disgraceful boiler cover .scottish power

Agbo79

I wish I read all those messages before signing up with scottish power boiler cover.
Appalling service. This is my fourth week without hot water and heating. And I have two young kids.
I am really mad because so far I had 4 appointments where the engineer did not turn up.
The last appointment was on Friday. I waited all day long. Called to make sure the engineer was coming and was told he will be there between 1-6. Then called again at 4, and was told he did come but I was not in which was a lie. I was home all day with my sister and no one turns up. The engineer even claimed he rang my phone and I did not pick up.

I am so upset right now. Is there any organisation that deal with such companies? They should not be allowed to give services to customer.

How can they allow such a thing. It's criminal specially when you have young kids in your house

There are now condensation in the house and my 2 year old has been coughing for over 2weeks now

kuepper

Came here out of frustration as I've sent 2 emails and 3 tweets to SP customer services and not got any response at all except 'we will reply within 5 working days' but they haven't, plus wasted ages on the phone holding / waiting til I was cut off trying to speak to someone in the home comfort team admin. I see earlier in this thread someone has posted [EMAIL="social@scottishpower.com"]social@scottishpower.com[/EMAIL] as a contact email, has anyone had any action as a result of using that email? Or does anyone have a postal or email address for them as i'm not prepared to hang on the 0844 number anymore? All I've been trying to do for over 2 months is move my direct debit to another a/c. If they can't even sort that out what chance fixing my boiler...

vanessa71170

I TOO AM ANOTHER DISSATISFIED CUSTOMER, I HAVE PLATINUM COVER

1.I CONTACTED DUE TO BOILER LOSING PRESSURE.
ENGINEER CAME OUT AND SAID IT WAS A BIG JOB BUT HE WOULD LIKE TO DO IT.
2. HE CAME BACK FOLLOWING WEEK, HE TOOK OFF BOILER REPLACED SOME BITS, CHECKED RADIATORS AND SAID RADIATOR IN MY SONS ROOM NEEDS A NEW NIPPLE HE TOLD US TO TAKE IT OUT AND REPLACE OURSELVES *1ST MISTAKE
3. I CONTACTED SP AGAIN AND EXPLAINED THE RADITOR IN SON'S ROM ISNT NOW WORKING AND WATER DRIPPING FROM THE BOILER, HE SAID THAT THE RADIATOR NEEDS REPLACED AND THAT HE SHOULD NEVER HAVE TOLD ME TO TRY AND TAKE OUT
4 ENGINEER CAME OUT LOOKED AT BOILER AND SAID HE WOULD GO AND ORDER RADIATOR
5 COUPLE OF WEEKS WENT BY AND I CONTACTED SP WHO HAD NO IDEA ABOUT REPLACEMENT RADIATOR OR LEAKING BOILER
6 ENGINEER CAME OUT AND SAID HE WOULD ORDER RADIATOR ANG GET SP TO CONTACT AGAIN NO ONE CAME
7 CONTACTED SP WHO SAID RADIATOR WAS ON HOLD AND WOULD BE FITTED ON WED 20TH NOV BETWEEN 1AND 6PM
8 ENGINEER RANG AT 3.30 TO SAY HE WAS STUCK ON A JOB (I HAD TO TAKE DAY OFF WORK) AND WOULD COME TOMORROW AT 2PM
9 I THEN RECEIVED ANOTHER CALL FROM SP TO SAY HE HAD DOUBLE BOOKED THAT DAY AND HE WOULD DEFINATLY BE OUT ON FRI BETWEEN 1 AND 6PM .... STILL NO SIGN I HAVE CONTACTED SP 4 TIMES TODAY 22ND NOV 2013 AND EACH TIME THEY SAY HE WILL BE THERE AND SORRY ABOUT THIS... WHATS GOING ON AND WHAT CAN WE DO, IM CANCELLING WITH SP AS SOON AS THIS GETS SORTED AND GOING TO MOVE GAS AND ELECTRIC:money:

kldkld

I have been having problems with SP and also have platinum cover.
My boiler broke (no hot water) the night before the annual service so I phoned SP immediately and informed them that this was now a break down issue. Guess what - they didn't show. No phone call or anything (day off wasted). when I contacted them they said they were experiencing a lot of breakdowns so didn't make it - they had no record of my call reporting the fault! As I have two young children in the house I googled the problem and managed to override the fault.

Arranged another time and engineer did actually turn up. Faulty pressure valve apparently. Arranged another time. Guess what - didn't turn up. No phone call or anything (another day off wasted). Boiler keeps stopping and I keep resetting. Getting gradually worse.

I eventually spoke to a guy called Kevin (call centre Manager) who was very sorry but confirmed that it would be technically possible for an Engineer to never actually turn up. Their system is such that no one has responsibility and nobody is accountable. It is an endless loop. At best a lottery, at worst a scam.

I have told them that I am not willing to take another day off but any day from 4 - 6 would be OK. They are trying to get this unusual request authorised!! Cheeky !!!!!!s.

(Last years annual 'service', the guy was here for no more than 10 minutes and left in a hurry without fitting the flue access cover resulting in my downstairs loo filling with fumes. I refitted it myself and thought I was just unlucky).

Who regulates this bunch of muppets? Is it the FSA as it's an insurance policy??

