disgraceful boiler cover .scottish power

MisterT2

Complained that Scottish Power have not been to service the boiler for 16 months only to be told that they have too many emergencies and it is likely to be at least another 2 to 3 months before they will come out. I explained that the last service was at 15 months ago and not 12 and they were slipping this every year. Clearly they do not have enough engineers and the last person who came didn’t service it properly as attested to by thebreakdown engineer who had to come a week later when it wouldn’t start.
They say that their annual service is only an aim and not a promise. This is not clear on their web page. Not only that but the service is a complete joke. They take measurements from three points in the boiler and make a run for it if they are all ok. Compare that to taking your car into a garage for a service and have them check the fuel, water and oil. This is clearly nothing short of deception.The customer service agent said that there was no comparison. I said that they are both killing machines.
All their agents are well practiced in rebuttal and there must have been a reason for that.Shame their engineers are not better trained and their practices are so poor.

markpickford

Hi all,

I have Scottish Power boiler cover with a duel fuel plan I have (which I have just changed as I got duel fuel cheaper elsewhere).

I admire everyone's fortitude when dealing with this company, but am amazed that people have been so patient. Stop accepting this appalling service and use the small claims court to get redress.

I made a claim using the boiler cover on 6th December and while I will not go into the details of what has happened I can inform you that it wasn't good. A local service provider managed to fix the problem before Scottish Power called me to let me know when and engineer would look at our boiler.

On Thursday of this week (22nd January) I will start proceedings against Scottish Power to recover my excess fee, cost of telephone calls and letters plus compensation for wasting two days of my time.

I have taken this sort of action successfully in the past (Swinton Car Insurance) and I will let you know what happens.

Nortond

Month 3 of complaint. Firstly not taking my dd for gas and electric and then telling me that I owe them money. LOL.

Then even though they have been taking my money for boiler cover from October, no body has been out to inspect it.

Engineer one - no show and no call
Engineer two - called and cancelled evening before
Engineer three - no show and no call

Now they have the cheek to say there's no appointments until March. When I have been waiting since November!

Numerous calls that got me nowhere and many emails with no replies.
Sick of it now, I just want my money back, I have a young child and what happens if my boiler breaks down before their inspection, they said they would inspect it before they fix it to see if it would have passed the inspection. Are they boiler mind readers now then? !!!!ing me off. What company/ombudsman do I escalate this too?

0mcam1

Since 17/12/14, I have had an on-going series of now what amounts to well over over 20 phonecalls and 10 engineer visits: all capped by today's news that an IT problem means that yet another appointment has had to be cancelled.

I have made myself available for every callout and waited for callbacks yet at virtually every turn 'Homecare' has managed to 'forget' to call me back, needed to re-arrange engineer visits and fail to resolve the problem with my boiler.

What's more aggravating is that the part which has suddenly become unavailable (it was available and in-stock when today's appointment was arranged last week!) is in stock locally in at least one plumbing supplier yet Scottish Power seems to have a procurement system that limits their options. Instead of organising a procurement which gives the best service to customers they have a gargantuan service which clearly doesn't work.

The frontline staff have to endure endless calls from customers and field numerous complaints yet its Managers who create the systems which they can then hide behind. Perhaps, if each manager was to spend 1x shift per week on the phones, they would soon understand how their systems seem to fail their customers?

Blackbeard_of_Perranporth

I always use a local gasman. Always professional and never any bother!

SaveMyMoney_3

Bad news then about scottish power boiler cover - blackbeard is spot on, use a local guy instead. I do that since I got fleeced with BG cover that ended up with lots of small print and ever rising prices. At least stl heating don't put up the prices and they're reasonable prices too - so that's good really.

Cardew

SaveMyMoney wrote: »

Bad news then about scottish power boiler cover - blackbeard is spot on, use a local guy instead. I do that since I got fleeced with BG cover that ended up with lots of small print and ever rising prices. At least Spam heating don't put up the prices and they're reasonable prices too - so that's good really.

Yet another spamming that firm.

ScottieNottie

Hello
I am very disgruntled Scottish Power Home Comfort customer. A boiler broke down a week ago, and despite reporting the fault an engineer could only come out four days later. So already without heating and hot water in the middle of winter. When the engineer comes, he orders a part which it turns out when the next engineer comes is the wrong part. He leaves saying he needs to collect the next part and never re-appears , which I understand is "doing a cut and run."
Every time I talk to someone there is nothing they can do, anyone who is called out cannot fix the problem, and I am left taking endless time off work, and still eight days later the house has no heating or water.
It was even a battle to get my formal complaint taken seriously - I now have a complaints manager, but still the problem is not resolved, there is no sign it can be resolved until a part can be ordered ( given previous experience who knows when that will be, or if they can order the right part.)
For anyone considering Scottish Power Home Comfort - DO NOT SO IT. IT IS NOT WORTH THE HASSLE OR STRESS. THEY OFFER NO CUSTOMER SERVICE. THEY CANNOT REPOND AND THEY HAVE NO MOTIVATION TO HELP YOU AS A CUSTOMER.
I feel helplessly trapped by my bad choice in starting a contract and all I can do is ensure I never chose them or recommend them and ensure no one else I know chooses them.

ScottieNottie

Hello
I am very disgruntled Scottish Power Home Comfort customer. A boiler broke down a week ago, and despite reporting the fault an engineer could only come out four days later. So already without heating and hot water in the middle of winter. When the engineer comes, he orders a part which it turns out when the next engineer comes is the wrong part. He leaves saying he needs to collect the next part and never re-appears , which I understand is "doing a cut and run."
Every time I talk to someone there is nothing they can do, anyone who is called out cannot fix the problem, and I am left taking endless time off work, and still eight days later the house has no heating or water.
It was even a battle to get my formal complaint taken seriously - I now have a complaints manager, but still the problem is not resolved, there is no sign it can be resolved until a part can be ordered ( given previous experience who knows when that will be, or if they can order the right part.)
For anyone considering Scottish Power Home Comfort - DO NOT SO IT. IT IS NOT WORTH THE HASSLE OR STRESS. THEY OFFER NO CUSTOMER SERVICE. THEY CANNOT REPOND AND THEY HAVE NO MOTIVATION TO HELP YOU AS A CUSTOMER.
I feel helplessly trapped by my bad choice in starting a contract and all I can do is ensure I never chose them or recommend them and ensure no one else I know chooses them.

vimmz

Hello. I too have had shambolic service from the two bit company that is Scottish Power. I noticed that the flue was leaking condensation collected water in from a joint near where it goes out. Eng came out the following day after reporting at 10pm looked at it and went off to say he will order a part, week later I contacted them to check on the progress of the part, was told no one had ordered a part, they will arrange a part to be again ordered, this is now been 4 weeks since original report, not got anywhere by when constantly contacting them. eventually they turned up and condemned the installation. Reported to national grid to turn gas off. So now I have no heat or water or gas. Their answer its not safe. So no idea when they will turn up again. have been ringing them constantly but no good, their response for your safety. Please go elsewhere for boiler/central heating cover and do not make the same error of judgement as me.