Awful British Gas HomeCare (British Gas HomeCare)

Name: packethopper

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Product:	British Gas HomeCare
Date:	03/02/06 (428 review reads)
Rating:

Advantages: If you can get an engineer to actually show up they are fine!

Disadvantages: Getting the *@!$£*** Planning Dept (or anybody) to call back and DO something

Nov 2005, a minor problem with CH boiler. First engineer arrived promptly and diagnosed, but did not have the part. He arranged a revisit. Start of a saga. I won't bore you with the details; just a summary - 4 no shows from engineers with no contact and no explanations; 14 promised return calls never made; 2 complaint letters never replied to; 15 calls from me, over 4 hours on the phone; 4 half days off work for nothing, oh and 2 monthly premiums collected as normal Finally fixed 2 months later when 3 (!) engineers arrived, but couldn't give me the name or number of anyone useful to rant at. The only people you are allowed to talk to in the call centres have no power to do anything, even though some of them genuinely promised to sort it out for me; not one "manager" had the guts to talk to me on the phone. Frustration and anger factor very high. The extra galling thing also was that while trying to get a visit from an engineer, I saw those little blue vans whizzing around all over the place, but none of them was coming to me!

Summary: Appalling service and systems