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  • FIRST POST
    • watson1312
    • By watson1312 12th Feb 18, 5:03 PM
    • 34Posts
    • 16Thanks
    watson1312
    Scottish Power - Boiler Care/Cover - AVOID!!!
    • #1
    • 12th Feb 18, 5:03 PM
    Scottish Power - Boiler Care/Cover - AVOID!!! 12th Feb 18 at 5:03 PM
    Hello!
    Just a quick message here, as I don't have time to recount the full details. (That would probably take me a full day in itself!)
    I'm wondering if any of you readers have any experiences of Scottish Power's so called Boiler Care? I'm growing increasingly frustrated on behalf of my poor Mum who's been covered with them for several years now. Just after Christmas '17 she found that the boiler had a small leak from one of the connections inside and called up to report it in good faith that she'd be in good hands.....That's the reason that we take out cover isn't it......In the event of something happening that we are 'covered'......It seems not!! I won't go into all the details but to put it in short she's been messed about, misinformed, kept on hold etc etc....ultimately being left without any hot water or central heating for the best part of 3 weeks now. (The engineer decided that the boiler had to be switched off and that they'd be able to continue the repair when the correct PARTS arrived......Hmmmmmm......)
    Well, It didn't take much online research to find out that this is the usual for Scottish Power Boiler Cover, there are countless stories on many forums from disgruntled customers all venting their frustrations after having to deal with the same set of shananigans! usually resulting in them being left without hot water and heating (sometimes for weeks) and then being told (after finally getting through to speak to someone) that the engineers are 'waiting for parts!!!!' More waiting....more phone calls.....to be told the same.....and repeat......
    My Mum is in her early 70's and is very passive, it takes an awful lot to wind her up, but she's naturally getting to the end of her tether and feels very let down by a service that she's paid a lot of money into over the years.
    After reading through some of the stories that others have shared from their experiences I don't have any confidence that the engineer who examined the boiler even has much of a clue.....I'm not confident that it's in good hands. Several stories where people got so sick of the waiting that they resorted to bringing in a local plumber to get a second opinion, only to find that quite often it was a simple fix that's left the local plumber baffled as to why the SP Engineer would be sending off for these elusive 'parts'
    If having the money to call someone in for a second opinion wasn't an obstacle then that's what I'd certainly be doing! I have absolutely no faith in this so called cover, and judging by other peoples stories I can't see it being resolved any time soon.
    Well this has turned out to be quite lengthy after all! I had to vent!
    Does anyone have any advice or similar experiences? I'd be very interested to hear.
    Thanks for reading and thanks in advance for any info/suggestions.
    Last edited by watson1312; 12-02-2018 at 5:18 PM.
Page 1
    • durbanboy
    • By durbanboy 13th Feb 18, 2:03 PM
    • 6 Posts
    • 0 Thanks
    durbanboy
    • #2
    • 13th Feb 18, 2:03 PM
    • #2
    • 13th Feb 18, 2:03 PM
    I'm in a similar position
    We've had cover for a few years now and when the boiler stopped working on the 27/12/17, we called them out and a engineer attended. He duly noted how good he was amf that he had fixed the boiler without requiring parts, therefore saving me from having my premium increased :shocked
    Inevitably, the boiler broke down again, and my wife called up as o wad at work and insisted the engineer returned that evening.
    Apprently he flounced through the door, declaring. "It needs parts, it needs parts"
    Anyway, cut a long story short, nobody turns up the 29th, I call SP on the 30th to complain, ask agent to call me back as line is bad..no call back.
    I then get a call from the Parts dept, who inform me that the parts won't be available until 04/01/18.
    So, with the prospect of no hot water and no solution from SP, I called a local plumber, who promptly fitted an immersion heating element to the. Hot water cylinder and then at least I could have hot water to cleanse myself (medical condition requring high levels of cleaning)
    The SP engineers leaves us 3x 2kw fan heaters to stop us freezing (note to all: having had the the house heavily insulated, walls and ceilings, it transpires that the inside of the house was actually colder than the outside ambient temp and that of inside the fridge :huh)
    The "Super Engineer" returns and shows me the corroded thermostat connection he missed 1st time around and replaced it with a new one, and we have heating.... It took 3 days to re-heat the house

    So the case handler contacts us and acknowledges failings and offers £40. My wife advised him that was not acceptable and he should look at it again
    4 weeks later I contact them, receive an apology for not getting back tu us and an increased offer of £60, which in my opinion, is derisory. The case handler, Brian, stayed that is the full and final offer. I request deadlock and Brian has the almost perverse pleasure of telling me that Scottish Power Care Cover is an unregulated product so doesn't have an Alternative Dispute Resolution service such as the Ombudsman Services.

