MasterCare South Africa
Claimed Business
MasterCare South Africa
Claimed Business
121 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, MasterCare South Africa presents a deeply polarized customer experience. While a loyal segment of long-term clients praise fast, professional repairs and friendly technicians, a significant volume of customers report severe difficulties with contract cancellations, unresolved repairs dragging on for months, and near-total communication breakdowns. The business scores strongest on Staff & In-Store Experience (3.2) but faces critical concerns around Customer Service & Communication (1.6) and Returns, Warranty & Repairs (1.7).
Top Strengths:
- •Staff & In-Store Experience: Customers frequently praise individual technicians by name for professionalism and skill. Long-term clients highlight friendly call centre agents and knowledgeable repair staff who go the extra mile.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
0Trustindex Rating
#1Ranked In Electronics Repairs
184 hours 41 minutesAverage Time To Reply
-50 NPSRecommended: Unlikely
Replied to 70% of negative reviews
Typically takes less than 185 hours 25 min to reply
TrustIndex
0
Score
Ranking
#1
in Electronics Repairs
Avg Reply
184 hours 41 minutes
NPS Score
-50
Recommended: Unlikely
Replied to 70% of negative reviews
Typically takes less than 185 hours 25 min to reply
Review Distribution
2.4|121 Reviews
May '25 - Apr '26
5(32.8%)
4(2.6%)
3(0%)
2(2.6%)
1(62.1%)
5(32.8%)
4(2.6%)
3(0%)
2(2.6%)
1(62.1%)
Recent reviews (121)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceMM
Makhosazana M
1 reviews | Active since Jan 2020
18 Mar 2026, 15:23
Mastercare
I logged a call last week for two household items being washing machine and TV set, they booked only a washing machine. When I made that call, I was told that there would be an excess fee to pay. I told the person that was logging the call, that I was not told of the excess fee before. She said they will wave it then. This afternoon technician comes, and tell me that there is only one call, he then calls his office, they confirm one item. I called the office as well, the person answered the call said, I should make another call and pay excess fee, I told him I made this call last week, and it's their fault that one item is written, not mine, and they should check the recording and see who is lying. What I do not like is I have been paying R379. 87 (increasing annually) monthly for mastercare for 6 years now, for insurance. I only had two claims, other than the one I've made last week. Iam so upset, dissatisfied, disappointed with MasterCare service.
Helpful (0)
|Replies (0)MM
Makhosazana M
1 reviews | Active since Jan 2020
18 Mar 2026, 15:23
Mastercare
I logged a call last week for two household items being washing machine and TV set, they booked only a washing machine. When I made that call, I was told that there would be an excess fee to pay. I told the person that was logging the call, that I was not told of the excess fee before. She said they will wave it then. This afternoon technician comes, and tell me that there is only one call, he then calls his office, they confirm one item. I called the office as well, the person answered the call said, I should make another call and pay excess fee, I told him I made this call last week, and it's their fault that one item is written, not mine, and they should check the recording and see who is lying. What I do not like is I have been paying R379. 87 (increasing annually) monthly for mastercare for 6 years now, for insurance. I only had two claims, other than the one I've made last week. Iam so upset, dissatisfied, disappointed with MasterCare service.
0
Replies (0)PM
PRIYA M
1 reviews | Active since Jan 2020
13 Mar 2026, 07:13
RETHINK SIGNING WITH MASTERCARE
I have been dealing with a frustrating situation regarding my fridge, which has been undergoing repairs since June 2025. By November 2025, it was sent back to the workshop, and on March 6, 2026, we received it back in an appalling state. The fridge was not only damaged but covered in deep scratches and dents, with visible *****s missing, making it look like it had been through a rough ordeal. I couldn't even bear to inspect the interior, fearing the worst. When I spoke to the manager, JP Schoeman, he promised to follow up with me, but since that conversation, he has remained silent. I have sent him photographs and we even have videos that clearly show the severe condition of the fridge upon its return. I am reaching out in hopes that someone with more authority than JP Schoeman can contact me to discuss how this troubling situation can be resolved.
Helpful (0)
|Replies (0)PM
PRIYA M
1 reviews | Active since Jan 2020
13 Mar 2026, 07:13
RETHINK SIGNING WITH MASTERCARE
I have been dealing with a frustrating situation regarding my fridge, which has been undergoing repairs since June 2025. By November 2025, it was sent back to the workshop, and on March 6, 2026, we received it back in an appalling state. The fridge was not only damaged but covered in deep scratches and dents, with visible *****s missing, making it look like it had been through a rough ordeal. I couldn't even bear to inspect the interior, fearing the worst. When I spoke to the manager, JP Schoeman, he promised to follow up with me, but since that conversation, he has remained silent. I have sent him photographs and we even have videos that clearly show the severe condition of the fridge upon its return. I am reaching out in hopes that someone with more authority than JP Schoeman can contact me to discuss how this troubling situation can be resolved.
0
Replies (0)HD
LC
Leandri C
1 reviews | Active since Jan 2020
11 Mar 2026, 10:14
Worst service ive ever received
If i could give 0 stars i would. I have been with mastercare for years and honestly never had the best service but it was ok service. 2years ago in 2024 around september/October i had issues with my washing machiene, so i logged a call. They responded a week later with an email saying they will arange for a tech to come out, 2 weeks go by and nothing, we phone to follow up they send someone out a week after this. This tech says machine needs to go in to the workshop they will arange pick up. I wait 2 months for someone to lick up machiene in this time i follow up weekly. They finaly pick up the machiene and bring it back 2 weeks later. My machine is still not fixed, still has the exact same problem. I phone to inform them machine is not fixed. They pick it up a week after that i only recieve my machiene back in march of 2025 after many phone calls and complaints. October 2025 my tumble dryer need to go in for a repair we are now in march of 2026 i still dont have it back as they are still waiting for parts and cannot tel me when i will have my machiene back. I cannot wait to get my appliances back and finely end my membership with them they are the worst service provider i have ever worked with and would recommend them to no one.
