I would like to raise you all one.
Booked in a local plumber, a firm that does 24-hr callout at short notice, recommended by a neighbour, can't be bad. They weren't. Showed up on time, worked hard to fix the central heating which was old and knackered, it was winter with an elderly dad in the house, plumber was normal and courteous!
It was draining the water tank for a pre-arranged job that did it. It needed cleaning. Lads who turned up a bit more lairy, a bit over familiar. (But for context, I'm a bloke). Took from 11am to 6pm, longer than I'd been lead to believe. After they left, the hot water didn't work. So I called them up, another one came out, more taciturn. Seemed to fix it, all good.
It was some months down the line when I tried to get a quote off them for radiator valves and wasn't mad about what they quoted or had to offer, so we tried an alternative. He offered much the same quote but we were given a choice of valves. He did also notice - get this - that the immersion heater was on and did we know?
So basically, the guy they'd sent out to fix the problem of the hot water had 'solved' it by simply putting the immersion heater on!
When I queried this with the firm I got the thing about how they pride themselves on top service and would send someone out. But it seems they must have had a think on the quiet and realised that this would be tantamount to an admission so instead they asked for a call-out fee of £80 to look at it! Given it was how they left it, and another plumber had noticed the problem, I took umbrage! This played into their hands as they could then claim another plumber had interacted with the situation so it wasn't their fault.
We got someone in to have a look at it - they were the old school local plumber who puts in a shift but doesn't charge by the hour - and after taking up the floorboards to no avail realised it was because the last but one plumber hadn't opened the gate valve (small metal circular dial) under the boiler after the job.
We take our energy bills out of Dad's direct debit savings account so it got swallowed up, so thankfully I don't know how much it cost to heat our water via the immersion for months on end.
The firm had polish but as it employed a stable of recruits they had a tendency to victim-blame or pass the buck because if they couldn't fix it, it reflected poorly on them with the firm. Otherwise, it would most likely be okay because they had a lot of employees who tbf were available to be called out at short notice, and did so because they weren't their own boss, ie they were accountable (unless their mistake would make the firm liable for a lot of money, as in this case).