disgraceful boiler cover .scottish power

ihateyes

And this is why people shouldnt just jump at the cheap prices.... cheap does not always mean the best service.

Things people should also consider is:

Does the company have their own engineers?
If sub contractors.... who is responsible for sourcing the parts....

if sub contractor DONT TOUCH.

the sub contractor does like sourcing parts... sourcing parts costs time and money... while sourcing parts they arent in a house and earning money.

Sub contractors have their own business as well... so when the want to call back is it next day, next week or next month.

dannyboybath

Scottish power and their agents are a bunch of cowboys. I've been having problems with my boiler on and off since November. It took 4 visits then to keep the boiler going,which it did for a few months with just a few resets required ,however in April it switched off and wouldn't come back on , since then I have had umpteen engineers who have fitted this part & that part . They then claimed that a part was misding from the top of the boiler ? Quite where this part had gone was beyond me ! After 2 weeks of waiting ifor this part I was told it was no longer made! So I contacted the makers of my boiler who confirmed my boiler was still made and that all parts are available.I got hold of the engineer who came back and looked at it again, and still said that the parts are not made and he needed to patch up the hole where the missing part was to prevent carbon monoxide escaping! So he filled it with putty ? I photographed this and sent it to the makers who identified that it was a bracket that was missing that held a part ( that had been replaced) inside the boiler and had screws holes in the boiler case ,that sealed up when fitted. The engineers had replaced the part but didn't put the bracket back so the holes were open leaking dangerous gasses into the room! The makers were shocked so sent me the part free of charge by next day delivery although it took a week to get Scottish Power to arrange a different firm to come to fit them ( I refused to have the original engineers back) when these engineers came they fitted the screws and all seemed OK...........for 48 hrs then my boiler conked out . an engineer came from the new firm and inspected my boiler from top to bottom.....he shockingly discovered that the gas flue had been disconnected and so was leaking fumes into my house.:: This must if been done by the previous engineers ! He also discovered many broken parts !
I am now still waiting for these parts and get told everyday that the parts haven't come in yet but should do tommorow ! In order to get and keep my boiler working I have to take the cover off the combustion in order for the gas to ignite . The engineer showed me how to do this but warned it was dangerous because it leaks waste gasses into the room!
I'm thinking of getting the makers to service and repair my boiler and send Scottish power the bill.

grantboy1uk

I have had issues with SP as well. I reported a leak on my boiler on Monday 9th September, an engineer arrived the next day and said that a part was required which he would order and fit the next day.

I booked work off the next day and no one arrived. When i conatcted SP contractors, the guy on the phone said the part hasnt arrived yet and that the enigneer wouldnt have said they will arrive the next day because he wouldnt know if the part was going to arrive the nxt day or not. I told him thats what he told me!

I called SP contractors again on Thursday 12th, this time i was told the engineer wasnt qualifyed to work on my bolier so they was trying to find someone who can. I said first you told me its a part, now its lack of skills.

I called SP on Monday 16th to ask what the hell is going on, a guy from cusotmer services said he was now going to check it out and call me back. I waited all day and SP never called back.

Its now Tuesday 17th, im on hold for 30 mins to find out whats goign on.

I suggest to anyone who plans to take out boiler cover, to use their home insurance as you dont want to wait for weeks in winter for a simple fault to be fixed. SP are a shambles, they tell lies and so do their contractors. i feel like ive been mugged by them. But until they fix my issue and compsate for this, i will make sure as many people as possible find out in the hope they loose out on new customers.

grantboy1uk

update, I have managed to get hold of them, The manager is sending out someone who is qualifyed today, however, this is only to inspect the issue and a part might still need to be order. Im shocked how these companies work, its like the blind leading the blind.

MeAsWell

Don't bother with them. Apparently their standard terms for the annual boiler service are not 12 months, but 14 mths, altho this is nowhere in their literature and is therefore not legally enforceable. I spent 6 mths trying to get them to set a date, and then they cancelled it 3 days before hand. They have refused to answer my complaint and therefore I took them to court. The court agreed so I will be sending in the bailiffs soon.

whiskyrunner

We arrived back from holiday to find our Boiler wasn't working "no problem "my wife said we are covered with SCOTTISH POWER rang them straight away engineer came out the very next day pretty impressed so far .He arrived dead on time I opened the door to him his first words were "THIS IS GOING TO BE A NIGHTMARE THIS" before he had even seen my boiler I told him I turned the boiler on and it blew a fuse to which he said "great ive only got 2 in the van " anyway we let him get on with it he said after 10 minutes he would have to order a part and he would be back tomorrow then didn't. The EMERGENCY DESK said he had been ringing all day but couldn't get an answer total LIE not one single answer phone message .He did come the next day fitted the part but said it needed another so he would be back the next day. Two days later he came back fitted the part but " unfortunately" another one broke so it would be next week now .Two weeks to the day when we originally phoned I came home to a repaired boiler GREAT but no my wife said "yes its fixed but we cant use it " its dangerous we can use it in an EMERGENCY .SO we had no boiler for two weeks when we could have had a new one fitted in two days .After that my Daughters radiator went off so we called again, same again engineer came straight out hit the valve with a hammer and said the valve is broken I will order a part and be back a week later I rang the emergency number to which a very helpful man said this is a disgrace I will email them to get an ETA another two days later still no sign I rang them again this time the same thing as before .THREE MONTHS later still no sign of a SCOTTISH POWER engineer since then I have had a new boiler fitted the radiator valve repaired (took 2 minutes )my new heating engineer charges £45.00 to service my boiler SCOTTISH POWER ARE A COMPLETE WASTE OF MONEY AND TIME DONT WASTE YOUR HARD EARNED CASH FEEDING THESE COWBOYS .Watchdog would have a field day with these clowns.

hasitshah28

It with deep regret I am writing this letter to express my extreme disappointment regarding your service after calling you many times.

