Onecall / Scottish Power Boiler Insurance

astralbee

Had a sales call from Scottish Power trying to sell me boiler cover for £13 a month. This is a bit more than other companies from Martin's article but there is no excess on any repairs, which is great because I do need a service and probably a repair.

Thing is, they wanted bank details over the phone, would not accept credit card payment, and I asked if I could call them back. Transpired they are a company called Onecall working on behalf of Scottish Power, but their boiler cover is not listed anywhere on the websites of either Scottish Power OR Onecall.

Anyone taken out this cover and have anything to say?

Scottish_Power

Hi astralbee

I have attached a direct link to the boiler care section on our website. There is also a freephone telephone number if you have any further questions.

http://www.scottishpower.co.uk/Home_Energy/Boiler_Care/

I hope this helps.

Kind Regards

Colin @ ScottishPower

chrisosl

Is there a complaints site or - better a hate site - about Scottish Power Boiler Insurance please? I have over 20 emails between me and their complaints department where I complain about missed appointments, service agreements not sent, shoddy workmanship, lack of response, no phonecalls etc etc

Without a doubt this is the worst company I have ever ever dealt with - and that includes BT and B Gas!

If anyone has a good word to say about them could they please post contact details here so I can send all the emails - which detail the broken promises, the missed appointments - to someone who might do something?

Thank you

chris

chrisosl

That link from the Scottish Power representative?

along with Scottish Power boiler maintenance, it doesn't work.

kingstreet

Try this one;-

http://www.scottishpower.co.uk/your-home/new-customer/boiler-maintenance.aspx

I was approached by OneCall back in December. I decided to take SP home premium cover for the whole heating system for just under £16 per month, with a refund of three months premiums when the cover had run that long.

The company which provides the cover is PH Jones.

I failed to receive documentation, PH Jones had never heard of me when I contacted them and SP apologised and told me my sale had not been "uploaded" from the time of the phone call.

I eventually received the paperwork and it was for the basic, not the premium cover. The paperwork says you will be contacted for an initial inspection within a month of the cover starting. I've heard nothing.

My third premium payment goes out tomorrow and I'll then get my three months back and tell them I'd like to cancel. I'll find a firm capable of doing the simple job of starting an insurance policy correctly.

I'll probably move my gas and elec as soon as my lock-in ends in October too!

Scottish_Power

Hi chrisosl

Sorry to hear about the level of service you have received (or not in your case). Due to the previous contact you have had with us I would recommed that you escalate your complaint to level 3 of our internal complaints procedure and allow us to fully investigate your situation and see if we can final a mutual resolution for both parties. Please see the link below for contact details (let me know if you have any issues with this link):

http://www.scottishpower.co.uk/support-centre/service-and-standards/complaints.aspx

Kind Regards

Colin @ ScottishPower

chrisosl

Thank you for the link Colin.

I have been at level 2 for some time and I was not kept informed as to what was happening. When I telephoned in yesterday my 'dedicated customer care handler' was on the phone. The person who took the call emailed her to ring me back urgently. Nothing happened. I called in two more times and no reply. I emailed. In the end I found out that she'd gone home.

I have escalated it to level 3.

I will update this post to let people know what happened.

Scottish_Power

Thanks chrisosl

Hopefully we will bring this matter to a satisfactory resolution for you and sorry again for the inconvenience caused.

Kind Regards

Colin @ ScottishPower

chrisosl

This farce continues. I received an email from phjones from a client relationship manager that said:

"I agree 100% with you regarding the delays in information coming back from STORM, I can assure I won’t give up and will continue to chase this, I was meant to go on annual leave at 12.30 and have put that off until this is resolved."

Admirable eh? What? You don't believe it?

Ahhhh you must have experienced this situation.

Four hours later I finally received another email from someone else (oh yes the person quoted above is now on holiday - empty promises...) saying they had been assured that a Storm engineer would call between 7 and 9pm.

Of course no-one came.
Of course no-one telephoned.

And the customer continues to be spat on.

Scottishpower subcontract and by the actions of their subcontractors, Scottish power must be judged.

Phjones subcontract to Storm and by the actions of their subcontractors they should be judged.

This lot deserve each other. We'll just see what escalating this to level 3 actually does because as far as I am concerned I just got another empty promise, another missed appointment.