disgraceful boiler cover .scottish power

ahs004

I have been paying for the service for almost a year and the stupid company decides to cancel my policy when I call them to call them out for a breakdown. How ridicolous!!


Here is what I have written to them. It is with Stage 3 complaints and had to take out a cover and cough up more with British Gas but I know they are coming out today to solve the problem thanks to SP.


To the Customer Service Directorate team,

I wish to escalate my above three complaint references to your attentions as you have NOT followed any of your policies and procedures set out below(screenshot) and in the T&C’s on my boiler cover policies that I have taken out earlier this year.

I would like to start by my dealings with you from the beginning so you will have a good understanding as to what had happened.

I have taken out three Boiler cover insurance for

I then spoken to one of your colleagues to book a service for the boilers, which managed to successfully service XX St and XX Rd, however there were access issues with the XX Street. I called to re book and was advised at that time that the boiler will be covered regardless of the initial service as you hadn’t called, though my escalation and wanting to booked this. Your representative ensured me over the telephone that the boiler would be covers. Since you have been collecting the Direct Debit payments for all three properties without a problem. You have not notified me that the policy was cancelled up until when I initially made a contact last Thursday to report a problem. During that call I was able to book an engineer for the following day (Friday, 27th June). I had no contacts from you since with regards so I assumed that the engineer had attended and fixed the problem.

I then made a call and spoken to James yesterday and he advised that the engineer did not made a visit to the property as the policy was cancelled without notifying me of the situation. This was a surprise to me as you had been collecting my direct debits and ensuring that the boiler was covered when I have spoken to your representative.
I told James I was not happy and the fact that you did not contact me to notify with the situation. I was under the impression that the repair was dealt with your engineer since I had no contact from yourselves.

I called again to speak with James but he had gone home and not returned the call as he promised to do so. I spoken to Sergi which he confirmed that he would book an engineer and I will receive a call yesterday from your engineering depart to confirm the time of the appointment. I then called again at around 7pm to find out from Alan that Sergi did not book an engineer nor was accepting a call from them and also advised that a complaint was raised by Sergi as I requested as I was not happy with the situation I was in. Alan also advised that there is nothing else he could do and I could not be able to speak with anyone senior within his team as Jo(manager on duty at that time) refused to talk to me and take my matter further. Alan advised that he would get Sergi to call me in the morning but also asked to call back so I can speak with your Customer Care team to sort out the problem and arrange you guys to fix the ongoing problem of the boiler that I have.

And finally this morning, I called and spoken to Charlotte and advised her what had been the problem and I wish to speak with Customer Care team. She put me on hold for about 10 minutes and then advised that it is not possible for me to speak with your customer care team as the complaint I had raised with Sergi was closed and I am now entitle to a full refund of the policy. I insisted that I want to speak with your so called “Customer Care Team” but Charlotte did not put me through to them nor I was able to speak with someone senior to solve my problem. I was unable to speak with the Customer Care team and asked Charlotte how can they be caring if they are NOT speaking with the customer?. All Charlotte could do was apologise.

After speaking with Charlotte, I called your sales team and ask to be put through to your so called “Customer care team” but I failed yet again, your colleague within your sales team put me through to the Operations team again and I have spoken to Claire on this occasion. Obviously I was told the same thing yet again from a different person. As per the screenshot, I insisted her to log two more complaints so I can follow your process and escalate the matter as I am not happy at all.

After all, I had a perfectly working boiler when I have taken out my policy, now my boiler is not working, all this time you have been charging me month by month but cancelled my policy the day I phoned you to report a problem. I cannot believe a reputable company like Scottish Power has done this. If you have advised me prior to my call, I could have either arranged a visit or take out another policy with British Gas.

As a result, I have contacted British Gas and took out a policy with them which will cost me £99 to fix the boiler and then £22 per month. Whereas my loss would have been £17 per month should I know that I was not covered by yourselves.

The table below shows my payments to you to date for all three properties and due to what had happened I wish for a full refund of the total money I have paid you.

Can you please confirm whether you are regulated by Financial Services?

