Crédit Agricole Assurances / Pacifica Reviews 1,712

I made a claim at the beginning of February and the correspondence is extremely slow. I'm still waiting for all my claim to be paid.

Excellent contact avec les interlocutrices qui comprennent mes attentes et qui me proposent des solutions

I think your security arrangements work well and I find them easy to use. Your staff at Mansle, 16230, have always been helpful. I understand your rule that to pay a new name you must wait 3 days is good but once I had to wait 4 days because CA had not released the name (which was EDF, not an individual !) Usually my adviser replies to my questions quickly but if he is away, another person can be slow.

As an Englishman in France with limited French vocabulary, I do try, the agents are usually understanding and patient but if we have trouble understanding one another then a translator is brought into the conversation. I do, however, wish that more use of emails was made rather than text messages.

Dignostic planifié rapidement
Action rapide suite au contact établi avec le garage
Contact Pacifica disponible à chacun de mes appels et efficace

mon lave linge a ete victime dun coup d orage et donc hs. Jai signalé cet incident à la plateforme Pacifica qui a immediatement pris en charge le sinistre et m a indemnisé dans les jours qui suivirent.

excellent service thank you
very helpful and prompt service A+++++++++

I agree with these poor reviews, I used Pacifica via my Credit Agricole account and it is the worst experience I've ever had. Extremely protracted, 2-3 years for straight forward issues, and publicising English speakers was in fact rare, I ended up going to a mediator except they were part of the same company and then asking French speakers to call them for clarity. Emails returned an auto response, I'd then wait 3-4 weeks for a response. Only recently concluded. There were a number of failings and I believe compensation should have been offered, very unfair. In comparison with Generali, I have fast responses, explanations in English and no sense of hostility.

My experience with Pacifica began on August 22nd and has been ongoing ever since. Unfortunately, it has been one of the worst customer service experiences of my life. Initially, everything seemed promising with a quick appointment booking. However, I soon discovered that calling back as an existing customer often resulted in long hold times of 30-40 minutes. I learned that selecting the chargeable out-of-warranty repair option was more efficient. The engineer arrived on August 28th to assess my LG American-style fridge freezer, which had stopped cooling. He diagnosed a compressor fault and indicated that a replacement was needed. I expected a prompt follow-up appointment, but after waiting over a week with no communication, I had to chase Pacifica on September 3rd, 4th, and 6th. Each time, I was promised a call back that never came. Finally, after escalating the issue, I was given an appointment for September 20th—nearly three and a half weeks after the initial visit. This delay was unacceptable, especially for a family of four without a fridge/freezer.

Despite logging a complaint, the Service Desk Technician managed to push the visit forward by a few days. By this point, I had already paid £215.42 for parts and £104.99 for labour. I even received a call chasing payment for parts that had already been paid weeks ago, highlighting the disorganisation within the company.

On September 16th, the engineer arrived to replace the parts but found a damaged compressor in the box. After numerous calls, the next visit was scheduled for September 25th. Shockingly, the engineer then informed me that the new compressor required a software update, which he could not perform without a jig. He admitted knowing this beforehand but still proceeded with the visit, wasting my time and Pacifica’s resources. He also explained that he could fit the compressor, but it wouldn’t work. I asked him to leave, which Pacifica is now challenging as me cancelling the repair. Why would I want something installed that isn’t going to function properly? This could potentially be dangerous. Installing a compressor that operates like the faulty one is surely not in the LG repair handbook.

After many more calls, a fourth visit was booked for October 4th, one and a half months after my initial contact. Thankfully, Gavin, the final engineer, resolved the issue and even checked in on a Saturday to ensure the repair was successful. His dedication was commendable and a stark contrast to the overall experience.

Despite having a working fridge/freezer now, I am still waiting for Pacifica to acknowledge my compensation complaint, Four weeks after the job was closed. If I had known the time and frustration involved, I would have purchased a new fridge/freezer instead.
I hope this review highlights the need for significant improvements in Pacifica’s service.

