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British Gas HomeCare
by Ex Service Manager of another company
All of these reports state the same problems time after time. Mine is no different - I call BG because the local water board tell me I have a leak in the system. They have sent an engineer who tells me that the leak is not their problem, so I call BG - I have full cover.(What exactly does this mean? - I have no contract, no service level ... agreement and now it is being turned over to an insurance company, which means it will be gettting more expensive next year).
BG send an engineer who arrives five minutes before clocking off time - he looks at the water meter and agrees I have a leak. He looks at the toilets and tells me he cannot see the leak. End of call????
SO how does this work then? The engineer cannot find the fault so leaves it.
I pay BG for the engineer cover and parts, and I also pay the water company for the leak. At what point does the leak become someone elses problem?
A week later - the hot water system fails. The central heating still works and there is a light on one of the valves, so I suspect that the valve has stuck. Hey, I'm no engineer so let's call in the experts. It's a Saturday evening - but they have twenty four hour call. The call center accepts the call and books it for Monday PM. I wait - no engineer. I call again - sorry the paperwork got lost?
You really mean PAPER WORK? - it's NOT even on computer?
NO sir, we employ a couple of "bods" to man the phones and fill out paper call sheets that get picked up next day and allocated. Someone must haved lost yours. SORRY.
But I've taken the day off work, it has cost me a days holiday and I only have 24 left this year - when can you make it? How about tomorrow? What time - not sure sir - we will have to try and fit you in. OK but my wife will have to take the day off work, will you be able to fix it? Not sure SIR.
Engineer turns up - nice guy - not his fault - don't shoot the messenger.
Can you fix it? - Dunno yet - whats the problem?
No hot water - valve stuck have you got one with you.
Oh no sir, don't carry spares have to come back tomorrow ( I SAID DON'T SHOOT THE MESSENGER!!!)
Another day off work and the water is still leaking - they seem to have forgotten this call out all together and now I have a broken light switch as well.
I call the help line about the light switch - after all I am paying for this to be covered and although I am an electrician why should I pay when I have already paid them.
Hello BG - can you send someone round to fit a new light switch? - Of course sir. When would that be? - in a couple of days I'm afraid, can you take another day off work just in case we might turn up with the right switch?
I think I will change it myself - it's going to be cheaper and less stressful.
SO what is the answer to this atrocious lack of service.? I asked to speak to a service manager about the problem, they refuse to let me.
WHO IS GOING TO DO SOMETHING even if they want to tell us that their television advertising is all rubbish - this is NOT SERVICE - agh the answer - I will complain to the advertising standards authority - now where did I put that number.?
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British Gas HomeCare
by Alexandra
At my last review on 8.2.11 I wrote that British Gas Homecare had cancelled my appointment for 9th February 2011 due to the part required had not arrived in stock.
I received a call on Thursday 10th February to say that they now had the part and the British Gas engineer could come out on Tuesday 15th February to fit it. He ... arrived, fitted it, and still not working!!! He then said that he would need to send out a "Hotpoint" engineer as they specialise in this type of appliance (for gods sake its only a simple style tumble dryer!). The Hotpoint engineer came today and told me that the only problem with it was the thermostat (a five minute job). He changed the thermostat but because the British Gas engineer had fitted the WRONG PART (the one that had been ordered) the Hotpoint man could not fix it and now had to order the correct part. He is now coming back next Tuesday 22nd February. So all in all it has taken 4 weeks from ringing British Gas Homecare for a repair that would have taken 5 minutes to mend!!!!!!! Oh and by the way, if the ordered part (electrical circuit board) had been correct, it would have needed reprogramming and only a Hotpoint engineer can do that!! So BG engineer ordered the circuit board not knowing he would have had to reprogamme it anyway!! Give me strength!
Appauling!!!
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British Gas HomeCare
by ian b
Do not attempt to sign up to this agreament aviod at all costs, sat here at home no heating although i have full cover, problems with system called gas out on tuesday came today stated i needed a power flush 600 pounds for and also a magna filter special price of 700 for the both, or re-place the radiators for 755, 3 in total although i ... have full cover , they say iam not covered for a sludge build up which i feel they are responsible as they have not kept up there care agreement and used inhibitors in the 10 years i have been with them.
tried to contact them and was passed around and told i would have to wait until monday, although no time as in a que, no fixed price was given it varies up and down the country even when you have the same size house, please if anyone can help with contact numbers so i can take this further i would much appreciate this.
What he did not know already had magna filter at a cost of 300 so they have dropped the price in two years by 200 quid which at the time was sold to me as the cure for any sludge problems.
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