MasterCare
Reviews and Complaints

Good day
I have cancelled my policy on the 31st of October yet Master care still deducted a premium this month stating that I did not give them 30 days!

First they said I can't cancel if I had service in the last 6 months - last service was in February 2017 then they changed their story to the 30 days.

Today 29/11/2017 they took December premium and the lady I spoke to (very rude lady) told me to forget about the 31st of October as the policy was cancelled on the 7th of November thus I am liable...

How can I forget about the 31st of October if that is the day I emailed them...

Acc no 0028869
We requested that this account must be closed for we did not receive any service with our last claim. therefore we asked for the debit order to be stopped.
The d/o was stopped for 3 months and then it was deducted again. We phoned and inquired the d/o. They said we were in arrears. We explained that we requested the cancellation of the policy. We did send an e-mail to niselle but with no reply and still the d/o is been deducted.
There went another d/o of this month and I feel it is very unprofessional of the company to take advantage of pensioners lilke this.

We request that this order is cancelled as of from today 18 September 2017 and if another d/o is deducted, we have no choice but to consult an attorney.

Regards.

C. Hatting

Can you please assist me I was reporting my washing machine on the 17 July re no CAR5038188.
And I asked them if they can come on a Saturday because there is nobody at home in the week time.
Ever since nobody call me or come out to repair my washing machine.
As you know washing is a very important equipment in one's house.
This is very urgent.
Thank you regards JJ Vosloo
Adres: Kwartelcresent no4
Rooihuiskraal
Centurion
Celno: [protected]

Good Day

My name is Mr Moodley and I have a repair contract with master care (early bird). I have spoken to Nishelle on cancellation off my contract and I was told to wait for six months for cancellation to take place. I also sent her an email and got no response till date. I don't see why I have to ait for six months for cancellation when they don't even have parts / spares to fix my appliances. This means I am paying for nothing. I would like them them to derminate my contract with them with immediate effect. I can be contacted through email.

Disappointed Pensioner

Good Day Sir / Madam
Policy Number: MJ5602

I took out a contract with Mastercare and at that time it was mentioned all calls are recorded, The contract I took out was for my household appliances and my account was debited on a monthly basis.I logged in a call on the 24th of August 2015 for a repair on my washing machine, ref number [protected], I spoke to a lady by the name of Thembi, when the technician came out he said my washing machine can not be repaired.When the technician left I decided to take a look at the machine myself. The setting was out and I resetted it and the machine was working again. I called in and spoke to Thembi, asking her to cancel my contract with immediate effect as I was disappointed with their service, Thembi said she will ask Michelle to cancel the contract immediately, After speaking to Thembi the debit orders are going off every month and the contract has not been cancelled.
Please can mastercare get the recordings which I asked Thembi to cancel my contract and to please refund all the debit orders which went off my
bank account.
I only took note of this debit order for the past 3 to 4 months which I thought was cancelled a long time ago.
I tried calling Mastercare on the number [protected] and to no avail they would answer their phone, after a few days i managed to get hold of someone and asked for their phone number and email address to see if there was any change. They said thats the only phone number but was out of order which i think was just an excuse.I sent Nishlle an email on the 5th June 2017 to again cancel my contract with mastercare and she replied that i need to pay the monies that i am in arrears which does not make any sense as i was told on the phone when taking out the contract that if i fail to pay an instalment the contract would automaically be terminated and i mentioned above to Thembi to cancel the contract in August 2015.
After all this the debit orders are still going off my bank account which i am reversing.Please kindly assist me this this problem.
Thanking you
Kind regards
Farouk J
mobile no. [protected]

Morning, emails was send I have been phoning and still no feedback to when my equipment is going to be fixed. I logged a call 27 Feb 2017 CAR/35739/706 my dishwasher was leaking and not working they came and the same day it was leaking more and still not working according. I phoned and email was send again to Nishelle and Denisha and Doreen and all they say is they will call me, well it's not 13 March 2017 and still no one phoned or came out to fix. I also logged a call the same day 27 Feb CAR/35735/77 for my lap top and also was emails was send to Nishelle, Denisha and was told again they will call me well its 13 March and still no one phone. I feel your service is pathetic and I will log or send an email on HelloPeter.

Regards Magriet Meyer
[protected]

Good morning

1.On the 5th February 2017 I phone and reported my dishwasher that "tripped the electricity". - ref: car 33848/8 on thursday the 16th feb 2017 a guy came and said it is now fixed.

