disgraceful boiler cover .scottish power

Fifer

Glad I saw this thread. I was thinking of switching our service from Scottish Gas but this has convinced me not to touch SP with a barge-pole.

mocki

So, Sunday morning last weekend the boiler decided to dump mains water all over the floor and walls.... Called the SP number, got the usual useless drone on the other end repeatedly repeated the details and the phone number ....they called us ack on the wrong phone number a hour later ( whilst floor getting deeper covering of water) which of course we missed so we rang them back had to give all the details again, then wait for them o call back...this went on for three more hours, still no boy with a bag of spanners ..... Eventually at 4pm a engineer turns up in a SP marked van and actually knew what day it was and knew his job.... Identified the problem, ordered the part, fixed it so we had hot water in a way, and promised it would be fixed ... Monday, true to his word, phone call and a ( sadly different) engineer turned up with his "team leader" fitted the part all with no fuss.....how surprised we're we.... SP did something they said they would when they said they would....too good to be true?

Unfortunately, yes... 5am this morning the missus woke to water running everywhere on the floor and walls!
Tried to call SP just got a ringing on stanly phone, no answer phone no muppet no nothing until 7 am when someone got there (24 hour emergency line ???)
Usual repeatedly repeating the info over and over ....
Took them until 15:30 to get here, with a top notch engineer who identified the problem in seconds,the part that was fitted Monday was fitted incorrectly and had "popped off" bout was not damaged, so was refitted....however the water has damaged the pcb but alas the hopeless "team leader" failed to find a replacement part because by now its quarter to five on Friday evening.... Surprise surprise... So we are without a boiler again... They say they will be back first thing with the new pcb, but we have been here before ....
Not holding my breath..... The !!!! is going to hit the fan because of the amount of time it took for them to get here and because the incompetent idiot fitted the part wrong and because someone had to be here all day waiting for them to not turn up!
Scottish power have made some improvements but the call centre is abysmal As ever

mocki

Pleasantly surprised that both Gary ( team leader) and David the good engineer turned up with the correct part this morning as agreed and fitted the part, successfully ! How long it continues to work for I'm not speculating on, but very happy that at least on the front line SP seem to have sorted things out.

The phone call centre and the planning dept need dumping and re inventing now ?, perhaps then they might not cost themselves as much in compensation and repairs!

ND8

Let me start by saying I am under no illusions as to how trivial my problem is compared to other people on here. Anyway...

I started "premium" boiler cover at end of October 2012. Nobody came to inspect boiler on December 4 as arranged due to "busy period". No call back for a re-arranged appointment as promised. Boiler packed in end of December. Got somebody out within a few days. Turns out actuator valve was locked in position, not a total loss of heat/water etc but refused to cover me until I paid for new valve. Opted out of scheme at end of January (decided to replace boiler at 14 years young as I have just moved into new home). As the call out was effectively my first inspection and no actual repairs were carried out I am entitled to full refund of my first three payments. I was told I would receive payments 4 weeks after cancellation. When I didn't receive this I called back to be told they would investigate and call back. Never did. I called again. They took my details again and I got the same response, no call back again. I did this a third time and no call back again. At my 4th call I told them about all my previous calls and they noted that they have a record of these calls, despite no action being taken on their part. Apparently my case had to be forwarded to "finance". I was told to wait another 4 weeks for a letter from finance with my refund. This is now July.

Perhaps I will get a faster response by posting on here?

There are clearly internal communication problems at Scottish Power. If it takes them 6 months to organise the return of £50 I dread to think how they deal with real problems.

I would strongly advise against the use of their boiler care services.

Bigwullie

I've just come across this debate on Scottish Power Home Comfort, just sent this to their customer services.

Dear Customer Services

I am writing to advise you how dismayed I am at your Home Comfort Care service, that I took out on December 2012.
I was advised that my boiler would be inspected within 90 days of my cover start date, well I heard absolutely nothing from your company.
Last week I contacted you to arrange an initial inspection for my boiler some 7 months after I had been paying you for cover.
Today an engineer called and after 30 mins told me my boiler was leaking Carbon Monoxide and was unsafe.
He then went and capped the boiler out of use and told me to get it repaired and call you for another inspection.

