Appliance Protection Group 

BE WARNED. My cooker, insured by APG until Feb 2023, failed on 08 02 2022. Called APG several times & got the same message that calls will be monitored, Thank you for calling APG Group Limited. Sorry we can’t get to the phone at the moment. Please leave a message with telephone number, ref no. etc. Then sorry, but the user’s mailbox can’t accept any more messages. The line then goes dead. Phoned several times on 09 and 10 Feb 2022 same reply. Will no longer renew or recommend.

Steer well clear. They take your money and ignore your calls, emails and messages when you need them. A terrible company. Sound so genuine when acquiring your custom and that's the last decent conversation you will get out of them. An absolute disgrace. Not to mention the money they steal each month.

Disgraceful company - repeatedly called for an update about one of appliances, but have had very limited feedback or update for our dishwasher. Paid for a 3 year plan, never needed them until now and they are nowhere to be found. Definitely wont be renewing.

I have telephoned and left messages asking to arrange a repair. I have also emailed. I did actually speak to someone last week who said that i woukd teceive a call from an engineer. Nobody has called. Tried to call today. One number says memory full. No answer from the other. Have emailed again. No answer. Seems I have been scammed

We are now entering our third week of trying to get someone to talk to. Recorded message tells me they cannot get to the phone right now. I have tried to contact them many times every day. Messages cannot be left because the message box is full. Why am I not surprised.

Hi APG,

Please can someone contact me regarding my Washing machine. i've called and left few messages and added a message on your website and still no reply. Thank you, Primrose

Do not let them miss-sell to you!!

Reviews for this company are either “excellent” or “very poor”. There is nothing in between.
I was cold-called by APG and miss-sold a policy covering 2 appliances. I already had a policy in place with Domestic and General and being caught unawares, I thought this was who I was talking to. Yes, APG told me their company name but at the time, I couldn’t have told you the name of the company I was used to dealing with. I was persuaded to pay up front for 3 years’ cover as it was less than I was currently paying. Alarm bells should have rung, firstly when APG rang me to see why I hadn’t yet authorised the payment with my bank, and secondly when I did not receive any documentation. The customer care number I was given went to voicemail, but the mailbox was full and I couldn’t leave a message. I eventually found a number in the internet and managed to speak to an assistant. I was promised documents by post, which did not materialise. It was at this point that I became suspicious and realised I had been duped. Any “cooling off” period had long passed and this may well have been a deliberate manoeuvre by APG. I subsequently asked APG for a refund or at least a partial refund but was refused.

I have no idea if my policy with them is worth anything but I am a very dissatisfied customer. I am so annoyed that I allowed myself to be scammed in this way.

Machine repaired within 72 hours of calling for a breakdown on my hotpoint washing machine. During this hard time of Covid, it was really good to see such a quick turn around and a very professional job done. I'd highly recommend this service as it was just quick and easy to sort out.

(if anyone else has been scammed by them you can contact your bank and do a chargeback and get a full refund even if it is months later)

My dad has 2 policies with you i have been around his this morning to see him. (Sat outside the front due to covid)

He is already covered with Domestic & General and unfortunatley suffers from dementia.

I have tried contacting you this evening around 5:40pm.
We have proceeded to do a chargeback to get his money back £467 in total.

I'm curious as to why his policies are dated 3 months apart? (i have suspicion to believe you contacted him because he is vunerable?) and it was done during the first lockdown. i am very suspicious and i will be contacting domestic and general and Trading standards tomorrow to see how this has happened.

I have now had to purchase a call blocker for my father.

Please do not contact him again.

This company phoned my 80 year old mum in law and took £237 + £237 +£198 for 3 policies for a 3 year term for a oven, washing machine, fridge freezer.

They phoned on 3 separate occasions

They refunded £118 on 1 policy after i complained.

My mum in law has:

Advanced Vascular dementia

Terminal/inoperable liver/bile duct cancer

She will not see the end date of 2 of these policies.

After i complained again
They said the following:

"Dementia signs would not have passed auditing and we have a vigorous system in place for these reasons."

Funny i thought "denentia signs" needed a medical diagnosis by a medical specialist - not sales staff.

Disgusting!

1 You rang her - she didnt ring you

2 so people with dementia just say "hey ive got dementia " are you serious?

3 the policies are only a few months old. Why not just take 1 year fees and rebate the other 2 years. She wont be here then. Or dont you care.

