but i didn't call reactive for a while i was just drying my clothes outside but a few weeks later my washing machine also started giving me problems. So i called in October and booked a call for both machines. I had to keep calling them to chase things up after this, in total i must have called over 60 times. I got told they were going to order a part before the engineer came out. It took many many calls to reactive and i was very patient with them. After i eventually complained i finally got an engineer to come out and he looked at both machines..... at the end of January 2019. He fixed my dryer but said the washing machine needed a part. The engineer was great, i have no issues with them at all. After about another 15 calls chasing up they told me in February that they would have to replace the machine as they couldn't get the part. Again i had to call over 4-5 weeks to keep getting told they couldnt order me a washing machine because of a company merge blah blah excuse after excuse. The people who take the calls don't care about you or your family, they will tell you anything to get you off the phone. They dont care if you have young kids and have to go to laundrettes and spend money that i know damn well i won't get back off these people.

Overall i placed a call 6 months ago and they took till now to give me my money so i could go replace my washing machine.

AVOID THIS COMPANY IF YOU VALUE YOUR OWN HAPPYNESS

I found staff always to be helpful and friendly.They solved any technical problems with my sky equipment quickly and efficiently.

I have not been with this company very long but their response to my joining was prompt