2. Friday 17th feb 2017 I packed the dishwasher and within 1 minute it makes
a siren sound and starts flickering - don't even start a cycle.
saterday the 18th February 2017 I phone and receive a new ref no:
car 3564/8. On the 22/02/2017 someone from early bird phone me and ask me if there is somebody at home - I reply that there is always someone at home. up to today the 3rd of march 2017 nobody showed up ...

3. I have tried several times this week but was holding on for ages - the one time was 27 minutes ... on my cellular phone.

4. Today the 3 March I phone again and when I give the reference number I was told "the call is closed" and give me a new ref no: car 36327/8.

I am terribly upset and this is not as you promised on your recording system as "acceptable service we provide".

I really do not think that in 2days time it will be a month that I battle and received only bad service. Nobody can blame me for being an very unhappy customer.
MJ Bosman
ID: [protected] 6
Cellular no: [protected]

I logged a call on 20 October 2016 (for the first time) regarding my faulty Speed Queen Washing Machine and I am still today (07 December 2016) without a working washing machine.

After numerous follow-ups made to the Call Centre, I keep on getting the same response that the faulty part has been ordered (outlet pump) – How long does it take them to get hold of faulty parts? But in the meantime my monthly premium gets deducted from my bank account without any delay!

This is really PATHETIC SERVICE! Factories will be shutting down soon for the Christmas recess – Will this then mean that I will be without a washing machine for another month or two?

WHY DO YOU PAY FOR A SERVICE AND NEVER GET IT I HAVE HAD THIS PROBLEM WITH THEM FROM THE FIRST TIME

I logged a call with Mastercare on the 29th May. Today is the 28 th of August 2015 but my washing machine is still not fixed. I sent several complaints. All I hear is waiting for spares. Someone is lying to someone and this is not acceptable. If this matter is not resolved asap I am publicising it in every possible media. I hate it when people lie, cannot give the appropriate service & show no responsibility. I have been a client of Early Bird before your business rescue for over 35 years. I don't think I deserve this treatment. In July I asked for Mr Henry Groover (Manager) and I am still awaiting his call.
Every month my premiums are deducted but my machine is still not repaired. From May to date the amount of money I spent on travelling to a laundromat & paying for washing I could have purchased maybe 2 or 3 brand new machines. It does not make sense to be on contract with such disgusting service.

Taken a contract for repairs and service of appliances at home in May 201, had a waiting period of 3 months, called them to reports stove giving a problem on 25 September and received a reference number and was advised that an agent will call with the next day to set up appointment to come a repair, no call received and I called again on Monday following and was promised the same. On the Wednesday still no call so I called again and this time promised that the agent will come out on the Thursday and carry out repairs. This also did not happen by Friday lunch time, called again and this time given stories and promised call back which did not materialise.
This firm is scamming people into contracts and then not delivering the service promised. What should one do?

I have a service contract with Early Bird for more than 10 years. I log a call with Head Office - service centre (early Bird / Masrercare ) a month ago, up until now no service, no one answer the phone...I am going to cancel my contract due to poor costumer service.

I'm a edcon customer and at this moment I am very unhappy, my fridge was repaired by mastercare earlybird benoni branch more than once in the last 2 years, and it is still not working. On the 11-01-2012 I have emailed the head office about this and the only reply I received was to paul stating that he must investigate and give feedback to them up until today I have received no feedback after we send ed another email to them on the 17-01-2012 and still no joy or feedback from them.

As a customer they are suppose to contact us but in the end we did all the phoning to find out how the repairs was going, in the end we got told fridge is coming back rnr (returned not repaired). After my daughter and myself went to them and saw in what condition the fridge was I told them that edcon had already paid for all repairs done to the unit, I as a client of them felt that they were in the wrong, my fridge was clean and no bumps nor marks was on it as it was still new, the things I have noticed was firstly, fridge very dirty, bumps on my fridge and staff food inside my fridge even thou it was not repaired. Wanted to talk to someone in charge but as always the managers was not available.

Eventually my fridge came back after they have repaired it, only worked for one week and up until today it is still broken.in the email I send ed to the md of mastercare earlybird head office I stated that I have only two options left, to report them to the consumer counsel or get someone out to repair the fridge and they have to pay.