What concerns me most is that Scottish Power have taken my premiums for boiler cover for 7 months,
and have now left me a disabled pensioner without hot water or heat, and a boiler that now need service from a third party.
Had the inspection been carried out in at the onset, then my life would not have been put in danger over the last few months.

I expected more from a company like Scottish Power, I await your response before taking this matter further.

wjay152

They made an appointment to carry out the initial safety inspection for last Friday 8am - 1 pm , at 11 am I decided to call them as nobody had called or phoned . They said after a three minute silence that the appointment was for Friday afternoon and were sorry perhaps someone had written the appointment time down wrongly . I dont mind if a business just admits a mistake has been made and then rectify it but to make a veiled accusation that someone might have written it down wrong ( ie me ) is downright disgraceful . However Friday afternoon came and went , no call , no engineer , three emails later I have told them that I consider the cover to have ended and will cancel the Direct Debit unless I get a call and explanation tomorrow .
This is the worst service I have ever had from antone and is a company to stay clear of at all costs .

supergroup

Twice now SP's contractor has failed to come at the agreed time to carry out an annual inspection. Each time SP have apologised but their attitude is clearly take or leave our poor service; I intend leaving it. Once their contractor has carried out the annual service I will be going on the internet to identify a different provider and will be cancelling my direct debit with immediate effect. No doubt there is something in their terms and conditions that prevents me from doing so but, frankly, I don’t care! Let them sue me if they wish and await the publicity!

I note from this forum that I am not the first to suffer their lamentable record of customer service.

turkeys

I have now been without hot water and/or heating since March!! Numerous phone calls, broken appointments and visits from Scottish PowerEngineers who disagree with the work carried out by their collegues before them. The "complaints" team have failed to reply to my last email despite 2 reminders apart from standard "out of the office" replies.
I have been told by a Scottish Power Engineer that my boiler" probably has an electrical fault. They are not qualified to deal with these and my best option is probably to call out the manufacturer who will be able to rectify it."
The cover does not exclude electrical faults although I have been given so many opinions along the way I really don't know where to go next.
The boiler has now been totally out of action now for over a month.I spent several weeks without heating during the freezing weather in March and have had no hot water for many weeks.
I have taken Advice and I am sending the entire file to my legal advisers with a copy to my MP. This is a copy of the last e mail which has been totally ignored:
Dear Ms Geering,

Thank you for your communication of the 15th inst.

I have taken advice on this whole scenario and would like you to carefully note the following 3 main points:-

1) My Central Heating, Boiler and Hot Water System had been working completely satisfactorily for a considerable period until Spring 2013, when it needed a new transmission valve which Scottish Power fitted.The problems then started, a new PCB was installed on the 16th April followed the next day by a service carried out by another Scottish Power Engineer. Following that original visit and your Engineers protracted attention since, I have actually been without central heating or (gas powered) hot water until this time! Self evidently, as only Scottish Power engineers have worked upon my heating system, all original, remaining and any introduced faults are therefore Scottish Power's full and complete responsibility.

2) A consulting engineer advises that your assertion about an external electrical fault fails to take into account, the previous faultless working of the Boiler/Heating system pre Scottish Power hands-on and the Scottish Power engineer's intervention/work performed thus far.

3) Scottish Power have and are failing to properly operate the Service Agreement that is in place between us.

Please will you raise this whole matter with your management team and respond back to me: as before, my only want and need is to have an operational heating and hot-water system.

Yours faithfully,


Ms. J A Walsh

Dear Ms Geering,

Thank you for your communication of the 15th inst.

I have taken advice on this whole scenario and would like you to carefully note the following 3 main points:-

1) My Central Heating, Boiler and Hot Water System had been working completely satisfactorily for a considerable period until Spring 2013, when it needed a new transmission valve which Scottish Power fitted.The problems then started, a new PCB was installed on the 16th April followed the next day by a service carried out by another Scottish Power Engineer. Following that original visit and your Engineers protracted attention since, I have actually been without central heating or (gas powered) hot water until this time! Self evidently, as only Scottish Power engineers have worked upon my heating system, all original, remaining and any introduced faults are therefore Scottish Power's full and complete responsibility.

