disgraceful boiler cover .scottish power

MABLE

We have had BG Homeware 400 for about 5 years and wish I could find some fault with them but I can't. They have looked after us very well and the premiums are not a lot different from when we first took out the policy.

However thats probably because I never accept the renewal quote.

travellerboy

Following on from my compliant against Scottish Power they carried out a review of my case and decided they were correct in refusing to repair my boiler. I immediately made a formal compliant against them to the Financial Ombudsman.
It has taken 4 months but yesterday was told that they have adjudicated in my favour and have instructed Scottish Power to pay me all our past Premiums and £100 compensation.
Good result - Don't even consider Scottish Power they are a scandal.

KJJS_2

DISGRACEFUL

They have left my family without hot water since last Tuesday - a week ago.

Their so-called emergency numbers do not work. The Customer Services people have no regard or sympathy for their customers. The Ombudsman struggled to cope with the complaint.

Scottish Power failed to turn up to carry out an initial inspection and when the system failed a few weeks after the cancelled inspection they blamed me and stated that they would not have covered the boiler had they known there was an UNVENTED CYLINDER! Had they assessed that in the first place I wouldn't have taken out the contract and cancelled the previous one!

Pay the extra and find a professional outfit or reliable insurance / maintenance policy.

Shambolic Scottish Power Boiler cover! Shame, because they seem to be better at the general energy side of the business. Perhaps they have bitten off more than they can chew.

kimbomc

So, we were due our boiler inspection today and were waiting patiently for the knock on the door. None came but we did receive a voicemail from "Leon" who apparently had been knocking on our door for the past 38 minutes and not getting a reply. We said that nobody had knocked on our door as we were waiting for them to call. So, we have very good, very expensive CCTV plastered all over the front of our house which even captures every number plate that comes onto and off of the street. We confirmed that no one had knocked on our door, however, somebody, a big bald bloke in a white shirt and black tie did park up on our street, even got out, had a look at our cameras then proceeded to get back in the van. He sat there for a further 7 minutes and 9 seconds then pulled up around the corner on the next street while as it turns out he was speaking to my husband on the phone telling us that he did try to gain access to perform the inspection but no one was at home? Scottish power employs subcontractors in your area to do all the boiler repairs and inspections and there are too lazy to even bother knocking on the door to carry out the work. We have just told them to shove their boiler care where the sun doesn’t shine. Take my advice, tell them to do the same.

Tried reporting this shoddy outfit to Scottish power, guess what? Not interested

kimbomc

So, we were due our boiler inspection today and were waiting patiently for the knock on the door. None came but we did receive a voicemail from "Leon" who apparently had been knocking on our door for the past 38 minutes and not getting a reply. We said that nobody had knocked on our door as we were waiting for them to call. So, we have very good, very expensive CCTV plastered all over the front of our house which even captures every number plate that comes onto and off of the street. We confirmed that no one had knocked on our door, however, a big bald bloke in a white shirt and black tie did park up on our street, even got out. His van registration number was EGZ 5779. He walked over to the next-door neighbour’s hedge, took a photo of their door then had a look at our cameras then proceeded to get back in his van. He sat there for a further 7 minutes and 9 seconds before driving off. He then pulled up around the corner on the next street while as it turns out he was speaking to my husband on the phone telling us that he did try to gain access to perform the inspection but no one was at home? Turns out that when my husband spoke to the guy on the phone and my husband asked to speak with someone higher as he was outright calling us liars, he said that he was the manager there’s no one higher than him.
Scottish power employs subcontractors in your area to do all the boiler repairs and inspections and there are too lazy to even bother knocking on the door to carry out the work. We have just told them to shove their boiler care where the sun doesn’t shine. Take my advice, tell them to do the same.

Tried reporting this shoddy outfit to Scottish power, guess what? Not interested

Robeco

Scottish Power boiler cover is NOT recommended! My parents who are elderly had no heating or hot water on Saturday, phoned Scottish Power boiler cover got nowhere! Nobody was available till Monday! They offered a credit to account,but that doesn’t help when it’s minus 5 outside! Eventually someone came on Monday, apparently fixed the problem,but it broke again,so had to go through the same process of phoning again! The engineer came today (Wednesday),and no sooner had he gone the boiler wouldn’t work again (literally 5 mine after he left). He said he had to order a part which would probably arrive on Friday but the boiler would still work!! So yet again Dad got on the phone to speak to customer services, same process again, somebody would contact them!!!! When we rang on Saturday we weren’t happy and wanted to speak to someone more senior, still got nowhere and got told we’d have to wait till Monday and there was nothing hey could do until then! So today you can imagine my parents frustration when the heating and hot water wouldn’t work again,AFTER the engineer had visited! I would not recommend Scottish Power boiler cover to anyone,the service is disgraceful and appalling so much so my parents are now looking at other options. Scottish Power however did offer a credit into account but then what good is what when it’s like minus 5 outside?