Janeeb

We had a breakdown on our boiler 10 days ago although my husband is over 60 and it states in their agreement that this is a priority they did not arrive until 11 o'!!!! the next day. They found the problem was the PCB and the engineer told us he would be back by the end of the week and fit the part. He left the cover off the boiler. We were then contacted a week ago by a lady from SP Homecare who said our boiler is not covered. My husband explained that when we took out the agreement that they came and checked that the boiler was covered and a few weeks later came out an serviced it since then we have had a couple of breakdowns and they have been out and repaired them. They said they would escalate this to customer care and we are still waiting for a decision. They are still taking the direct debit but say our policy is cancelled. We are left with no heating and have for the last 4 - 5 days been trying to speak to the person in authority who could tell us what's happening and have just been fobbed off being told they will ring us back (this has happened at least 10 times). They have taken our money and they do not want to give the service that they advertise. It is absolutely disgraceful how these companies can treat the normal person. They say they are not governed by the Energy Ombudsman is this true? Scottish Power if you read this you should be ashamed of yourselves and I hope if your boiler breaks down you get better service than being left for 2 weeks with no heating.

trickytimes

I have been trying to get our hot water fixed by Scottish Power's Home Comfort for 5 days. Last February, it took them about 3 months to sort out a hot water problem. At that time they said I needed to flush out my radiators- but my boiler was only 2 years old then after doing battle for a couple of months, they finally sent an engineer who said it's a faulty diverter valve and not clogged radiators!

This time, The engineer came out the very next day to tell me I needed a "heat exchange plate". (the cost is only £39.00 for this part). He even showed me the part I needed in the manual and circled the part number. He did not even open the boiler to check it. All he did was run my hot tap and tell me the water isn't very hot! He left and I heard nothing for 4 days so I called them back today. They said I am not covered because my radiators need flushing and they don't do flushing! I said, my radiators are fine! I have heating- just no hot water! It's the boiler! They refused to help. I ended up in tears when they refused to even accept that my central heating is great- just no hot water! I explained that the water doesn't even run through the radiators before it comes out of the tap!!! This is negligent treatment to not even bother to call back to tell me I am not covered! I am on their Platinum Cover. Please, if you are on this cover, cancel it because no matter what is wrong with your boiler, they will tell you to flush your system and say they do not cover radiators - even if it is your hot water that needs to be fixed! I wonder if there is some sort of ombudsman to complain to?

Brucella

Do not take out boiler cover with Scottish Power
We are now eight days without heating or hot water and I am regretting the day that I decided to move from British Gas to Scottish Power for my Central Heating Cover. I would urge all of you that might be thinking of doing this to reconsider.
I would take too long to detail everything that has gone wrong, but it falls into categories of:
1) Broken promises of engineer appointments and engineer no-shows
2) The inability to speak to the 'Schedulers', to anyone with the power to take remedial action and repeated broken promises for call-backs
3) Engineer's failures to repair the boiler (almost the most forgiveable!)

To give you a flavour: I phoned to arrange an engineer's visit. I was told that it would classify as 'urgent' and that I would be first-call the next day. I took the day off and waited. By lunchtime I phoned in and was told that they had tried to phone me once to check that we would be in (of course we were, we were waiting in for an engineer), but we were engaged and so they cancelled the call. They did not try again and did not try our mobile.
I have still found it impossible to speak to anyone useful, so I will be complaining formally and see if their complaints system is any better than their general service

kuepper

does anyone have a postal address for scottish power home comfort team? i'm sick of hanging on in a queue and never getting through and not answering my emails or tweets

benchin440

It is not just me then, I have had 3 separate appointments cancelled on the day (at expense to my business) and I am just waiting for a service. The farce commenced in October and hear we are 2 months later and still needs servicing. The last engineer called to cancel as he had a dental appointment and he was based 70 MILES away from me, firstly dental appointments are usually booked about 6 months ahead, secondly why do Scottish Power sub contract work to engineers who are based that far away, ridiculous.
I have now sent 2 complaint emails that say will be acknowledged within 5 days but alas 4 weeks on and not a dickie bird.

THE MORAL - THINK HARD BEFORE SIGNING UP WITH SCOTTISH POWER

macman

trickytimes wrote: »

I have been trying to get our hot water fixed by Scottish Power's Home Comfort for 5 days. Last February, it took them about 3 months to sort out a hot water problem. At that time they said I needed to flush out my radiators- but my boiler was only 2 years old then after doing battle for a couple of months, they finally sent an engineer who said it's a faulty diverter valve and not clogged radiators!

This time, The engineer came out the very next day to tell me I needed a "heat exchange plate". (the cost is only £39.00 for this part). He even showed me the part I needed in the manual and circled the part number. He did not even open the boiler to check it. All he did was run my hot tap and tell me the water isn't very hot! He left and I heard nothing for 4 days so I called them back today. They said I am not covered because my radiators need flushing and they don't do flushing! I said, my radiators are fine! I have heating- just no hot water! It's the boiler! They refused to help. I ended up in tears when they refused to even accept that my central heating is great- just no hot water! I explained that the water doesn't even run through the radiators before it comes out of the tap!!! This is negligent treatment to not even bother to call back to tell me I am not covered! I am on their Platinum Cover. Please, if you are on this cover, cancel it because no matter what is wrong with your boiler, they will tell you to flush your system and say they do not cover radiators - even if it is your hot water that needs to be fixed! I wonder if there is some sort of ombudsman to complain to?

So why didn't you use the manufacturer's own warranty at the time and call them? Most modern boilers will have a 2 to 5 year warranty. No point in having a service contract, you are just paying twice.
Premium cover specifically excludes system flushing, see terms 12.13 and 12.14.
Your CH may still be operating if sludged up.