4 your sales staff have NO TRAINING IN DENENTIA.

5 have you no shame in this matter

Not only have they taken over £600 my mum in law they now tell me they have no voice record of any calls and no signed contract from her.

Unbelievable.

They have now said its an unfair review. Absolutely astonishing!!

This review is 100% accurate.

And they are being fair ...... taking a 3 year policy payment from a terminally ill 80 year old dementia sufferer.????

Quick update: off to citizens advice to complain.
Ringing bbc/itv - should make an interesting story on how vulnerable seniors are treated by this company.

I was cold called out of the blue whilst outside and was told my washing machine could be covered for three years if I took out a policy costing £180. I mentioned that my machine was 9 years old but this was not an issue and the only questions I was then asked was if my machine was in good working order. It was. I decided to go ahead as the policy included full replacement of the machine if a fault could not be rectified and this seemed like a good policy. But I did not receive full paperwork which concerned me. Then some few months later my machine developed a fault that could not be fixed. I breathed a sigh of relief believing Appliance Protection group would replace my machine under the terms of my policy. But no. This company phoned back to say that I as it was an integrated washer dryer and not a free standing machine I was not covered! First of all they never asked me if it was a washer dryer or if it was integrated. When they went back and listened to the call they said I had not said anything when they ran through their terms saying they were insuring my 'free standing' washing machine - I did not hear this as I was outside so didn't rectify them, nor did I receive any paperwork either through the post or via email and I had to phone the company twice to get anything . A cover letter was sent out but no mention of it being cover for a free standing washing machine. They are now saying I am not covered and though they have refunded my policy fee, I think it's unfair. They should have asked all the questions about my machine and confirmed all answers in writing before confirming the policy was active. Also I had to wait a long time for an engineer to come out to look at this machine. I would avoid this company like the plague!

They even lie when they respond to TrustPilot Reports. They have actually called me a number of times and it is always the same old patter of 'Your machine insurance has expired'. They claim that in the past I have contacted them and had cover which is just utter tosh. They even try to con me by asking my Bank and then giving the first four numbers of a Card, obviously that is the Bank Reference so they think I we are all stupid as well. They are quite prepared to lie on these pages by claiming that they did not get awkward and nasty but fail to mention that their last caller rang me back three times to insult me. They then go on to threaten slander. Bring it on.
You might also like to note that the 5 Star Ratings bear the names of some of their cold-callers.
The whole scheme is a scam. You can buy a new machine for the price of their insurance.

Dirty company. Just been going through my deceased mothers paperwork. These guys took 1 payment of £199 back in August 2019. She had a policy with domestic and general. Thankfully I recorded all my mothers calls and found it. Disgusting. Domestic and general are already aware of this company which is not a surprise. I've sent them the call recordings.. there is a 1st call and a 2nd call. Disgusting company. Justice will be served

EDIT : in response too your reply in the first call you stated she already had cover with you. Which is impossible. I have this evidence... please explain?

Very helpful. The company was happy to renew the existing policy at the same price as last year.

Excellent service and advice handled very quickly

Customer service is the main thing for me. Always answer and always want to help. Stuck to their word every time since I’ve been protected them.

*word removed as company complained it was slander but guess what I said* my elderly mother in law into taking out a policy over the phone that she didn't need (she already had insurance in place). Because we didn't realise until after the 14 day cancellation period they would not refund. 2 months down the line and numerous emails later and she has still not received any policy paper work although they confirm that she signed up (we thought we may as well have the policy if she's paid for it and they won't refund). They also won't tell us where they got her phone number. All in all AVOID AT ALL COSTS. Seems more and more like a *word removed as company complained it was slander but guess what I said*.

Update - following the complaint the company did email me with the policy documents, but they refuse to tell me how they got my mother inlaws contact details and state that she is not vulnerable but could not tell how they could tell she is not vulnerable.

Lovely customer services, I got the paperwork much quicker than I expected and not a bad price either (definitely cheaper than buying new appliances!!) Would definitely recommend, such a simple process and you never know when you might need it :)

Had an Issue with my Fridge Freezer! The company was unable to get an engineer to me instantly (understandable when you live in the depths of Scotland) however was able to source an engineer from the local community to solve my issue. I thought this was a brilliant idea for small towns like mine. Would recommend, regardless of postcode.

Excellent service remarkable customer services team dealt with quick and efficiently