2) A consulting engineer advises that your assertion about an external electrical fault fails to take into account, the previous faultless working of the Boiler/Heating system pre Scottish Power hands-on and the Scottish Power engineer's intervention/work performed thus far.

3) Scottish Power have and are failing to properly operate the Service Agreement that is in place between us.

Please will you raise this whole matter with your management team and respond back to me: as before, my only want and need is to have an operational heating and hot-water system.

Yours faithfully,


Ms. J A Walsh

Dear Ms Geering,

Thank you for your communication of the 15th inst.

I have taken advice on this whole scenario and would like you to carefully note the following 3 main points:-

1) My Central Heating, Boiler and Hot Water System had been working completely satisfactorily for a considerable period until Spring 2013, when it needed a new transmission valve which Scottish Power fitted.The problems then started, a new PCB was installed on the 16th April followed the next day by a service carried out by another Scottish Power Engineer. Following that original visit and your Engineers protracted attention since, I have actually been without central heating or (gas powered) hot water until this time! Self evidently, as only Scottish Power engineers have worked upon my heating system, all original, remaining and any introduced faults are therefore Scottish Power's full and complete responsibility.

2) A consulting engineer advises that your assertion about an external electrical fault fails to take into account, the previous faultless working of the Boiler/Heating system pre Scottish Power hands-on and the Scottish Power engineer's intervention/work performed thus far.

3) Scottish Power have and are failing to properly operate the Service Agreement that is in place between us.

Please will you raise this whole matter with your management team and respond back to me: as before, my only want and need is to have an operational heating and hot-water system.

Yours faithfully,


Ms. J A Walsh

Dear Ms Geering,

Thank you for your communication of the 15th inst.

I have taken advice on this whole scenario and would like you to carefully note the following 3 main points:-

1) My Central Heating, Boiler and Hot Water System had been working completely satisfactorily for a considerable period until Spring 2013, when it needed a new transmission valve which Scottish Power fitted.The problems then started, a new PCB was installed on the 16th April followed the next day by a service carried out by another Scottish Power Engineer. Following that original visit and your Engineers protracted attention since, I have actually been without central heating or (gas powered) hot water until this time! Self evidently, as only Scottish Power engineers have worked upon my heating system, all original, remaining and any introduced faults are therefore Scottish Power's full and complete responsibility.

2) A consulting engineer advises that your assertion about an external electrical fault fails to take into account, the previous faultless working of the Boiler/Heating system pre Scottish Power hands-on and the Scottish Power engineer's intervention/work performed thus far.

3) Scottish Power have and are failing to properly operate the Service Agreement that is in place between us.

Please will you raise this whole matter with your management team and respond back to me: as before, my only want and need is to have an operational heating and hot-water system.

Yours faithfully,


Ms. J A Walsh

Dear Ms Geering,

Thank you for your communication of the 15th inst.

I have taken advice on this whole scenario and would like you to carefully note the following 3 main points:-

1) My Central Heating, Boiler and Hot Water System had been working completely satisfactorily for a considerable period until Spring 2013, when it needed a new transmission valve which Scottish Power fitted.The problems then started, a new PCB was installed on the 16th April followed the next day by a service carried out by another Scottish Power Engineer. Following that original visit and your Engineers protracted attention since, I have actually been without central heating or (gas powered) hot water until this time! Self evidently, as only Scottish Power engineers have worked upon my heating system, all original, remaining and any introduced faults are therefore Scottish Power's full and complete responsibility.etc etc

Please take this as a warning, do not take out boiler cover with Scottish Power, they are taking money for a service which they do not and cannot by their own admission carry out. They have caused an incredible amount of stress to my family and I have lost money for the days I have taken off work.

turkeys

turkeys wrote: »

I have now been without hot water and/or heating since March!! Numerous phone calls, broken appointments and visits from Scottish PowerEngineers who disagree with the work carried out by their collegues before them. The "complaints" team have failed to reply to my last email despite 2 reminders apart from standard "out of the office" replies.
I have been told by a Scottish Power Engineer that my boiler" probably has an electrical fault. They are not qualified to deal with these and my best option is probably to call out the manufacturer who will be able to rectify it."
The cover does not exclude electrical faults although I have been given so many opinions along the way I really don't know where to go next.
The boiler has now been totally out of action now for over a month.I spent several weeks without heating during the freezing weather in March and have had no hot water for many weeks.
I have taken Advice and I am sending the entire file to my legal advisers with a copy to my MP. This is a copy of the last e mail which has been totally ignored:
Dear Ms Geering,

Thank you for your communication of the 15th inst.

