British Gas HomeCare Problems

graham17_2

Hi,

I'm not sure if there is a representative from British/Scottish Gas on these forums that would be able to help further, but I also thought it would be good to get opinions on here on what to do.

I took out the HomeCare 100 around the end of november/start of december. I then booked the routine/annual service online for today between 10am and 12pm.

But no one turned up. I called the number on their website and was told they had no record of it at all in their systems and thus could not chase it up. I was told the next available appointment is around the end of the month. I'm not sure why they'd have no record of it in their systems as if I log in now to my account, it clearly shows as booked and I have printed off this to prove it being there.

I put over my annoyance to the lady as I'd needed to arrange time to be in for this, and that how was I to know that it apparently wasn't in their systems when it clearly shows online for me that it is... Also that now because of what seems like an error in their systems, we're to be disadvantaged and will need to wait till the end of the month to have this booked - bearing in mind we already had to wait a long while due to the Christmas holidays. I'm annoyed about the invoncenience and needing to arrange time to be in for this again at such a later date, but also paying for a service and they're not even able to come out for it yet.

I was just looking for some help or advice with this on where to go with it, or if I should just ignore it and go ahead and book another appointment...

Thanks,

Graham.

duggie1982

Hi Graham. I do work for BG home services (Off on holiday till next Monday though) I would rebook the service and then print and send a copy of the confirmed appointment to their office in Scotland (Home Care Main Office) Also make a note that as this confrmes the appointment and was missed you should get compinsation (£15) not much but better than nothing. If you spoke to me on this matter I would have assumed it was a problem with the online booking system. Sorry I cant take your details and process the refund but not at work till next week.

Address:

British/Scottish Gas
Murdoch House
Bothwell Road
Uddingston
Glasgow
G71 7TW

Hope this helps.

jackieglasgow

Duggie that's wrong. compo for a BA is £10. IF the cust calls up tomorrow with the reference number to the normal customer helpline, they will apologise and rebook a 2hr slot for the customer and his £10 comp. If the OP wants to pm me I have contacts.

Gerrard_8_lfc

Did you set up your account online ? or by an agent ?

duggie1982

jackieglasgow wrote: »

Duggie that's wrong. compo for a BA is £10. IF the cust calls up tomorrow with the reference number to the normal customer helpline, they will apologise and rebook a 2hr slot for the customer and his £10 comp. If the OP wants to pm me I have contacts.

Sorry you must have mad a mistake, OP write to us here at Uddingston and we will sort it out.

Only being dealing with homecare contracts since 2004. I believe you are an energy agent. Different compo for different things. E.G. missed engineers appointment for homecare is £15 and can be more if pushed depending on what else has happened.

Gerrard_8_lfc

duggie1982 wrote: »

Sorry you must have made a mistake, OP write to us here at Uddingston and we will sort it out.

Only being dealing with homecare contracts since 2004. I believe you are an energy agent. Different compo for different things.

Its 10 pounds BA. It used to be £20

duggie1982

Well send it off and will show the Broken Appointment then they will send the compinsation. If they dont have a record of the appointment then best to send it ethier post or copy on an email.