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BG HomeCare - What a joke!
My mother (78) took out HomeCare so she didn't have to bother me if anything went wrong. Nice theory except that BG could NOT organise a pppparty in brewery.
It was simple problem. Immersion heater had gone. With a local plumber it would have gone like this: Plumber turns up starts tank draining, checks immersion heater and if one on his van then has a cup tea while tank drains, otherwise trip to local builder's merchant to pick up part. Fits part. Turns water back on. Job done, about 1/2 a day a most because it's a big tank (Econ 7) on ground floor so bottom is 2 foot off the ground.
And how long did BG (or Dyna-rod their agents) take? 10 days and 4 missed appointments. And those were 4, you have to wait in all day, appointments. And here is where it gets stoopid. You can can phone and book an appointment but half the staff think you are cover and half think you're not (despite it saying on page 12 under plumbing cover, immersion heater). The half that think you don't have cover cancel the appointment and don't bother to call you to tell you (yeah what is that thing called customer service?).
Dyna-rod "customer service" tried to explain this to me as something like, all immersion heaters are gas so we don't do immersion heaters, except if you're not on gas then we do, but since we don't we automatically cancel callouts that say immersion heater. Didn't make any sense to me either, sounds a bit like all animals are pink (on the inside), all elephants are animals therefore all elephants are pink. It was funny when I was 8, it's not funny when it's an excuse from "customer services".
And here's another !!!!!! moment. In response to the threat of going outside and sending them the bill an appointment is booked that they say they will keep. Doubting this I chase them early and repeatedly, pointing out that it takes a few hours to drain this tank so turning up a 5pm isn't going to work. Oh we weren't going to do the job today we were just going to turn off the hot water and drain the tank. WHAT? You mean you're going to make the situation WORSE and then go away? No hot water AT ALL (by this time we had worked out that we could use boost to provide a small amount).
And now they offer compensation, about £30 which by my reckoning is £8/day or £1 an hour. And that's not counting the faxes and phone calls.
Basically if BG ran the NHS then ambulances would all be black as they'd be hearses! A local plumber would have had this sorted in half a day as soon as he could fit you in. For that amount of my time it has take I could have done it rather than chasing the numpties at BG.
In case any one needs it here is the complaint line for BG (Centrica)
Phone: 01784 878872
fax: 01784 874070
took a bit of tracking down since BG do not put that on their web site (I wonder why).
It was simple problem. Immersion heater had gone. With a local plumber it would have gone like this: Plumber turns up starts tank draining, checks immersion heater and if one on his van then has a cup tea while tank drains, otherwise trip to local builder's merchant to pick up part. Fits part. Turns water back on. Job done, about 1/2 a day a most because it's a big tank (Econ 7) on ground floor so bottom is 2 foot off the ground.
And how long did BG (or Dyna-rod their agents) take? 10 days and 4 missed appointments. And those were 4, you have to wait in all day, appointments. And here is where it gets stoopid. You can can phone and book an appointment but half the staff think you are cover and half think you're not (despite it saying on page 12 under plumbing cover, immersion heater). The half that think you don't have cover cancel the appointment and don't bother to call you to tell you (yeah what is that thing called customer service?).
Dyna-rod "customer service" tried to explain this to me as something like, all immersion heaters are gas so we don't do immersion heaters, except if you're not on gas then we do, but since we don't we automatically cancel callouts that say immersion heater. Didn't make any sense to me either, sounds a bit like all animals are pink (on the inside), all elephants are animals therefore all elephants are pink. It was funny when I was 8, it's not funny when it's an excuse from "customer services".
And here's another !!!!!! moment. In response to the threat of going outside and sending them the bill an appointment is booked that they say they will keep. Doubting this I chase them early and repeatedly, pointing out that it takes a few hours to drain this tank so turning up a 5pm isn't going to work. Oh we weren't going to do the job today we were just going to turn off the hot water and drain the tank. WHAT? You mean you're going to make the situation WORSE and then go away? No hot water AT ALL (by this time we had worked out that we could use boost to provide a small amount).
And now they offer compensation, about £30 which by my reckoning is £8/day or £1 an hour. And that's not counting the faxes and phone calls.
Basically if BG ran the NHS then ambulances would all be black as they'd be hearses! A local plumber would have had this sorted in half a day as soon as he could fit you in. For that amount of my time it has take I could have done it rather than chasing the numpties at BG.
In case any one needs it here is the complaint line for BG (Centrica)
Phone: 01784 878872
fax: 01784 874070
took a bit of tracking down since BG do not put that on their web site (I wonder why).
0
Comments
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A local plumber would have had this sorted in half a day as soon as he could fit you in.
I could probably fit you in in about a month, things have gone crazy busy in the last couple of weeks!:D
Why is it going from the gas business to dyno?, does she not have water heating off the gas boiler?0 -
They have farmed out the non gas plumbing work to Dyno now, its meant to work better. speak to any low level staff member in the company and they'll all be able to tell you a similar story to the OP's. It used to be they would send out a man in a blue van the same or next day and you'd get your immersion fixed by him.It's what is inside your head that matters in life - not what's outside your window
Every worthwhile accomplishment, big or little, has its stages of drudgery and triumph; a beginning, a struggle and a victory. - Ghandi0 -
I Hate Dyno and I work for BG Services.
When Icall through to them even I get passed about nevermind customers.His Heart Proved He Was A RedSuarez, SuarezWe Bought The Lad From AmsterdamWe Know He's Not a Chelsea Fan.Fernando Torres = El Judas0 -
I could probably fit you in in about a month, things have gone crazy busy in the last couple of weeks!:D
Why is it going from the gas business to dyno?, does she not have water heating off the gas boiler?
She's all electric. No gas here in the sticks. BG supplies her electric so that's how it came about she took out this plan.0 -
According to BG-Dynarod their "standard" payment for a missed appointment is £10.
Does anyone know what sort of value a court puts on it?0
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