Had issues with the boiler on Tuesday. No hot water. Call out home service (not British Gas) who come pretty quickly within two hours and say I need a new part and that they’d be back tomorrow to fix it.
I book emergency leave from work to be in for the engineer to return. It gets to 10am and I’ve heard nothing so call the helpline, they tell me yep you’re on the list and someone will be with you shortly. By 2pm, nothing, so I call again- same response and I ask can you guarantee and they say yes. 4pm rolls by, nothing. I call again, sorry we will find out what’s happening and call you back by 5pm. Nothing. So I realise the lines are now closed and likely nobody is coming.
Really upset as I’m on the priority register, heavily pregnant (could go into labour any minute) and have my niece staying with me for the time being. I’ve also had to take unpaid emergency leave from work to be home to deal with it.
Next day, nothing again. I call at 9am to be told, sorry about yesterday I’ll escalate it and someone will be with you today and you’ll receive a call back with a time. By midday nothing again. No call back, no acknowledgement. So in desperation I call a private plumber/gas engineer and they agree to come out at 6pm for a £150 emergency call out.
At 3pm, I decide to go to work as I need to do stuff. Fifteen minutes into getting to work, I see the gas engineer from the company pull up outside on my ring doorbell without any warning/time/call back from the company at all.
I beg him to stay put, leave work, and get there in time. He fixes the issue. I then have to cancel the private one but still pay half the call out fee. I also have missed work again for a second day pretty much so that will be a partly unpaid. In total, I made 9 calls to the company, was promised an engineer was on his way first day (was not), completely ignored the second day.
Ive put in a complaint and they’ve offered £100 compensation. Would you accept this? I want to push but feel ridiculous. However, I lost two days of income, spend all day chasing them to no response, and had to pay half a call-out fee I didn’t even use in the end.