As a paying customer I would like if somebody can please investegate this company and give me advise what else I can do.

With thanks
Mr. M.A. Pretorius

In february 2011 I complaint about my fridge/freezer not workingg. I was given a job no: xn029153. After calling for more than 3 weeks, the technician checked the freezer and we were told that he needed to order a computer and will get back to us. I have not heard anything from him since. On the 31/08/2011 I call master-care complaining about my chest freezer that was not working and was giving a job no xn040107. The technician gave out 3 week later and said that he needed a compressor and will order one and get backk to us. I phoned every second day and I was told that an e-mail wold be send to the manager and he would contact me. I have call the call centre repeatedly without any joy. Yesterday a technician when to "repair" the faulty appliance and my daughter was told that everything was workingg nada she had to pay him r50.00 call out fees. None of the appliances are working and I need to find out what I have to do to get my money refunded for the maintenance contract I being paying for all the year so that I can buy new appliances.

We had the washing machine repaired by our insurer as we thought, we switched the machine on and went out shopping and on our return we notice that the fridge freezers was defrosting and the electricty was off. On switching the electricty back on and checking the washing machine we that the washing machine had not finished, when restarting the machine we noticed that this is tripping the electrics out. I am disabled and my 11 year old daughter wets the bed. The company says I have to wait until tuesday or wednesday next week. We can not wait this long and have no family or laundry near please could you help.

I handed a washing machine in on 20/1/2011 it is 4 june 2011 and still they just say they dont have the part. kelvinator says if it is on back order it takes one month.? yet every time I phone mastercare or edcon they dont phone back they pass they buck and the managers just could not be cared. the regional manager mr kruger has a tel no when you phone it replies as says there is no one to answer the call and then it drops your call. at belville you leave messages for roderick and for clive who are always in meetings when you phone, but they dont phone back. when you finally speak to someone they just say the supplier has no stock, come one no stock since january - kelvinator is a big company, obviously someone is not doing there job at mastercare, they need serious traning in customer care

Your kic fridge with the 'fridge freezing up' fault ref. no is ixn028119. enquiry:[protected]
Your defy tumble dryer with the 'dead' fault ref. no is ixn028121. enquiry:[protected].

I am paying early bird a monthly fee on three items so that, should something go wrong they fix it at no addition charge.

As per the 1st two sentences above which I received within 5min of lodging the faults that needs repair work (23 february 2011), they finally arrived 2 april 2011 with only the part for the tumble dryer which, it turned out to be the wrong part. they then arrived 2 weeks later with another wrong part.
I have received not a single phone call from them in all the days that I have been waiting for the repairs. I had to phone them to find out what was happening. only to hold, almost every time, till the automated voice asks you to leave a message because all operators are still busy. I have left messages but still, no one has contacted me.

I have in the mean time discovered that early bird is now falling under another company. I have not received a letter, e-mail, call or sms from them to announce this or to give new contact details.

I sent my stove in for repairs more then a week ago and after two days I heard nothing from Mastercare. After I phoned them they gave me a quote for the repairs and I accepted the quote. The lady from the call centre said that they will order the parts. I asked how long it is going to take and they said they will find out and call me back. No one phoned me. Two days later I called them again and they said that they have ordered the parts today (2 days after the quote was accepted) I asked them why only ordered today and they said that they waited for the approved quote and I said that I approved the quote two days ago. The call centre could not give me an explanation. Four days later I phoned them again as I have not heard from them and then they said that they have only ordered the parts today which is more then a week after I gave my stove in and they could not tell me why the parts were ordered late. I then asked how long it is going to take to have the parts delivered and they said 5 days. Then I said that that is too long and I want my stove back. The lady said that she will get back to me. No one called me. I tried phoning the call centre 2 times and the thing cuts me off.

Logged a call on the 18th of January to ahve my microwave repaired, 2 weeks later no response. Apparently they logged the job with the wrong branch so tha job was just cancelled. For the last month someone is going to 'call me back' but still nothing. Appliances are supposedly fixed in 24 hours or replacement unit supplied until your is fixed - and no where does it say they will remove the appliances from you premises. It has been over 2 months no one can even get back to me, how long will they be once they actually take the appliances ?

Their service is appaling and I wouldn't recomend them to anyone. The only thing they can actualy get right is deducting the money from your bank account at month end.