An unpleasant experience with NRMA Emergency Home Assist (EHA)
Had a sewerage blockage. Called EHA (first time to use them in two years of membership). They were very efficient in getting me a plumber within the hour. The plumber was a nice guy but seemed inexperienced. He used a plunger and unblocked the sewerage within a couple of minutes. He mentioned I need a proper water jet blaster service which is outside the emergency call contract and that he will lodge the call and NRMA will contact me with quotes. I never received any calls from NRMA with quotes.
48 hours after he left, the problem occurred a...gain. I called NRMA EHA seeking them to send a plumber to use the plunger again and to give me a quote to get the proper (long-term) treatment done. They gave me a reference number and said the person will be there in 1 hour. They then transferred me to the quote department. They said they can see the request for quote lodged in the system and they will get back to me with a quote. They rang about an hour or so later with two quotes, one for after hours (it was already past 5pm on a Friday for $870, and another one for Monday for $480). I said I would rather have the Monday one as long as someone comes to help with the emergency at hand (by just using the plunger again to buy me 2 days or so). I was transferred to EHA and they told me that the call was cancelled because I was given a quote and they won’t come out again if a job was quoted. I explained that they only got back to me with the quote after the problem happened again and that I was left stranded. I was transferred to a supervisor (Shakira). She insisted that she cannot send a plumber to get us out of our misery because a quote had been given. Was trying to explain the situation and she kept on talking over me. I asked to speak to someone more senior but she wouldn’t let me (she was apparently the highest level I could talk to). This was a very disappointing experience. I will never use them again and will not renew my membership.
Can't really fix the problem when needed
Blockage in the pipeline. Called them, a plumber came using the plunger tring to fix. Didn't work. Refused to use the electrical drill. Told me to get someone to dig up a hole in the ground and get to the pipe. The guy was nice but didn't fix anything. If you want to pay someone to get a quote for you when you need to fix something, this is the one but if you want to get something fixed when you need something to be fixed, don't use them.
- Verified customer
Stay away from NRMA's EHA it's another Money making vehicle
We have been with NRMA for more than 10 years and recently when I renewed my insurance I was conned into buying their EHA. I have been mislead when I bought the EHA policy with NRMA when I asked for a review of the recorded conversation I was told that it cannot be retrieved. I called assistance for two areas that has water leak, plumber was informed of one area only. To fix the other leak issue means it will be considered as another call out.
I raised so many issues with the recent plumbing "assistance". They sent plumbers that are quick to...give you an assessment, sell you the product, install and collect the payment but not give you a contract, Tax Invoice or a receipt of payment. I complained about this through NRMA experience Feedback they sent but nothing happened, The water pressure has reduced the output of water for our house which left us on a roster schedule when using the water. Also, the water temperature coming out is not as hot as the previous hot water system that was replaced. The Plumber did not advise of any changes in the water pressure , left his tools onsite, did not turn on the water supply properly.I called NRMA EHA's and was told the call will be considered another call out "emergency assistance". The plumber that came is from the same company who previously "provided service." Outcome of the call out - nothing was fixed but collected the tools that was left by the other plumber. I spoke to NRMA's supposedly Customer Service team about several issues but a month has passed and nothing was done. I am still without a Tax receipt for the water heater that was installed which means every time I call for the plumbing related to water heater issue it comes out from my EHA service call out. No work guarantee or product guarantee. This will affect my home insurance since I was not provided with Tax invoice or Receipt that the water was installed by licensed plumber!!!!!
- Verified customer
Can only do small job, can not detect and fix a simple electricity leaking problem and we had been l
Over all NRMA still worth of money, that's why i gave three stars, image your toilet gets blocked and you can have someone to un-bloked for free for 6 times a year instead of calling a plumber for hundreds of dollars labor and call out fees, that's really worthy. Anyway this is my experience with NRMA emergency home assist: Our gas hotwater system broken on Fri 29/1/2016, we have contacted NRMA and a man came really quickly to have a look, after testing the water, gas and electricity which I have already tested myself. He could not figure out w...hat's wrong with my gas hotwater system and said he can not do anything but asked me to call the hotwater system company to replace. So we had been left for no hotwater for the night, the next day, we decided to have a look ourselves. we tested surface of our gas hotwater system and found that there is electricity leaking, we quickly decided that it will be the electricity leaking problem caused by heavy storm on 28/1/16, we placed a fan towards gas hotwater system as water may leaks inside of the gas hotwater system. after one hour, our hotwater system came back to life.
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