Newest Review: ... the appointment making it clear the type of system and the fault. Utter incompetence by a supposed expert company. Contacted customer... more
British Gas Homecare - stay away!
British Gas HomeCare
Author Name: Jess Luscombe
British Gas HomeCare
Advantages: When you get a good engineer, they're great..
Disadvantages: Shocking central customer service, full of promises they don't fulfil.
We have had a BG Homecare agreement for a couple of years. Mostly things have been OK - till now. We came to them after appalling experiences with HomeServe - yet another company you should not touch with a barge pole.
I called them on Friday morning to request a engineer visit under our Homecare agreement, as our hot water was not working. I was under the impression that an engineer should have visited on the same day under their "sameday service" promise, however the earliest time an engineer could visit was Saturday morning between 8 am and 1 pm. I then received a phone call on Saturday mid-morning saying they were "struggling for engineers" and that my job had now been pushed back to 12-2 pm. Not cool, as I had an afternoon engagement. They eventually showed up and changed the hot water valve, which resolved the problem.
Last night, on arriving home, we discovered that our stopcock was dripping, the leak is coming from the nut just below the stopcock tap. I placed a call through to a gentleman called Walter at Dyno-Rod and was told that an engineer would visit to fix this between 12 noon and 6 pm today.
However, the engineer called me at 11.30 am as he thought my job was an 8am-6pm callout job, and unfortunately I missed the call. When I called Dyno-Rod back (I spoke to a lady called Sue), I was told that because I had missed the engineer's call, we would have to re-arrange the visit to tomorrow. We now have a priority call arranged between 8 am and 6 pm. As a result I have had to take annual leave, which has meant that I have had to cancel two work appointments,
To add insult to injury, although the engineer kindly called me again later this afternoon, he informed us that at weekends all that can be done is for the leak to be contained (which it currently is) and that any repairs have to be carried out during the week. This was not made clear at the time of the initial call to Dyno-Rod. The whole point of accepting the Sunday appointment was so that we could get the fault repaired without either of us having to take time off work, and this has now turned out to be a pointless waste of time.
I tried to resolve this on Twitter @BritishGasHelp. Anything but, they asked me to DM them with the details, said they'd raised this with the Service Centre, then silence. They've now gone offline till tomorrow.
Find your own suppliers and don't bother with these amateurs. Wish I could give them zero stars as that is what they deserve. I will be looking to cancel our agreement asap.
Summary: Don't bother, find alternatives.