Year-Month
DIRECT DEBIT PAYMENT TO SCOTTISHPOWER REF
DIRECT DEBIT PAYMENT TO SCOTTISHPOWER REF
DIRECT DEBIT PAYMENT TO SCOTTISHPOWER REF
Grand Total
2013-08

£12.90

£16.90

£29.80

2013-09

£12.90

£16.90

£12.90

£42.70

2013-10

£12.90

£16.90

£12.90

£42.70

2013-11

£12.90

£16.90

£12.90

£42.70

2013-12

£12.90

£16.90

£12.90

£42.70

2014-01

£12.90

£16.90

£12.90

£42.70

2014-02

£12.90

£16.90

£12.90

£42.70

2014-03

£12.90

£16.90

£12.90

£42.70

2014-04

£12.90

£16.90

£12.90

£42.70

2014-05

£12.90

£16.90

£12.90

£42.70

2014-06

£12.90

£12.90

£25.80

2014-07

£12.90

£12.90

Grand Total

£141.90

£169.00

£141.90

£452.80

PJBentham

Just commenting to keep this on the top spot in Google really...

All eerily similar stories to my own experience about engineers seeming to make things up to get out of doing the jobs and the phone operators being totally clueless.

I won't bore you with my own exact experience but I've been absolutely seething with their incompetence. Their cover isn't worth the paper it's written on, as soon as there is a problem they will be looking for excuses not to carry out any work.

I CAN NOT EMPHASISE IT ENOUGH - STAY WELL CLEAR!

dowright

Moral to this story is...read there T&C's, especially section 4 "What is not covered".... you will be surprised what you not paying for.

I recently had a problem with my boiler and Alpha.
A called SPBC, next day the engineer came, looked over boiler and declared it was the pump. He didn't have the part and went away promising I would be contacted to arrange a return visit.
It was on my land line, (voice mail found later) that I never use, after telling them my mobile at the time of the call.
Called them again, and arrange the visit a few days later.
By this time, I had been having cold showers for 6 days.
Another older engineer arrived, looked over the boiler and declared it wasn't the pump after all, the inexperienced engineer had it wrong.
Worst still the problem was the flat plat (heat exchanger) had been clogged up and this wasn't covered under the policy. I have their "Premium" cover.

The radiator was checked and the water in there appeared to be murky (contaminated).

At that point the engineer went away, tell me to get an independent to sort it out.

I did, the new guy was great, sorted the problem in 2 hours, cleaned the flat plate (just running it under a tap) and had to replace a sensor that was clogged up and couldn't be cleaned out.

What makes this worst is my last annual service was March 2013. So I feel I've wasted 15 months cover, over £250, no doubt SPBC will see it differently. The independent cost me half that, in no time at all and with a lot less bother.

Regarding SPBC, remember its a policy, they will cover whatever is easy and profitable for them to fix. It a business you can't fault them for that, they will apply the letter of the policy and leave you to fend for yourself.

SPBC was called again, the days after their 2nd engineer called, the policy was cancelled, I declined to say why. SPBC we are done.

shelbylicious

I have premium breakdown cover. Ive been informed my boilers no longer covered , hasn't been since January. Never been informed formally of this. In fact to add complications. They cancelled it and reset the account up because l was apparently leaving them when in actual fact it was my neighbour.

So eventually the schefuling team decided to send an engineer late last night, he was on route then he asked the question . What make is the boiler.....l gave him directions to my house, end of conversation. Then 5 minutes later Scottish Power call me to say. The engineers been cancelled! The tec manager refuses to send someone out due to the make of your boiler!

DID I FORGET TO MENTION I HAVE A NEW BORN BABY IN THE HOUSE, YES THATS RIGHT FOLKS AND THEY ARE REFUSING TO ATTEND.

SO I HAVE A CONTRACT THATS VOID
A PRIORITY IE MY BABYS NEEDS
COMPLETE LACK OF COMPASSION OR COMMON SENSE FROM SCOTTISH POWER,

an absolute disgrace .

kazza1313

I would like to share my experience of Scottish Power home comfort. I purchased there service about twenty months ago. After a year of being with Scottish Power they increased my monthly payment so I decided to go with another company. I sent a letter cancelling my account and cancelled my direct debit. I found out a few months ago that I am still paying for this service. I have sent numerous emails which have been ignored. I finally spoke to someone who agreed to cancel my account but refused a refund stating they had not received any letters or emails. I also explained that I had been with there company for twenty months and not had a annual service which is included in my package. I was told that unfortunately because they are so busy if they manage to get time they will if not then its not fone and he stated that it doesn't say your definitely get this on there website..is this not miss selling a product. I still haven't managed to resolve my refund and am yet again awaiting a call back....

customised

If you were thinking of using SPHC for your boiler care please use the following as the reason to use another provider. My complaint is now 5 months old and still ongoing:

