Eon heating cover!!!!!!!

signumboy

I'm covered with eon central heating insurance and have had no hot water for over a week an engineer came last sunday and has orderd a new part but im still waiting . every day I phone them and all they tell me is its on order they will be in touch. do I have any redress?? . My other issues is i can get the part required and I can fit it, so should I do this and then wait for their engineer to turn up with their part then keep it and sell it on to recoup my costs.is this an option??

PaulJM

Hi,
I can't answer your question directly I'm afraid.
What I can tell you, is that I have had EON cover for 6 months, since we moved into our new house. Previously we've used British Gas, who I actually emailed to say how pleased I was with their service.
EON have been awful. We've had 8 call outs, and 13 visits, for our combi boiler. It's hard to get through to their call centre, and when you do, their quickest attendance is a good few days in the future (Lastest breakdown - right now - has been booked in for next Monday - it's currently Tuesday - and we have no heating or water - they are blaming sickness in our area, but it's been this way everytime I've called)
When their engineers do attend, they've all seemed generally jaded by EON. They look through the instruction book, and order a part, and leave. This has happened each time. If you chase the parts arrival, it tends to be the following week. If you don't, they don;t call.
An exciting recent development has been their new computer system. Twice, since november, I've waited for engineers, and they've not turned up. When calling to check, (10 minute Q) I've been told that the appointment has been booked, but an engineer hasn't been allocated.
I've complained, and their complaints dept will not reply.
I understand that boilers ae complicated - and I appreciate that you can't always tell what the issue is, but with British Gas, in the previous house, the engineers tended to open the boiler, check it out, and replace parts if they could. If not, they got them quick. They also tried to get it going - EON engineers do not even attempt.
Rather interestingly too, for you, I'm afraid, when you do finally get the engineer to fit the part, he'll report back that he's just there to fit the part, and if it doesn't fix it, you'll have to call the call centre to get another engineer to inspect it.
Sorry I can't help, but I've never know such awful service - I wish I'd never bothered with them.
SOmetimes, paying less is not a good idea.
They must have lost £100's on me now...but I'm left with 2 kids, in the middle of winter (it's minus 2 at the min) with no heating or water. And I reckon it'll be that way for at least 10 days.
Brilliant.

Julfulbub

I too am with E-on. I've never had to call them out before - until now. This Monday we will be two weeks with no heating or hot water and I have a 4 year old - which they say makes us priority. God help those further down the priority list. I have spent a fortune hanging on hold on my mobile at work but what come back do you have in this situation?

onetomany

time for a change i think people

PaulJM

Julfulbub -
If it helps, I've just dumped them.
I finally managed to get through to a manager in the call centre...You have to insist that they put you through. If they say they'll call you back, they won't, I've never had this happen.
This guy listened to me, and refunded me the money I've paid up to now - he sorted the engineer out, and gave me some good advice. He told me the call centre had been ramped up, and that the system had been sorted out. And that he'd call me the day after the engineer had visited to check how it went.
He never called. It looks like the boiler has been fixed (makes a weird noise, but I have heating and water now - wooo!)
I finally made my mind up after queuing for the call centre for 20 minutes...I got through to the manager in question, and he's agreed to cancel me without further charge. I guess the danger here is that they can charge you for previous call outs - and these must've added up to hundreds for me - but they seem to realise what they've put us through.
I'm going to pay BG over the odds to look after the boiler...but what can I do? They did well for us in the last house, so that's all I can go off...I'm fed up with scrimping on the cover. Added to this, the boiler is made out of chocolate, so will probably break soon again, so I'll probably make my money back.
My final thoughts of EON are this - they're cheap, they're not a local installer who could rip you off, and there's still come back on them. I really think they want to do a good job - they've just got about 100 times more customers than they can cope with.
I reckon if you think your boiler is fairly reliable, you'll probably do ok with them. If you have a heap of crap like me....go with someone else!

Julfulbub

Well tomorrow we will be three weeks and the boiler is still not fixed. They sent an engineer last Saturday but when he arrived he didn't even have half the parts he needed, he said that he wouldn't be able to get it going. After a few angry phonecalls to E-on, he did some hash job on the ignition so we have intermittant hot water, but boiler is making a racket. Still no heating though - thank God the weather has got warmer. The parts are costing £800 and we have argued its uneconomical to fix but they are refusing a new boiler even though the current one is under 7 years. The technicians I have spoken to say they put in the terms they will give you a new boiler but they never do it, they would rather just keep replacing parts. We haven't had a problem with it previously but because it has gone so badly wrong this time I fear it might be the start of things to come. They now say they will be out this Thursday to fit the parts - fingers crossed the job actually gets completed this time. My contract is up for renewal in May - I will be going elsewhere.

gasbag1602

Come back to BG.... We get some stick off some local engineers but we get the job done.

PaulJM

Julfulbub wrote: »

They now say they will be out this Thursday to fit the parts - fingers crossed the job actually gets completed this time. My contract is up for renewal in May - I will be going elsewhere.

Mate- you can leave now...get onto a manager, tell them you won't be paying for any repairs, and wish to cancel - you're not tied in.

Ask to speak with a manager called Joe there - completely useless but he cancelled mine straight away.

isayoldchap

At least what helped me is that they were not doing it in my area (near Gatwick) just yet.

katykitten

Eon came to do my anual service two months ago, engineer turned up thermostat as he said it wasnt running efficiently then the noises started - like a herd of elephants in my loft - called them out again, said it was air (??) and bled radiators but same noise came back next day.
Eon say the noises arent related to service and engineer turning up thermostat, however when i turn it down the noises all but disappear - how strange!! They say i have to pay £50 to find out what the cause is when its their engineer that caused it - this is ridiculous but they have stoppped listening, who can i complain to to get this sorted out
once its sorted i will be going else where and wouldnt recommend eon to anyone!

E.ON_Company_Representative:_Helena

katykitten wrote: »

Eon came to do my anual service two months ago, engineer turned up thermostat as he said it wasnt running efficiently then the noises started - like a herd of elephants in my loft - called them out again, said it was air (??) and bled radiators but same noise came back next day.
Eon say the noises arent related to service and engineer turning up thermostat, however when i turn it down the noises all but disappear - how strange!! They say i have to pay £50 to find out what the cause is when its their engineer that caused it - this is ridiculous but they have stoppped listening, who can i complain to to get this sorted out
once its sorted i will be going else where and wouldnt recommend eon to anyone!

Hi katykitten,

This does sound like a pain.

I would contact the Central heating complaints department within E.ON, the complaints procedure should be on your paper work and terms and conditions.

Write, email or ring them and explain what has happened, your complaint will be dealt with.

Hope this helps you.

Helena