MasterCare
reviews and complaints

My tumble dryer was not drying my clothes, I called master care they came through and collected, they had the dryer for over 2 weeks and only when I followed up they said it's fixed and they delivered the next day, when it arrived I ran a load only to see, it still did not dry, I called them again, they came through to collect and it has now been over 4 months and I still do not have my dryer, the last reply we had from them was over 2 weeks ago, they advised they are waiting for a part from Bosch, surely this doesn't take so long, to make matters even worse now they seem to be ignoring our emails and calls when they are directed to the Durban branch,

Can someone tell me how I can get my dryer fixed and back to me urgently,

I have been paying for my master care plan since 2009 my Samsung fridge freezer American style has been no trouble on Tuesday the 6th of June just filled my fridge with shopping and it was making a noise all of a sudden it stopped the fridge went from 3c up to 7 I rang master care could not get through eventually I did stayed that it says in my contract which they had just renewed that you can get a engineer 2 days later I was told it would be a week away the following Wednesday stated what my contract said and they basically said take it or leave it I have now been without a fridge for a week all of the fresh food I bought has now had to be thrown away I am so angry it is the principal if I had not kept my end of the contract they would have quickly cancelled

MasterCare sent a technician who firstly modified my fridge without my consent and insisted that the fan needed to be replaced when it was evident that the fan was working fine. I ultimately agreed to pay for a fan that apparently only them could source with a condition that should it prove not to be the problem the fan will be returned and I be refunded. I made a payment on the 19th of April 2023 and another technician came and fixed the fridge without installing a new fan. I have requested for my refund since and until today I still have not been refunded; excuses keep changing.

Please refund my money

Mastercare picked up my subhoofer for repair 3 weeks ago after making payment. A day later I got a call that they need to fetch the rest of the soundbar to start with the repairs. They said they'll come collect.
Ever since I've not heard from them, the system is still not collected. The telephone always asks you to leave a message which they never respond to. I've sent emails also with no response.
This feels like I've been scammed.

I received a new tumble dryer a couple if years ago when could not fix my old dryer. Mastercare did not update my plan with the new model and now that it is broken they will not fix it. I paid a couple of years insurance and now I have to buy a new tumble dryer. My agreement number is 66VX2KM. The old model was AWZ650 and the replacement is AZB7570.

Member at Master care for more than 10 year. Phoned them and report that fridge no longer stay cold. Memolo handle the case. Did a follow up and was told but it was reported. Phone sevaral times on Friday (5 days after 1st report) Mamelo admitted that he did not follow up. People arrived to fix fridge. Do not have all the parts and cant help as its already weekend. They approved the job already on the Monday. They never received the go-ahead from master care (Mamelo). Now 7 days later and still nothing is happening. Asked on Friday to speak to Manager and she was not available. Asked again today to speak to manager and she was not available. I asked Patience to inform the manager to phone me back. Well- no call from her either. Workers learn well from the manager how not to do your job well and get away with it.

I also asked for a claim form to claim all the food that went down as i will not claim it from my assurance but from Master Care. Still waiting for it! It seens that from manager all they way down needs to be fired!

I have logged my KIC fridge on the 15th of March and no one has made following up on this until I sent an email to the management team to ask about it and the response was the KIC factory is on strike and after 3wks I did send another email and his response was ooh somebody supposed to call you and tell you that we did not get the parts so we decided to give you a holiday plan and I refused to the holiday plan and told him that I will wait until they fix my fridge. As I write this I don't have a fridge and no one is willing to tell me what is the solution going forward and I'm looking for another company that will assist me and I'm taking all the people I referred them here

I have a contract with Mastercare and logged a repair for my Samsung Microwave on 26/2/2021 and to date I am still waiting. The communication from their Cape Town workshop is non existent. I only get a response, waiting on part, when I phone.
The item was collected on 2/3/2021 but the parts need for the repair was only ordered more than a week later.

Towards the end of December 2020 i reported that my
Refrigerator is faulty on 02 January2021a technician came to [censored] the fault and told me he will communicate with master care untill today there is no update from mastercare or follow up to check what is happening what I understand is that in any organisation there are rotten potatoes
If not noticed they tarnish the image of the organisation
Now I am frustrated to report the fridge in December now it is
March the fridge is still not repaired I have been phoning since
January and every person is promising to make a follow up and will come back to me
Today 2021 -03-05 at about 12h10 I phoned your office and spome to the lady who introduced herself ad
as Marcell she promised that she will make enquiries then shecome back to me before the end of bussines day she did not come back to me this leaves with a doubt as to whether Mastetcare is captured by rotten potatoes or is no longer existing there is a scam operating as Mastetcare

Hi.

Please note I am totally dissatisfied with your services. Going back to my history with you guys I always had a problem and was only solved when you speak to the bosses.
I had a complaint logged and after a week I had a switch fitted to my oven of the stove by Godfrey. After trying the oven we got a smell of burning plastic which Godfrey told me its normal. He told me the thermostate need to be replaced because the red light was coming on. After I fiddled with the switch it came on. Then he tells me everything was fine.

On Saturday my wife decided to do baking and after 15 minutes of the oven being on, there was flames coming of the plates and oven. This is a fire hazard. We switched off the stove and I phone Godfrey. He told me he was in the farm and I must log a complain with the company because he is only coming back on Tuesday.