I had a water damage problem and Pacifica service was excellent. They helped with all the necessary steps and paid on time. Great service

PACIFICA continue to disappoint. My escalated complaint has still not been resolved by the Resolution manager appointed to my appalling customer service experience that has been ongoing since August. I was mis sold the terms of an engineer call out which they initially denied then played the recording of my call and accepted my claim. I was told I would receive an apology which never happened. They offered me a paltry compensation payment which went into my account on Friday. HOWEVER the two hundred pounds i paid for the call out of the engineer has still not been refunded as promised. DO NOT USE THIS COMPANY.

Been waiting for over a month now without a washing machine . The problem with the washing machine is it’s unable to close the door and lock . Had first booking and didn’t turn up . So when the engineer did within an hour after him leaving the washing machine tripped my electrics with wet smelling washing in and was left in until the engineer coming round 4 days later . The same problem happened again . The engineer said “ it could be a faulty batch of locks” and he would report back and someone would get back to me . No one did !! . No one gets back to you with this company . I called them they put the phone down when I started to tell them I’m fed up and frustrated I have no washing machine and in that time I had had Covid and got a sick cat . I chatted on their so called help online chat , they just end calls . I am no way rude to them . I have never in my life ever been treated so disrespectfully ever . Like they don’t even care. I left a review on here a month ago and a Caitlyn - Pacifica Resolutions Manager spoke to me and said she would look into the issues I have and will call me back and she didn’t .they are a joke , I just give up !! Awful company they don’t care . I will never buy a Zanussi washing ever again .

Good well done by Brad 6214, came to repair my 10 month washer. He’s not been on the job long but his work was excellent. Extremely courteous and made sure the job was finished before he left.

Appalling delay of many months in settling a straightforward home insurance claim after a serious boiler leak. Photos and estimates of repairs (from their own recommended company) sent but never accepted.
Their inspector eventually came after many weeks and appeared to accept the damage claims - since when nothing. We have been without the use of our main bedroom suite now for over six months!

Rude and incompetent.
Communication must be a swear word at Pacifica. 1st engineer turned up in April to repair my brand new dishwasher, could not repair and had to order a part. 2nd Engineer turned up May, replaced part, all ok. Dishwasher down again, June call to Pacifica-will send another engineer. Nothing. August- me chasing them, item cannot be repaired. August- me chasing them again, yes we will send engineer. Evening before visit got text message to say Engineer sickness visit cancelled. September- me chasing again, Nah! cant be repaired. I had to contact Hisense for a replacement. Overall rude and incompetent company and would advise against anyone using them.

Mr Steve Norris visited my home on Thursday 8/8/24 and carried out repairs to my Belling Cooker. Steve was very knowledgeable and did the repairs well. I would have no reservations in recommending Pacifica to anyone needing electrical domestic repairs. I will be using them again if required!

I would give this service a minus score if that were possible. Once again my oven is not repaired.There have been many failed attempts: engineers not turning up, engineers not having the right part, today the engineer turned up with a broken part with no access to a replacement. Therefore there will have to be yet another day of my holiday allocated to a Pacifica repair. I have been 6 months without an oven now, despite paying extra for an extended warranty due to the inflexibility and extreme incompetence of Pacifica. Do your best not to become involved with this company.
After 13 months I had a reply to my review, saying they were sorry I was not happy! There’s nothing more to add.

Want to give zero

They tell you they will look for the part you require & call back with details, but they don’t…..

Tell you the part you require is in stock and then when you chase to make sure it’s on the way, they tell you 6 weeks and try and charge more .

Got to try and find alternative parts now to fix my dishwasher !

Awful company

Just registered my dishwasher fault with Pacifica.Spoke to a guy named Mark Smith who was very helpful and knowlegeable dealing with my issue. A very good experience.