First Call GB Ltd Review

Overall Rating

They were cheap but cheap is not always the best!

Not responding to letter, reminder has been sent to them - am still waiting

I gave my card details to them when my daughter broke down at the petrol station. This was in case she had a) run out of fuel or b) put wrong fuel in. I was told if this was not the problem then the card number would be destroyed and not used. Transpired that my daughters M reg Fiesta had a chip in the key which had come out and immobilised the car, if we had known this was the problem we wouldn't have called them as she had a spare key with her. They contacted her the next day and told her they would be charging £73.42 for the call out, she told them she didn't have the money to pay them at the time, so they used my credit card details without my knowledge and charged my card! I have complained in my letter as I was assured my card details would be destroyed if the problem was not fuel linked. I have also asked for details of the policy where it shows that you will be charged for an item that is not covered by the policy, also the scale of charges.

Members' Comments onkatejb's Review

• First Call GB Ltd on 4th Nov 2008

  ***First Call GB Ltd Official Response***
  
  As with all breakdown, insurance policies and warranty policies, not every eventuality is covered, and as such we provide assistance to our members for faults not covered, but they will be liable for the cost. The only other alternative is to leave members stranded at the roadside for such faults, which we do not believe to be an acceptable level of service to our customers.
  The member's fault was with her key fob and not her car, and as such she was not covered under the policy. As she did not have a payment method with her, she provided us with her mother's Credit Card details in case it was discovered that the fault was not covered under the policy. Based on the symptoms described by the member, it was believed that the fault was fuel related, and the member was informed that if the fault was running out of fuel or wrong fuel in vehicle then the card would be charged. This was because these are two examples of faults not covered under the policy. As the member's mother was unhappy that the card was charged for something other than one of the previously mentioned faults, we refunded her payment as per her request, and the member sent in a cheque for the outstanding money, bringing the matter to a resolution.
  With regards to a delay in replying to the member's complaint, we disagree with this opinion. This case required a full investigation and was answered well within the guidelines for complaint responses.
  First Call GB Ltd is committed to the highest level of customer service, but we can only operate according to the terms and conditions of the policy to which all members agree to abide by upon taking out cover. We still are confident that we still offer the best value breakdown product in the market.