Sharon66

I agree I have been waiting since Friday for a part after my heating broke down. No phone calls by SP, I have had to do them all. Still waiting on attendance. Customer service is a disgrace, no follow up.

durbanboy

Whats this?

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Exclamation
I'm in a similar position
We've had cover for a few years now and when the boiler stopped working on the 27/12/17, we called them out and a engineer attended. He duly noted how good he was amf that he had fixed the boiler without requiring parts, therefore saving me from having my premium increased :shocked
Inevitably, the boiler broke down again, and my wife called up as o wad at work and insisted the engineer returned that evening.
Apprently he flounced through the door, declaring. "It needs parts, it needs parts"
Anyway, cut a long story short, nobody turns up the 29th, I call SP on the 30th to complain, ask agent to call me back as line is bad..no call back.
I then get a call from the Parts dept, who inform me that the parts won't be available until 04/01/18.
So, with the prospect of no hot water and no solution from SP, I called a local plumber, who promptly fitted an immersion heating element to the. Hot water cylinder and then at least I could have hot water to cleanse myself (medical condition requring high levels of cleaning)
The SP engineers leaves us 3x 2kw fan heaters to stop us freezing (note to all: having had the the house heavily insulated, walls and ceilings, it transpires that the inside of the house was actually colder than the outside ambient temp and that of inside the fridge :huh)
The "Super Engineer" returns and shows me the corroded thermostat connection he missed 1st time around and replaced it with a new one, and we have heating.... It took 3 days to re-heat the house

So the case handler contacts us and acknowledges failings and offers £40. My wife advised him that was not acceptable and he should look at it again
4 weeks later I contact them, receive an apology for not getting back tu us and an increased offer of £60, which in my opinion, is derisory. The case handler, Brian, stayed that is the full and final offer. I request deadlock and Brian has the almost perverse pleasure of telling me that Scottish Power Care Cover is an unregulated product so doesn't have an Alternative Dispute Resolution service such as the Ombudsman Services.

What would the legal eagles on the forum suggest or advise on using the Email Claims process

Cost incurred by me
Plumber call out and fitting of immersion heater £200 (bought the part myself)
Additional electricity consumption est £55
Less Gas not used £18 rest
Material detriment total £233
Pain and suffering, incalculable, but lets be reasonable and say £67, just to round it up to £300. ( Am I short selling my issue, as it is not entirely about the money, but would hate to lose unnecessarily and incurr the good natured wrath of MSE'ers

PS AVOID LIKE THE PLAGUE. A good local plumber will cost you less in the long run based on the fact of paying SP £600 in total over 5 yrs and receiving poor service from them

Nebulous2

I'm fed up of them already and I've just started.

They dont put you on full cover until your system has been inspected / serviced.

Joined in December - received a letter saying they'd be in touch with an inspection date. Cover to start 1st February. Phone if I want to choose a specific date. I've phoned 4 times to try to get my inspection arranged, with no success. I havent been offered any dates at all.

Mireille_Haviland

I’m after some advice. I called out Scottish power as I am on the care plan and have been without hot water for 6 days now. The engineer said I needed a new valve and he’d order the part . Came back 5 minutes later and handed me a letter stating they won’t going to repair my boiler as it was beyond economic repair and the letter says I need to replace the boiler myself within 28 days. He couldnt answer any of my questions. I put in a complaint and wAs told an operations manager would ring me back. They didn’t. I put in a complaint and phoned several time s that day . Everyone gave me a different story and said they could t see the details . I was eventually told it was a divertor valve head and body and would take a day to fit and 2 people! Can’t get any answers and have paid into this plan for 1 year. I have been very distressed and they have been rude and unhelpful and I keep being told I’ll get phone with a decision. They won’t send me a copy of their complaints procedure and say I am not allowed to contact any external body!!! What kind of customer care is this! I’ve never experienced anything like it . But reading in line a lot of people are having this experience .