Your offices were closed so I tried other technicians who were only available on Monday.

Please can you send somebody that understands the defy stove (please no trial and error) because this could cause my house to catch on fire. I do not have a stove for now.

Please treat this as a matter of urgency.

I will appreciate it if one of the managers contact me on Monday morning were I can explain my bad experience with your technician.

My cell number [protected], home [protected].

I logged a call job no TJ0002843 for faulty microwave the 15th November 2019..today is the 25th November..NOBODY PITCHED till now! I made numerous phonecalls, they said or they will phone me back or someone will come to my house! They phoned me back to follow up, but the technician never came..only promises&Im VERY disapointed in your service! Im a client for many years, but this is the first time I battle like this! This is NOT ACCEPTABLE AT ALL!

Poor service!: I am fed up with mastercare! Promises that I will be cobtacted back never happens. Service call was placed on 27th of may 2019 at 8h20 for my whirlpool fridge and whirlpool microwave oven. Car 114467-140 it has been more than two months? Nothing was done about my microwave! After many calls I was told that there was no call logged for my whirlpool microwave oven. On the 4th of july I received a sms to inform me that a request was received for my microwave oven car -118732-94 the microwave oven was already with pj appliance who was appointed to repair bove my applainces. Nothing at all! Was done about my microwave oven. I have been loyal customer to mastercare for almost 20 years and this is the kind of service I am getting. Candice is rude on the phone! Never phones you back. Anton keep on promising me that I will be contacted back. Today 12h20 yet again spoke to anton insisted that I want to speak to mr hennie kruger. Anton told me that mr kruger will contact be back. Still no call back. What more do you whant me to do must I go to social media or to the news papers. This is totally unacceptable. Your recording when we phone is false! You don't do exceptional service as there is no service done!

I contacted your employee Raven to cancel my late mother's policy. We agreed telephonically and on email that my last debit order will be on June 2019 but i see i was debited on July 2019 as well. I contacted him 05 July and he said he will refund and speak to the finance department. I emailed on the 9th, 12th and today the 15th for a update and got no reply. This is absolutely absurd and unprofessional! Your staff are a disgrace! Raven is so quick to try and get me to stay on the policy to collect more money but when I canceled the policy and want my money back, this is the treatment I get? Mastercare staff are pathetic. Very poor reflection on the company!

Hi -I had an unpleasant experience with the protector policy added to my mastercare policy.
Julia Mosalo of matercare (document attached) phoned me on 18 September 2018 to update my policy - afterwards she offered me the protector policy at 45 rand a month for plumbing and electrical emergencies.
She FAILED to mention:

1. A waiting period before I can claim
2. only 2 claims per year allowed
3. have to wait 6 months to cancel policy
4. there was NO mention of the required cooling off period

These conditions are NOT listed in the contract (attached)- a very unethical practice on the part of mastercare.

If I had been made aware of these aspects I would have NOT taken out the policy. I found these aspects after long and dragged out conversations with mastercare and protector.

Please Cancel the protector part of my mastercare policy with IMMEDIATE effect.

Regards

Dr P A Winter
cell: [protected]
ID: [protected]

MASTERCARE JOB CARD CAR-84012-8
Speed Queen was reported on 30 May, the technician replaced a belt an thereafter the machine filled up with water and did nothing further. I reported it again and repair is still in progress. It's been almost 3 months and I need my machine.

MASTERCARE JOB CARD CAR-84011-8
2 Plates of my stove HOB did not work. Plates were replaced and 1 did not regulate the heat. The technician came out again to fix it. The plate now regulates the heat but is loose and both new plates are rusting. It is clear to me that cheap products were used.

Thank you.

I been a client of yours from 2014, my premiums was r195.00 per month, i tried to contact your call centre from about 4 months ago to lodge a claim for my tumble dryer belt snapping, just to find out that your company contact details didnot exists, i failed to contact or get any assistance therefore i put a stop order on my account, i never claimed from your company from 2014 and 4 years later after your company debited my account and benefitted, i get a call from your sales agent to advise me that my payments is 2 months behind. Petic and un ethical he stated he didnot have my contact email address to forward me new details or my address to post these docs, so all your company wanted is our money.

Kevin naicker
[protected]

I have (had) a maintenance contract with mastercare for years. I reported my washing machine was given a job no and then no further communication was received. Two weeks later I sent dudu an email to query what was happening, whom forwarded it to jacqueline (dead end). After another couple of emails I was informed that doreen had phoned me (no record of a call) to let me know I need to pay in an access amount of r559. Really! Why is there a maintenance contract? The pump only cost r200 at bergens. This I know because a couple of years ago the pump packed up and after waiting 3 months for mastercare to come fix it, we ended up buying the part and fixing it ourselves. I have now cancelled the contract only to be told I must wait 6 months. Forget it

On the 19 December 2017 I lodged a claim and received the above job card number. I have been trying to call the offices of mastercare and the phone just rings. When eventually someone answered the phone I was told that she cannot help me as the service for the repair was outsourced to another company and that I would need to contact them. Every time I call there is a different excuse.

I have made several calls and have had no response from them. I feel this is so unfair as my premiums are being deducted every month yet I am not getting the service from MasterCare.

Can someone please get back to me regarding a response as to when I can expect my machine to be replaced alternatively I will go to the Umbudsman.