Scottish Power Home Comfort reference: S000057543.
30/01/2013 Phoned (0844 893 5663) c.09:00 to establish if my servicer and inspection could be done at the same time to avoid having to take two day’s holiday. I was told it could be (employee’s name not obtained). The ‘engineer’ from City Technical (name not obtained) arrived at my property (after an initial no show but the date of this is unknown). The engineer literally opened the boiler cupboard, shone a torch inside and stated “That’s fine, sign here” whilst presenting me with his clipboard. I asked how he could be sure and he replied “I can just tell”. That was the sum of my inspection and service. In hindsight I should have complained about this as it cost me a full day’s holiday and was clearly not at all thorough – the flue wasn’t even inspected – nothing was. Since I would remain on cover I let it pass, much to my present chagrin. I have since learnt that Scottish Power Home Comfort are no longer using City Technical – hardly surprising, however, at least they did turn up on the second time of booking.
Scottish Power Home Comfort reference: SX0133192.
02/05/2014 My boiler was scheduled for its yearly inspection and service as per my contractual agreement with Scottish Power Home Comfort. After booking a day’s holiday no engineer turned up and I wasted a day of holiday. I telephoned Scottish Power Home Comfort (number unknown) to complain. This was now the second no show in two years of ‘service’. The service and inspection was rebooked for the 26/05/2014. I pointed out to the employee that this was a bank holiday to which they stated they were aware of this. I said I would be amazed if service visits would be conducted on a bank holiday and was she sure that the engineers would be working and she stated “Yes”.
15/05/2014 I was called by Scottish Power Home Comfort to be told that the engineer would not be visiting me on the 26/05/2014 as this was a bank holiday. Exasperated I stated this at the time and the employee had told me the engineers were working. The employee stated she was sorry but her colleague had got confused and the engineers do work bank holidays but only for emergencies. Fortunately no holiday was lost this time. The service was duly rebooked for 02/06/2014.
02/06/2014 Phoned (number unknown) c.13:50 and spoke to Samantha Corr. No engineer arrived to carry out my boiler service and inspection making it three no shows in two years. I asked her to formally record my complaint and requested a refund of what I had paid for my ‘service’. My complaint reference number was (and still is) 154991. She explained that she would get the Complaints Team to call me to refund the amount of £108.43 I had paid to date.
The Complaints Team called me (date unknown) and I spoke to Andrew Kennedy who informed me he was my complaint handler. He apologised profusely for my experience and then explained I was not entitled to a full refund as the Scottish Power Home Comfort service entailed other cover besides the boiler and so it was not possible to cancel the policy without losing all my money – very unfair I thought given my experience. He mitigated this by stating he would be able to send a cheque for the sum of £40.00 which was for two missed engineer appointments (2 x £20.00). This was a derisory amount given my daily rate is £173.08 and that is effectively what the two missed appointments had cost me in unnecessary annual leave (calculated as my annual salary, divided by 52 week of the year and then by 5 working days a week). I accepted the offer. Andrew further stated he would place a follow up call on either 06/06/2014 or 07/06/2014 to ensure I received a priority appointment to have my boiler service and inspection carried out.
Andrew did not call.
10/06/2014 c.12:00 I called Scottish Power Complaints Team (01144520830) to speak to Andrew to discuss why he had failed to call me back as promised. The employee I spoke to (name unknown) seemed very unsure of what he was doing, which further increased my frustration. He tried to call Andrew to ask him to speak with me but he was on holiday and stated he would ask him to call me when he got back in the office. At that point, very much suspecting that again I would not be called, I stated I was cancelling my direct debit for their ‘service’.
11/06/2014 c. 12:01 I received a call from a Scottish Power Home Comfort employee who wished to book my appointment…four days after I should have been called, as per Andrew’s assurance. When someone says they will call me on a particular day I expect just that – not one four days later, which I find wholly unacceptable. I explained that due to my entirely bad experience at the hands of Scottish Power Home Comfort I had cancelled my direct debit for their appalling service and total lack of customer service: engineer no shows and promised calls that were never received. The employee stated she was sorry to hear of my experience, would update my ticket and close it. This still left the open issue of my cheque for ‘compensation’ for £40.00, which, like the calls, hadn’t been received.
23/06/2014 c.18:15 I made another call to Scottish Power Home Comfort Complaints Team (01144520830) and spoke to an employee named Maureen to ask where my cheque was. She looked on the system and stated she could see no mention of a cheque for £40 whatsoever. At this point I was very angry. I requested to speak with Andrew Kennedy, who, rather conveniently, was not in the office at that time. She claimed she would add a note on my file to say that she had spoken to me and what the nature of my call was and would get Andrew to call me when he returned (presumably the same day).
Andrew did not call.
24/06/2014 c.12:50 I called Scottish Power Home Comfort Complaints Team again (01144520830). I spoke to another colleague (name unknown). This employee claimed he could see a cheque on the system. I requested to speak to Andrew Kennedy and was informed he no longer worked in the department (is there no handover procedure for when colleagues leave the department with actionable items still pending?). The employee placed me on hold and tracked Andrew down. When the colleague took me off hold he stated he had spoken to Andrew and that he remembered my case and would chase my cheque up. The colleague further stated that I should wait another 5-10 days and the cheque should have arrived by that time.
No cheque arrived.
09/07/2014 c.12:20 I called Scottish Power Home Comfort Complaints Team (01144520830) really cross indeed. I spoke to an employee whose name I believe was Adam or perhaps Adnam. After explaining the whole situation again he said he would call me the following day as he would need to follow things up. He said he would call after 10:00 as he was not due in the office until then.
Adam / Adnam did not call.
11/07/2014 c 09:10 I called Scottish Power Home Comfort Complaints Team again (01144520830) exceptionally frustrated. I spoke to an employee called Graham. He needed to chase my cheque up with the administration team but they were not in at that time (really?). He claimed he would call me back when he had had time to investigate. I stated that I had heard the “I’ll call you back…” line from Scottish Power more times than I cared to mention and hoped he wouldn’t ‘forget’ to call me back. He assured me he wouldn’t. Graham called again (hurrah!) and said that the reason the cheque hadn’t been sent was because it needed authorising by a manager and that individual had been away on holiday. He claimed he could see that the cheque was authorised two days’ earlier and that I should receive it in the next few days but had to inform me that it could take up to 4 weeks but seldom did. Four weeks!? Is there no contingency plan for authorising compensatory cheques when a manager is away on annual leave – I find this incredible.
No cheque arrived.
06/08/2014 c. 13:14 I called for the final time to Scottish Power Home Service Complaints Team (01144520830) and received the usual greeting of “Thank you for calling…calls may be monitored or recorded…” before the line went completely dead. I tried five times and each time got the same behaviour – a dead line to the Complaints Team! Reverting back to the other number I held (0844 3353935) and spoke to an employee call Sam. I asked her for the complaint reference number in case this had changed and she repeated the number I already had: 154991. After I had explained why I was requesting it - to escalate the complaint since the Complaint Team was incompetent she offered to look into but would need a moment to look through the case notes. I told her not to bother as I had completely lost patience with Scottish Power Home Comfort, its employees and systems, none of which are fit for purpose. From inception this has been on-going for over 14 weeks and I have been more than patient.
I am now seeking financial redress for:

• 2 x lost holiday dates (2 x £173.08 = £346.16 which can be corroborated by my employer).
• £40.00 for the cheque I was promised.
• Payment for the unnecessary phone calls I have made to the various no-help lines, which would not have been needed if Scottish Power Home Comfort had dealt with my original complaint back on 02/05/2014. The calls are itemised below and can be substantiated by Vodafone if required.

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TOTAL REDRESS SOUGHT: £386.16
Needless to say I will also not be renewing my utilities with Scottish Power when the current contract period I am under lapses as I have absolutely no confidence in Scottish Power to do anything other than disappoint me should I ever have cause to complain about this aspect of their service as well. I would frankly rather pay double to a competitor and receive even a modicum of customer service than remain with them and receive absolutely none. I am a highly principled individual and I will not simple go away, as I rather suspect the Complaints Team hope I might.

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UPDATES:
11/08/2014 – emailed: Mr Keith Anderson, Chief Corporate Officer ([EMAIL="keith.anderson@scottishpower.com"]keith.anderson@scottishpower.com[/EMAIL]); Mr Neil Clitheroe, CEO, Retail & Generation ([EMAIL="neil.clitheroe@scottishpower.com"]neil.clitheroe@scottishpower.com[/EMAIL]); Customer Service Director ([EMAIL="CustomerServiceDirector@scottishpower.co.uk"]CustomerServiceDirector@scottishpower.co.uk[/EMAIL]) and Customer Services ([EMAIL="customer.services@scottishpower.co.uk"]customer.services@scottishpower.co.uk[/EMAIL]) to try and get my issues resolved and detailing the escalation to date and compensation I am seeking. Automatic reply received from Customer Services Director acknowledging receipt the same day.
12/08/2014 – Email received from a representative at the Customer Services Director level asking for me to confirm my address, postcode and contact telephone number. I replied the same day and received the same auto reply from the mailbox confirming receipt. I sent a further email to Customer Services Director mailbox as I had overlooked the inclusion of all direct debits taken for their ‘service’ up until I cancelled and explained my rationale for wanting reclaim this too. This took the total amount of financial redress I was seeking to £566.88 (the original £458.45 + £108.43 in direct debits).
17/08/2014 c.10:35 I was called by Michael from the Chief Executive Complaints Team after I escalated my issue. Michael stated he was now handling my complaint now that it had reached Director level. He further confirmed he had received both of my emails and that the total redress I now sought was £458.45 + £108.43 for the direct debit payments taken by Scottish Power Home Comfort up until the point I cancelled the instructions with my bank. And confirmed the total amount of redress being sought as £566.88. I provided Michael with my 0843 telephone number and told him that calling that would call both my home number and my mobile number and would eventually fall back to voicemail in the event was unobtainable. Michael stated he would be reluctant to use voicemails to as he’d rather update me by actually speaking to me, which I said was fine. When I asked him about an SLA to have this saga finally resolved he stated that it would take between 5 and 10 working days but they aim for 5 days. He stated that although he had received my ‘costings’ he couldn’t promise anything until the investigation was completed and I said I expected no less. 5 – 10 days resolution time placed a resolution between Wednesday 20/08/2014 and Wednesday 27/08/2014 inclusive. Michael also confirmed that the complaint reference number would remain the same and that if it changed as a result of the investigation he would be able to tell me what it had changed to.
18/08/2014 c.10:52 I was called by Michael. He apologised for the delay in getting back to me (what delay – it was only 24 hours since I had last spoken to him?). He stated the investigation had been conducted and they had been able to establish that my account of events was accurate. He stated that my information had been send to a Management Team with regards to the compensation I was seeking. He claimed not to have heard back from them yet but that he expected to by close of business that day (18/08/2014) or the following day at the latest (19/08/2014) and that he would call me back on either of days as appropriate to communicate what had been decided as soon as he knew.
Michael did not call back on 18/08/2014 – He will call back tomorrow then.