I have taken advice on this whole scenario and would like you to carefully note the following 3 main points:-

1) My Central Heating, Boiler and Hot Water System had been working completely satisfactorily for a considerable period until Spring 2013, when it needed a new transmission valve which Scottish Power fitted.The problems then started, a new PCB was installed on the 16th April followed the next day by a service carried out by another Scottish Power Engineer. Following that original visit and your Engineers protracted attention since, I have actually been without central heating or (gas powered) hot water until this time! Self evidently, as only Scottish Power engineers have worked upon my heating system, all original, remaining and any introduced faults are therefore Scottish Power's full and complete responsibility.

2) A consulting engineer advises that your assertion about an external electrical fault fails to take into account, the previous faultless working of the Boiler/Heating system pre Scottish Power hands-on and the Scottish Power engineer's intervention/work performed thus far.

3) Scottish Power have and are failing to properly operate the Service Agreement that is in place between us.

Please will you raise this whole matter with your management team and respond back to me: as before, my only want and need is to have an operational heating and hot water system.

Please take this as a warning, do not take out boiler cover with Scottish Power, they are taking money for a service which they do not and cannot by their own admission carry out. They have caused an incredible amount of stress to my family and I have lost money for the days I have taken off work.Scottish Power do not care about the enormous problems they cause and their total lack of communication has to be experienced to be believed.
02-09-2013 3:38 PM

mofi007

I thought i was the only one being affected by this poor service but looks like lots of people if not everyone has the same issue and even worse.

i have been with no hot water or heating for over 2 weeks. i took scottish power boiler protection agreement since April and once i had a problem i have been trying to get them to fix the issue for over 2 weeks.

when i first took the agreement i was told that i need to set up an appointment for inspection which i did. a young man came and spent 2 minutes and left leaving a msg that the he couldnt inspect the boiler. i was not at home at the time so i rang scottish power to find out what happened and was told everything is ok and my agreement has started and if i have an issue i should call the giving number with policy number.

when i actually had a problem 4 months later we rang the number and an engineer was sent our 2 days later to say that the earlier inspection back in April had failed and that they cant work on the boiler until some work is carried out. this work apparently is to do with inspection hatches as per the new low.

i have then contacted a local contractor and asked for this work to be done so i contact scottish power and they asked to send them the invoice showing the work has been done. i was giving an email address to send it to: operations@home3assistance.co.uk. after many attempts to send the email it turned out the email is incorrect. then i was giving another email home3.operations@home3assistance.co.uk and this one was also wrong. then i was giving another email boiler report@home3assistance.co.uk. and finally after few days of calling and trying to get the correct email to make sure they get the invoice. i have received an email from them confirming they got the invoice and that an engineer will call to fix an appointment. then i was calling them everyday for 4 days to tell them no one has called. one time they say they should be calling but busy, another time they say the ordered some parts for the job and waiting. its all lies and every time whomever i speak to says something different.

i then called again and was told they didnt receive the invoice. i said how come i even received an email from them to confirm. they asked me to give them some time for them to check and call back. no one called of course. then i called again and was told to send it again so i did and i was told that the invoice is not telling them that the work has been done in regards to the inspection hatches.

lots of crap i was told then i was told that i need to send full report confirming the work has been done.

what is the point of paying money for such agreement. i spend more money and time to chasing this up i could have paid for someone to fix the issue.

i have my parents at home over 60 years of age and my little sister with no hot water and no heater for 2 weeks.

i sent them complain emails but no one even bothered to reply. i also contacted the trading standards for advise.

if i dont get this resolved then i will take legal action against them.

dont know what else to do.

Regards,