As from your record you can verify that my concerns/complaints have not been resolved from Jan 2013.I been keep calling twice a week regularly from then but as usual your team failed to call me back. Following my letter dated on 25th Jan 2013, we had a phone call from complaint department in August. On phone they simply did not wanted to consider our complaint/concerns rose about an engineer’s mistake. She told me that your department believes your engineer over your customer’s facts, which really hurt me deeply.

As explained in previous letter, I been told from your adviser that flue is not covered under your service. Then why an engineer touched the flue if it is not covered? Your answer to me that an engineer has a right to touch the flue even thought it is not covered under your service. I did request to confirm that in writing but your manager refused to do so which is very suspicious for me. Also your engineer lied about the situation. According to your engineer he reported to your team that he could not fix the boiler because there was problem with flue but in reality, he fixed the boiler first and than suddenly god knows what he thought and then started checking flue and decided to disconnect flue. My family and kids had to live in freezing cold weather without heating for a long period.

Your team wanted a receipt of the independent engineer from me. I already mentioned that I had misplaced it and could not find it. My priory at time was my family and sorting out heating for them. But your team did not wanted to discuss the real issue mentioned in complaint letter and keep diverting matter by discussing about the receipt.

I would like you to look into following issues as a matter of urgency.


1. Why it was refused to give me in writing that an engineer has right to touch the flue although it is not covered under your service (Discussed with Karen McCabe from complaint department).

2. When I complained in Jan.13 then I already been told to use electric heater and the cost will be reimbursed in bill. So £87.20 is paid for that extra usage because your team failed to provide service. This money did not paid as compensation but your team is keep mentioning as a compensation which is again broken promise and misleading the facts.

3. We promised by Lisa Whittaker (Customer care representative) to give £250 cheque as costumer goodwill from city technical in May. We still have not received it till date. When I called many times to your team regarding cheque in May 2013 the answer at that was that cheque has been issued and I should receive it with in 10 weeks. When I did not received cheque after 12 weeks I contacted again in Sep 2013 and your team told me different story that cheque has been cancelled. I need to know why they lied to me from May about this cheque. It is very frustrating and adding stress to my current situation.

4. I would like you look into above issue and consider some compensation for harassing and leaving my self and my family under stressful situation for such a long time and lying about cheque.

5. I have now got new boiler so I would like to cancel exiting boiler cover. I did called couple of time to cancel service but as usual, no respond from your service.

6. I would like money back from Jan 2013 till now for not using boiler service as your team refused to provide until the complaint is been resolved.

I hope you won’t let me down this time and look into those issues as soon as possible. As all your calls are recorded so you can find it easy to investigate the matter.

I look forward to hear from you to discuss this further.

Mail91

Hasitshah28 - the engineer has too inspect the appliance flue that work is being carried out on as per regulation 26(9) he/she doesn't have a choice in the matter.

edinbane

We have Scottish Power Homecare at two flats in Edinburgh (for our own home and for one rental flat) and have had to call their emergency number on two occasions recently. The first time was approximately two months ago and for the rental apartment. We had no hot water or heating in the apartment and no alternative source of heating, so our call was logged as an emergency and we were told that an engineer would visit within 12 hours. After many phonecalls to their call centre - all of them a waste of time, with different members of staff blaming the previous person for not progressing the call - we eventually had an engineer visit 3 days later. Appalling service by anyone's standards.

Based on that experience my heart sank when our own home central heating/hot water packed up this morning. Once again as we have no hot water or central heating and no other form heating in the house, we were logged as an emergency callout and told that an engineer would visit within 12 hours. Oh how I laughed to myself. One hour later somebody called David from the "scheduling team" called and told me that in fact he was unable to guarantee that someone would visit today and that he was currently unable to give me any idea of what day or time and engineer would call. I then phoned the original call centre to complain and they parroted their standard line about an engineer visiting within 12 hours of the call being logged. When I told them about the call from David, they said they'd investigate and call me back. They called me back and told me that an engineer would definitely be visiting today and that David had denied telling me otherwise! Unbelievable.

I then thought I'd do some digging around online and see what other people had to say about Scottish Power and Homecare and I found this thread. It's depressing stuff. As someone else has previously said, Watchdog would have a field day with these idiots. Thanks to all of those who have posted previously - much better to be informed about cowboys like Scottish Power than be in the dark (as well as the freezing cold). Guess who won't be renewing his 2 x Homecare contracts next time?

We are still waiting for an engineer to call. I'll post an update later......

ihateyes

edinbane wrote: »

Thanks to all of those who have posted previously - much better to be informed about cowboys like Scottish Power than be in the dark (as well as the freezing cold). Guess who won't be renewing his 2 x Homecare contracts next time?

We are still waiting for an engineer to call. I'll post an update later......

see people dont understand that SPower dont employee any engineers at all, and rely solely on sub contractors not being busy.... if they are.... then you will have to wait.