Helpful (0)
|Replies (0)LC
Leandri C
1 reviews | Active since Jan 2020
11 Mar 2026, 10:14
Worst service ive ever received
If i could give 0 stars i would. I have been with mastercare for years and honestly never had the best service but it was ok service. 2years ago in 2024 around september/October i had issues with my washing machiene, so i logged a call. They responded a week later with an email saying they will arange for a tech to come out, 2 weeks go by and nothing, we phone to follow up they send someone out a week after this. This tech says machine needs to go in to the workshop they will arange pick up. I wait 2 months for someone to lick up machiene in this time i follow up weekly. They finaly pick up the machiene and bring it back 2 weeks later. My machine is still not fixed, still has the exact same problem. I phone to inform them machine is not fixed. They pick it up a week after that i only recieve my machiene back in march of 2025 after many phone calls and complaints. October 2025 my tumble dryer need to go in for a repair we are now in march of 2026 i still dont have it back as they are still waiting for parts and cannot tel me when i will have my machiene back. I cannot wait to get my appliances back and finely end my membership with them they are the worst service provider i have ever worked with and would recommend them to no one.
0
Replies (0)S
Sheldon
1 reviews | Active since Jan 2020
3 Mar 2026, 08:20
Worst service imaginable!!! Read the story..
The company seems good when you try to Join with a service plan, however 7 months after joining i had my first appliance that i wanted to get fixed through them, ended up quoting me an additional R7000 to fix a TV that i had paid R5000 for new originally. So I opted to cancel my service with them at the 12 month mark, this is where it started. I got into contact with a woman named Patience (Patience@Mastercare.co.za) and asked her to cancel my service. She informed me that the plan i was on was a 24month plan and not 12, I was shocked because i remember the lady on the phone told me it was a promotional "Blue Annual" plan, so i kindly requested the "recorded" telephone call for clarification, it could of been my mistake. BUT i was being dodged and communication from them was kept to a minimum. This went on for months all the while i was still paying the monthly fee. Eventually i accepted that im not going to get out of this sooner so i contacted a person from mastercare that said if i want to cancel my contract i need to send a email with 30 days notice and that i can only do that in December of 2025 for it to be valid request for cancellation. I sent the email on 1 December and i got a email back from this Patience reading the following "Kindly note,your repair plan will be cancelled in January 2026" I thought ok, it's the 30days notice they taked about, i called and she said it will be cancelled and that my last payment is taken end of Jan. I was happy with this............ Now March 2026, Payment was deducted on 26 Feb from my account from mastercare, i immediately email Patience and ask why, she says it's because i did not phone in January to cancel my plan... I MEAN ***. She sent me conformation email that it WILL BE CANCELLED in January???????? Why would i phone then? On the phone when i loged the cancellation originaly in December she said the last debit order would be end of January....... Someone fire this person for not doing their job. I can't believe that this employee is now trying to turn it on me. If there is any Supervisor or manager of Mastercare on this platform, Please reach out.
Helpful (0)
|Replies (0)S
Sheldon
1 reviews | Active since Jan 2020
3 Mar 2026, 08:20
Worst service imaginable!!! Read the story..
The company seems good when you try to Join with a service plan, however 7 months after joining i had my first appliance that i wanted to get fixed through them, ended up quoting me an additional R7000 to fix a TV that i had paid R5000 for new originally. So I opted to cancel my service with them at the 12 month mark, this is where it started. I got into contact with a woman named Patience (Patience@Mastercare.co.za) and asked her to cancel my service. She informed me that the plan i was on was a 24month plan and not 12, I was shocked because i remember the lady on the phone told me it was a promotional "Blue Annual" plan, so i kindly requested the "recorded" telephone call for clarification, it could of been my mistake. BUT i was being dodged and communication from them was kept to a minimum. This went on for months all the while i was still paying the monthly fee. Eventually i accepted that im not going to get out of this sooner so i contacted a person from mastercare that said if i want to cancel my contract i need to send a email with 30 days notice and that i can only do that in December of 2025 for it to be valid request for cancellation. I sent the email on 1 December and i got a email back from this Patience reading the following "Kindly note,your repair plan will be cancelled in January 2026" I thought ok, it's the 30days notice they taked about, i called and she said it will be cancelled and that my last payment is taken end of Jan. I was happy with this............ Now March 2026, Payment was deducted on 26 Feb from my account from mastercare, i immediately email Patience and ask why, she says it's because i did not phone in January to cancel my plan... I MEAN ***. She sent me conformation email that it WILL BE CANCELLED in January???????? Why would i phone then? On the phone when i loged the cancellation originaly in December she said the last debit order would be end of January....... Someone fire this person for not doing their job. I can't believe that this employee is now trying to turn it on me. If there is any Supervisor or manager of Mastercare on this platform, Please reach out.
0
Replies (0)D
M
ES
Elaine S
1 reviews | Active since Jan 2020
2 Mar 2026, 14:56
Well all da years that I have an account with ur company I can sincerely say u have been the best all the years
Well all da years that I have an account with ur company I can sincerely say u have been the best all the years.i call an u are always there
Helpful (0)
|Replies (0)ES
Elaine S
1 reviews | Active since Jan 2020
2 Mar 2026, 14:56
Well all da years that I have an account with ur company I can sincerely say u have been the best all the years
Well all da years that I have an account with ur company I can sincerely say u have been the best all the years.i call an u are always there
0
Replies (0)