    What would the legal eagles on the forum suggest or advise on using the Email Claims process

    Cost incurred by me
    Plumber call out and fitting of immersion heater £200 (bought the part myself)
    Additional electricity consumption est £55
    Less Gas not used £18 rest
    Material detriment total £233
    Pain and suffering, incalculable, but lets be reasonable and say £67, just to round it up to £300. ( Am I short selling my issue, as it is not entirely about the money, but would hate to loose unnecessarily and incurr the good natured wrath of MSE'ers

    PS AVOID LIKE THE PLAGUE. A good local plumber will cost you less in the long run based on the fact of paying SP £600 in total over 5 yrs and receiving pie service from them
  • Scottish Power
    • #3
    • 14th Feb 18, 9:31 AM
    • #3
    • 14th Feb 18, 9:31 AM
    Hello!
    Just a quick message here, as I don't have time to recount the full details. (That would probably take me a full day in itself!)
    I'm wondering if any of you readers have any experiences of Scottish Power's so called Boiler Care? I'm growing increasingly frustrated on behalf of my poor Mum who's been covered with them for several years now. Just after Christmas '17 she found that the boiler had a small leak from one of the connections inside and called up to report it in good faith that she'd be in good hands.....That's the reason that we take out cover isn't it......In the event of something happening that we are 'covered'......It seems not!! I won't go into all the details but to put it in short she's been messed about, misinformed, kept on hold etc etc....ultimately being left without any hot water or central heating for the best part of 3 weeks now. (The engineer decided that the boiler had to be switched off and that they'd be able to continue the repair when the correct PARTS arrived......Hmmmmmm......)
    Well, It didn't take much online research to find out that this is the usual for Scottish Power Boiler Cover, there are countless stories on many forums from disgruntled customers all venting their frustrations after having to deal with the same set of shananigans! usually resulting in them being left without hot water and heating (sometimes for weeks) and then being told (after finally getting through to speak to someone) that the engineers are 'waiting for parts!!!!' More waiting....more phone calls.....to be told the same.....and repeat......
    My Mum is in her early 70's and is very passive, it takes an awful lot to wind her up, but she's naturally getting to the end of her tether and feels very let down by a service that she's paid a lot of money into over the years.
    After reading through some of the stories that others have shared from their experiences I don't have any confidence that the engineer who examined the boiler even has much of a clue.....I'm not confident that it's in good hands. Several stories where people got so sick of the waiting that they resorted to bringing in a local plumber to get a second opinion, only to find that quite often it was a simple fix that's left the local plumber baffled as to why the SP Engineer would be sending off for these elusive 'parts'
    If having the money to call someone in for a second opinion wasn't an obstacle then that's what I'd certainly be doing! I have absolutely no faith in this so called cover, and judging by other peoples stories I can't see it being resolved any time soon.
    Well this has turned out to be quite lengthy after all! I had to vent!
    Does anyone have any advice or similar experiences? I'd be very interested to hear.
    Thanks for reading and thanks in advance for any info/suggestions.
    Originally posted by watson1312





    Hi watson1312,

    I am really sorry to hear of the poor level of service your mum has experienced.

    If possible, can you please email me at social@scottishpower.com and provide your mums name, full address and the best contact telephone number? I can then get this escalated over to out Homecomfort complaints team who will investigate this and then contact your mum to discuss a resolution.

    Please accept my sincerest apologies for the frustration and inconvenience caused.

    Kind regards
    Faye
    Official Company Representative
    I am the official company representative of Scottish Power. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • durbanboy
    • By durbanboy 14th Feb 18, 9:16 PM
    • 6 Posts
    • 0 Thanks
    durbanboy
    • #4
    • 14th Feb 18, 9:16 PM
    • #4
    • 14th Feb 18, 9:16 PM
    Hi watson1312,

    I am really sorry to hear of the poor level of service your mum has experienced.

    If possible, can you please email me at social@scottishpower.com and provide your mums name, full address and the best contact telephone number? I can then get this escalated over to out Homecomfort complaints team who will investigate this and then contact your mum to discuss a resolution.

    Please accept my sincerest apologies for the frustration and inconvenience caused.

    Kind regards
    Faye
    Originally posted by Scottish Power
    I tried that and your complaints team never followed up afterv4 weeks and I had to make vontact and was dealt with appallingly. No empathy for my personal situation, so I wouldn't have confidence. watson1312... Apparently their words were to the effect "we treat everybody the same"
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