Michael did not call back on 19/08/2014 – I am now thinking that a total disregard is now endemic throughout the whole of Scottish Power, from Customer Service to the Complaints Team and right the way up to the Executive Complaints Team at Director level.
20/08/2014 – no call from Michael. 5 day marker has now passed.
21/08/2014 – no call from Michael.
21/08/2014 c.13:31 - emailed: Mr Keith Anderson, Chief Corporate Officer ([EMAIL="keith.anderson@scottishpower.com"]keith.anderson@scottishpower.com[/EMAIL]); Mr Neil Clitheroe, CEO, Retail & Generation ([EMAIL="neil.clitheroe@scottishpower.com"]neil.clitheroe@scottishpower.com[/EMAIL]); Customer Service Director ([EMAIL="CustomerServiceDirector@scottishpower.co.uk"]CustomerServiceDirector@scottishpower.co.uk[/EMAIL]) and Customer Services ([EMAIL="customer.services@scottishpower.co.uk"]customer.services@scottishpower.co.uk[/EMAIL]) to explain that, yet again, I was promised a phone call that hadn’t materialised even now that the complaint was raised at the highest level. Automated response received from the Customer Service Director’s mailbox confirming receipt.
25/08/2014 Arrived home from work to find a letter from Michael Brown at Scottish Power (my reference: 1003708255, their reference: 163338). The letter detailed the compensation being offered (£7.29 for my mobile phone charges + £40.00 for the original compensation for the missed appointments + £65.00 for the cost of my boiler service undertaken privately = £112.29). The letter has requested that if I wish to accept the offer that I call 0844 335 3935 to do so.
26/08/2014 c.0854 Called the number (0844 335 3935) as requested in Michael's letter, to confirm my acceptance of Scottish Power's offer of £112.29 in compensation. When I asked how long it would take to receive the two cheques I was told 6 - 8 weeks! That's 2 - 4 weeks longer than the previously unacceptable time frame to receive (or not receive as it transpired) the cheque for £40.00. Apparently the delay is caused by the amounts having to go through some sort of authorisation. What sort of archaic systems are Scottish Power running that it takes 6 - 8 weeks to have £112.29 authorised? It would be quicker to skip all their 'automated' processes, walk a ledger to accounts, have them sign it and then hand deliver the two cheques to my address on foot. I honestly cannot believe these timescales and wholeheartedly believe that I am in for another futile wait for cheques that will not materialise. One would have thought that if a complaint had reached the internal level it is currently at that any directive from that level to have amounts authorised would already be automatic....but then I forgot it is Scottish Power. Sent an email to the usual Scottish Power recipients detailing my dismay and disbelief at the time frame.
27/08/2014 c.14:42 Received a call from Michael (presumably in response to my email). He again confirmed that two cheques would be sent £40.00 + £72.29, the latter being £65.00 + £7.29). He stated that with regards to time frames the £40.00 cheque would arrive within 21 days. The other would be paid directly into my bank account with 10 days. When I asked if this was calendar days or working days, he stated he assumed that it would be working days. I stated that when I had received these I would confirm receipt. I actually doubt either of these payments will materialise at all let alone within the time frame. The direct payment should reach my bank account by Wednesday 10/09/2014. The cheque payment should be received by Thursday 25/09/2014. I'll believe it when I see it!
27/08/2014 c.14:42 Michael called to confirm two payments would be made to me: one for £40.00 (the original compensation amount for the two 'no show' boiler service appointments) and one for £72.29 (comprised of the £65.00 for the boiler service I organised privately and £7.29 for the mobile telephone call costs). He stated that the latter payment would be paid directly into my bank account within 10 days while the former payment would take 21 days to arrive by cheque. I asked him if this was working days or calendar days and he stated that he would assume it to be working days. I stated that I would confirm receipt of the payments and then this complaint ticket could be closed.
05/09/2014: The payment of 72.29 was received into my account today (7 working days). Hallelujah! One down and one to go.
25/09/2014: Cheque payment for £40.00 has not, unsurprisingly, arrived. 21 working days was up today. IDIOTS!
26/09/2014: Vodafone bill received today for the last service period. The call I placed on 26/08/2014 to accept the offer made by Scottish Power, which they have still not successfully made good on and thus have not resolved my complaint still,. Cost me £2.63:
Tue 26 Aug 08:55 08443353935 7m 53s 2.628 2.628
I intend to now claim this as well. This complaint has now been ongoing for almost five months and it is almost four months since I was originally told I would be received a cheque for £40.00 compensation.
26/09/2014: Emailed all the usual suspect to complain AGAIN about this ridiculous saga and how they are inept at simple customer service activities such as processing cheques. I await their reply. I specifically asked for Michael to contact me. I have already received an auto-reply confirmation from the Chief Executive Complaints Inbox so I know they have received my complaint. I will leave it 10 (Friday 10th October 2014) full working days before chasing this up as I doubt I will hear a peep from them.
28/09/2014: Emailed This Is Money (Daily Mail column) [EMAIL="editor@thisismoney.co.uk"]editor@thisismoney.co.uk[/EMAIL] in the hope they may take up the charge or at the very least publish the experience I have had to dissuade others from wasting their money on a service that is simply not delivered.
28/09/2014: Posted to the Consumer Action Group forum with a copy of all this to ensure others do not use Scottish Power home comfort.
29/09/2014: Emailed Scottish Power to let them know that I have emailed Money Mail / This Is Money and also written to The Consumer Action Group. I have stated that Michael has got 10 calendar days to get back in touch with me, taking it to Thursday 9th October 2014. I am sure I will hear nothing.
29/09/2014 c.13:33: I was called by Christina Reynolds via 01144520830 (not Michael – presumably he has left the department too?). She confirmed she had all my latest emails including the one where I am now requesting the £2.63 for the phone call I placed accepting their offer on 26/08/2014. She has said she needs to look into the case and ask a manager why this is the third time my promised cheque has not materialised. She stated she will call me back by 14:30. I will believe it when I hear the phone ring and it’s her on the other end.
29/09/2014 c.14:31: Christina returned my call! I am amazed although I shouldn’t be. Aside from Graham on 11/07/2014 this is only the second time an employee has returned my call despite endless promises of calls being returned. Apparently her manager is acutely familiar with my case and it seems that yet another cheque could be on its way. They are at a loss as to why the cheques don’t arrive but she will contact me when one has definitely been put in the post. She also confirmed she is trying to find out if I can be compensated for £2.63 call charge I incurred while accepting their offer. Christina has said she will call again on Wednesday (01/10/2014) to give me an update. Let’s see if Scottish Power can make it three returned calls. I said to her I’d heard the promises of returned calls before but inevitably ended up calling back myself when the calls never materialised and stated I hoped it wouldn’t happen again. She said it wouldn’t as it was one of her pet hates. Let’s see.
29/09/2014 c.18:44: I was called via 01144520830 (full christian name of caller not obtained but it was double-barrelled and ended in Ann – like Carol-Ann for example). She stated she had seen my emails and was calling to discuss it with me. I said I was surprised to hear from them again as Christina had already called twice today. She seemed surprised by this before claiming the case notes had not been updated by Christina. I said this was par for the course for Scottish Power. She said she would be talking to Michael about my case and call me tomorrow. On the basis that Christina didn’t update the case notes I doubt I’ll hear from her on Wednesday 01/10/2014 and I doubt very much if I’ll hear from ?-Ann again either.
30/09/2014 c.12:55: Received an email from Chief Executive Complaints Inbox, which read:
Good Afternoon
Can you please provide us with your full address?
Thanks in advance
Ec team
I replied with my address and asked:
For what reason do you need this? Is someone actively investigating (again)?
I have heard nothing in reply but did receive the usual auto-response email acknowledging receipt of my communication. I have not heard from ?-Ann, which is little more than I expected/predicted. No surprises there.
01/10/2014: Christina did not call back as she had promised to do despite stating people not returning calls is one of her pet hates. Genius. I am of the opinion that successful applicant’s to Scottish Power must have ‘Highly accomplished liar’ in their CVs. I will be emailing the usual suspects again tomorrow.

NicciDM

I also have scottish power boiler cover and the staff do not know what they are doing and nor do the engineers, I was without heating for 4 months and even put in a complaint. I never even got a sorry or a reply to my letter. What a rubbish service. DO NOT TAKE OUT BOILER COVER WITH SCOTTISH POWER

2542aa1

I have been looking for boiler cover for my elderly mother and, as Scottish Power seem to be offering one of the best priced deals at the moment, I decided to go with them. Before signing on the dotted line however I did a quick search on Google for “Scottish Power boiler cover reviews” and found all the previous comments on MSE. Needless to say, I immediately changed my mind and WILL NOT be taking out this boiler cover. Scottish Power take note!!!!

Finally, may I thank all those who took the time to post details of their experiences with Scottish Power on this website. It has a been a big help, is much appreciated and has no doubt saved me from buying what appears to be unreliable boiler cover.

spireman

I took out SP boiler cover with my previous contract and when the boiler broke down it took over two weeks and many phone calls before it was fixed. Well it is working but the timer dial and switch are now inside the boiler so I have to switch on and off from the mains. My main complaint is not the slow or poor service but the TOTAL LACK of communication. If you don't ring them no one will tell you what is happening. I foolishly took out SP boiler cover again this year and the same thing is happening. The Head of Customer service should be sacked and replaced with someone who knows what customer care is. The Head of Procurement should be sacked for allowing such a terrible contract to have been placed.
My boiler is a Halstead Quatro which the engineer tells me is now obsolete and the company no longer exists so it is difficult to get parts. However SP called me to say that an engineer would come to repair my boiler last Saturday between 8.00 and 13.00, I called at 11.00 and was told the engineer may be late but the appointment had been booked. At three I was told that the engineer would call me personally to arrange a definite time of arrival. NO CALL NO VISIT. It is now six days without heating or hot water and I am luckily a pensioner so classed as an emergency. This morning
Monday 8.00am I called and was informed that a part had been ordered by EMAIL but the parts dept didn't open until 9.00 so nothing could be sorted until then.
I called back at 14.30 to be told that my file had been updated at 11.30 to say that they were trying to arrange a visit this week sometime. Why didn't some one TELL ME?
If Scottish Power don't improve their boiler cover service they will be losing their main customer base and perhaps then they will realise that something has to be done.

allesca

Am I the only person who has had a good experience with Scottish Power Home Care?? Never a good time for the boiler not to work but New Year's Day is specially bad. Engineer was here within 5 hours of making the call, got the system working and has ordered the parts for a full repair. Very pleased and impressed with the service!